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Mrs Winkle
Beginner May 2007

Aaaaaargh. Fcuking, fcuking hell.

Mrs Winkle, 1 April, 2008 at 20:32 Posted on Off Topic Posts 0 17
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Fcuking Virgin Holidays customer service is shit. Tonight I had to ring for the fourth time to ask for confirmation of the £1,344.50 I paid on 10th March. Four fcuking times. And each time no one apologises.

I asked to speak to a manager. "There are no managers here. Actually there are none available. No, there are none here they have all gone home. They are here, but not available, they have finished work."

I asked how it was acceptable not to send payment confirmation. "Our invoice machine has been broken" Since 10th march? "Yes" Really? I refuse to believe that. "It has been broken, then mended, then broken again."

I feel like crying with frustration. I shouted at them. Shower of money-grabbing, lying cnuts. ?

17 replies

Latest activity by marmalade atkins, 1 April, 2008 at 21:42
  • Wordsworth
    Beginner September 2005
    Wordsworth ·
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    We had trouble with them with planning our honeymoon - it used to go to a call centre that was clearly overseas and we were fobbed off every time we tried to tell them our tickets hadn't arrived. Eventually we ended up phoning a UK number we found on the website and refused to get off the line until they found someone who could help us - despite booking 8 months in advance, they ended up having to courier all of the information to us so that it arrived the day before the wedding.

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  • JK
    Beginner February 2007
    JK ·
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    Write and complain. My friend did well in voucher terms as a result of her to-do.

    Poor you. What a pile of cock.


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  • Ice Queen
    Beginner January 2007
    Ice Queen ·
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    How frustrating ?

    Are you able to login to your holiday online and see the payment on there?

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  • Pickled Eggs
    Beginner August 2008
    Pickled Eggs ·
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    [B)] to them, I would like to do it to them personally...we had major issues with them when we went to America 5 years ago. Sh*te from start to finish.

    I feel your pain ?

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  • HeidiHole
    Beginner October 2003
    HeidiHole ·
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    Oh mate, what a shower of shites ?

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  • Mrs Winkle
    Beginner May 2007
    Mrs Winkle ·
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    Fcuking arseholes. I have sent this email:

    Dear sir/madam,

    I am writing to you in the hope that someone will provide me with the service that I have come to expect from a Virgin company.

    I booked a holiday to Cuba with you in November 2007. Very soon afterwards, I received an invoice showing the balance owed. Then I received another invoice.

    I paid the balance on 10th March, and asked for confirmation of my payment to be sent to me. After over a week, I called as I had not received it. I was told it could take up to 10 days (I'm not sure why). I rang again after 10 days and asked where my invoice was. I received no explanation but was told one was on its way. I rang again on 31st March as I had still not received an invoice. I was told one would be emailed and that I would receive it the next day. Guess what? I didn't receive that email.

    I called on the evening of 1st April. After being hung up on twice, I finally got through to "Lisa" after a wait of 12 minutes. I asked to speak to a manager and wasn't allowed to. I was told that the "invoice machine" was broken. I asked if it had been broken since 10th March. Apparently so. Though later in the call I was told that it had been broken, but was fixed and then broke again. I was also told that all the managers had gone home. Then I was told that they were "unavailable". I ended the call completely frustrated, feeling I had got nowhere and had been fobbed off.

    I can only imagine that saving costs comes before giving your customers a rewarding experience - there can be no other reason for having an outsourced call centre with such a low level of service.

    I would like someone to explain to me how it is acceptable to take such large amounts of money from customers with no confirmation. I would also like someone to explain to me why, if the "invoice machine" was broken, customers were not contacted and told. Finally, I would like an explanation as to how your level of service has dropped so dramatically from when I booked my honeymoon with you in 2004 - my experience with your customer service call centre has been at its best frustrating.

    I always recommended your company to friends and colleagues, rest assured that I certainly no longer will be doing so.

    I look forward to receiving an explanation soon.

    Yours sincerely,

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  • Nichola80
    Nichola80 ·
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    How frustrating but what a good letter! I do hope you get a good response from them.

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  • Mrs Winkle
    Beginner May 2007
    Mrs Winkle ·
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    I have received a bounce back email. Apparently they don't respond to emails as it's easier to call.

    <head implodes>

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  • NickJ
    Beginner
    NickJ ·
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    After reading that i feel fcukign frustrated myself ?

    tbh, i d be REALLY tempted to cancel the hol and book with someone else.

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  • JK
    Beginner February 2007
    JK ·
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    quote:Originally posted by Mrs Winkle
    I have received a bounce back email. Apparently they don't respond to emails as it's easier to call.

    <head implodes>
    id="quote">

    Paper is the way forward Winkle. Bastardos. Grrr.
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  • Mrs Winkle
    Beginner May 2007
    Mrs Winkle ·
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    Thing is Nick, it's all paid now - that was the balance. And I get a discount with them. I am almost tempted to use that fcuking awful bangy head man icon.

    Tomorrow, I shall use my contacts to find out who I need to write to so that I can get some answers.

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  • Ice Queen
    Beginner January 2007
    Ice Queen ·
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    I have a direct email address of someone in the service centre who I dealt with a couple of years ago - might be worth a shot

    If you'd like the email address feel free to PM me and I'll pass it on

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  • Mrs Winkle
    Beginner May 2007
    Mrs Winkle ·
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    quote:Originally posted by Ice Queen
    I have a direct email address of someone in the service centre who I dealt with a couple of years ago - might be worth a shot

    If you'd like the email address feel free to PM me and I'll pass it on
    id="quote">

    Thanks - I've PMed you. ?
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  • Ice Queen
    Beginner January 2007
    Ice Queen ·
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    I've replied - good luck

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  • NickJ
    Beginner
    NickJ ·
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    Ah, thought it was the deposit. if youre really mad about it it might be worth talking to abta to see what virgins obligations are

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  • marmalade atkins
    Beginner January 2008
    marmalade atkins ·
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    Urgh, Winks, what a fcuking nuisance. I hope yo get it sorted soon.

    Incidentally, that sentence in your title, I've been saying that all fcuking day as all my electric sockets fuse every time my heating or hot water comes on.

    I said it a few times yesterday too when trying to get the cocksucking wanker of a builder to admit responsibility for fixing it as per the NHBC warranty.

    Today, he's a little more pleasant, perhaps he's received a letter fromt he nice woman at NHBC, explaining his responsibilities. He's no longer treating me like my fcuking head buttons up the back anyway.

    Cnut.

    Sorry, got a bit carried away there matey. ?

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  • Mrs Winkle
    Beginner May 2007
    Mrs Winkle ·
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    Fret not MA. I am still all sweary and ranting. And now our boiler is on the blink. I love tonight. ☹️!]

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  • marmalade atkins
    Beginner January 2008
    marmalade atkins ·
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    It has reminded me though to sort out the paperwork to take those shower of shites who sent us to a concentration camp in Fuerteventura to Court though.

    I hhhhhate everyone and everything atm.

    God, I keep getting really angry. It's most out of character. ?

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