I have written to Virgin Holidays on return from an AI holiday as well as complaining in the resort during the holiday. I sent my letter direct through registered post on 16th August received a standard reply on 23rd August assuring me that I would here from them within 28 days. To date have not heard anything have tried on numerous occasions to get through to their customer services with no luck whatsoever (Automed phone response) Can anyone advise what to do next??
Thankyou
As they have not replied within the 28 days you can report them to ABTA. You should also seek expert legal advice. Try phoning Ros Fernihough for free advice. You can download her Safe and Sound booklet from my signature, it also has her phone number. Let us know how you get on!
I think the ABTA response time limit might be 56 days. They are supposed to respond within 28 or provide a reason why they are unable to respond within the 28 - within 28 days - if that makes sense.
The backstop limit is 56 days for a final response.
Ring Ros anyway.
The backstop limit is 56 days for a final response.
Ring Ros anyway.
Thanks for that. ashacat
Taken from the Safe and Sound brochure:-
You must write to the tour operator within 28 days of your return. Send it by recorded delivery and keep a copy. They must acknowledge receipt of your letter within 14 days and then provide you with a detailed reply within 28 days.
If you have photographs or video - SEND COPIES ONLY in support of your claim - do NOT send originals and DO NOT send original Customer Complaint Forms as these get "lost."
In your letter of complaint, of which you should keep a photocopy, specify what was wrong on your holiday and ask for compensation, but DO NOT tell the tour operator how much you want as you might think your claim is worth £200 - £300 when in reality it may be worth £2,000 - £3,000. Remember, you are not an expert and you may be denying yourself real compensation.
If you do not receive a reply from the tour operator and the tour operator is a member of ABTA you can report the tour operator to ABTA. You should also seek expert legal advice.
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