abta complaint virgin holidays

[peter+lynne]

hi this could be long so i will post a shortned version first.

got holiday booked with VH and booked premium.
then on the 20th nov i asked on the whatsapp with VH how much to upgrade to upper. i was told £1576.60 per person. so i left it.

then on the 24th nov i was asking another question but heard VA had a sale so i asked again about upper upgrade. i was told on the whatsap so in writing it was £1576 i asked is that for all 3 passengers. reply from VH... the UPPER class flights are as above,that is the total cost for the 3 you! that is a bargain! so i said book it.

then the fun begins they went quiet and when prompted they then said the price was £1642 pp i sent the screenshot but no avail numerous phone calls and email exchanges with what they say are senior managers they just say i am wrong. live system blah blah. so VH have told me to complain to ABTA. has anyone done this ? is it worth it ? and thats the short version !


thanks Peter

[400ixl]

Obvious errors and omissions tend not to be upheld. If it is clearly a too good to be true price then it may well fall into that.

If it doesn't cost to complain and you have the time to spare then may be worth a punt.

[Wetpanda]

I booked with VH for a couple of days after you. Couldn’t select UC at booking but was implied I could do it from Manage My Booking.

After booking never had an option to upgrade. So called them a few days later and was quoted £3300 to upgrade 1 way for 3 of us. Too rich for me.

So a couple of weeks later tried again and was quoted £1200, £400 each, so jumped on that. So doesn’t seem that unreasonable to believe what you were quoted was accurate, especially as they told you it was a bargain.

Somehow though I don’t think ABTA would be the best way to go, you will probably be back before anything happened. How about social media?

[peter+lynne]

i even said that to the last person i spoke to, she said she was senior and answered to no one. i said i am a manager in sales and quote many thousands of pounds on projects and if i clearly make a mistake i admit it and try and work with the customer to make us both happy. i said i can see a mistake has been made so the best thing would have been to say look i quoted for all 3 but that was wrong so lets work a deal. but they just clammed up and then said i was wrong. one person even said i hadnt been quoted it sowed the screenshot and then it was just denied. and when i said that giving them an out to say yeah we cocked up she just said no it was for all 3 but because the girl didnt book it that second the price changed to 1500 odd quid each. isaid that was stretching the laws of believeabilty. and then she said no that shouldnt have been pp. i was what so i could have got it even cheaper ! she was digging a hole for herself thats when she said go to abta. so i said yes but i want you to email me with in your words that VH and you agree with me that two members of VH staff have not done their jobs. i have that email.

[peter+lynne]

yes social media seems to work alas.
i had eventually booked the upgrade for 2300 so i kept asking rather than all the hassle can you not just refund me the £800 difference or give me miles on my account she just laughed and said that wont be happening.