Virgin Atlantic Holidays Avis 

Booking this holiday was a very pleasant experience made all the easier by the knowledge, understanding, helpfulness and patience of Kate Hester. She was excellent providing a level of customer care which is almost impossible to find in todays world.
Using the information and advice that she very kindly provided I have now been able to sort out and book my itinerary for my stay in New York.
Thank you Kate

2 weeks ago I returned from a holiday in Florida celebrating my grandsons eighth birthday, courtesy of Virgin Atlantic. Firstly the flights and the car hire were exactly as we expected from a company I thought were renowned for quality customer service. We booked a 6 bedroom villa in Paradise Palms and expected a 1st class quality accommodation. Wow were we in for a shock. The place was a hovel absolutely disgusting. It had certainly not been cleaned the back doors were off the runners and the front door would not lock at all. Two of the toilets did not work and were blocked. For two days I rang Tropical Escapes who Virgin had used to book the villa. I eventually gave up and went direct to Virgin Atlantic who sent someone to check out the villa, give them their due they tried to find us a different villa but said none were available. We were 3 days into the holiday I had unblocked one of the toilets which was disgusting I had reattached the wiring to the front door system and we had to take all our valuables with us every time we left the premises as the back door was not lockable we did not feel safe or secure. Virgin then had the cheek to ask us to stay in the villa and we could have the pool heated free of charge. This place really was a hovel and I asked them to send us home. At this point Some four days into the holiday they moved us to a different property much more in line with what we expected. The property was smaller further from the parks and lacked the amenities we had booked. I reasonably asked for 4 fourteenth of the cost of the holiday to be refunded for the 4 days they ruined and the inconvenience they had put us through. They offered us 1/12th of the cost as a refund. Trying to deal with customer service has been a nightmare but am quite willing to escalate the complaint and will not be fobbed off. Be aware they are still sending people to this accommodation and it could be you. I have only touched on some of the issues and thankfully took a load of photos. What I thought was a company with a reputation for quality service has come up short in every aspect of customer service. I am still dealing with Virgin and will update this feedback as it transpires. I really would not wish this to happen to anyone else so check your accommodation address before setting off.

Today I had the delight of having Miriam assist me with my booking. Her customer service was second to none and she sorted out the wee issue I had when trying to book online and followed up by contacting the flight centre to ensure everything was in place for our family holiday. I have never experienced such a professional but friendly and knowledgeable holiday advisor. She went above and beyond. It was such a pleasure speaking dealing with her and I will never use another company as long as you keep Miriam please, she is a credit to your organisation. 11 out of 10

A fantastic service as always from Virgin Atlantic holidays as always. This is why choose them every time over their competitors

I recently booked my holiday with Stephanie who is located in the Cardiff branch. She was brilliant, nothing was too much trouble. I felt all my questions were answered and the booking process was seemless. I will definitely be booking with her again.

The service that we received from Leia at the Merry Hill branch whilst booking our trip to the US has been fantastic. Nothing was ever too much trouble even when we changed our itinerary a few times! Will definitely use again for future trips. Highly recommend!

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!

Despite the response from Virgin I have not had any positive response back.
But why am I not surprised with this socking airline.

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 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!