Virgin Atlantic Holidays Recensioni 

Fantastic service. Attention to detail. Booked my hotel stay. Shauna remembered me from last year when I had to unfortunately cancel my holiday due to my child having an operation. She went through various options and helped me make the right choice.

This has been the worst group holiday booking experience I have ever had, despite having booked many holidays with friends in the past.
Unfortunately, I became ill and needed to cancel my holiday. When I contacted customer services, I was told that only the lead passenger could cancel the booking on my behalf. I explained that the lead passenger had already travelled as part of the trip I was unable to join, and therefore I could not contact her easily while she was on the flight for the holiday. She had provided me with the booking reference so I could handle the cancellation, as she was unable to call the team herself before they left at the airport.

Despite this situation, I was informed that the lead passenger would need to set up a password and pass it to me before I could proceed. As I was unable to reach her, I called again to explain the situation, but the team refused to make an exception and insisted on following policy without considering the circumstances.
After several days, I managed to reach the lead passenger. She attempted to resolve the issue herself but faced further difficulties, including time zone differences and limited phone access while abroad. We were also told there was no email address available for cancellations, only phone calls were accepted as generic emails not monitored which made the process even more challenging and left no written record of communication.
When I called again the following day, the team still refused to assist or make proper notes on the account despite knowing that i needed this for my insurance form to be completed and submitted within the time frame. Eventually, once the lead passenger returned home, she contacted them again to create the password for me as they insisted only to be told that the trip could no longer be cancelled because it had already started and ended for them despite the fact that my return flight was still five days away.
During one call, I was told there were no notes or records of my previous calls. However, when I challenged this and mentioned that the calls were recorded, the explanation suddenly shifted back to “company policy.”
This experience has been extremely frustrating and distressing. Although I have travel insurance, I am currently unable to complete my claim properly due to the complications outlined above. As a result, I stand to lose a significant amount of money if I cannot recover the costs through either my insurer or my bank.

I am deeply disappointed by the lack of flexibility, empathy, and accountability shown throughout this process. Based on my experience and similar negative feedback shared by others when trying to make changes to bookings I would strongly caution anyone considering booking with Virgin Holidays.

We had a really good experience booking our dream holiday with Virgin. Stephanie was really helpful and knowledgeable, which made things so much easier! Highly recommended.

Kerry made coming into visit a pleasure she is a polite and helpful member of the team she helped find us an amazing holiday will be coming back

I was looking at booking a holiday in Ras Al Khaimah on the virgin website and after deciding which hotel, we went back to it only to find it had vanished from their website. Assuming it must be fully booked, we changed dates yet still no hotel, in fact the hotel had vanished for any date! I phoned the booking line Saturday and the guy I spoke to was very helpful however, it had vanished from his system too so he needed to speak to a different department and would call me back after lunch. I never heard from him again! I called again Sunday and the lady was a lot less helpful and just said maybe its not available anymore so I gave up. The hotel is still available with everyone so I shall book through 'love holidays' who were cheaper anyway and I will select Emirates flights instead of Virgin now. I originally wanted to go through Virgin as I thought I would get a much service, clearly not!

I called the Virgin Holidays customer service line as I had a query on an all-inclusive holiday. The lady I spoke to, Yasmin, was extremely helpful and we booked the holiday with her over the phone, rather than going back to the website. She was very polite, friendly and extremely helpful. I really was very impressed with her!

Miriam did a fantastic job helping us book a last minute winter sun holiday to Dubai. She went through various options with us after discussing what we were looking for. Having personal knowledge of the locations and some hotels was especially useful to us. She also advised us on what to expect for a visit to the UAE during Ramadan which we hadn’t considered.

Excellent customer service experience and we will definitely contact Miriam again to plan our next trip.

Please think carefully before booking with Virgin, we are currently having a nightmare experience.
Despite numerous visits to the Bluewater branch prior to travel:-
Numerous issues with checkin. I could only check in with my 1-year old granddaughter, who for some reason was linked to me but was obviously with her parents. There was no system to override this. I was told someone had already checked a bag in for me, which I hadn’t. This then caused major confusion.
We had booked and paid for private transfers, which were not provided.
Two bags did not make it on to the flight. We are now 4 nights in to a 7 day holiday and two cases still have not arrived. We are missing basic essentials, such as underwear which we cannot source locally.
We booked tours for today, which have not gone ahead as the transport did not arrive.
Virgin have been completely unhelpful and unresponsive throughout the process. The whole holiday has been completely dominated by dealing with these issues and not the relaxing experience it should have been.
The in-resort reps are polite and friendly but completely ineffectual.
I have no doubt Virgin will just respond to this by saying email their customer services team . An absolute waste of time, as they barely respond and certainly not with anything of any practical use.

Wouldn’t want anyone to have a similar experience.

Oh and don’t be taken in by their response and fake concern. Sent an email to the address provided in the response straight away. No acknowledgment or any kind of reply at all….

I’m a new customer to Virgin holidays and not familiar with the booking process. I booked Las Vegas today and not a one point it said when I had to pa the full balance by. Am I supposed to guess ? Of course I booked as really wanted for holiday and now only have under a month to pay it all off. Phoned up and they said can pay 30 percent and can extend 2 weeks. The also said it should tell you. It didn’t. Unnecessary stress now and panic how I can pay it all.

We just wanted to say that our experience with Eshaa Patel was the best we've ever had in over 40 years of booking holidays.
Eshaa was Knowledgeable, understanding, kind, polite & an Absolutely Fabulous lady!

We can’t thank her enough for everything she did for us.
Virgin are very lucky to have her.

Pete Lunn & Family

Joanne was very helpful and explained everything very clearly.

Booked a holiday to New Orleans via New York and on to Jamaica via Atlanta for my 30th wedding anniversary, delayed by 3 hours in New York, were finally emailed food vouchers after our flight took off so $80 out of pocket.
Then due to bad weather Delta told us to change our flights but could not do it through them as flights were booked with Virgin, Virgin refused to do anything so I booked flights with American Airlines and paid $1200 out my own pocket.
Virgin in resort USA reps are just a WhatsApp service who do nothing.
Virgin you ruined my wedding anniversary and don’t care!
All staff have been unhelpful except for those in aftercare.
I have another holiday booked with Virgin for October, I just hope they get this one right as it too involves internal flights!
Disappointing 🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬🤬

Stephanie was absolutely brilliant, we’d only walked in to have a browse at Dubai holidays and to see what offers there were.. we walked out with the perfect package within minutes. Stephanie was very friendly and helpful! Definitely book more holidays with her. Thankyou!

Don't want to help rearrange my booking told me it would cost over a £1000 more pass the situation to another trainee

I needed to make some amendments to my forthcoming holiday. As always the local branch of my Virgin Holiday ( Norwich) made it an easy & seamless process. Carley who dealt with my query on this occasion was absolutely fantastic & a great ambassador for Virgin holidays!

The young lady we have been dealing with was absolutely amazing, she went above and beyond for us her name was Steph from the Cardiff store

Fast, friendly call, very easy to book the holiday and lots of great advice

Wendy was most helpful and very knowledgeable and professional.

We had problems booking our holiday on line, took the deposit but didn't receive a confirmation, then the system crashed. Miriam sorted it out for us very efficiently and booked our holiday for us. What a lovely lady.

It was a absolute pleasure to be taken care off with such professional and helpful staff. The service was fantastic and every question was answered in a professional and helpful way .top marks to Katie!!!