ComplaintsforVirgin Voyages

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - 4/15/22 -$2,752 - My wife and I were belittled, hung up on and disrespected by all Virgin Voyages employees I spoke to. Not only were they terribly trained, they did not resolve a single issue I had. No point of proper escalation. Only demeaning individuals with zero business skills or customer service capacity. All due to issues Virgin Voyages has with their own booking system/practices.

  Business response

  04/19/2022

  We'd like to look into this further. What was the date of the phone call and the number that was called from?

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Haven't even made it in to our cruise yet,multiple reschedules due to covid. Now one of our friends can't go due to pregnancy and the no hassle name change if someone wasn't able to go we were promised when we agreed to rebook instead of getting our money back in the first place is apparently a HUGE hassle. Instead of the super easy flexible booking that has been advertised everywhere, its no different than any other cruise. Back when I rebooked this last at one in sept 2021, and again this week, I was up and down in the terms and conditions and nowhere was any policies specifically on name changes. The people on the phone always say its super easy. Its not. Sure you can change the name, but the original person will get future voyage credit that they have to book within just a few months and the new person will have to pay whatever the going rate is. What was billed as a "sailor swap" is really a cancel and rebook and lose all of your credits etc.This is not at all what they have advertised as Covid friendly policies. All of this is disappointing but what is even MORE disappointing is that you wait on hold forever, then the customer service people are RUDE and insult to injury they "put you on a brief hold" that lasts an hour before you give up and end up having to call again.The cruise I've been so looking forward to is already off to a bad start and its 45 days away.

  Business response

  04/14/2022

  *****************************, Bkng 130949.  Future Voyage Credits are non-transferrable. While we do allow name changes up to 48 hrs prior to the voyage, Future Voyage Credits are non-transferrable. If a sailor is removed from a booking the *** will also be removed, leaving a balance on the booking. 

  Customer response

  04/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is  not satisfactory to me (as we have been booked since pre Covid and been canceled many times already due to Covid). However despite being gaslit at every corner (oh its super easy to change people out ) and not being told things when we rebooked, then having to change our booking again during to unforeseen circumstances, I am just done. Its apparent that virgin is just more of the same corporate greed, who doesnt actually care about brand loyalty with customers that stood around through all the crazy Covid cancellations.

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

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We made reservations in June to board the Scarlet Lady 10/24 to Riveria Maya and return 10/29. We upgraded to a rockstar suite in August with the following promises and "perks": Ability to make reservations 60 days prior to our trip (this was not fulfilled) Receive our bands 45 days in advance to our trip (this was not fullfilled) Transportation to and from our airport (this was not fulfilled and now I need to pay $100 more for transportation) A fully stocked bar with the option of 4 different packages. We were supposed to be able to choose to get 4 750ML bottles of wine and now we get 3 375 ml bottles of wine and liquor which we do not drink. (This will cost another $100 more for me to purchase on my own) I would like either on-board credit or the wine and transportation that was promised to me. Along with additional compensation for the rudeness of the "Rockstar Agent" I talked with today who suggested I give the additional liquor I won't be drinking to other passengers.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/18) */ This matter has been resolved. The customer was provided with wine as a good will gesture. Consumer Response /* (2000, 7, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩