Virgin Holiday Cencelled - The Numbers???

fluffyanimal

Hoping someone who may have experienced this may be able to set me strainght / put my mind at rest.

So, we had a holiday booked for 3 July, which Virgin cancelled and offered us the voucher.  Based on circumstances next year we decided to request a refund.  They sent us a refund letter (it was a wider family holiday) but, I am thrown / confussed by the numbers they have listed:     

Total Cancellation Charge:		£9,015.73
Amount Paid - with thanks:		£12,747.62
Balance Due:		-£3,731.89

Are they indicating that they are processing a refund of £9015.73 (for some point in the future), and that there will be (or is currently) an outstanding balance to re-pay (to us) of £3731.89?

The 'Total Cancellation Charge' is strange terminology to use but, hey ho, and I would have expected the cancellation to be the full cost. For info, the holiday is a Orlando with Disney World and Universal tickets, and no pre-paid meal plan.

Anyone else dealing with Virgin Holiday seen simiilar, able to offer any insights?

N.B. We are trying to speak with them to understand but thought I'd ask here in case this was a quicker option

Life__Goes__On

How much did you pay in total? as it the £12,747.62 ?

ComicGeek

Judging by my own VH cancellation invoice, they are only planning to repay you £3731.89 which I'm sure isn't what you were expecting.

Our cancellation charge is noted as £0 for a full refund, so how are they justifying the cancellation fee of £9015.73? Something that you definitely need to question.  

fluffyanimal

Life__Goes__On said:

How much did you pay in total? as it the £12,747.62 ?

Yes, that was the total cost.  and (perhaps unsurprisingly) the two other numbers added together equal the total paid/cost.

fluffyanimal

ComicGeek said:

Judging by my own VH cancellation invoice, they are only planning to repay you £3731.89 which I'm sure isn't what you were expecting.

Our cancellation charge is noted as £0 for a full refund, so how are they justifying the cancellation fee of £9015.73? Something that you definitely need to question.  

Thanks for the comment.  Was quicker than Virgin 

Initially I was simply wondering if the strange use of terminology was throwing me off but, useful to know your refund letter has the cancellation charge as £0.

Life__Goes__On

fluffyanimal said:

Life__Goes__On said:

How much did you pay in total? as it the £12,747.62 ?

Yes, that was the total cost.  and (perhaps unsurprisingly) the two other numbers added together equal the total paid/cost.

Then I agree Virgin only plan you refund you £3,731.89

MallyGirl

I know it is going to be painful but you will have to try contacting them - phone/text/whatsapp. A number of people have reported mistakes on their cancellation invoice.

fluffyanimal

Yeah, will do.

Thanks everyone.

ComicGeek

You can also try and email siobhan.fitzpatrick@fly.virgin.com - that will give you an automated email response to email mdsalescentre@virginholidays.com and you might be lucky and get a response. Other email addresses on the VH refund facebook page include refunds.hq@fly.virgin.com, and WhatsApp number 0203 322 3289 - initial automated response on WhatsApp, but just keep texting and some people have been able to speak to someone.

It's just a case of trying as many things as possible and hoping that one will work....