Virgin Atlantic Holidays Avis 

Hi ….i cannot praise the staff at Virgin holidays enough for there seem less actions and consideration concerning our holiday …a job very well done and a special mention to Jaqueline Gough …Thank you ! 👍

The team at virgin Bluewater are fantastic, I want to shout out Lacey for all her help, when we needed it most she was there with a kind word and compassion. Extremely helpful and professional. I couldn't have asked for a better experience.

Popped into Virgin Travel branch in Milton Keynes and had a chat with Sian about a holiday to the Maldives, she was very helpful and accommodating with great advice with our queries.
So we booked our holiday with Atmosphere Kanifushi where we had the most amazing time and hopefully will be visiting again soon. Thank you Sian.

I rarely write reviews, but my experience with Virgin Holidays has been so frustrating that I feel compelled to warn others.

We are due to travel on a package holiday (3rd April) with a connection through Dubai at a time of escalating conflict in the Middle East. Naturally, we were concerned about safety and potential disruption. Rather than offering reassurance, flexibility, or reasonable alternatives, Virgin Holidays hid behind rigid “commercial policy” wording at what felt like the absolute edge of ABTA package holiday rules.

Despite clear and evolving geopolitical risks, they refused to provide meaningful options,no flexible rerouting, no reasonable amendments, and certainly no customer-focused solutions to cancel for a full refund. Every interaction felt scripted, with representatives repeating policy lines rather than engaging with the reality of the situation.

What’s most disappointing is that package holidays are marketed as offering protection and peace of mind. In reality, when it mattered most, this romise feels hollow from Virgin. Instead of supporting customers through uncertainty, they appeared more focused on minimising their own liability.

I understand that companies must operate within policies, but there’s a big difference between following rules and using them as a shield to avoid doing the right thing. This experience has seriously damaged my trust in Virgin Holidays, and I won’t be booking with them again.

If you’re considering a package holiday, especially one involving complex routes or volatile regions, I would strongly advise looking for a provider that demonstrates genuine flexibility and customer care when circumstances change.

Unbelievably helpful
Jasmin went above and beyond to help find the perfect holiday

Excellent service from Kate Hester at Virgin Holidays. Very good advice and extremely helpful. A pleasure to deal with. Much appreciated.

Booked with virgin a few times now save never any problems with booking, travelling, or whilst there, everything has always gone to plan and any help needed has always been given. Recently requested to amend my booking and this was done quickly, politely, and in one call, with all correspondence received minutes later to my email. Would highly recommend.

I just wanted to share some feedback after our recent visit to the Virgin Holidays store at the Metro Centre.

We were helped by Samantha B, who is usually based at the Silverlink branch but was covering that day. I honestly just wanted to say thank you. She took the time to answer all our questions about using points and upgrading, and talked us through different options in a way that felt clear and easy to understand.

We normally book our trips separately, using Virgin Atlantic for flights and then looking around for hotels ourselves. Samantha showed us how simple it could be to book everything together, and she made the whole process feel really straightforward. I’m so glad we decided to come in and speak to someone.

It also helped that she was confident and knowledgeable about booking a Disney holiday, as that can feel quite overwhelming when you’re trying to plan it yourself.

In the past we probably would have just walked past Virgin Holidays when planning our America trips, but this experience has genuinely made us want to keep booking through you in the future.

Wish I’d visited TrustPilot before booking - so many one star reviews which completely reflects my experience.
My holiday booking was duplicated and Virgin refused to refund me for about a fortnight. Only after multiple emails and phone calls did I get through to someone who acknowledged I couldn’t take two holidays at once.
Their communication with Virgin Atlantic (the airline) is non-existent and you get passed back and forth between the two if you try to upgrade flights.
None of the holiday reps were present as promised, and they don’t respond to your messages while you’re away - but they do send emails pressing you for feedback in the middle of the holiday.
You’re better off booking the parts of your holidays separately or using another package company - but Virgin Holidays are worse than useless.

As usual Miriam came up trumps. Very helpful and always available for any questions.Would highly recommend as I have to family who now use her as well.

Fantastic service. Attention to detail. Booked my hotel stay. Shauna remembered me from last year when I had to unfortunately cancel my holiday due to my child having an operation. She went through various options and helped me make the right choice.

This has been the worst group holiday booking experience I have ever had, despite having booked many holidays with friends in the past.
Unfortunately, I became ill and needed to cancel my holiday. When I contacted customer services, I was told that only the lead passenger could cancel the booking on my behalf. I explained that the lead passenger had already travelled as part of the trip I was unable to join, and therefore I could not contact her easily while she was on the flight for the holiday. She had provided me with the booking reference so I could handle the cancellation, as she was unable to call the team herself before they left at the airport.

Despite this situation, I was informed that the lead passenger would need to set up a password and pass it to me before I could proceed. As I was unable to reach her, I called again to explain the situation, but the team refused to make an exception and insisted on following policy without considering the circumstances.
After several days, I managed to reach the lead passenger. She attempted to resolve the issue herself but faced further difficulties, including time zone differences and limited phone access while abroad. We were also told there was no email address available for cancellations, only phone calls were accepted as generic emails not monitored which made the process even more challenging and left no written record of communication.
When I called again the following day, the team still refused to assist or make proper notes on the account despite knowing that i needed this for my insurance form to be completed and submitted within the time frame. Eventually, once the lead passenger returned home, she contacted them again to create the password for me as they insisted only to be told that the trip could no longer be cancelled because it had already started and ended for them despite the fact that my return flight was still five days away.
During one call, I was told there were no notes or records of my previous calls. However, when I challenged this and mentioned that the calls were recorded, the explanation suddenly shifted back to “company policy.”
This experience has been extremely frustrating and distressing. Although I have travel insurance, I am currently unable to complete my claim properly due to the complications outlined above. As a result, I stand to lose a significant amount of money if I cannot recover the costs through either my insurer or my bank.

I am deeply disappointed by the lack of flexibility, empathy, and accountability shown throughout this process. Based on my experience and similar negative feedback shared by others when trying to make changes to bookings I would strongly caution anyone considering booking with Virgin Holidays.

We had a really good experience booking our dream holiday with Virgin. Stephanie was really helpful and knowledgeable, which made things so much easier! Highly recommended.

Kerry made coming into visit a pleasure she is a polite and helpful member of the team she helped find us an amazing holiday will be coming back

I was looking at booking a holiday in Ras Al Khaimah on the virgin website and after deciding which hotel, we went back to it only to find it had vanished from their website. Assuming it must be fully booked, we changed dates yet still no hotel, in fact the hotel had vanished for any date! I phoned the booking line Saturday and the guy I spoke to was very helpful however, it had vanished from his system too so he needed to speak to a different department and would call me back after lunch. I never heard from him again! I called again Sunday and the lady was a lot less helpful and just said maybe its not available anymore so I gave up. The hotel is still available with everyone so I shall book through 'love holidays' who were cheaper anyway and I will select Emirates flights instead of Virgin now. I originally wanted to go through Virgin as I thought I would get a much service, clearly not!

I called the Virgin Holidays customer service line as I had a query on an all-inclusive holiday. The lady I spoke to, Yasmin, was extremely helpful and we booked the holiday with her over the phone, rather than going back to the website. She was very polite, friendly and extremely helpful. I really was very impressed with her!

Miriam did a fantastic job helping us book a last minute winter sun holiday to Dubai. She went through various options with us after discussing what we were looking for. Having personal knowledge of the locations and some hotels was especially useful to us. She also advised us on what to expect for a visit to the UAE during Ramadan which we hadn’t considered.

Excellent customer service experience and we will definitely contact Miriam again to plan our next trip.

Please think carefully before booking with Virgin, we are currently having a nightmare experience.
Despite numerous visits to the Bluewater branch prior to travel:-
Numerous issues with checkin. I could only check in with my 1-year old granddaughter, who for some reason was linked to me but was obviously with her parents. There was no system to override this. I was told someone had already checked a bag in for me, which I hadn’t. This then caused major confusion.
We had booked and paid for private transfers, which were not provided.
Two bags did not make it on to the flight. We are now 4 nights in to a 7 day holiday and two cases still have not arrived. We are missing basic essentials, such as underwear which we cannot source locally.
We booked tours for today, which have not gone ahead as the transport did not arrive.
Virgin have been completely unhelpful and unresponsive throughout the process. The whole holiday has been completely dominated by dealing with these issues and not the relaxing experience it should have been.
The in-resort reps are polite and friendly but completely ineffectual.
I have no doubt Virgin will just respond to this by saying email their customer services team . An absolute waste of time, as they barely respond and certainly not with anything of any practical use.

Wouldn’t want anyone to have a similar experience.

Oh and don’t be taken in by their response and fake concern. Sent an email to the address provided in the response straight away. No acknowledgment or any kind of reply at all….

I’m a new customer to Virgin holidays and not familiar with the booking process. I booked Las Vegas today and not a one point it said when I had to pa the full balance by. Am I supposed to guess ? Of course I booked as really wanted for holiday and now only have under a month to pay it all off. Phoned up and they said can pay 30 percent and can extend 2 weeks. The also said it should tell you. It didn’t. Unnecessary stress now and panic how I can pay it all.

We just wanted to say that our experience with Eshaa Patel was the best we've ever had in over 40 years of booking holidays.
Eshaa was Knowledgeable, understanding, kind, polite & an Absolutely Fabulous lady!

We can’t thank her enough for everything she did for us.
Virgin are very lucky to have her.

Pete Lunn & Family