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

[chocoLit]

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.

Am hoping you're on the phone to Dave OP

I'd be bloomin furious and complaining. They should sell at price advertised, especially if they completed transaction

Well it's really bloody annoying they are now saying I u have to pay more - but they didn't take £3k out unexpectedly and they haven't taken your Christmas money.

Reasonably common thing with holiday companies - push to be given something of an equivalent quality on the same days for the same price.

Flight availability changes and this does happen, sometimes. It's quite possible that the seats you wanted are now booked and the only available ones are a higher tier, price wise.

Yes, I suspect its this scenario and it could even be that you were beaten to the cheaper seats by a matter of seconds.

I wouldnt be happy either OP and hope its refunded ASAP.

But I think there is quite a nasty element towards people such as araiba, telling them to "shut up" and "go away" type thing. No need for it.

Oh and I can thoroughly recommend Trail-finders for long haul holidays!

I can understand prices changing. That is the nature of the business. But you would think virgin holidays would have the technology to stop the money being withdrawn if the holiday is no longer available. That's the issue.

I can't believe people are saying it's ok. Imagine going to a shop and buying a coat. Paying for it and the. The cashier taking the coat back and saying in fact pay more or you can't have it or we'll refund you in 7-10 days.

Plus virgin will be running the plane anyway so they can sort this easily.

chocolit my bil uses Expedia to book his holidays to America. He always waits until January to book as they are substantially cheaper.

OP, I'm sorry for your troubles here.

I think some posters are being quite dismissive and I can only assume £3000 isn't a huge amount of money to them.

Sorry about your dad x

I'd feel sick if my £3000 was gone (albeit temporarily) and I had nothing to show for it, not even a booking email.

Hope it gets sorted soon.

I've never got the appeal of Florida. Alot of money for not much.

Op I'd recommend south east Asia or south America for a holiday of s lifetime. Somewhere like Ecuador and a few days on a boat in the Galapagos.

YANBU. Chasing things like this is always stressful, let alone at Xmas time.
Recently I've had to chase a refund from carphone warehouse otherwise I'd have fallen through the crack without seeing my money (numerous phone calls, emails and tweets) and also a credit card chargeback for items not received.
Neither experience was easy - both very stressful, time consuming and a pita

So you bought a holiday, paid for it then they told you the "flights aren't available" except they are, the exact same ones, just now they want another 1.5k for them? I can't see how that isn't just a huge con?

Sounds like the money never actually hit virgins account. Happened to me a few weeks ago, although a much smaller amount.

Payment showed as leaving my bank but my insurance company had said the card machine timed out. Called the bank and they gave me an authorisation number to give to my insurance company. Trouble is there is no way the transaction could be authorised as it was no longer on their machine.

It happens. Neither the bank or the company trying to get at the money can is it is in an electronic limbo. The credit card merchants build in a fail safe so uncollected money is returned to your account.

It doesn't help that so many people are blaming Virgin and baying for their blood.

Don't let it ruin Christmas. You will get your money back. Virgin are not out to get you or steal your money ( despite some people claiming it is theft it is not - they are not trying to permanently deny you of you money) You will probably find a better deal in the January sales.

I think you are over reacting because you probably don't understand the full situation and are listing to people who think virgin have done this deliberately.

Hope you have a good holiday when you get it

You WILL get your money back.
Hopefully by speaking to somewhere higher up they will release your payment more quickly than the standard 7-10 days policy.

Sadly booking flights with any company can be a nightmare when it comes to flight price changes. It sounds like your flights sold out during the time you were booking - they often only have set amounts of seats at given prices, especially reduced prices.

For those other posters concerned about using Virgin - I can add that I have used them for long haul flights/holidays to the US and Caribbean several times over several years with no problems, so hopefully you would have no issues.

OP - Virgin and BA often have sales around New Year - keep an eye out.

I understand that seat prices can vary, or not be available at that price but surely the OP had sat at a pc, looked at the price, possibly spent 10 mins sorting car hire then clicked pay yes? So still been in the same booking session, not timed out etc. So for the seats not to be booked at that price is unacceptable. And for them to be 1.5k more is taking the absolute piss.

Fair enough if op had looked a couple of days before, then returned and then saw the price had risen. But this was booked and the funds gone from the bank. So not even an option to book elsewhere.

Hefzi (or should I call you Richard)

I HAD booked. Gone through passenger details. Ticked box terms & conditions. Paid. Etc

For those of you being kind and understanding many thanks.

I have ranted at nobody.

I have sent email to CEO pointing out his company's shoddy ways. I own my own business and wouldn't treat customers like that.

£1600+ is a massive deal breaking difference.

Dave, bless him, has been in worlds longest meeting. Has never phoned back and am now rather worried nobody's even taken him a cuppa.

Someone else phoned me back and again whilst pleasant enough had no idea why I was needing a call back.

Had to explain whole sorry scenario again.

Accounts office now closed as she didn't phone till 6.50 and they only work 9-5.

She claims that what's probably what happened is exact same flights have been booked at exact same time.....

I'm not convinced but hey, what can I do?

Money will reappear at some point. How lovely that some of you wouldn't be worried about £3.2k in the ether, you'll forgive me my concern though.

Lesson learnt.

Credit cards & deposits in future only AND we won't be booking anything with Virgin's sorry ass ever again.

Dyslexicscientist Each to their own. We've never been so wanted to go. Half at parks and half somewhere on coast.

Greek islands or Italy more my thing but hey, willing to try anything once & kids are a nice age to give it a whirl

Glad sorted op. Dyslexic..ive been to florida but never went to the parks. We went to see the last night flight of the space shuttle and other space bits. Saw a few crocodiles too. It was a good holiday as very interesting history with lots of wildlife and good food. Crocodile has an interesting taste!

Actually Richard Branson isn't the CEO anymore. So is all well and good pointing out that you spelt it wrong.

He isn't going to be able to do anything

For goodness sakes - if you don't want s Florida holiday, don't book one!

FWIW I went with my parents OP and we had a great time!

Ohbehave1 thanks, I have a fairly good understanding of what's going on. I used to work for the bank. It's not rocket science. I'm a fairly intelligent, rational being

Regardless of flights being sold out Virgin's customer service has been shocking today with passing me from pillar to post and not returning calls etc

It's a big company that prides itself on customer service and it's bordering on extortion here.

I cannot believe that someone else wanted the very same random length holiday with the same departure airport & stop over & we have five not four in our family. It's not during school holidays etc or for standard length which I could potentially believe.

I searched from every possible UK airport possible & each date combo within DHs time off slot to arrive at best possible deal.

I then discussed with DH, went back in, checked it again, selected it straight away & went immediately through booking & payment process.

In space of a few minutes it took me to add passenger & payment details it had apparently sold out

I'm inclined not to believe that 11 months ahead of the flight but hey ho, will stop 'over reacting' as has been kindly suggested and let it go.

Unless money doesn't reappear then all hell fire letting loose....

exact same flights have been booked at exact same time

Rubbish!
nowadays companes lock you a ticket when you fill in details
it's usually 15 min
if they haven't done that then thre's bug in their system and no one wants to own up

Contact your bank, they might be a ble to get you a refund much quicker

I've recently booked to go to florida, if you PM the dates/airport preference I might be able to help find cheap flights

d27 we already did. They suggested contacting Virgin.

It's exhausting!