Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virgin cruises cancelled my cruise for next year. I took a loan through their partner company and I expect a refund with the interest I am charged on the loan. I shouldnt have to pay when they made the choice to cancel.

  Business Response

  Date: 04/12/2025

  ****** Hames 
  Kitchener , ON N2e1m5

  
  Thank you for reaching out and sharing your concerns regarding your canceled cruise. We sincerely apologize for any inconvenience this has caused and understand how disappointing this must be, especially after securing financing for your voyage.
  At Virgin Voyages, we strive to provide flexible and fair solutions when unforeseen changes occur. In this instance, we offered affected sailors the choice between rebooking on a new voyage (with fare protection for an itinerary of 11 nights or less in the same cabin category) or receiving a full refund to their original form of payment.

  We acknowledge that you opted for the refund, which is being processed with an anticipated turnaround of 710 business days from the date of your request.
  Regarding the interest accrued on your loan through our partner company, we recommend reaching out to their customer service team directly to discuss possible adjustments, as refunds for third-party financing fall outside of Virgin Voyages direct control. However, were happy to provide any necessary documentation to support your refund claim.

  
  If youd prefer to revisit rebooking or need further assistance, our *************** team. We appreciate your understanding and hope to welcome you aboard in the future for the exceptional experience you deserve.

  
  Sincerely,
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery

  
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged twice for an item and I simply want reimbursement from Virgin Voyages. I first contacted them on March 15. I then returned information they requested as per email image I am including. Still have not gotten a response. It is only $12USD but the point is that this is a simple problem and I am not being responded to in a timely or valued manner.

  Business Response

  Date: 04/24/2025

  ******** ******
  ***********, NS B1Y 3W4 ******
  Thank you for bringing this matter to our attention. We understand your frustration regarding the delay in resolving the duplicate charge, and we appreciate your patience as we worked to address it.
  Upon reviewing your case, we show that the refund for the $12.00 USD was processed on [date refund was issued]. Please allow 7 to ******************************************** your account, depending on your financial institutions processing time.
  We regret any inconvenience this may have caused and appreciate you reaching out to us to resolve it. If you do not see the refund within the expected timeframe, please dont hesitate to let us know so we can assist further.
  Thank you for your understanding and for giving us the opportunity to make this right.
  Sincerely,
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery
  

  Customer Answer

  Date: 04/25/2025

   
  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

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My excursion was canceled by Virgin Voyages while I was attending their cruise. I booked directly thru Virgin voyages. Company is refusing to refund my money back to credit card. I was told a link would be emailed to me however I never received it.

  Business Response

  Date: 04/24/2025

  ******** Modal 
  ****, TX 78640

  
  Thank you for bringing this to our attention. Were truly sorry to hear that your excursion was canceled and for any frustration this situation has caused during or after your voyage with us.

  
  Weve taken a close look, and according to our records, the funds for the canceled excursion were claimed electronically on April 2, 2025. We understand it can be concerning if you havent seen this reflected yet, and we recommend checking with your financial institution, as some transactions may take a little time to appear depending on their processing timelines.

  
  Were here to support you and want to make sure everything is sorted, so if you have any questions or need additional assistance, please dont hesitate to reach out.

  Sincerely,

  *** Williams  
  Sr. Manager, Global Sales and Service Delivery

  
  

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Virgin Voyages for deceptive changes to their **** services.- Date of Transaction: Cruise booked on November 16, 2024. Booking number ******* for a two week transatlantic cruise on 4/12/25-4/26/25.- Amount Paid: Cruise was $2895.20. We later purchased a Premium **** package for $420 -- which we have since cancelled since it no longer provides VPN access.- What Was Promised: When I booked my cruise, the Premium **** plan was advertised as including VPN support, which is essential for my needs. - Nature of the Dispute: In January 2025, Virgin Voyages introduced a much more expensive "Work from Sea" **** tier (which would cost us a total of $700 for our 14 day cruise) and downgraded Premium **** by removing VPN access and other key features. Since our cruise tickets are non-refundable, in order to work from the ship as expected, we will now have to pay almost twice what was expected -- and with no formal notice from Virgin Voyages.- Attempts at Resolution: I was not informed of this change and had to learn about it from other sailors. Virgin Voyages has not provided an option to honor the original service terms. - Advertising Information: At the time of my booking, Premium **** was marketed as including VPN support. This was a major factor in my decision to purchase this cruise, and the post-booking removal of these features constitutes a classic bait-and-switch tactic.More details on this change can be found here: **********************************************************************************************

  Business Response

  Date: 04/21/2025

  **** ********
  NV 89107
  Thank you for reaching out and sharing your concerns regarding the recent adjustments to our Wi-Fi offerings. We sincerely appreciate your feedback and understand how important reliable internet access is, especially for those who need to work remotely during their voyage.

  
  At Virgin Voyages, we continuously strive to enhance our onboard services to provide the best possible experience for our sailors. As part of these efforts, our Wi-Fi packages have been updated to better align with evolving connectivity needs. While we recognize that these changes may impact some of our sailors differently, our goal is to ensure that we provide the most seamless and high-quality experience possible.

  
  In an effort to reach an amicable resolution, we are pleased to offer you access to the Work from Sea package at no additional cost for your upcoming transatlantic voyage. This will ensure that you have the connectivity needed to work remotely while sailing with us. We hope this addresses your concerns and allows you to fully enjoy your time onboard.

  Please let us know if you have any further questions.

  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery
  

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Virgin Voyages due to their unfair and misleading post-booking policy changes, which have resulted in unexpected additional charges and a failure to honor the terms of my original purchase.I booked a non-refundable transatlantic cruise departing April 12, 2025, under the Wi-Fi plan in place at the time, which included VPN access, the ability to connect 2 devices and access to virtual meeting platforms under the premium package. This was essential, as I need reliable internet to work remotely during the voyage.However, after booking, Virgin Voyages unilaterally changed their Wi-Fi policy, now requiring an additional $50/day/device for VPN and blocking virtual meeting platforms like Zoom, unless guests purchase the new and very expensive Work from Sea package. Additionally, the premium Wi-Fi plan was reduced from two devices to one, effectively doubling costs for those who need multiple connections, like working professionals.. These changes will result in $750 dollars of unexpected additional fees for a service that was included at booking.Virgin has arbitrarily changed the terms of my ticket after locking me into a non-refundable purchase, leaving me no option to cancel or rebook with full knowledge of these added costs. This contradicts their promises of no hidden fees and transparent pricing and constitutes an unfair and deceptive business practice.Despite multiple attempts to resolve this, Virgin has only offered generic responses and refuses to honor the original terms of purchase.I request that Virgin either honor the Wi-Fi terms in place at the time of my booking or provide a complimentary upgrade to the Work from Sea package to compensate for these unfair retroactive changes.I urge the BBB to review this case as it reflects deceptive business practices and a failure to uphold agreed-upon terms.Desired Resolution: Honor the original Wi-Fi terms or provide an equivalent alternative at no additional cost.

  Business Response

  Date: 03/25/2025

  ***** ******
  *******************

  
  Thank you for reaching out and sharing your concerns regarding the recent adjustments to our Wi-Fi offerings. We sincerely appreciate your feedback and understand how important reliable internet access is, especially for those who need to work remotely during their voyage.

  
  At Virgin Voyages, we continuously strive to enhance our onboard services to provide the best possible experience for our sailors. As part of these efforts, our Wi-Fi packages have been updated to better align with evolving connectivity needs. While we recognize that these changes may impact some of our sailors differently, our goal is to ensure that we provide the most seamless and high-quality experience possible.

  
  In an effort to reach an amicable resolution, we are pleased to offer you access to the Work from Sea package at no additional cost for your upcoming transatlantic voyage. This will ensure that you have the connectivity needed to work remotely while sailing with us. We hope this addresses your concerns and allows you to fully enjoy your time onboard.

  
  Please let us know if you have any further questions, and we look forward to welcoming you aboard in April 2025.
  

  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery

  
  

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not only satisfactory to me, but exactly what I was requesting all along.

  After numerous emails to Virgin customer service, I received zero resolution and reached out to BBB in frustration. Upon first contact by BBB, they provided an acceptable resolution. Impressive! Thank you very much for your assistance with this matter and it serves to further enforce the value of the BBB in protecting consumers. Thank you Thank you Thank you! 

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Refund ************************ Information Request for Resolution I am filing this complaint regarding an unfair refund policy and misleading information from Virgin Voyages. After rebooking my cruise (December 1520, 2024) due to a promotional offer, all members of my party received full refunds except for me. I was only refunded $378, with $634 issued as future voyage credit despite this being my first and likely last cruise due to severe seasickness. Additionally, I was misled about being able to use the credit onboard and for excursions. Multiple calls to customer service resulted in inconsistent responses, making this a frustrating and disappointing experience. I request a full refund, as was granted to the rest of my party.

  Business Response

  Date: 03/23/2025

  ****** *****
  *************************************************************************
  Dear Mrs. ********************** you for reaching out and sharing your experience. We understand how frustrating it can be when expectations around refunds and policies do not align with your understanding.

  
  After reviewing your reservation and our interactions with you, we confirm that your refund and future voyage credit (FVC) were processed in accordance with our booking policy. When a booking is repriced or canceled within 119 to 45 days of sailing, our policy provides future voyage credit, which can be used toward another sailing or pre-voyage add-ons, such as shore excursions and bar tab.

  
  We sincerely apologize if there was any miscommunication regarding the use of your future voyage credit. Our goal is always to ensure clear and accurate information, and we regret any confusion caused during your conversations with our customer service team.

  
  While we are unable to offer an exception to the refund policy in this case, we would love the opportunity to assist you in making the most of your future voyage credit should you decide to sail with us again. If you need any guidance on how to use it, please don't hesitate to reach out.

  
  We value your feedback and appreciate the time youve taken to share your concerns. If you have any further questions, please let us know.

  
  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery
  

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virgin voyages was our favorite cruise line and we will NEVER go on it again. *** would not do half the things virgin does. We are asking for a simple credit of cruise credits because YOU cancelled a voyage and gave us 12 months to book. We booked in November, I had to cancel to my dead having a brain aneurysm and suddenly passing. I didnt collect money back from Virgin during when you cancelled even though it was offered because we loved sailing virgin that we couldnt imagine losing the credits. I wish we got our money back. Instead we let you keep and hold our funds for a year. You cancelled the voyage, I cancelled the second one due to a death and more **** should have been created but you are going by the original time frame of when you cancelled which was before my father died. Your staff is rude and disrespectful. I was in the middle of talking and got caught off several times then she told me to stop talking because she was. I was talking and expressing what happened first it is proper etiquette to wait until your customer is finished before shouting at them. Our views on virgin have changed so much over a lousy $1900 to a billion dollar company. We even have a hold on a $9000 cruise that we will cancel for a lousy $1900 to not be extended. You will be gaining far me. I am requesting my credits be reinstated as it is only fair.

  Business Response

  Date: 03/23/2025

  ****** Albanese 
  ******, *******;

  
  Thank you for reaching out and sharing your experience with us. First and foremost, we want to extend our sincerest condolences for your loss. We understand how difficult this time must be, and we truly regret that your travel plans have added to your frustration.

  
  We recognize the challenges youve faced with the cancellations and the unexpected expiration of your Future Voyage Credit (FVC). While our standard policy ties the validity of Future Voyage Credits to the original sailing date, we completely understand that your situation is unique, and we want to do what we can to make things right.

  
  In light of the extenuating circumstances, we have extended your Future Voyage Credit for an additional six months, giving you more time to plan and embark on the Virgin Voyages experience you originally envisioned. Our goal is always to ensure our Sailors feel valued and supported, and we truly appreciate your loyalty to Virgin Voyages.

  
  We hope this extension provides a fair and amicable resolution, and wed love to welcome you back onboard when the time feels right for you. If you need any assistance rebooking or have any further questions, please dont hesitate to reach out.

  
  Wishing you smooth seas ahead,

  
  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery
  

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virgin Voyages has seriously went down hill. We had two cruises cancelled by you. We went all out had a romance package and I was planning on proposing. Well your ship wasnt ready so you cancelled it. We had to rush and rebook to get a future cruise credit. Fast forward, we had a cruise booked for November my dad died and we had to cancel. Our future cruise credits were in our account and then suddenly they expired. Why would they be based off of the first cruise that YOU cancelled?!?? how is that fair?! We would have taken it and been done. Why would NO consideration be taken for a death and when YOU cancelled multiple cruises on us. We have a future voyage credit and almost an $9000 trip booked that we will be cancelling immediately if this isnt rectified. I am not asking for a refund but an extension or creation of credits. This is simply not right. Virgin messed up on the timeline of their ships and now we have to suffer. virgin was our favorite line and its just sad what has happened to it.

  Business Response

  Date: 03/23/2025

  ***** Hargett 
  ******, *******;

  
  Thank you for reaching out and sharing your experience with us. First and foremost, we want to extend our sincerest condolences for your loss. We understand how difficult this time must be, and we truly regret that your travel plans have added to your frustration.

  
  We recognize the challenges youve faced with the cancellations and the unexpected expiration of your Future Voyage Credit (FVC). While our standard policy ties the validity of Future Voyage Credits to the original sailing date, we completely understand that your situation is unique, and we want to do what we can to make things right.

  
  In light of the extenuating circumstances, we have extended your Future Voyage Credit for an additional six months, giving you more time to plan and embark on the Virgin Voyages experience you originally envisioned. Our goal is always to ensure our Sailors feel valued and supported, and we truly appreciate your loyalty to Virgin Voyages.

  
  We hope this extension provides a fair and amicable resolution, and wed love to welcome you back onboard when the time feels right for you. If you need any assistance rebooking or have any further questions, please dont hesitate to reach out.

  
  Wishing you smooth seas ahead.

  
  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery

  
  

• Initial Complaint

  Date:02/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/02/2025 I returned from a cruise on the virgin scarlet ship. Before leaving the ship I went to customer service to verify that there were no charges on my account which at that time I was informed that I didnt owe any money. Two days later I looked at my credit card account and seen a $214.20 charge on my card from Virgin. I looked on the app and saw that I was being charged for a bar tab which I never had because my husband and I didnt drink alcohol. I immediately called virgin to dispute the charges and the young lady apologized for the error and promised me that I would be refunded my money. After a week of not seeing my refund I called Virgin again and then they made up another excuse for the charge saying that I purchased 2 blankets which I never did purchase any blankets from them.I told them that I never purchased blankets so they told me that they have to contact the ship. The man told me that they have a lot of complaints from people being charged for blankets that they dont have. Im not sure of what kind of scam virgin is pulling but I want my money back. I dont have any of their blankets and I certainly wouldnt spend that kind of money on a blanket. This was my first and last time cruising with virgin. There was problems from the first day on the ship. I was also being charged while on the ship for drinks that I never had and they cleared that up on the ship. This is a nightmare. I am a 65 year old woman and my husband is 75 years old and we cannot afford to lose our money like this. Please help. Our booking #*******

  Business Response

  Date: 03/22/2025

  ***** ****
  ***********, FL 34769

  
  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience must have been for you, and we sincerely regret any inconvenience it may have caused. After reviewing your account, we can confirm that a refund for the disputed amount of $214.20 has been processed to your original form of payment. Please find the enclosed receipt as confirmation.

  
  While we strive to ensure all charges are accurate, we appreciate you bringing this to our attention and allowing us the opportunity to assist. If you have any further questions or need any additional support, please dont hesitate to reach out to our team.

  
  We truly appreciate you sailing with us and hope to have the opportunity to welcome you aboard again in the future.

  
  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery
  
  

  
  

• Initial Complaint

  Date:02/14/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my relatives booked two cabins during the Cyber Monday sale. The offer displayed on the main page of the Virgin Voyages website and then after selecting the sailing included free drinks (bar tab). We budgeted for the cruise accordingly, knowing that we would not need to spend extra on alcohol.After booking we looked for the free drinks confirmation and learned that the drinks are only included with certain cabins. It was too late to change our booking at this point. If we knew this when booking, we would have opted for a shorter cruise with an eligible cabin. Or perhaps an offer from one of the other cruise lines that included a drink package. The offer that was displayed at the time of booking did not specify that it was only applicable to certain cabins, and there was no indicator of any kind directing customers to read the terms and conditions. Nor was there a link to the terms and conditions on the offer page. I believe in the Virgin brand and hope this was a communication error rather than a misleading practice, and that Virgin will be able to honor the promotion that was offered to me at the time of booking.

  Business Response

  Date: 03/22/2025

  ***** ******
  NY, 11214

  
  Thank you for taking the time to share your concerns with us. We appreciate the opportunity to connect with you directly regarding your booking and the Cyber Monday promotion.

  
  After reviewing our records, we see that you have been in contact with a member of our leadership team, and as a result, a $100 Bar Tab per cabin was extended for you and your family to enjoy during your voyage. While the promotion associated with your booking did not include a Bar Tab, we truly value your feedback and remain committed to ensuring transparency in our offers.

  
  Your insights have been shared with our team, as Sailor confidence and clarity remain top priorities for us. If theres anything else we can do to enhance your experience, please dont hesitate to reach out.

  
  We look forward to welcoming you and your family aboard for an incredible sailing!

  Sincerely,

  
  *** Williams  
  Sr. Manager, Global Sales and Service Delivery