Virgin Holidays offer

[stu1873]

I have just spoke to virgin through whatsapp about cancelling my Orlando package next month. They tried to offer me vouchers and reschedule but said I wanted refund. They have told me to contact my trav insurance for refund and if they won’t then to get it in writing and Virgin will refund me.

[sbchannel]

Originally Posted by Noodle500

Who are your insurers?

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Spectrum Travel.

Their policy initially looked great, but they say if Virgin offer any kind of rebook of offer of voucher they class that as they have nothing to pay out.

I’ve raised an official complaint as there’s nothing to that affect on their policy wording.

They have also said that anything I booked on a non refundable basis is not claimable because none refundable means it’s not refundable in way even via insurance!

[the_em0hawk]

Originally Posted by sbchannel

They have also said that anything I booked on a non refundable basis is not claimable because none refundable means it’s not refundable in way even via insurance!

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Hell there's some ≈≈≈≈≈≈≈≈ coming out of companies trying not to refund or pay out to customers. I can understand their position, everyone is desperate not to be the biggest looser in this crisis.
However... an insurance company saying that "non-refundable" deposits aren't covered by insurance is either on their first day in job or the company is trying desperately to avoid a payout... Things that you can't get refunded are exactly what insurance covers (presuming the policy covers the risk).

[sbchannel]

Originally Posted by the_em0hawk

Hell there's some ≈≈≈≈≈≈≈≈ coming out of companies trying not to refund or pay out to customers. I can understand their position, everyone is desperate not to be the biggest looser in this crisis.
However... an insurance company saying that "non-refundable" deposits aren't covered by insurance is either on their first day in job or the company is trying desperately to avoid a payout... Things that you can't get refunded are exactly what insurance covers (presuming the policy covers the risk).

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Exactly! I asked 4 time’s for them to tell me where it says that in my policy wording and they said ‘out working is clear and is available to view before purchase’ before I send just 1 email saying “TELL ME WHERE IS SAYS THAT IN YOUR WORDING” they then came back and said ‘ Your policy wordings, which will have been sent to you at time of purchase and are available to read on our website, do not state anywhere that we provide cover in the situation that you have knowingly purchased a non-refundable product.’

Well that isn’t in their EXCLUSIONS general or otherwise so they are making up new policy terms now.

I’m taking this to the ombudsman (just waiting for their response to my formal complaint and haven’t even made a claim yet.

I don’t know where I stand though with the if Virgin refuse to refund - I can’t find wording in their policy that outlines that if voucher or rebook that is unsuitable so cannot be accepted is classed as a refund to them - they just kept saying their policy wording was clear - well if it was clear we wouldn’t have an issue here, but it’s not!

[Moorlandman]

I work in insurance.

The refund needs to come from Virgin. If they offer and you accept a credit note or a new booking then you won’t be able to claim anything from your insurer. New bookings will also not be covered for anything related to Covid-19

As for other bits of your holiday such as day trips, cover will be clearly shown in your policy schedule if provided.

Hope you get it sorted

[Trinacham]

Reading everyone else's experiences of trying to get money back from Virgin is causing me anxiety for when I need to sort my own out! Nothing we can do yet as our holiday is supposed to be going ahead in May. Package holiday but I paid in vouchers (from my employer's benefit scheme.. you buy the vouchers at a discounted price). I can imagine Virgin using the excuse that as I paid by voucher I can only have a voucher in return.. which is complete bull, as a used voucher has the same rights as any other payment method. I shouldn't think of the worst case scenario but I can't help it

[sbchannel]

Originally Posted by Moorlandman

I work in insurance.

The refund needs to come from Virgin. If they offer and you accept a credit note or a new booking then you won’t be able to claim anything from your insurer. New bookings will also not be covered for anything related to Covid-19

As for other bits of your holiday such as day trips, cover will be clearly shown in your policy schedule if provided.

Hope you get it sorted

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Obviously if I accepted a credit note or new booking I wouldn’t be making a claim, but they have said that if they offer a voucher or a rebook, regardless if I can use it or not, I am not covered. At all. Because it’s been offered. But of course if I change my dates, my single trip policy won’t cover me for the new trip! But there wouldn’t be a new trip, because we cannot rebook or take a voucher!

I actually do understand that it’s Virgin who should be paying out, but if they refuse a refund, that’s then an irrecoverable cost!

The other bits they should be paying out on, as they are making up new exclusions in the policy that don’t exist! This was nearly £690 insurance to cover us correctly and it was an absolute waste of money.

[happyga]

As far as I’m concerned, if we can’t fly when our travel date is, ( 29 June) then virgin have to give a refund as they cannot offer what we purchased?

[Grapesoda]

Originally Posted by happyga

As far as I’m concerned, if we can’t fly when our travel date is, ( 29 June) then virgin have to give a refund as they cannot offer what we purchased?

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We fly with Virgin Atlantic on the 27th of June and I’m going with this advice. If they can’t provide us with the product we’ve purchased then they have to refund the cost!

[pluto99]

virgin holidays now offered me a refund