We booked fly drive to Miami for 5 people. The car we got could only take 2 cases in the boot. After many hours we paid for an upgrade to a minivan. The local Virgin Holidays manager promised to pay in full for the upgrade. This didnt happen and now we are back in the UK they are refusing to honour the promise. We're $500+ out of pocket.
In fact they say its our fault for not booking a larger car!! Apparently 5 people should be able to live for 14 days with "3 or 4 small bags". We had 2 large, 1 medium, 1 small suitcases and a holdall. ie not even a suitcase per person.
Their call centres are in Asia... what does that tell you about their cost verses customer satisfaction choices?
Have forwarded everything to Virgin Group Management to try and get a resolution.
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May 20th, 2009
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