Virgin Hols - Can anyone help?

pinkladywales

2006-08-26 11:05:33

I've booked a holiday to Orlando with Virgin since about a month now. They now have a new offer for bookings from the 25th Aug - which is the Free Disney Dining Plan (this means you get to eat for free at Disney, thus saving me around $800). You have to have at least 7 nights booked in Disney and buy a Disney ticket with them.

A lot of people on another forum had told me Virgin had been very flexible with them, allowing them to change dates and whatnot to be eligable for the plan with no extra charge (at Disney 12th Aug 07 - 29th Sept 07). I thought, brilliant, I'll call them - I don't mind getting the tickets with them, and even though I arrive in Orlando on the 6th Aug, I don't get to Disney until the 17th. I booked a 'Tailor Made' package with them - meaning I booked 2 hotels (I Drive for 11 nights, Disney for 10 nights).

When I called them up, the person on the phone told me as my holiday was based on Extra Nights it was not a package holiday, and I needed a package holiday to be eligable, and thus ended the call.

No. 1 - I thought I had booked a package holiday with them - I booked the flights, accomodation, transfers, etc... with them as a 'package'....

No. 2 - Nowhere in their T&C on the VH website states it has to be a package holiday. Below are the complete T&C for the offer...

Subject to availability. Offer applies to departures 12th Aug 2007 - 29th Sep 2007 ONLY. (Book by 6th Nov '06). Eligible bookings MUST include at least a 7 night stay at a Walt Disney World Resort hotel (exclusing Swan & Dolphin) AND Disney's Ultimate or Premium Tickets,for all people on the booking. The accommodation and theme park tickets MUST both be booked through Virgin Holidays, and must appear on the same booking reference as the Disney Dining Plan, which must be booked for all people on the booking, for every night of their stay at a Walt Disney Resort hotel. The free dine offer is only available at selected restaurants, full details can be provided on request. Children aged 3-9 must order from the children's menu, where available. Children age 2 and under are not eligible to take advantage of this offer and must pay locally for any food/drink consumed.

You will NOT receive the free dining, if the above conditions are not complied with. In these circumstances we reserve the right to alter your booking accordingly.

So the question is, where do I go from here? Do I call again, armed with my new found information?? It states that accommodation and tickets must be booked through Virgin. I've booked accommodation, and I'm willing to book tickets....

doe

2006-08-26 11:41:17

As you have plenty of time how about writting to them rather than phoning, it might have more impact?

Alternatively if you phone again you may get a more sympathetic sales person on the phone, sometimes I have found things vary depending on who you talk to. :roll:

Not sure if virgin use one of these anonomous call centers like most companys or if they have something a bit more personal.

I'm not an expert, but I would also say you have booked a 'package', I don't think the fact that its not the conventional 7, 14, or 21 nights is relevant.

Traveller

2006-08-26 11:44:15

Isn't the issue that this is a new offer and they would not actually have to provide the offer to existing reservations? Presumably this is a new offer available for a certain booking period to promote sales to Disney and I would think that they are under no obligation to add this offer to your original booking.

The extract of the booking conditions for the new offer also states it is valid for departures 12th August 2007 to 29th September 2007 - but your holiday departure seems to be 6th August 2007.

Sorry - but I don't see you getting very far with this unless you are prepared to cancel your existing reservation and rebook with a holiday that falls within the offer departure dates.

doe

2006-08-26 11:57:56

Whilst I agree with you traveller; as Virgin are a company that pride themselves on their customer service and hope to attract repeat visitors, I think it might be worth pinkladywales giving it another try, in view of what she has posted that others on another forum have been allowed to ammend their bookings to take advantage of this offer. Virgin will still make money on the disney tickets as these are very expensive, so that might sway them.

pinkladywales

2006-08-26 12:05:52

Traveller - I hope in effect that is what they will do. I should be able to keep the deposit as it's with the same company... hopefully.

I won't change dates as I have just been on VH website and the DDP was added free of charge for my dates (I don't arrive Disney until the 17th like I said). Therefore it is available for my holiday - contrary to what VH told me...

I know they have no obligation to offer me this as it's a new offer. No one told me when I booked a month ago, or obviously, I would have waited. So much for the early bird catching the worm....

Thank you doepsmc - I'm going to try calling them in a bit again to see what happens. I think they should try to help, and if they can, after all they will be making another £390 out of me with the tickets...

pinkladywales

2006-08-26 12:14:41

I'm on the phone now - on hold....

I didn't get a sympathetic one again.... she told me when I asked, they didn't do DDP, I said yes you do, it's on your website, she said no we don't do DDP at all, when I persisted yes you do, she said I'll put you on hold while I check.... I've been on hold 5 mins now...

:roll:

Traveller

2006-08-26 12:41:02

Another call to the call centre could definately be worth a try. Agree that their customer service is normally good and they may we come up trumps for you. (I returned from Florida with them on 23rd August and had a great holiday)

Although you arrive at Disney on 17th you do actually depart on your holiday on 6th and on a date outside of the offer period. They do seem to specify the offer as being valid of "departures" from 12th August 2007.. and I think that your booking would be classed as a departure from the UK on 6th August rather than a Disney, 2nd centre arrival on the 17th.

The current confusion in the call centre may be that VH don't normally offer the DDP and that this is a special promotion only for what seems to be a limited time and holiday period. No excuse really for the call centre staff not being aware of this - but perhaps if you mention to the telephone agent that it is a promotion currently being run then that might help.

Good luck. Hope indeed that they conceed and give you what you want.

pinkladywales

2006-08-26 13:17:31

Thanks for your help... in light of this, I've sent quite a strong email off to VH (not so much about the DDP but their level of customer service)...

I ended up calling 4 times and speaking to an Indian person everytime (I am not racist at all, but I couldn't understand them more than they could understand me)

Call 1 - my original post. He said it wasnt available for my holiday as its not package. It is.

Call 2 - She told me it wasnt available at all. When I pressed her she put me on hold, and left me there.

Call 3 - He told me me tickets would be with me 2 weeks before departure. Didnt understand me.

Call 4 - When advisor picked up phone I couldnt even decipher 'hello virgin holidays'. I put the phone down.

Call 5 - I called new bookings and got through to someone english. She said she couldnt help me as she was new bookings

I am really appaulled by their level of customer service and have sent an email of what happened stating certain advisors had lied to me. I really can't believe it.... I thought Virgin where the best?! It's funny, it seems all 'existing booking' calls go through to India, but 'new bookings' go through to england??

Fiona

2006-08-26 13:46:52

their customer service is one thing you may want to pursue but quite frankly I can't see you getting anywhere with the dining package. For a start the offer started after you made the booking. But more importantly it clearly states that this offer is for departures from the 12th August and you are going 6 days earlier.
Back to the customer service- I have an out of date Virgin brochure but on the "create your own holiday page" at the front it says that you can tailor-make your own dream package holiday. Perhaps you could check with this with your brochure and tell virgin to make sure their CS dept know this.
It's still worth a go- but I hope you worded your email carefully. They are under no obligation to give you the package and an angry email would not help your cause.

fwh

2006-08-26 14:38:40

Question - Can you change your dates?

Consider cancelling the current booking and rebook for the package you have seen advertised. With an $800 saving any charges for cancelling at this stage would be minimal and you would still be in pocket.

fwh

pinkladywales

2006-08-26 15:44:48

It doesn't matter about the dates - I've checked and double checked my dates on their online booking and it is free dining on the dates that I am going, as I don't arrive in Disney until the 17th...

I know they are under no obligation, and TBH I don't expect them to give it to me outright, just some advice on whether I can cancel and re-book, whether I'd lose my deposit, etc..... But all I'm getting is different stories from everyone, and this is what's bothering me more than anything....

fwh

2006-08-26 16:11:02

I know they are under no obligation, and TBH I don't expect them to give it to me outright, just some advice on whether I can cancel and re-book, whether I'd lose my deposit, etc..... But all I'm getting is different stories from everyone, and this is what's bothering me more than anything....

What you must remember is that here on HT whilst we all like to help, we can only give our own personal opinion.

The only people who can tell you is Virgin - Ask the question of them, it may be that your fears are groundless.

fwh

Fiona

2006-08-26 16:12:59

It doesn't matter about the dates - I've checked and double checked my dates on their online booking and it is free dining on the dates that I am going, as I don't arrive in Disney until the 17th...

yes it does matter as it specifies departure dates for flights. If you cancel and rebook it does mean changing your flight dates. You may not have to cancel though as a change of departure date could just mean an adminstration charge. Good luck anyway!

pinkladywales

2006-08-26 20:49:56

I just got told that on weekends Virgin calls (after booking) are forwarded through to Bombay.... I'll try again once more during the week, but I think I may have to just bite the bullet - So far it's been more hassle that it's worth...

I still stand by the email though, I thought their customer service this morning was appaulling. I got told about 3 different stories from advisors, left on hold, and nobody knew what they were talking about. I was very suprised as so far Virgin have been very helpful with queries. They might just be having an off day...

Thank you everyone for your help anyway - I got new shoes today, so I've calmed down a bit now

doe

2006-08-26 21:26:40

You might as well give it a try on Tuesday, you've made 5 calls, might as well make the sixth. I've been on 3 Virgin Florida holidays in the last 8 years and always found the UK call center staff pretty helpful and accommodating.

As you say you have probably been unlucky having to use the Bombay call center as it's the weekend, I guess they've had to farm the work out to keep costs down.

Let us know how you get on. (Oh and enjoy the shoes!

)

Lloydies

2006-08-27 05:48:26

All the best with your enquiries but i would definately try using the softly softly approach via UK cust services.

As you say you have probably been unlucky having to use the Bombay call center as it's the weekend, I guess they've had to farm the work out to keep costs down.

I think many companies are coming unstuck using these centres, personally if i get through to one i always redial/use another company for my business.

Most services are similarly priced in buying the same item these days, all its down to is the customer service & personally i think this is where many companies fall down

Just ask to speak to a supervisor if getting no results with your enquiries & i hope you get what your after in the end, have a great holiday.

Dave

kmba

2006-08-27 12:39:05

People amaze me they book their holidays then grumble when a better deal comes along.

You must have been happy when you first booked it.
If so then its tuff if they offer a better or different deal.

You can always ask you never know you might be lucky, but cannot complain if they say no.

Thats life

tisonlymoi

2006-08-27 16:57:23

KMBA - but if an offer came along that was going to save you $800 wouldn't you want to try and get it? :roll:

Damn sure I would even if the price was okay to start off with.

If they are allowing others who already booked to take advantage of the offer it should be across the board.

Good luck Pinkladywales - hope you get it sorted

doe

2006-08-27 19:53:35

I didn't feel she was really grumbling in her first post anyway, just asking for advice on if we thought it was worth her persuing this in view of the fact that people on the Disney Board all seemed to be amending their bookings quite easily.

The grumbling seemed to come with the problems with the call centers complete incompetence in even understanding her query and the lack of consistency in their replies. Which is a legitimate complaint.

pinkladywales

2006-08-27 23:51:22

Thanks again everyone for all the advice!!

and KMBA - If you don't ask, you don't get :wink:

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