We went to St Lucia at the end of May via a package holiday booked through Virgin Holidays. Private transfers were included. When we got to St Lucia, our private transfer was not there, nor was there anyone at the Virgin desk. We later found out that the St Lucia office closes on a Saturday afternoon, 45 minutes before our flight was even due to land.
We complained to the rep while at the resort and received an email confirming that our complaint had been formally logged, with case number. They then took 63 days to respond, despite my chasing them twice in writing and one by telephone. Their response is that they did change the transfer arrangements and did not tell us, sorry about that. However, they are not responsible for their third party suppliers so tough luck .
ABTA have told me to treat that as a first response and go back to them, giving them another 28 days to reply, at which point I can complain to ABTA.
Has anyone complained via ABTA? how were they- helpful? Not helpful?