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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

See all MNHQ comments on this thread

Original poster

Virgin Holidays have taken >£3k from account. Am at wits end

315 replies

chocoLit · 16/12/2015 15:26

So would I be unreasonable for accusing Virgin Holidays for ruining Christmas?!?

We booked online last night. £3200. Paid full price. Flights & car hire for whole family. Dates Oct 2016. Holiday of a lifetime and not undertaken lightly.

An error message came up on screen asking us to call which I did this morning as soon as I could.

They're now claiming those flights don't exist anymore unless we pay them £1500 more.

OR for only £1k more they'll send us a different way with two stops instead of one.

As for the money, they won't return that sooner that 7-10 working days.

I feel like am being blackmailed here and almost at wits end.

Girl dealing was very pleasant but new to company so wasn't able to help much or any further.

Someone called 'Dave' is to be phoning me back but she's not sure when or what he's going to be able to do!!?

So, AIBU to turn up at Branston's door with the 3DC and have him explain why they're not getting their holiday!!!

Has anyone had this before? Any advice gratefully received.

OP posts:
MNHQ
TheOnlyOliviaMumsnet · 16/12/2015 15:54

Ahem
Bit of peace and love all round yes?
Sorry to hear about your problems OP.
MNers are v good on this sort of thing and what's permitted and what's not.
Perhaps clarify what you'd like and sure the Mners can advise.
NB if you are going to complain to the CEO worth noting his name is spelt Branson.
Good Luck

Stimpack · 16/12/2015 15:54

I don't get how Christmas is ruined either.

Badders123 · 16/12/2015 15:55

I'd they can take your £3k in a matter of seconds they can refund it in the same time.....

MuttonWasAGoose · 16/12/2015 15:55

As long as they're holding her money, she can't book anything else. Depending on when the holiday is, the prices may be out of reach by the time she has the money back.

And maybe she wants to give the holiday as a Christmas present. I'm giving my son a trip to Barcelona in February for his Christmas gift. (He'll unwrap a guide book, a suitcase, and the tickets.)

hefzi · 16/12/2015 15:56

Not that it helps much but- if the flights had gone by the time you checked out, you haven't actually paid, and it's just an authorisation of payment that's been put on your account. If you don't want to book the new flights, tell them to release the money now - I'm guessing at this price, for the extra protection if nothing else, you put it on to a credit card, but whether debit or credit, it usually will show back up in 3-5 working days.

Potatoface2 · 16/12/2015 15:56

go on richard bransons FB page and leave a shitty message....one of his 'angels' may reply and you will get some help.....i did that about a crappy mobile phone and it appeared to work! (or even his twitter)

Original poster
chocoLit · 16/12/2015 15:57

When I phoned they told me the error message (after booking and paying for holiday) showed because those flights were no longer available.

I could however still have those flights for an additional £1.6-1.7k MORE than I have paid.

Or have a refund.

Which will take 7-10 working days.

We had booked, using inheritance money, as a massive holiday of a lifetime treat and were going to tell kids with a Florida book for Christmas.

I now have an account that's £3.2k lighter, no holiday and no assurance as to when they're going to refund me.

Girl was lovely but new and could only offer to push holiday through if we agreed to pay additional costs.

'Dave' is in a meeting and will phone me back whenever he is free. Not sure what his plan is going to be.

I want the holiday at the price I paid for it. If not an immediate full refund. They can take the money straight away so why can't they refund it as quickly?

And as for it ruining Christmas, technically it won't but it ruins our plans to surprise the kids with a massive thing for us (this is not a holiday undertaken lightly and I researched it to within an inch of its life with money my Dad left me) and it's all just frankly a bit shit.

I'm hardly likely to turn up at Richard's door now am I, ESP when I now can't afford the flights to get there!!

OP posts:
DesertOrDessert · 16/12/2015 15:58

Sounds like a mess.
If you clear the Cookies on your browser, can you try and book the same holiday again, and screen shot it if they are still offering the flights around the price you paid?
I'd be asking "Dave" to honour the booking made and moneys taken, or full refund immediately. 7-10 working days will be an age at this time of year, and could actually be 2016 before you get the money back.

Will you be able to get a similar holiday for similar money, or is everything 1-2k more expensive?
Would Dave be able to transfer you to a different holiday, same dates, same price with no afmin fee? Or is the locaction none negotiable?

Good Luck

lifesalongsong · 16/12/2015 15:59

Would those of you who are saying stop stressing really be able to just forget about it and blithely assume that virgin will be good to their word and refund the money.

Of course OP is bound to be worried even if she can afford the holiday

SquirrelledAway · 16/12/2015 16:00

Did you pay by debit card or credit card?

If it's credit card then if you cancel and get refunded it shouldn't be a problem?

Have you checked out the cost of flights if you book direct with an airline rather than as a package?

PUGaLUGS · 16/12/2015 16:02

Christmas is not ruined though is it. You were expecting that money to be taken to be used to pay for a holiday. You obviously don't need the money over xmas otherwise you wouldn't have booked a holiday. Inconvenienced yes, but ruined no.

Just book another holiday in the new year.

And yes this has happened to me - not with Virgin though.

Whatdoidohelp · 16/12/2015 16:02

Never ever pay this value of money on a debit card! Use a credit card and immediately pay off.

You'll get your money back, stop fretting.

notafanofwinter · 16/12/2015 16:03

I'd post in Legal.
The flights you want are available but not at the advertised cost?
Seems grossly underhand of Virgin.
I'd also go on Twitter & FB. I bet Dave will be in touch pretty quickly.

Original poster
chocoLit · 16/12/2015 16:05

Debit card to avoid credit card fees (irony isn't lost on me)

BRANSON (sorry stupid phone autocorrects as Branston is a word used often for business lol)

And no. It might not technically ruin Christmas BUT we can hardly tell the kids now without knowing what's happening.

If it turns out to be £4.7k for just flights/car then we won't be sodding going. At all.

This is inherited money from my Dad used for a very big special treat. I don't throw £3.2k about without thought and STUPIDLY believed going through a company like Virgin ensured fair & thorough treatment.

More fool me. If we treated our customers like that we wouldn't have any!!!

OP posts:
Buxtonstill · 16/12/2015 16:05

Why is everyone obsessed with putting 'Dave' in inverted commas? Have I missed something.

Just wait until you get the money back and book with another company OP.

These things happen. It will only ruin Christmas if you let it.

soupey1 · 16/12/2015 16:09

I agree with OP that no only will there be no surprise but there are usually a lot of sales over Xmas and she won't be able to rebook without the refund. OP if going to Florida it is usually much cheaper to book everything separately using said sales if you can get them to refund immediately - or get CC company to reverse.

Goodbetterbest · 16/12/2015 16:09

As someone else said, if you are looking online clear your cookies and start again. I was going to book Disney with Thomson, the prices were going up all the time. Shop said it was 'supply and demand'. Clearer my cookies, and hey presto! Back to the original price. Thousands cheaper. Took screen shots, complained I store, complained to head office, no one gave a shit. Booked elsewhere.

TooExtraImmatureCheddar · 16/12/2015 16:14

I think it is shit of Virgin to advertise flights and then when you have paid suddenly it goes up £1.7k? Not before you pay, but after. No. That is shitty shitty shitty. If the price is going to jump then it has to do it at the payment page, BEFORE you enter your card details. Isn't entering your card details and clicking Pay Now entering into a contract where you have contracted to pay the specified amount? If Virgin can't fulfill their contractual obligations for the price, that is their problem, not yours. They can't just announce that they need an extra £1.7k, thank you very much - they shouldn't be asking you to pay unless the price is a done deal.

Artandco · 16/12/2015 16:15

But your account would be £3000 light with or without the right flights as you paid for them. So cost out is the same

You will get money back in a week

In a weeks time rebook a different holiday as those flights are obviously not available on that offer any more hence the error message

stinanordenstram · 16/12/2015 16:17

Am I the only person here who would just book a similar holiday with another company using a credit card, and then pay off the balance when I got my refund from Virgin??

No?

MrsTerryPratchett · 16/12/2015 16:17

Incognito window does the same I think.

SquirrelledAway · 16/12/2015 16:17

OK, it's a bummer that it's a debit card as it's tying up your funds but you will get your money back if you decide to cancel. If it's a VISA debit card then you still have the VISA chargeback scheme if need be.

A quick look at BA for October next year shows LHR to Miami (non stop) Sun 9th Oct, flying back Sun 26th Oct, at just under £2600 return for 2 adults and 3 children.

Car hire booked from the UK will give you a good deal, shouldn't be more than £500 tops for 2 weeks in a decent size car.

So if you book independently you can still get a good deal, just book insurance at the same time.

HackerFucker22 · 16/12/2015 16:21

Shocking service and I'd be furious BUT as others have pointed out, this isn't "Christmas money" - it's money you were happy to part with before they renegaded on their part of the deal. I'm quite lost as to how this is going to ruin Christmas as such? You'll get the money back and I'm sure you'll find a replacement holiday so try not to let it stress you too much.

Alicewasinwonderland · 16/12/2015 16:21

there is absolutely no valid reason why a refund takes 7 to 10 days. For that at least Virgin is completely out of order.

If you are booking your holiday now for next October, I hope you are also buying a travel insurance now, would be safer.

Original poster
chocoLit · 16/12/2015 16:24

Am I the only person........

Sorry I maybe take spending £3.2k a lot less lightly than some and no I wouldn't feel comfortable popping another £3+k onto credit card in hope that Virgin will return my money, some time, over 7-10working days during the festive period.

I actually feel sick to my stomach about it all Sad

Santander lost £1.5k of ours between Christmas and new year last year and couldn't have been less interested in it. This just smacks of the same utter lack of interest by a large company.

DH and I were so excited. It's been a tough few years, it was a massive decision to book but flight days suited (never normally happens due to our work) flight times were fine all at a reasonable price and we just felt it was meant.

Paying it in full just meant that bit was done. We only had to look into accommodation and park tickets. That part was paid, booked, we were going!

Eh no. Apparently it's not that simple.

OP posts:
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