Virgin Atlantic Holidays Avis 

I went in to book a holiday at Virgin Holidays, because I'd heard good things about it. Also it had been a long time since my last holiday and the travel business has changed a lot. Sydnee and I sat down and discussed a possible holiday to Orlando, to do the parks and everything else. She was amazing. The thing you do not get from booking online is the knowledge and tips you can get, that can drastically enhance your experiances and also handy tips, tricks and ways to save money. Sydnee and the others delivered above and beyond for me, as we went through in detail where I'd like to stay, how I would like to fly and what places and experiances I wanted to do. We had a lovely cup of coffee and biscuits (All free) as I went into intricate detail of what I'd like. Then the magic happens. Sydnee began showing options, ideas and recommendations that I frankly would never gave thought of. We were therea while, but it was so worth it. I won't go into details as this review would be enormous, but I have really enhanced my holiday as a result. I was a little concearned about travel, visas and how everything works now. Sydnee could not have been more helpful about it and I now feel confident for my holiday to come. It's the little things that make the difference. I found out I could get free return transport to Busche Gardens by parking in Seaworld and taking a special bus that is laid on. Or that if I waited until Black Friday, I could purchase certain tickets at a huge discount. I found out my Universal pass will mean I can visit Epic Universe for as many days as I like by the time I go out there. The hotel I am staying at can reserve a room in a favourable position for me. These are just a few of the things Sydnee helped me with and the food places recommendations were amazing. Thanks to Sydnee (and the team) I am going to have an amazing visit to Florida, in style and cheaper than anywhere I'd seen online. They went above and beyond my expectations. The holiday is booked and now I cannot wait to get out there. The only reason my review is so late was from all the trouble I had logging into Trustpilot.(Hehe). Thank you Virgin Holidays!

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!