I seem to be another person with problems with Virgin holidays
We booked our honeymoon back in November for the following December and were quoted a price and sent an invoice
We were then contacted a week or so later to be told by their quality team that our honeymoon had been misquoted and the charge was now £875 more.
We stated that as we had an invoice and had paid our deposit we wanted the price quoted - we had been quoted that price by 3 seperate people . So were starting to wonder if it was a case of prices going up and Virgin trying to recoup them after the event.
As a goodwill jesture they offered to meet us half way however that priced our honeymoon as too expensive.
Eventually we had an agreement to pay a further £100 however virgin are now refusing to honour this and we have been sent a new invoice with the extra charges on.
I have now spent the last 3 months trying to get this resolved and now wish to cancel free of charge but are being told that they cant authorise that, i have to cancel in writing and it may take 10 - 14 days .
I am now worried if i cancel i may not get my deposit back and need this deposit to book another honeymoon!!
Any help from anybody on what to do now ?? I seem to be spending an hour a day on hold to Virgin - phonebills becoming ridiculous
we actually emailed the complaints team but response was we are too busy to deal with this here is an EMERGENCY number which we called and were told its not an emergency !
Sorry to hear you are having so much trouble with something you should be looking forward to. I would suggest that you contact Ros Fernihough (telephone number is 01922 705134.) She has given advice to many HT members with a lot of success in disputes. Put her name in the search box and that will give you much more information.
Good luck and let us know how you get on.
Pam
Good luck and let us know how you get on.
Pam
Thanks so much !! its really getting us down now as we just want something sorted and as we are going away for Xmas and New Year other holidays are booking up VERY quickly so just now want to get our money back and start over !
not the best start to things !
not the best start to things !
Both parties have entered into a contract. Virgin by offering to supply (your honeymoon package) and your acceptance by making payment of a deposit at the price quoted.
Under the terms and conditions each party may decide to cancel without penalty within a certain time frame.
If you read the contract (the booking and invoice) there will probably be a condition that the contract/price is subject to confirmation, and may be subject to change if an error is found. The term used is E&OE - errors and omissions excepted.
This protects the supplier - The TO - and yourself. Within a defined period, you may realise that what is being supplied is not what you want, and in their case they have quoted incorrectly or circumstances change and they are unable to supply what has been booked. What does surprise me is that the matter has been dragging on all this time.
The best advice has already been given - Contact Ros -In my opinion you need expert legal help if you wish to pursue this matter. We can only express our personal opinions which have no legal standing.
As both parties have entered into a contract then it can only legally be cancelled in writing.
fwh
Under the terms and conditions each party may decide to cancel without penalty within a certain time frame.
If you read the contract (the booking and invoice) there will probably be a condition that the contract/price is subject to confirmation, and may be subject to change if an error is found. The term used is E&OE - errors and omissions excepted.
This protects the supplier - The TO - and yourself. Within a defined period, you may realise that what is being supplied is not what you want, and in their case they have quoted incorrectly or circumstances change and they are unable to supply what has been booked. What does surprise me is that the matter has been dragging on all this time.
The best advice has already been given - Contact Ros -In my opinion you need expert legal help if you wish to pursue this matter. We can only express our personal opinions which have no legal standing.
As both parties have entered into a contract then it can only legally be cancelled in writing.
fwh
Just a point with Virgin Holidays I have been looking at their website for over a week now looking to book Cape Town over Christmas and New Year and was getting a the same price each time . So took the plunge today to book it and couldnt get on web site so phoned and have been told the holidays I have been looking at have never been on sale and only go up to 31st December 2009 . Dates i was looking at were 26 December to 6th January 2010
Strange
Strange
I have now spent the last 3 months trying to get this resolved and now wish to cancel free of charge but are being told that they cant authorise that, i have to cancel in writing and it may take 10 - 14 days
Cancelling in writing is a fairly normal requirement. In fairness it makes sence as well otherwise anyone could phone up and pretend to amend your booking. I would have thought however that this could be done via e-mail.
What contact number are you using? Holidaytruths members might be able to come up with some alternative contact numbers.
definitely understand why we have to cancel in writin - wasnt sure why it took 14 days and the only worry I have is that doing this gives us no come back on getting our money back ... am worried they will cancel it but not refund
we are currently calling the 0870 220 0088 - amend booking number
we are currently calling the 0870 220 0088 - amend booking number
They have to absorb the first part of any price increase as it is a package holiday. if you put this into a search engine you will see the T&C's page for VHols and the small print about price increase. Put it Virgin Holidays where I have said Company name and search
'The Company Name absorb 2% price increase'
Most T&C's have a cap on when you are entitled to cancel due to the amount, ie; if the surcharge rose above the 10%, then you are entitled to cancel with full refund. Not sure about Vhols policy as it doesn't state anything about that on the page I found.
About refunds. I bought a VAtlantic flight and the route was dropped for my dates I had booked. I was offered an alternative, or a full refund. I had paid in full as it was a low cost no-flex ticket. I decided to the refund and it took them 6 weeks for it to go back onto my credit card account.
'The Company Name absorb 2% price increase'
Most T&C's have a cap on when you are entitled to cancel due to the amount, ie; if the surcharge rose above the 10%, then you are entitled to cancel with full refund. Not sure about Vhols policy as it doesn't state anything about that on the page I found.
About refunds. I bought a VAtlantic flight and the route was dropped for my dates I had booked. I was offered an alternative, or a full refund. I had paid in full as it was a low cost no-flex ticket. I decided to the refund and it took them 6 weeks for it to go back onto my credit card account.
I am currently awaiting a call back from the reservations team as apparently no where in our notes does it say we were offered to cancel free of charge
getting tricky as the increase they have applied (minus a goodwill gesture ) althougth it is £400 is just under 10% so in the eyes of their T&C we are not allowed to cancel free of charge
we were promised this though so I am going to pursue it ! we feel we are now being forced to agree to this
also worth noting their terms and conditions were not made aware to us at the time of bookin - we were not referred to them by the person taking the call - we did not see a copy until we got the invoice
getting tricky as the increase they have applied (minus a goodwill gesture ) althougth it is £400 is just under 10% so in the eyes of their T&C we are not allowed to cancel free of charge
we were promised this though so I am going to pursue it ! we feel we are now being forced to agree to this
also worth noting their terms and conditions were not made aware to us at the time of bookin - we were not referred to them by the person taking the call - we did not see a copy until we got the invoice
The 10% only applies if the increase is due to increases in the cost i.e. fuel or currency exchange. Your first post clearly states that they made mistake on the cost of the holiday and increasing the price. In this scenario your are legally entitled to cancel without any penalty, so they either honour the original price or deem the contract null and void and refund your money.
What are the extra charges ?
Kind Regards
Stewart
What are the extra charges ?
Kind Regards
Stewart
Thanks for your help
The extra charges relate to an Open Jaw supplement that they misquoted as £30 per head and they say at peak times is £400 per head . They say the person who quoted us got the wrong price from the spreadsheet and should not have confirmed our booking at this price
Oddly enough whilst looking to book this we had the same misquote from 3 different people at Virgin - they must all use the wrong spreadsheet !
The extra charges relate to an Open Jaw supplement that they misquoted as £30 per head and they say at peak times is £400 per head . They say the person who quoted us got the wrong price from the spreadsheet and should not have confirmed our booking at this price
Oddly enough whilst looking to book this we had the same misquote from 3 different people at Virgin - they must all use the wrong spreadsheet !
It is their mistake so I cannot see how they can refuse to refund all your money if you do not want to proceed at the new price.
Kind Regards
Stewart
Kind Regards
Stewart
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