Virgin Atlantic Holidays Avis 2 324

Kate Hester was amazing. After having issues with trying to book a holiday via the website, I called Virgin and lucky for me I got Kate. She was incredibly cheerful, friendly and very helpful. She resolved all the issues and sorted out my holiday. Thank you Kate 😊

I would like to give a minus star award,but that isnt possible.
On a long delayed trip of a lifetime celebrating out 30th wedding anniversary, we finally went to Jamaica in November 2024, but on the return flight, before take off, I was wrongly removed from the plane and humiliated in front of the other passengers.
Treated like a joke by Virgin ground crew, despite starting to go through a diabetic episode.
Essential and life preserving medication left on the plane, along with my distressed wife.
Therefore left in a potentially life threatening situation.
Abandoned in an airport in a foreign country.
No food, accommodation or money.
Told to arrange my own accommodation in an area where we were warned not to venture out on our own due to criminal activity including abduction.
Stayed all night on metal seat in airport, unable to sleep, without food or drink, keeping an eye on luggage, worried about unsavoury characters entering unguarded building.
Wife almost removed from plane in Bahamas.
Rudely treated by Virgin ground crew staff at MBJ. Some of whom should not be allowed to work on such a job and have face to face contact with passengers. I could easily do a better job than those.
Our wonderful delayed 30th anniversary trip of a lifetime completely ruined at the end by being separated and treated like a criminal.
Out of pocket expenses, damaged luggage, and separated from someone who I needed to assist due to a mobility issue, and I rely on to support me during diabetic episodes.
Children heavily traumatised by what happened to us and me in particular.
And that isn't including the distress, heartbreak and danger to my life that this episode produced.
Wonder what Virgin would have done if I had died due to this?
Then when I complained they responded with a work of fiction concocted by the very rude Virgin ground staff in Jamaica.
I have now been blocked from telling my story on facebook.
This shows signs of Musk / Trumpiasm, and is disgusting.
Went through ADR adjudication, but on May 5th decided that Virgins lies are to be believed and found in their favour.
Strangely enough ADR are funded by!!!!!!
Yes you've guessed it, the same airlines that they rule in favour of!
Strange that isn't it!

Stephanie from Cardiff helped us book our next trip to Orlando. We couldn’t be more excited for our trip after she helped us shape the perfect holiday.

Went to Virgin to book a holiday to Florida and got served by Abi. Firstly she made us a coffee and made us welcome.
She went above and beyond for us, nothing we asked for was trouble. Made the whole experience happy and exciting. Even had a hug before leaving 🥰

Informative, constructive advice, professional, personable, engaging and managed to book the holiday we were seeking.
if only all service industries were like this.

We had such a fantastic experience booking our holiday thanks to Kate Hester at Virgin Atlantic Holidays. From start to finish, she was incredibly professional, friendly, and genuinely helpful in every possible way.

Kate made what could have been a complicated process feel smooth and stress-free. She explained everything clearly, took the time to answer all of our questions, and made sure every detail was taken care of. Nothing felt like too much trouble, and her knowledge and attention to detail really stood out.

What impressed us most was her warm and personable approach — she made us feel completely confident and excited about our trip. It’s rare to come across someone so dedicated to great customer service, and Kate truly went above and beyond for us.

We wouldn’t hesitate to recommend her to anyone booking a holiday — she’s an absolute credit to the team!

Thank you again, Kate — you’ve been amazing!

The team were excellent with getting the perfect holiday. The manager and Terry went above and beyond to get us the best deal. Extremely happy

I am writing to share some very positive feedback regarding team member, Terry Davis, who assisted my family and me with booking our recent holiday to Florida.

From start to finish, Terry was absolutely fantastic. She was extremely helpful, knowledgeable, and genuinely friendly throughout the entire process. Nothing felt like too much trouble, and she made what could have been a stressful experience feel easy and enjoyable.

Myself, my wife, and our son all felt very well looked after, and Terry’s warm and approachable manner really stood out. She took the time to understand exactly what we were looking for and ensured everything was perfectly arranged.

It’s rare to receive such excellent customer service, and I felt it was important to recognise her efforts. She is a real credit to your team.

Please do pass on our thanks and appreciation to Terry.

I was struggling to book a disney holiday on the Virgin website. I called the telephone number, the call was quickly answered my a lady called Kate. She was extremely helpful and friendly, guiding me through the process. Its my first holiday booking through Virgin and definitely won't be my last after such a positive experience with Kate. She is a great asset to your team.

Andrew was fantastic, he was so knowledgeable and patient with me… I loved how he was honest and genuinely wanted to find us the best deal.

He listened to what we wanted and offered advice, I didn’t feel pressured or forced into booking with him, but his approach and knowledge really made me feel super comfortable booking with him.

He was friendly, funny and engaging and genuinely just a nice person … absolute asset to Virgin Atlantic

Virgin have cancelled our holiday, deposit paid? With no explanation given. When called the staff member blamed the increase in hotel price (we checked, it has not increased) and admitted that it was cancelled without first discussing changes with us to limit our recourse through ABTA. Then had the cheek to ask if virgin could help us with anything else. Things change but this is not a company you can trust to deal with those changes in a fair manner, offering options to us or right to recourse.

We were having an issue adding a discount code online when booking our holiday, so we called customer service and spoke to Miriam. She was so helpful and friendly, she also explained about the points we had and how we could use them. Holiday all booked by Miriam and due to her advise it came in less than expected.

I recently just got back from my trip to Orlando and I just want to say how thankful I am for the help I got in store from Jamal in the merryhill store! From start to finish he made it so stress free. He really took the time to understand exactly what we wanted out the holiday, nothing was too much trouble and his knowledge and attention to the detail is honestly made all the difference. We will definitely be booking with him again

Lara Dullam in Queen Street Cardiff was excellent. She sorted our complicated family flights in one visit, very patient and cheerful. She followed up by email the next day as promised.

I called in to look at holiday options for my honeymoon today. I was greeted by Stephanie from the Cardiff branch and she was beyond helpful! I was unsure where to go due to seasonal weather restrictions in certain countries and places that were safe to travel to due to everything that is currently going on in the world. Stephanie was welcoming, informative, gave great advice and suggestions while looking for the perfect multi centre holiday to make our honeymoon extra special. Needless to say we booked it straight away. We will definitely be back to book further holidays with Stephanie! Thank you so much Stephanie!

Sydnee at the Norwich office was superb she helped us so much in booking our holiday and to make changes if only everyone worked as hard as she does and actually care for the customer it was the best service I have received from any travel agent over the years and would only book with Sydnee if we wanted to go back! Thank you!

I booked a package holiday last May to Barbados for this year for my husbands Birthday and we are in Barbados at the moment. I upgraded our seats both ways to Delight so we could sit together. I was told I could reserve seats one week before our flight home as Silver member!! I asked if I needed to pay for seats and was advised there should not be a problem. I went to reserve seats today as advised and only 3 odd seats left none together. I asked for help and wasted most of today trying to sort it out but they have booked us one behind the other. I suffer from severe anxiety and as a female I do not want to spend a night flight next to a stranger! My husband will be 71 and I am 65! The person in chat told me the two odd seats have been booked and then told me she would pass me to UK office. She then said she couldn’t and would try again later! I then received a survey to complete asking me how my experience had been and it’s not resolved. We have a week left of our holiday but this has ruined everything. I am so anxious and nobody cares! Why pay extra for Delight if you can’t sit next to each other! Why was I not told a year ago at time of booking that I needed to pay even more to reserve two seats together in Delight when I asked the question?
I contacted the in resort team and they did not help. They booked the two odd seats after I explained the situation! They then said they would pass to the UK team but they could not do it?

Our agent Rachel at the Meadowhall store went above and beyond to organise and plan our 2027 trip to Walt Disney World. With many changes and sorting out the best price for us, we never felt rushed, she did help with every small detail big or small. 5 Stars from us.👍

I went into store needing someone who has good experience with a destination and a a resort because I needed help between a few due to my disability. Plus it was a special birthday trip which is why I was paying nearly £3k and wanted to have knowledge of what they are selling as they would know as it is their own product.
Not once was I told that even if I upgrade to ocean view room, it would only be a partial view. Apparently it was my responsibility to know this and not down to staff to tell me.
Even after talking in debth about my disability and how I need flat land and even in an email I said I should not be too far from the lift. I was not advised there is no lift in the hotel. Again Virgin have told me I should have known this information my self and it is not down to the sales advisor to tell me.

What I don't understand is why have a shop with staff they are not allowed to tell us the information. Apparently I should have known all the inventory and information even though I was not shown anything and I was thinking I was with an expert who knows full knowledge of what I am being sold. If I had been told the ocean view room is a really limited amount of ocean you will see then at least I would have known where I stand.
If the sales advisor had said we are booking assistance for you and you have said 1. In an email about being near a lift and 2. You needed help about the hotels as you need flat land. Well this hotel does not have a lift and you will be walking about and down a flight of stairs to and from your room, will this be OK.. Again I would have known and then looked for alternatives.
Virgin have just put the blame on me to say it should have been knowning all this information and it is not down to the people selling you to holiday to pass on the information.

Another case of customer is always wrong when Virgin know they should have just told me at the time of booking, even when I said exactly what I need.

So the booking i would give 5 stars for being quick and easy to navigate. Holiday booked check, seats picked check now to wait for the holiday. I then received an email saying there had been an error and couldn't honour the hotel (clearly undercosted) and i had 14 days to get in touch or they would cancel the trip! After alot of back and fourth it turned our i had already overpaid for the trip and was due a refund so that was processed and then i picked another hotel and was due a refund for that as the price had come down. I was told the refund would be 14 days. 8 days in expecting it anytime and still nothing. I am then told its 14 working days. So i wait longer i then receive an email saying i need to confirm my bank details some 10 working days after being told the refund was already being returned to my bank. So i confirm the details to then receive another email stating it is now 14 days from that date. Working day? No idea. So all in all, holiday wasnt honoured and still waiting the best part of a grand to be returned and no idea when that will happen. The staff that rearranged the holiday were amazing though especially a lady named Grace i would give her 10 stars if i could. I hope my 40th birthday will be as amazing as i had hoped when i originally booked.