ComplaintsforVirgin Voyages

• 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.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Booking number *******. This company just pulled a big scam and need to be held accountable. We booked a cruise for October and was just informed that they are removing a port and replacing it with a day at sea so they can export more money. I asked for a refund because that is not the trip I signed up for. They refuse to do a refund and I no longer trust them to handle a vacation. I would like them held accountable for the scam they are running.

  Business response

  03/29/2024

  No longer valid as we have reinstated the cancelled port.

  Customer response

  03/29/2024

  Less than *************************************************** further proves they attempted to scam the thousands of people that booked this trip. As they have destroyed the trust of their sailors I am still demanding a refund. 

  Customer response

  04/01/2024

  Such a terrible response from a horrible company. I got my full refund from these crooks. 

  Customer response

  04/01/2024

   
  Complaint: 21499539
  
  I am rejecting this response because: Them deciding that the backlash was no longer worth the scam they tried to pull doesn't change the fact that they tried to scam thousands of people out of what they paid for. Please find them for what they did. I spoke with a supervisor named **** who admitted it was a scam and a money grab. 
  
  Sincerely,
  
  *************************

  Business response

  04/09/2024

  I've thoroughly reviewed the call interactions regarding ****************** recently canceled booking. I found his claims to be unfounded. No crew member directly cited or implied that this was a scam to a sailor.
  
  
  ****'s Observations: Tensions were high, and rightfully so, given the port deviation. During this call, the sailor was verbally abusive, used profane language, and appeared to attack **** personally when presented with the available options. Although attempting to remain professional after repeated attacks, it may have rattled him a bit toward the end of this interaction, and we gave in to the sailor's request to disconnect the call. 

  Customer response

  04/09/2024

  Nothing but lies. They even admit in ****'s response that he admitted I was angry and "rightfully so" due to what they did.... Also **** said under no circumstances would a refund be available and the next day I talked to a lovely person who said I should absolutely a refund for what your crummy company did. 

  Customer response

  04/09/2024

  Nothing but lies. They even admit in ****'s response that he admitted I was angry and "rightfully so" due to what they did.... Also **** said under no circumstances would a refund be available and the next day I talked to a lovely person who said I should absolutely a refund for what your crummy company did. 

  Customer response

  04/09/2024

   
  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. Thank you for the refund. Hopefully in the future your people feel empowered to do the right thing without all this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My fiancee and I went on the Virgin Voyages Scarlet **** cruise December 27, 2023 through January 2, 2024.While on board, we scheduled an appointment for my fiancee to get a massage at the Redemption Spa. She got the massage on 12/29 and I went in to their sauna for an extra $40 or thereabouts. While in the massage, the masseuse asked my fiancee if she wanted to upgrade the massage for an additional $30. My fiancee accepted the upgrade.Turns out that Virgin charged us an extra $229, billing for both the full cost of the upgraded massage and the full cost of the original massage. The second charge was made on December 30th, 2023, a day we were ashore doing excursions. We were never provided a second massage service.I saw this billing error on the Virgin app before disembarking, and called the spa manager, who assured me that even though the app looks like there was a double charge, on their end, the original massage fee had been reversed.Had it been credited, the total amount charged would have been approximately $1,000... but I saw that my **** card was charged $1,289.71. We were never issued the credit by Virgin for the massage service that was not performed.I also never received a guest folio from Virgin (the attachment was not attached to the email they sent me), and so I went ahead and filed a dispute with my **** card, requesting that the charge for $229 for a spa service that was never purchased nor performed be fully and immediately refunded.Virgin Voyages has been fighting my dispute, and so, I am filing this complaint with the BBB.According to my bank, they see this sort of thing happening all the time. So, it is my hope BBB will help Virgin Voyages change their unethical business practice of charging for services not performed, and then fighting the dispute.Supporting documents have been provided to my bank, ***** Fargo. I will add them to this complaint in the near future. Need to scan the documents.Many thanks,*********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pre-paid bar tab ($600) for use on my cruise. That bar tab never showed up on my on-board account. Sailor services said this was due to a "system error". They said that after the cruise they would work to refund my credit card. I spoke with them twice since the voyage ended on March 9th and have not received a refund. I sent credit card statements showing the tab was purchased on Jan. 5th, but still no refund. I am attaching my credit card statements showing the charge on January 5th, but no subsequent refund on my recent statements

  Business response

  03/22/2024

  Refund has been issued.

  Customer response

  03/22/2024

   
  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

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/03/23, purchased while on 1st sailing this voyage via onboard offer and remaining 20% down; including final payment, a grand total of $2718. Two main concerns for next voyage, were having an ADA *********** onboard knowledge in working with PWDs, due to 1) initial issue and confusion over at ************ Shore Things Excursion, and 2) Another Accessibility Request (in addition to the confirmation of collapsible wheelchair accessible tours), was to have a hands free phone in cabinspeakerphone preferable, but at the very least I could also get by with a TTY or TDD kit to communicate without full-range usage of my hands, which has limitations when having to hold the phone receiver. Not only was this gone over prior to the ending of the first cruise on 10/04/2023, but it was communicated again at time of final payment. I was repeatedly advised that even the PDF Sailor Confirmation page, did not show all of the notes accessible requests noted, but not to worry, they are indeed noted in their system. Then, at three, two and one-week prior, I begin reviewing any trying to verify again, exactly all that was noted. I kept hitting a dead-end, no response to any of my emails. I begin numbering 2nd & 3rd attempts, and adding more and more names to the email list, beyond Sailor/Voyage Services.still no response. Eventually, I located an accessibility webpage, but that doesnt work despite trying to complete this online form via FireFox, Mozilla, Chrome, Safari, or ********* browsers. Just prior to the final week, I begin calling, and getting told Id head back via email, the time would come and go, and finally there was little time left, when I eventually got a phone number and email. This is the first time I felt I was getting somewhere, and I wanted to be sure I had activities with options in each port, and an accessible phone. Unfortunately, that did not occur, which is why Ive voiced this issue and been advised Id receive a FVC refund by nowstill waiting!!!

  Business response

  03/21/2024

  As promised, within the 5-7 business days  I can confirm your FVC of $160 has been added to your account, and is ready to be used for your September voyage. 
  
  
  On a second note, teams have shared that you had a multiple hour conversation and opened new requests on topics that we have covered, discussed, and closed. I would ask that we move forward, as my understanding from our call was that the restaurant leadership as well as the General Manager connected with your shipboard, offered the apologies, corrected the situation, and according to what you shared, continually made sure your needs were addressed.

  Customer response

  03/26/2024

  Things have not always gone smoothly or without a hitch at Virgin Voyages. My ask is to make things right, or make a good faith attempt when things go wrong, Virgin Voyages has.
  

  In the end, ***********************, did make good on the 7th day when he made the $570 adjustment/correction. In all fairness, I didnt get an answer two days earlier when trying to confirm the amount to prevent confusion. I wanted to prevent having any cause for concern, as previously explained. I was not opening new requests; they were all the same issues as before in greater detail.
  

  I did not want and specifically requested not having the restaurant team sent an inquiry, that was done anyway. As stated, in my account, every effort was made to address that matter on site, but that doesnt mean old wounds dont still hurt when awaiting a resolution you have no idea that closure is right around the corner. 

  As also stated, I have always given credit, where credit was/is due. I love to report positive feedback, a whole lot more, than constructive feedback or criticism. That said, I agree, lets all move forward positively. As those are the memories and experiences Id rather revisit and share. Those are the experiences people pay to have and want to cherish forever. Thank you.

  Customer response

  03/26/2024

   
  Better Business Bureau:
  
  I can confirm we came to an agreement in a separate response follow up, to the message left here, made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking reimbursement for two shore excursions from Virgin Voyages that I was unable to attend due to lack of oversight on their part in providing gluten free dining options. After requesting a gluten free breakfast, a blueberry muffin that was certainly not gluten free was included. I was bedridden for two days and unable to leave the ship or my cabin for any substantial period of time. All I have gotten is the run around about this. This experience was hugely disappointing and again I am asking Virgin to refund my payment method $250 for the missed excursions.

  Business response

  03/28/2024

  The Sailor was denied a refund by 2 TLs due to inauthenticity of her story and per our ST cancellation policy. She claims she was given a muffin by VV with gluten  even though it was labeled "gluten free' which made her fall ill and exhausted so she could not attend the ST..

  Customer response

  03/28/2024

   
  Complaint: 21456509
  
  I am rejecting this response because: Virgin Voyages should be do better. I would love to know in this non-apology response provided, what was inauthentic about my account of this vacation? Why would someone change their shore excursion and pay more money to go to just voluntarily forfeit $205? 
  

  I am once again asking for you to do the right thing and refund $250 that was caused by the careless behavior of your staff. 
  

  Thank you. 
  Sincerely,
  
  ***********************

  Customer response

  04/13/2024

  Again, I am asking for a refund of $250 for the missed Shore Things. This experience has gone from disappointing to appalling. No one should go on holiday paying a premium price for the voyage only to be told that the ship ran out of gluten free bagels. I ordered gluten free bread at one point during the voyage through ship eats and a crew member called and said they were out of gluten free bread then too. The day I was glutened by the wheat containing muffin, was the last day they allegedly had gluten free toast. The next after being extremely ill, trying to order gluten free toast only, instead of sending gluten free bread two banana nut muffins were sent by ship eats. I guess I should have took a picture of this but I never thought that I would be here being told I am being inauthentic in my story. Sailor services on the Valiant Lady even told me that the banana nut muffins were not gluten free. So, if this error could be made when the gluten free toast was ordered, then my account of being sent a gluten containing blueberry muffin is also accurate.

  For the money I paid on this voyage, to spend 7 days in ************* in the care of your crew, and have a serious dietary requirement be disregarded on numerous occasions, is not acceptable. Your social media campaign of smiling, happy people on your ships only to be berated and ignored when there is a problem is not okay.

  There would be no reason for me to fabricate this story. The bottom line at the end of the day, I was sent a muffin in error that I trusted was safe to consume only to become extremely unwell. There is no medical treatment for this type of reaction to gluten and going on a shore excursion that is physically demanding while managing the symptoms of gluten episode is not safe for me or the tour guides.  

  In this experience of asking Virgin Voyages to do the right thing and understand the consequences of this error my experience has been dismissed and been called untrue. I am not someone that would fabricate a story or place blame on someone for my own benefit if it were not true.

  Having paid $2778 for this voyage and over $500 for shore things as well as other incidentals, this request of a refund for $250 is not unreasonable given the onboard experience of this voyage. Only to have comments deleted on your social media, given different answers from every one of your agents. This is not a premium or acceptable experience and certainly will never make me want to sail Virgin again. 

   

  Customer response

  04/13/2024

  Based on these recent posts, I am not alone in this experience. Not only do changes to your dietary policies need to be made, but once again as a paying passenger that has yet to have a thoughtful authentic response from anyone at Virgin, I once again am asking for a refund of my missed shore excursions of $250. 

  Business response

  04/15/2024

  Need better documentation in order read the complaint.  Cannot read, or dicipher message, in the manner provided.

  Customer response

  04/17/2024

   
  Complaint: 21456509
  
  I am rejecting this response because there has been no resolution or satisfactory response from Virgin thus far.  I am once again stating that on March 12, 2024 I ordered breakfast through Ship Eats. I selected gluten free toast and a gluten blueberry muffin and put gluten/wheat allergy as a selection on the order. The order arrived. The blueberry muffin arrived in a brown paper wrapping that is identical to the gluten containing muffins served in the galley. This was not known to me at the time, however I was suspicious if the muffin was in fact gluten free. I had a few bites decided "better to be safe than sorry" and stopped eating it. Later that day, I was starting to feel unwell. By the next morning, I was truly unwell and unable to go on my booked shore excursion in Antigua. I tried to order some gluten free toast again through the app and two banana nut muffins came instead of any toast. I refused to eat those knowing they would have gluten just like the blueberry muffin and went to bed. I did not eat that day. The next day, I still was not well enough to go on all day shore excursion due to the carelessness of the Valiant Ship Eats staff. I remained in my cabin was able to get a gluten free pizza since the Galley and Ship Eats had on multiple occasions shown that an allergy was not a serious issue and was disregarded.  

  For a company that provides what is supposed to be a once in a lifetime dream experience, this has been anything but. I am once again wanting this to be made right by Virgin Voyages and the $250 for these shore excursions to be refunded to my payment method. 

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased an excursion directly with Virgin for an April cruise. The cost of the excursion was $200. On 2/28/2024 we cancelled the excursion and was told by Virgin since the cancellation was within the required timeline (can cancel up to 48 hours of the sail date) we would receive a full refund. Virgin stated this would take 5-7 business days. Over the last couple of weeks we have contacted Virgin and were told our refund has been escalated and expect a refund within 7-10 days. Each time we call we get the same answer as well as extending the time to process our refund. Credit Card refunds do not take 3 weeks to process and feel we have given Virgin ample time to refund our $200. We feel at this point Virgin has no intention of refunding our $200. Whats extremely concerning is we havent even been on the cruise yet and this is how we are being treated.

  Business response

  03/19/2024

  The refund has been processed and a receipt is attached for reference. 

  Customer response

  03/20/2024

   
  Complaint: 21450976
  
  I am rejecting this response because:

  I have not received the $200 refund on my credit card as claimed by Virgin.  I contacted my credit card company and nothing is pending.  

  The document Virgin provided had a credit card number listed.  The number in the document is not my credit card number.  The last four numbers of 7824 are correct.  The first 12 numbers are not correct. 

  This needs to be resolved immediately. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  my credit card was charged for purchases i didnt make on 02/13/24 and 02/14/24 for $230.00 and $150.00 somehow my credit card info was added to a friend of mine i sailed on a cruise with previously. when she booked another cruise i was charged on my credit card i spoke to virgin Atlantic many times over the last 30 days and have not received a refund for the fraudulent charges two weeks ago i spoke to ****** a team lead and she saw the problem that my credit card was added to another person virgin app and when she booked items i was charged by mistake and she will look into it and refund me nothing has been done, today i spoke to ******** another team lead and he said a refund was done but not to my credit card and a second refund can not be done. i tried to explain that my credit card should have never been charged he said nothing he can do even though its not my charges. so how do i get my money refunded he basically said nothing he can do and there is nobody else i can speak with to resolve my issue. this is the worst customer service i ever had to basically treat someone with no regard for my problem what kind of a company does nothing to help when the problem is their fault i have spent hours and hours trying to fix this issue. i would like my credit card refunded and an apology and also to be compensated for the hours wasted and total disregard for my issue please have someone contact me as soon as possible thank you

  Business response

  03/29/2024

  This has been resolved and refund has been issued to the proper Sailor.

*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. ↩