Virgin Holidays

headpin

Virgin Holidays and ABTA are both basically acting unlawfully. They have no power to ignore the law, regardless of exceptional circumstances or otherwise. 

Nonetheless, I can appreciate that they are under pressure due to lack of staff working and the volume of cancellations. But they make a rod for their own backs by providing very little information on what is happening and how they intend to manage the cancellation position. They manage to send out emails saying further delay in refunding but no commitment as to when.

I am due a refund for cancelled 17 March Car hire in Florida that should have been issued within 14 day’s. Then changed to 40 days and latest email says hopefully within 90 days. I’m ok in that I can afford to wait, but it is my money they are effectively using as a free loan. They are doing nothing for their reputation or credibility. If they wish to continue in business and keep the customers trust they do need to up their game, even if it’s only to improve their communications and information.

Ganga

headpin said:

Virgin Holidays and ABTA are both basically acting unlawfully. They have no power to ignore the law, regardless of exceptional circumstances or otherwise. 

Nonetheless, I can appreciate that they are under pressure due to lack of staff working and the volume of cancellations. But they make a rod for their own backs by providing very little information on what is happening and how they intend to manage the cancellation position. They manage to send out emails saying further delay in refunding but no commitment as to when.

I am due a refund for cancelled 17 March Car hire in Florida that should have been issued within 14 day’s. Then changed to 40 days and latest email says hopefully within 90 days. I’m ok in that I can afford to wait, but it is my money they are effectively using as a free loan. They are doing nothing for their reputation or credibility. If they wish to continue in business and keep the customers trust they do need to up their game, even if it’s only to improve their communications and information.

The main problem will be lack of staff to deal with the problems ,most call centres are closed because of the virus and even if SOME people can work from home without contact with other departments and main line staff they will be unable to pass on information that is up to date and relevant. I suspect the e-mails sent out will be generic and computer generated. 

Alan_Bowen

Virgin have said it will be 90-100 days before they can issue refunds. On the other hand, BA has refunded 921.000 bookings as of last week with only 47,000 outstanding so it is possible to do it if an airline wants to!

Westin

If if some consolation on another forum two people have reported refunds at the 55-56 day mark.
Hopefully as work and movement restrictions apply, more staff will become available to work in coming days/weeks and process all these back logged refunds. 

TELLIT01

Alan_Bowen said:

Virgin have said it will be 90-100 days before they can issue refunds. On the other hand, BA has refunded 921.000 bookings as of last week with only 47,000 outstanding so it is possible to do it if an airline wants to!

Absolutely.  Jet2 have also been quick to refund if that is what the customer requires.  I had the money back in my account within 48 hours of the call from them.

Ejog

Alan_Bowen said:

Virgin have said it will be 90-100 days before they can issue refunds. On the other hand, BA has refunded 921.000 bookings as of last week with only 47,000 outstanding so it is possible to do it if an airline wants to!

Their claim that they are overwhelmed with refund requests seems credible... except, it must be taking more man hours to fob off all the claimants than it would to just pay them back, so I’m not convinced.
I’ve not heard of anyone actually being refunded by them either, so their Finance department aren’t exactly stretching themselves to deal with this overwhelming number of refunds.