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“New York abandoned”

written by Shaniyac431 on 04/03/2014

We booked flights, hotel and transfers with virgin.flight was delayed but was ok .hotel was nice, and located centrally in New York. Issue was at the airport we had booked a transfer with virgin.after collecting baggage and clearing customs we were told to look for the virgin sign.We came into arrival and saw a man holding a virgin sign.We headed for him ,he told us to wait while he arranged a transfer. A driver approached us and asked if we were with virgin , baggage label gives this away, he then told us he would take us to the hotel.We showed him the address of the hotel and thought this was the transfer.On arrival at the hotel he hit us with a charge for the transfer which we explained we had already paid.He told us that if we did not pay he would call the police.We explained that we had already paid but he told us that virgin don't operate a transfer coach. We reluctantly paid, their was no rep at the hotel or contact information for virgin in NY .We managed to get information from the bell boy where a rep may be at grey line tours.we made our way there but all the staff their were interested in was selling excursions .i told them I wanted to make a complaint but they told me that I would have to take it up with virgin.I tried contacting Virgin on line but they did not want to help. So virgin pretty much take your money and disappear in resort, they don't give you any contact details and offer no assistance if you get a problem. We felt very much abandoned by virgin holidays as such we would not recommend them nod would not use virgin holidays again.