ASTONISHED

Virgin have gone downhill rapidly, particularly their customer services. My daughter and partner returned from Dubai on a Virgin all-inclusive holiday and, despite promising never to visit the same place twice, enjoyed it so much they immediately booked a return holiday. Not long after they learned they were expecting their first baby so asked Virgin if the deposit they had paid could be put on hold until after my grandaughter had been born and my daughter return to work following maternity leave. This was agreed. My grandaughter was born on 18th October 2014 (ironically the same date as their flight was booked to return from Dubai) and e mailed Virgin in June this year to confirm the voucher issued regarding the deposit was still valid and could be used when she returns to work next month. Virgin Customer Services did not even both responding! She sent another e mail earlier this month explaining she had received no response and simply, once again, received no response to that one either!! I have today downloaded details of a formal complaint and will continue submitting updates until we get an answer. I have travelled with Virgin many times and recommended them to my daughter when she and her partner began taking holidays. Without a doubt, over the past couple of years, we have seen a dramatic decline. Their holiday prices have risen and risen whilst their standards have rapidly fallen. Assuming they did read both e mails they would have known that after the birth of my grandaughter my future son-in-law proposed to my daughter and they are now getting married. This was clearly explained in her e mail as their first choice of tour operator for a wedding abroad was Virgin. We now have no intention of using them as they can no longer be relied upon. I am astounded and astonished at their inability to respond to customers and I, too, will think twice again about booking with Virgin Holidays.