Virgin Holidays

GBERIO

I was due to go with Virgin Holidays to Florida with my family on 1st April.  I received an email from Virgin  giving me the options to re-book, a voucher to purchase another or if I wanted, to claim a full refund.   I have been trying for days now to contact Virgin with the number they give, but all you get is an automated message asking you to put in your holiday reference - you then get another automated voicemail telling you that Virgin will be in touch via email with a voucher or other options.  I have tried various numbers  but still end up  getting an automated message.   Is there anyone who have actually spoken to Virgin and obtained a refund?   If so, what is the best way to do it?   I can understand that they are incredibly busy at the moment but could they just not send you an email so that you could request a refund on-line?   Any help gratefully received. 

Mrsn

They are at this moment snowed under. My friend had booked with them to fly to San Francisco on the 9th April, they had quiet a few problems getting through and requesting a refund but managed it eventually. It will take a bit of patience I think, sorry

onesixfive

Do you have a contact number please ?
I've tried  0344 557 4321 & 3140 (from the website) both cut me off as soon as I pop in my booking ref

Galloglass

Can't advise further other than they are a terrible company and you might want to give them the benefit of the doubt and send a Pre-action protocol letter and then go straight to claim. It's what they do to their customers.

onesixfive

there are a few numbers on here for both Virgin Atlantic & for Virgin Holidays - different companies!
https://www.thesun.co.uk/money/11387307/virgin-atlantic-refund-cancellation-coronavirus/

GBERIO

onesixfive said:

Do you have a contact number please ?
I've tried  0344 557 4321 & 3140 (from the website) both cut me off as soon as I pop in my booking ref

I think I have tried them all - 03449 330835/03447390737 - can never get through and as you say they just cut you off as soon as you put your reference number in.  I sent them a text message in the end and they did get back to me by text - they say that they have processed my refund but that it could take up to 45 days to receive.  I would have preferred to have actually spoken to someone but just couldn't get through.  

onesixfive

GBERIO said:

onesixfive said:

Do you have a contact number please ?
I've tried  0344 557 4321 & 3140 (from the website) both cut me off as soon as I pop in my booking ref

I think I have tried them all - 03449 330835/03447390737 - can never get through and as you say they just cut you off as soon as you put your reference number in.  I sent them a text message in the end and they did get back to me by text - they say that they have processed my refund but that it could take up to 45 days to receive.  I would have preferred to have actually spoken to someone but just couldn't get through.  

I have tried 0344 472 9646 & 0344 739 6300 - you get an automated voice, which says they are very busy then cuts you off, but WHEN eventually you get through (after about 20 tries) & it says "you are 20th in the queue", waiting time is around 30/35 minutes - I am currently queuing...……..

onesixfive

onesixfive said:

I have tried 0344 472 9646 & 0344 739 6300 - you get an automated voice, which says they are very busy then cuts you off, but WHEN eventually you get through (after about 20 tries) & it says "you are 20th in the queue", waiting time is around 30/35 minutes - I am currently queuing...……..

After over an hour of queuing I eventually spoke to "William".
I was told my original request for refund (sent almost a fortnight ago) hadnt yet been processed (they are dealt with in date order)
My refund would be refund charge-backs onto my credit cards. 
I explained one of those payments was from a card / account now closed. He said Virgin would contact me when they found payment could not be made for alternative details. I explained that was why I'd called today to offer this in advance - he said that wasnt possible due to money laundering rules.
He said it would be 90 days for refund, and as soon as I voiced disappointment & I started saying how it should be 14 days, and although I understood the situation.....I was rudely cut off!!