Virgin Atlantic Holidays レビュー 

Rebecca was very polite and professional. Thank uou

My partner and I have been booking our holidays with Kirsty Dove at Virgin Holidays Bluewater for over four and a half years, and she is the sole reason we keep coming back. Her service is exceptional every single time — professional, friendly, knowledgeable and genuinely passionate about creating the perfect holiday.

Kirsty doesn’t just book trips; she helps shape unforgettable experiences. She listens to what we want, makes thoughtful recommendations, and often suggests ideas we wouldn’t have discovered ourselves. Because of her, we already have four more holidays booked for 2026 and 2027 — that’s how much trust we have in her.

We’ve also recommended Kirsty to friends and family, and they’ve all said the same thing: she is brilliant, helpful and an absolute pleasure to deal with.

If you’re booking a holiday — ask for Kirsty. She is a credit to Virgin Holidays and worth every bit of praise.

Leah Jennet at Virgin Holidays in Plymouth was excellent. She gave us lots of options and helped us with our decision.
She is most knowledgeable about the choice we made so we felt confident to make our booking

Virgin Holidays cancelled our flight, due to schedule changes, with a vague email and no clear alternatives. When we called to adjust our trip by one day (to fit the new schedule, which we had to look up ourselves) so we could still meet family, the service was extremely disappointing.

We were told our only options were to cancel everything or rebook at new prices (despite the cancellation being from a Virgin Atlantic schedule change), with no guarantee of the same room type, and no help was given to simply adjust our existing booking.

They said they couldn't call the hotel to confirm a date change for the room and could only email them with up to a five business day wait, which defeated the point of booking a package holiday. There was no logical process, no willingness to hold flights until resolved, and no real effort to help. Asking for a manager was dismissed outright.

After a stressful two-hour call, nothing was resolved. A week later of unhelpful emails, still no progress, plus refusal to delay the payment deadline while they sorted things out. In the end, we had to monitor live packages ourselves in hopes something came up, and called in when we noticed options available for our dates a week later.

Virgin Holidays offered no meaningful or timely support, and the whole experience was well below acceptable.

Edit: A couple of weeks later, I was contacted by Salma, who was very helpful in putting things right. I am still a bit bitter we had to go through the initial problems, but I appreciated the good customer service we finally got.

Take money out your account twice and take ages to pay you back …. Not good at all!

I am owed £2500 and it has taken nearly a month and have not had a single penny in my bank account. I was promised this takes up to 14 working days, however I am now approaching the 1 month mark. Feels at this point like I’ve been robbed. Several calls made, the issue has been escalated, yet day by day I get this same automated reply, and no money in my bank. Next time I will book elsewhere. AVOID.

Great service by Andrew at the Virgin Atlantic Holidays store in Braehead.
He was friendly and was really helpful during our time in the store.
We booked a Virgin Voyage and Andrew had great knowledge about the cruise, offering lots of useful hints and tips.
I usually always book my holidays online myself but I’m glad I took the time to go into the store it was much easier and hassle free.
I’ll definitely be back when booking my next holiday

Fantastic customer service received from Megan.

We visited Jamaica and shortly after arriving were told a hurricane was going to hit the island. Virgin did nothing to help us return home earlier and simply cancelled our flight home and gave us no indication or reassurance of when we may be able to fly back. We lost hundreds of pounds due to the flight cancellation not to mention being very distressed at being abandoned especially as we were travelling with our young son.

Whilst we were on holiday the hotel The Shelburne Sonesta, New York, took nearly $1500 from our credit card that they held the details on from when we checked in. They explained to us that it was because Virgin Atlantic Holidays (VAH)had not paid them for our rooms. They then claimed they had reversed the mistake but it has taken 31 days to get our money back. We had to arrange to arrange emergency funds as this was our spending money whilst we were there. Several VHA people have since been involved but no one person tried to help us resolve it. There hasn't been any care shown and a derisory credit for a future holiday with them. I've taken it to ABTA but they've shown themselves to be irrelevant.

In summary:

- Due a refund of well over £1000, which had been told was "Processed"

- Waited 7 days for a payment link, had to chase to get one sent.

- 15+ Days later - No Refund has been provided

- Emails Ignored

- Agents pass the buck and take no ownership of the issue on the phone

I always reserve judgement on an organisation for how they react when things go wrong.

Are they sympathetic, Do they keep you informed? Do they accept responsibility for their mistakes?

Unfortunately the answer is No to all of the above.

I type this whilst stuck on hold for over an hour, presumably behind a queue of other annoyed customers.

How they are even affiliated to the Virgin name I have no idea!

Never Again.

**UPDATE** Day 16...No refund and no progress update for Virgin Holidays.

**UPDATE** Day 22...Still No Refund.

**UPDATE** 36 Days and I have my refund, only after submitting a legal letter to VH HQ

Flew from Manchester to Atlanta. 10/10

Booking Ref: 6885090 – Extremely disappointed with our Virgin Holidays experience

We booked a holiday to NYC for three adults and one teenager. Virgin’s website presented a room at the Intercontinental Times Square as suitable for our party, but it simply wasn’t. The room was 350 sq ft with two full beds and no space for a third adult. The hotel confirmed no rollaway or sofa bed was allowed due to fire regulations. They even provided bedding for one of us to sleep on the floor.

When we raised this with Virgin, the only “solutions” from the hotel were to pay $2,008 for an additional room, or $250 per night as a “reduced rate”. This was incredibly embarrassing and not something we should have been expected to pay when Virgin’s own booking system allowed this room for our party size.

We also paid extra for a “superior bay view” but were given a 3rd floor room overlooking a street-level gift shop. Nothing like the upgrade we paid for.

We were charged a $40/day amenity fee that was never clearly disclosed. Virgin couldn’t show where this information was given.

Before travelling, we were charged twice for seat selection (£156 twice), then experienced further confusion with seat upgrade charges. We paid £400 in total for seating upgrades but still had issues.

We contacted Virgin repeatedly via WhatsApp and email while in resort. Their initial replies were dismissive and didn’t address any of the issues. After that, we were ignored completely while still on holiday.

This was a particularly important trip for personal reasons, and the lack of support and communication from Virgin overshadowed what should have been a special family holiday.

I have now escalated the entire matter to ABTA and am submitting all evidence.

Lara at the Cardiff Virgin Holidays branch was superb when our honeymoon to Jamaica was cancelled due to the hurricane damage. She worked with us to find a location that met our needs and expectations, and as a result even though we can’t travel where we originally planned, we have a new location that we are delighted with! Thank you Lara!

Excellent customer service skills, demonstrated good understanding of my situation and applied great knowledge and ability to sort out my issue in one brief phone call! Thank you Ayane Daher-Barkat!

One word….. excellent.

The young lady who helped us today was
Sydnee at the Norwich branch…. what a truly lovely young lady who knew her job inside out….. a real asset to Virgin…. thank you.

I would put zero stars if I could.
I don't usually post things like this, but feel compelled to today. Please be aware if you make the mistake of using Virgin Atlantic Holidays.

My step daughter has travelled to Arizona with British Airways (visiting her boyfriend). She was due to fly back on the 26th of November. She also has a flight for her and her mum and a hotel booked with Virgin Holidays to New York on the 1st of December and returning on the 6th December. Step-daughter has been invited to stay in Arizona for thanks giving and so instead plans to travel to New York from Arizona and meet her mum there. Simple you would think. Inform Virgin that step daughter won't need the flight to New York (maybe pay a charge for amending the booking). But no. What they have said is, if she doesn't fly from London to New York, they will cancel her flight home, leaving a vulnerable young woman alone in New York with no means of returning. She doesn't have the funds to book another flight home and Virgin have confirmed that even with prior notification, they will leave her completely stranded.

To make matters worse, (we were authorised to speak to virgin on her behalf), we paid a visit to virgin holidays in Cribbs Causeway. We had the unfortunate experience of speaking to Laura or Lauren. She likes to huff and roll her eyes at you if she finds you a bit irritating. Also, when I pointed out that her company were choosing to leave a vulnerable, female single passenger in New York with no means to get home, when she had already paid for the flight, she decided she wouldn't speak to me any further because, and I quote "you are being very direct with me". I'm not making this up. I didn't swear, I wasn't rude and I wasn't abusive in any way. So WOKE is also alive and well at Virgin Holidays too. Never, ever will I ever use Virgin again for anything.

For the avoidance of doubt, I'm well aware that if you don't show without notice on an outbound flight, the return is often cancelled. But that is not the case here. They have been notified, and are choosing quite deliberately to leave her high and dry in New York.

I booked a holiday with Virgin and its the first I have used them in sometime, as I have always found them expensive compared to BA holidays, however on this occasion they had a £200 off discount with them.

I booked my holiday, entered the discount code and it came up that it was accepted it even still says it on my booking. It was late at night and I actually did not notice until the day after that the discount had not actually came off.

I emailed the customer service department, never heard anything so about 10 days later I emailed again. On day 18 they finally replied to me.

They said the holiday I booked was outside the dates for the £200 discount, even though the code was accepted. Tough was the response I got from Virgin and guess what I am outside the cool off period, which I suspect was the reason they did not answer for 18 days.

I am taking it further but people watch out and pay attention unlike me!

They did not add the points to our membership. So we lost all the points, that should have been added by the advisor.
I did contact customer services but they said as it's been over 6 months they can't help.

AVOID! On arrival to Orlando and entering the villa at Windsor Island Resorts we had been allocated via the entrance code, which was emailed to us the day before departure, we opened the door to find that it was already occupied and another families belongings were in the property, we tried contacting Virgin immediately as well as Tropical escapes who are the property management company that Virgin use, to be told that we had been allocated the property so we should remain in that property and advice the family when they return that they would have to leave as this villa is allocated to us, we of course did not feel comfortable with not only starting the holiday by confronting the family that were residing there already but the beds had been slept in and the fridge and cupboards were stocked with food for their stay and their valuable property was in the villa. We refused to do this and left the property, my husband went and fetched the security from Windsor Island gates, who attended and entered the property using the code we had, once he saw that the villa was clearly occupied he told us that we could not reenter under any circumstances and that he would have to call the sherrif as we would be trespassing. Ultimately, Virgin and Tropical Escapes had put us in an extremely vulnerable situation, with the threat of potentially being arrested or shot for trespassing, should the family occupying the property be American and carrying a gun. Absolutely disgraceful advice and support from Tropical escapes. We were then ushered off the property by the security, which was extremely embarrassing and distressing.
We then spent over an hour trying to get through to Virgin to sort out the issue and get some sort of accommodation allocated to us, which we eventually did but the newly allocated villa was a downgrade from what we had originally booked, and arrived at, in fact it was far from suitable, but it was a bed for the night which was more than what we had at the time and Virgin advised that it was out of hours and this was all they had available at that time so At this point it was 10pm and we had already missed out on our first evening at Disney.
Day 2: Both the phone call or the visit requested from the local Virgin rep didn't happen by 10am as promised, and by 1pm we decided to go and make the most of the rest of the day, visiting Disney, albeit much later that we had anticipated. However, we went and had a fantastic but short visit to the park, but when we arrived back at our Villa at 11.20pm we found that the code for the door had been changed whilst we were out and we could not access the villa. ALL of our personal belongings, including diabetes medication, passports, money, cards and clothes were in the villa that we did not have access to. We tried calling Virgin, numerous times but we were met with an automated message saying the lines were now closed and to call back during the opening hours, we tried contacting Nikita on the number she had called us from the previous day which took us directly through to Virgin Atlantic, who were extremely rude telling me the only thing they can do is change my flight. We then called Tropical escapes, who were unable to locate our booking, my husband was on the call to them for over 2 hours trying to get a resolution. I then managed to get through to a Virgin out of hours emergency number that I had found online and was instructed to leave a voicemail, which I did explaining the situation and asking for a call back. In the mean time we had again visited the security on the gate at Windsor island resort, who have nothing to do with the Villas and are only their for traffic control in the resort, but they were very helpful in trying to locate the property owner to help us as the 7 of us were sat outside on the curb with nowhere to go in the middle of the night and they felt sorry for us. The security did eventually find the property owner after alot of digging and we managed to gain access to the property at 3.30am when the owner remotely opened to door for us. Virgin a Tropical escapes had been completely useless during this horrific experience, being homeless in the middle of the night, sat on the curbside in awful conditions and paying £20k for the privilege!
I spent endless hours of my holiday calling and emailing to try and get an apology and an adequate resolution and we were offered $200 Disney dollars between 7 people! You can't even get a quick service meal each with that! I then attempted once we were home and again spent weeks arguing with customer care managers due to the lack of empathy and accountability. Needless to say £20k once in a lifetime holiday was an absolute nightmare and completely ruined, no way would I ever use or recommend Virgin holidays again. I thought when I booked that I was using a reputable company...boy was i wrong!