Virgin Atlantic Holidays レビュー 

Disappointed, as we made an expensive holiday booking and discussed an allergy requirement with the in-store rep, and once booked, we were notified that gluten free meals cannot be provided on board the 11 hour flight. It would have been very helpful to mention this at the point of booking and before we decided to upgrade both flights. I emailed customer services who sent me round the houses for months, then they were unable to locate the information of my complaint. I had to provide the details again. I've received an email basically just apologising and saying that they understand if we choose a different holiday provider and that the team can assist whatever we decide to do with the booking. I'm not too sure how that would work, as the deposit is usually not refundable, so again, not the most helpful communication. Talk about making repeat and loyal customers feel valued! Laughable but not in a good way :(

Yasmin was very helpful and patient.

Disappointing flight with no child’s meals provided on either outbound or inbound flight, long haul flight to Orlando this wasn’t at all ideal!!
Building work taking place at hotel which we weren’t notified about and was handled extremely poorly by hotel staff.
Sent email complaint to Virgin which included other minor niggles, 6 days ago with no response at all!

After weeks of debating of going to America and hours of searching over the Internet on the best possible options. We decided to go into virgin where we met Chloe, she was so helpful and gave us a completely different approach on our holiday which worked for not only us but our two children we got a better deal than what I looked over the Internet for hours on end and a better understanding on how we booked our holiday. Thank you so much for all your help.

Another great experience with the staff at there high Wycombe store where Heidi has put together a amazing bespoke package for us
Nothing to Much trouble and communication has been amazing

I booked a holiday with Virgin Atlantic Holidays and, despite my own email address being recorded as the primary contact, the booking confirmation was sent to an additional historic email address belonging to my ex-partner.

The email contained passenger names, travel dates and accommodation details. This was particularly serious because children in my care are travelling and the information disclosed effectively revealed where we would be during those dates.

I want to be very clear that the in-store booking experience itself was excellent. Olivia was professional, understanding and took the time to meet our requirements. My complaint is about what happened afterwards and, more importantly, how it was initially handled.

When I first raised the issue, Virgin explained that the additional email address had been associated with previous family holidays. In a later response, I was told that staff “seemed to recall” that the email address had been confirmed and that, because I was “understandably in a hurry to leave”, this was perhaps why the additional address had not been identified.

I found that response extremely disappointing. I was never made aware that a second email address was still attached to my customer profile, and I was certainly never asked whether that historic address should receive information about this new booking. The suggestion that my being in a hurry had somehow contributed to the incident felt like responsibility was being shifted onto me rather than the problem being properly acknowledged.

There was also nobody named Alice travelling on the new booking, so I could not understand why an historic email belonging to someone who was not a passenger or involved in the holiday arrangements was being sent our booking information at all.

I escalated the matter to the Area Manager. Following a technical investigation, Virgin then confirmed in writing that they had identified a system error which caused the booking correspondence to be sent to the additional email address. They also confirmed that their technical teams are now working towards a permanent solution and that an additional verification step has been introduced into their booking process.

So, after initially appearing to suggest that the issue may have resulted from me being in a hurry, their own investigation ultimately established that it was a system fault.

This incident has caused genuine safeguarding concerns for my family. I have had to seek advice from my solicitor and consider what steps may be necessary because information about the location of myself and children in my care during specific future dates was disclosed to someone who should not have received it.

Virgin have changed my booking reference, removed the historic email address and offered to change my holiday dates without a change fee. However, the dates we booked are the dates that work for our family, and I do not believe we should have to rearrange our holiday because of a failure in their own system.

What has shocked me most is that, despite now identifying a system fault and acknowledging that changes to their processes are required, the correspondence I have received appears to treat the matter as effectively resolved with an apology and preventative changes going forward.

Those changes may help prevent this happening to someone else, but they do not address what has already happened to my family or the distress and safeguarding concerns it has caused.

I am extremely disappointed by the initial lack of accountability and by how much escalation it took before the underlying system failure was actually identified.

For a company handling passenger details, children’s information, travel dates and accommodation details, I would expect data protection and verification procedures to be treated with the utmost importance.

At this stage, I do not feel the seriousness or impact of what happened has been adequately recognised, which is why I cannot give this experience anything other than one star.

Recently went on family holiday to Orlando and used a virgin recommendation to stay in Sonesta ES suites international drive.

Hotel room poor with lots of equipment that didn’t work, chest drawers broken, fridge not working properly, main lights not working, tv control no working, mould on ceiling in ling room along with cobwebs, surface dust on arrival.

Not what you need to start dealing with on arrival from long flight having paid an expensive price for tickets.

Reported to three people hotel reception who would not change room, booking office in uk who referring to USA reps who I reported to but just the generic response photos and video taken to proof issue.

We expected better from Virgin who pride themselves on higher standards.

We visited a few travel agents in Norwich, the experience provided by Evy at Virgin was by far the best, welcoming warm attitude.

Friendly welcome , staff down to earth and personable . Rachel was great . She took the time to understand what we were looking for and was very thorough in searching out the right flights & car package . Made the whole experience even more exciting. Her knowledge was second to none.

Shauna at Virgin Trafford Centre was fantastic. She gave us all the help and information we needed in a friendly, polite manner.

Melanie contacted us with the quote by email, then a phone call holiday booked everything done in 10 minutes very professional and friendly.

It’s that time of year again when Virgin Atlantic will be taking your hard earned money but PLEASE be careful.
We booked an Hawaiian Cruise, via the USA. Expensive seats were booked reserved and paid for covering all 4 flights. Unbelievably our reserved seats on 3 of the 4 flights were not available on check in. We had to sit separately on all 3 flights. We could not contact Virgin during our holiday so we e-mailed complaining on our return. Amazingly we were advised that “ALTHOUGH SEATS ARE RESERVED AND PAID FOR THEY ARE NOT GUARANTEED”.
Please don’t fall for this ‘con’ from Virgin, they take your money with false promises.

This is the first negative review I’ve ever left for any company, but after my experience I feel it’s the right thing to do.

Our problems started when a colleague from the Cheltenham branch phoned me to promote the Disney Free Dining offer - before the deal went live (colleague was great at her job, I booked a big holiday after speaking to her). During that call I was told our room type at Disney’s Coronado Springs Resort was included. After booking, I was then told it wasn’t included after all and that I’d need to pay almost £900 for a room upgrade. Disney had not included the room type in the deal - I wouldn’t have chosen it but for Virgin telling me it was included. It wasn’t explained to me that things could change when the deal went live but room TYPE was not mentioned or in any terms. I kinda expected that the price might increase a little but not by that much.

The room was in a preferred location - this isn’t important for me because I hired a car. No upgrade what so ever - the rooms are the same. No benefit just extra dough for me.

When I raised this, the Regional Manager told me that Disney had changed the terms after I’d booked and the only solution was to pay the extra; it wasn’t on them, Disney had moved the goalposts. I had simply booked based on the information Virgin had given me. My family were already excited about the holiday, so I reluctantly accepted the additional cost.

I deliberately chose to fly from Manchester because the earlier flight times, both outbound and inbound, suited my family much better. I also paid extra to choose our seats and for a flight upgrade. Months later, Virgin changed both outbound and return flight times, removing the reason I’d chosen those flights in the first place.

At that point I wanted to cancel and receive a refund. I accepted losing my holiday deposit, but I was told I couldn’t get a refund for the seat reservations I’d paid extra for, despite the airline changing the flights.

I’ve also emailed the executive team in the hope someone would review the situation, but I’ve received no response up until this point. I just called them and cancelled. Swallowed my deposit and seat reservations. Lost £700. Wasted. Gone.

I’ve never felt the need to complain publicly before, but this experience has been incredibly disappointing and not what I would expect for £9k. I book a big holiday every year. Never again with Virgin.

We have a milestone anniversary coming up next year.
We made a booking with Evy in the Virgin store here in Norwich.
Here expertise and professional approach towards us has been second to none on every visit we have made in the planning process of our upcoming trip.
She has been always willing to go the extra mile.
An amazing experience 👌

Terry was excellent great manner and exceptionally helpful. Terry spent time checking out my questions and was very knowledgeable. Fantastic service.

We booked our holiday February 2026 to go to Barbados November 2026 online with Virgin Atlantic. We chose the 8 am outgoing flight from London Heathrow to Barbados and the 16. 55 return flight we paid our deposit and received a email confirming or holiday. We paid the balance July 2026 and 3 days later received a email informing us of a flight change we are now flying out to Barbados at 14. 45 which means we will get to the resort approx. midnight, I have since found out that Virgin have put on another flight at 8 am to Barbados which is already full. I paid extra money to travel on the 8 am flight when I booked it seems a bit of a scam filling up a flight at the most popular time then moving that flight to a later time and reselling seats on the new 8 am flight. After posting this review we have been contacted by Virgin Atlantic Holidays asking for our booking reference we we sent immediately but we have not had a reply

Great in flight service and fantastic hotels, and the advice from the travel agent was spot on

I will never fly with Virgin again, I normally fly British airways but had airmiles to use so booked with Virgin and also it was an early flight which I needed, but surprise surprise the flight time was put back 3 hours outbound and inbound, so now car parking, car hire and internal transfers are all needed to be changed, since Covid I’ve only used Virgin twice and both times they’ve done this which is not great when plans are set and paid for.
Update: Virgin asked me to supply my booking reference which I have done, haven’t received any communication from them since, why am I not surprised.
2nd update : two weeks later and still no reply from Virgin, my question to Virgin is “ why are you asking people to reply to your email with a booking reference to then ignore them, is it so other customers think you’re taking there concerns seriously by saying please contact us so we can look into it ?

Alice was really helpful! Very good customer journey !!
Thanks

We used the Solihull branch to book a trip to NYC, flights & hotels.
It is the first time we have used Virgin on advice from friends.
Grace could not have been more friendly and knowledgeable; she gave us clear options and some excellent advice. Costs were clear on flight, hotel and excursion options, enabling us to make a choice there and then.
We will certainly be going back to book our next trip…very happy to recommend the service.