ComplaintsforVirgin Voyages

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On February 21, 2023, I took a 4 day cruise from ***** on the Scarlet **** and paid over ******!for a Mega Rockstar Fab Suite that was advertised to come with a personal Rock Star Agent, a $300 Bar Tab, Daily Spa passes plus+++ It was a birthday present to myself. Other than having the suite to occupy, I received nothing outlined in my reservation.For the amount of money which was over ****** for a 4 day cruise, I should have received a great time, however, it was so disappointing.I paid for an additional $300 bar tab and for on shore excursions in the ******* and on the island of ****** . The charges came out of my bank account, however, Sailor Services had no record for my purchases while I was on my cruise. My Mega Rock Star Suite was to come with a $300 bar tab, however, outside of my room, I was denied coffee and wine during dinner. When I brought this up to my assigned agent, she could not understand why other than saying there was no record of my payments. They had the $****** plus payment which was to provide at least a $300 credit for bar tab, however, I did not even receive that credit. During the cruise nothing had been resolved.I also never received my on shore excursions that I paid additional for which included : $80 pub crawl in the ******* and $500 for a private cabana on the *************; both charges went through my bank account, however, none of which I received.I was not provided with any answers re what I was to receive and had a horrible experience on this, which was my first cruise. I've called numerous times to resolve this matter and was only provided one time with an email address to file a complaint to no avail.The agent was simply going to file my complaint as a follow up comment.Horrible customer service after my cruise.Also the food was just awful. I had to end up eating in my suite due to having zero credit online. The best thing I found to eat were Chicken Wings. I ordered a steak to eat that was cold and literally wet.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was trying to change payment methods for a voyage I had in November (*******). They said that its not possible to change payment methods or refund the payments made so far excluding the deposit. Because of this I had to just cancel the voyage and now if I was to rebook I lost my offer from booking while on my last voyage with them. I dont think its fair to give future voyage credit but take away my offer that I put a deposit down for. I would request either a refund or reinstate my booking using the future voyage credit.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My experience in the cruise Once we sailed, we started exploring the cruise ship and most of the areas like the ******** was closed or at least it was a lady always or almost always standing by the door not letting anyone seen what the Red room is about, note when you book a cruise you want to see every possible room, every area, we want to explore and discover ourselves in every single space of the ship, unfortunately this was not the case In many occasions we tried to use the Virgin application, but most of the time it was off or not working at all, so we were not able to book any of the shows if the cruise ship offers any. The only show we saw it was the one in the ******** because we stayed in an standby line until finally that rude lady always taking care of the ******** she was telling us to go right, then left, then finally to go upstairs and again go right, go left , finally we were able to see the Show and the Red Room, in my opinion not that impressive While trying to use the Virgin app and booking for restaurants we noticed that my two sisters staying in room 8071A, they were not linked to our dining, or credit card reservation, which by the way I was using my credit card for the 4 of us, so we decided to head to the guest services desk, once there we were helped or apparently helped by *****, I said apparently because I explained every thing to her 1.-That we were 4 staying in rooms 8071A (my sisters) and My husband and I in room *****z 2.-That we were using the credit card for the 4 of us 3.-To please try to put us together in all the dining tables at the restaurants since we were having issues with the app It looks like she did it, but the first night when we went to the ****************** we had reservation for my husband and I but not for my sisters, but the host at the restaurant she was able to accommodate us, once we finished eating we went back to ***** and told her that the restaurant reservation was not done and she told us that

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My son and i were on a Virgin cruise that ended in ********* ***** May 26, 2024. I have 2 financial issues that occurred during the cruise. First, my son purchased a pair of sunglasses in one of the retail shops. He was advised to go to the fine jewelry store for his *** refund since we are non ** citizens. Virgin provided us information on obtaining a *** refund on our first day aboard our cruise. I went to the jewelry store since it was my credit card on the account. I was advised that I was two days too late to get the refund on board the ship and that I had to request it at the airport. At the airport I was denied and told the store did not give me the proper receipt. The *** was $21 since is is 21% on board the ship. The sunglasses cost $99.00.I also purchased a tour prior to the sailing that I canceled when I learned the description was misleading. I used my credit card for the purchase. I was told that I would receive the refund on the last sailing day. I asked that my credit card be refunded and was told they had to provide me cash. I never travel overseas with cash. I insisted on a card refund but Virgin staff refused. After disembarking in *********, we stayed another week. I was pick pocketed and my wallet with my credit cards and cash stolen. I was able to cancel the cards with no financial loss but lost the $190 refund I received from Virgin. Had they credited my card that was used for the purchase, I would not have lost that money.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My friend and I had a cruise booked on Virgin Voyages to depart on 2/24/24. We booked several excursions on the Virgin app, with separate credit cards. One was for Antigua for $100. Neither of us received any receipt. We just had the charges on our credit cards. We realized we had a scheduling conflict and could not take the Antigua excursion. So we both canceled it on the Virgin app which is the only way to book or cancel an excursion. By 2/15, I decided to contact Virgin by a chat session as the refunds had not processed. I asked for (1) a receipt for excursions purchased and (2) our refunds. I was told that they don't send receipts although later that day I did receive a 'back office' receipt from the accounting department for the remaining excursions. The chat agent told me the Antigua excursion no longer showed on my account and asked if I had taken a screen shot of it on the app BEFORE canceling it to prove I had purchased it. I had not. She said they would 'take a deep dive' and try to find out what happened. I saved a record of the chat. My roommate and I both disputed charges on our cards. On the cruise, on a different in excursion in ********, the bus left early without us. The excursion manager processed a refund to our onboard account for $140 each and apologized. After the cruise, my roommate received a refund for the Antigua excursion for $100 on 3/5; I received the email and asked where my refund was. No response. Virgin replied to the dispute on my credit card on 4/27 stating they had refunded the $100 while on the ship, erroneously referring to the Barbados issue. I have had to submit more info to my credit card company to get that dispute reopened (copy of chat, copy of email showing my roommate was refunded, and a detailed letter). I also emailed sailor services yet again asking for resolution. No response. Recap: I canceled Antigua excursion on 1/31. Cruised 2/24. Never took the excursion. $100 is still due to me in form of a refund.

  Customer response

  06/02/2024

  On 6/1, I received a refund from this merchant. It took over 4 months and lots of persistence. Thank you so much.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made bookings for cruises that I've yet to receive payment for. Despite my efforts to resolve this matter by reaching out via phone calls, I've encountered a frustrating cycle of receiving different answers each time. I've contacted various departments including the commission department, the **** and customer service, but to no avail. Initially, I was informed via email that there was a system error affecting April commissions with no estimated time for resolution. After weeks of waiting without any updates, I followed up with a call only to be told that the commission was processed on March 22nd. However, when I contacted the host agency, they claimed they hadn't received anything. ***** attempted to assist me via email, but the issue persisted. During my latest call on 5/13/24, I was once again informed that the payment was made on March 22nd. Frustrated, I requested to speak to a supervisor who couldn't provide a transaction number. After countless hours spent navigating this issue, I've been met with explanations ranging from system errors to payments already made. At this point, I'm at a loss for what else to do. **************** acknowledges the complexity of the situation but asserts their limitations in resolving it, leaving me feeling exasperated and unsure of how to proceed.

  Business response

  06/04/2024

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dartania Price

  *******, IL 60440
  

  To Whom It May ******************** you for contacting us regarding the outstanding booking payments. We understand ****************** frustration and appreciate the opportunity to address this matter. 

  After a comprehensive review with our accounting team, we have identified and rectified the payment delay. We are delighted to confirm that the delayed payment was dispatched to Mr. ******* ****** on May 17, 2024.
  

  I have enclosed a copy of the ledger to demonstrate the transaction details as proof of payment. If you need further clarification or assistance, please contact us directly.

  
  Sincerely,

  
  ********************;
  Sr. Manager, Sailor Services Communications and VIP
  

  
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a my next Virgin Voyages the day of my last day on the cruise for $300. I went online to choose my date and the onboard credit was reduced from $600-$300. I contacted a travel agent and she mentioned that, even though I was only one day, trying to book after the 60 day period. That Virgin Voyages would not honor the $600 in on board credit. I dont think this is right. I want to be refunded $300 for the placeholder or I want the original $600 and on board credit , this is not fair and false advertising .

  Business response

  05/10/2024

  Purchase in question has been cancelled and refund processed.

  Customer response

  05/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to express my deep anger and dissatisfaction with the handling of an alleged TV damage incident in our cabin. The conclusion that the charge is valid is both unfounded and unacceptable. The logic that occupancy equates to liability is flawed, especially given the circumstances.Upon our departure from a fully functional TV, we had a room service visit. However, upon our return, we found a malfunctioning unit with no external signs of damage, as confirmed by the ship's floor manager. Despite this, the charge was imposed without clear proof of fault on our part. It feels less like an investigation and more like a rush to penalize. The management of this issue has been abysmal. We were charged before any reasonable assessment was made, and subsequent efforts to resolve this with your team have been met with evasion and indifference. Despite repeated attempts to engage, I have been shuffled around with empty promises of follow-up. Lastly, my email seeking clarification on the policy of charging occupants for damage remains unanswered, despite confirmation that it was received.I demand a re-evaluation of this charge with actual evidence and a clear explanation of your investigative process. This situation warrants more than a mere review; it requires a rectification of the gross mishandling and disregard for customer experience.Sincerely,*************************** Phone: ************

  Business response

  05/24/2024

  
  
  
  
  
  
  
  
  
  
  
  
  ***************************
  *******************;
  ************. IL 60487
  

  To Whom it may concern: 

  
  First and foremost, thank you for contacting us regarding your concerns. We understand ********************** frustration and appreciate the opportunity to discuss this matter further.

  
  After carefully reviewing the information and circumstances surrounding the television incident in ********************** cabin, we regret that we cannot adjust the charge. Our standard procedure involves thoroughly inspecting cabins before the night of debarkation. During this inspection, our night manager noted visible damage to the television in ********************** cabin. We have enclosed a copy of the damage to substantiate the observed damage.

  
  We acknowledge ********************** concern regarding handling the situation and apologize if our communication did not meet his expectations. Our priority is to ensure that every sailor's experience is positive, and we are sorry to hear that this was not the case for ******************.

  
  Please do not hesitate to contact us directly if you require further clarification or if there is anything else we can assist with.

  Sincerely,

  
  ********************;
  Sr. Manager, Sailor Services Communications and VIP
  

  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went on a cruise with Virgin Voyages on March 20, 2024. We went on as mega Rockstars, thats virgin VIP/concierge level. We paid a lot of money for this cruise and had high expectations. After we got off the cruise and got our Final invoice, We noticed charges that we did not make on the account. Including three charges that were considered minibar charges. Also, they charge us one extra time for a spa appointment. We booked two spa appointments on March 20 when we got on the ship they immediately charged us for the spa charges. But we didnt go to the spa until the day at sea. They charged us on that day as well. So one extra charge is on the account that should not be. In addition to the three final charges that are titled minibars charges. Ive called two times and Ive emailed three or four times. Only to be given the runaround for the past three weeks that it was being resolved and they were looking into it. I called again today and spoke to a supervisor. He told me that the request/questions were just put in this past Saturday, but Ive been calling for the past three weeks. Theres no answers when this can get resolved. I would like my money refunded for the charges that I did not make. They have all those charges on there online information. They owe us $511 Booking number ******* Charges Redemption spa $349 Mini bars $100 Mini bars $12 Mini bars $50

  Business response

  04/25/2024

  Sailor's spa charges had already been voided before the final settlement. There is a refund for the cabin decor.

  Customer response

  04/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a Mediterranean cruise for a week in October of this year. Today I get an email that a port would be canceled, and I would have to spend a day at sea. I also would recieve 11 dollars refund from Port taxes and fees. Not substitute another port for the one you paid for, we just want to keep you on the water for a day. I talked to 3 different representatives at this company. The first one told me that the destination was canceled due to it being unsafe and dangerous. This was based on reviews from previous passengers. If this was the case, why put it in the itinerary from the beginning. Then you cancel it after 6 months from I first booked the cruise, so you don't have to refund my money. Just give me credit on a future cruise. This is unacceptable. I feel like this was planned. I purchased cancelation insurance for 342 dollars. What is that for if you can't cancel.

  Business response

  03/29/2024

  No longer valid as we will be going to the cancelled port.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩