Having travelled with Virgin more than once before, I am aware of their impressive list of Hotels and services offered to customers. I obtained a brochure and started to chose hotels for a holiday in Florida. Thinking it would be cheaper and easier to book direct with them, I made my first call to check availability and to get a quote. The first person I spoke was rude, kept me on hold for what seemed like ages and appeared to not care less whether I booked with them or not, but told me none of my dates or hotels were available. I changed the dates and called back, the next person was also rude and told me the hotels were still not available. I looked for alternative hotels and called again. At last! Someone who was polite and prepared to offer discount! I got her name and direct number. Called her back a few days later with credit card in hand; only to meet with a complete attitude change from her and instantly felt like I was being told off and patronised. It seems like Virgin's promise that they won't be beaten on price has been interpreted by their telephone sales staff that they don't have to make the effort. I still booked the holiday I wanted, but got it for £75 cheaper, with free insurance from a high street travel agent!
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Jul 15th, 2000
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