grrrrrrrrrrrrrrrrrrrr !!

[princessjodiebo]

am a tad angry at the moment with virgin !
i booked our holiday to florida last wednesday doing one of these magic your way packages and a rather nice discount from my mum lol
she got the confirmation and its all wrong we were supposed to get free passes and didnt , free v room and didnt

after 4 days of trying they are saying that i might not even have a valid booking as it hasnt been loaded properly and that when i rebook if its more expensive then i will have to pay the difference !!
not too happy at the moment

 

[darthtatty]

thats not good.
Hope you manage to get something sorted out
it seems to be typical of Virgin at the moment.

 

[2Tiggies]

I had a different but similar problem last year with Disney UK. It took a lot of determination and perseverance, several emails, numerous letters and some phone calls to a supervisor. Three months later, they sorted it out. FWIW, it was flight inclusive so it was handled by VH staff.

Phone back, ask for a supervisor and insist that you speak to one. First try and find a note of the approximate time of the call when you made the booking and tell them that they advise calls are recorded in the case of any doubt, you insist that they track the call.

Finally, not sure what day you booked but unless it has changed, you have seven days to dispute any discrepancies, etc. Stick to your guns and don't give up. Let us know how it went. If it was not properly loaded that is an agent's error, not yours and they are accountable to deliver. Pull out your terms and conditions and see if there is anywhere you can pull them on it. I would look for you myself but I am at work at the moment.

Oh and one final thing, be emphatically firm about your position but try resist the urge to shout, scream or accuse (even although it's probably fully justified). When you put the phone down you can call them all the discriptive names you want.

 

[princessjodiebo]

i am being kept away from screaming obscenities as my mum who works for the co op is getting her colleagues to deal with it !
i was there when they booked it i even know the reference of the guy they spoke to
they phoned the co ops head office today and they gave them a supervisor number who reassured that it would be resolved in 24 hours which was today
needless to say my mother is fuming as it is her that is paying for us to go to say thankyou for postponing our honeymoon while my bro was having chemo !!
will keep you updated but i have a feeling when shes back at work its not going to be a good day for virgin !!

 

[2Tiggies]

i am being kept away from screaming obscenities as my mum who works for the co op is getting her colleagues to deal with it !
i was there when they booked it i even know the reference of the guy they spoke to
they phoned the co ops head office today and they gave them a supervisor number who reassured that it would be resolved in 24 hours which was today
needless to say my mother is fuming as it is her that is paying for us to go to say thankyou for postponing our honeymoon while my bro was having chemo !!
will keep you updated but i have a feeling when shes back at work its not going to be a good day for virgin !!

At least it is being dealt with. I know people promise to have things 'sorted' in xx number of hours, but in reality what you end up with is more a case of it simply being addressed or brought to management's attention in that timeframe.

It was obviously not captured correctly on the system. THat should be relatively straighforward for them to figure out. Once that is established, they have to face up to the fact that all liability for the error lies with them. If it comes to that, advsing them you will be contacting the press usually gets a reaction (But if you threaten to do so, ensure you have full intentions of following through. It worked pretty well for me when I forwarded an organisation a draft letter to The Times, notifying then that they had 72 hours to contact me personally with proposals).

 

[crabbie1]

Virgin holidays should be doing there best to keep there customers happy.Compared to booking seperate there prices are very high for there packages.One reason I wont book with them and the poor customer service in the past when we got married
I hope your mom manages to get things sorted.Its a lot of money.Sorry to hear about your brother and hope you do eventually get it sorted and have a wonderful time.