Shame on you Virgin Atlantic - UPDATE (Now resolved)

[cav]

Long story short. My 26 year old son had a brain haemorrage 1 week before our trip to Florida - we travel with Virgin 3 times a year to Florida and think they are great on the whole.
Cancelled the flights on 4th Oct - cancelled Hard Rock , Margaritaville Hotel Hollywood beach and Yacht club.

All parties supplies cancellation invoices needed for our travel insurance claim ... Except Virgin.

I was given an automated E mail to request this and they then asked for PDF copies of passports - done and sent.

Then said had to wait 28 days - done and another 28 days passed.

Still no cancellation notice - travel insurance will not settle the 6k claim as they say they need proof from Virgin and that Virgin may refund taxes - seems a reasonable request.

I rang Virgin again last Friday spoke to someone said that would receive within a week - guess what ?
As well as the trauma I am ashamed Of Virgin - can anyone help how to proceed with this please ?

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Updated 11/12/17 :

Thanks to all below replies - Dibbers to the rescue again !

After trying to obtain a cancellation invoice since 4th October - I took advice below and E mailed CEO Virgin Atlantic.
Virgin Responded saying they would sort it and I got the cancellation invoice within the hour !

My son is recovering well thank you for all good wishes - hopefully we will be able to plan a trip in the future.

Have a great Christmas everyone.

Thanks again
Cav

[0420wilmut]

This is going back 13 years - our youngest DS (bless him) died very suddenly. We had flights booked to Orlando with Virgin. We didn't want to go, as me, DH & eldest DS were (understandably) in a shocking state. Virgin said, they would only cancel youngest DS's flight as he was unable to fly. I can't tell you how traumatising it was, as if we had the energy to fight them! Anyhow, after several phone calls and my DH writing to Sir Richard Branson, our remaining flights were cancelled and refunded in full.
As you said, it's not a great time for you right now - why do they have to make it so hard! I do hope your son is recovering well! All the very best!

[Didgey]

ceoemail/s.php?id=ceo-97...ef%20Executive

Go straight to the top and also start shaming in facebook and twitter. Only way to get them moving these days.

[Guest]

Absolutely disgusting behaviour. Hope your son gets well soon.

[toonarmani]

As above, social media will likely get you a quicker response.

[disneypars]

Sorry to hear of your dilemma. For a quick response try resolver via money saving expert.

[flo-tinka]

Oh my, dream holiday combination you had booked there.
So sorry to hear about illness and hassle. Hope you get sorted and can rebook asap

[nickimiz]

That is awful, but to be honest, not surprising. I really hope your son is on the mend x

[cartoonp]

Frist so sorry to hear hope he improves. With social media it so easy to contact them and shame them . Send a pm via there Facebook or Twitter . Hope you get it sorted hugs 🤗

[Taffy1959]

That's really bad.
We had to cancel 4 years ago when our grandson was stillborn 10 days before we were due to go and Virgin were fantastic they refunded everything and the money was in my account in a week, we didn't have to use our insurance at all.

I hope your son is making a good recovery and you get things sorted out soon with Virgin