OldandBold said: Virgin Hols eventually cancelled our holiday, 4 of us to St Lucia, we were due home a few days ago. For direct bookings made via the Virgin Atlantic website or contact centre only; call our flight disruption line on: +44 (0) 344 209 8711 in the UK, or 1-800-862-8621 in the USA. "We were quite angry about having to wait on hold [to Virgin Holidays] for over eight hours, and a message on the line saying that travellers should have already received a voucher for their missed holidays. Travel Agents Refund Request Form Important Information. Today’s announcement follows significant action by the CMA in relation to holiday cancellations. You can also ring up customer services, but if you request a refund online, the 'clock' for getting the cash starts as soon as you submit the request. RCNs were handed out by some companies instead of refunds early in the coronavirus crisis, as the businesses found themselves stretched by the level of claims. But all seemed back to normal now, the phone was answered quickly and was able to change our holiday with ease, we spoke to a wonderfully cheerful lady called Tanya Pendley, she was just amazing! You can use this form to claim a refund on travel, holidays and events booked on your credit card that have been cancelled due to coronavirus. We'll use the information you provide to submit a chargeback claim to the company you originally paid. If you have a package holiday cancelled by the provider, then a refund should be provided for the whole holiday within 14 days, If your flight is cancelled, you are entitled to a full refund to the original form of payment within seven days, although many airlines are struggling to meet that deadline. It has also written to over 100 package holiday firms reminding them of their obligations to comply with consumer protection law. The BBC is not responsible for the content of external sites. You can accept, or refuse, vouchers or a rebooking but a voucher will probably be invalid if the airline later goes bust, If you decide against going on a future flight, which is not yet cancelled, then there is no right to a refund. It will take only 2 minutes to fill in. The company has agreed to pay refunds by 30 October for any holidays cancelled before September. The regulator has issued similar warnings to other companies including Sykes Cottages and Vacation Rentals. Regulation of holidays and flights is divided between the CMA and the Civil Aviation Authority (CAA). If you have a holiday booked with Virgin Holidays or any package holiday that is not cancelled, but you don’t want to go. Refunds for hotels and transfers cancelled from 1 January 2021 onwards within 14 days of cancellation. © 2021 BBC. All content is available under the Open Government Licence v3.0, except where otherwise stated, It has written to over 100 package holiday firms to remind them of their obligations to comply with consumer protection law, CMA published a statement on its view of how the law relates to cancellations and refunds due to coronavirus, COVID-19 cancellations: package holidays web page, Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases, holidays cancelled before 1 September 2020 will be repaid by 30 October 2020, holidays cancelled from 1 September to 31 October 2020 will be repaid by 20 November 2020. Lynn and Martin Fox had remortgaged their home to pay for a holiday of a lifetime with their two children in Florida. Our team will process a refund based on the rules of the ticket you originally purchased. Thanks Virgin. But the phone cut off calls and emails were ignored," Mrs Fox said. By Kevin PeacheyPersonal finance correspondent. Cancellations, Credits and Refunds for travel up to 31 January 2022 Cancellations must be made before your travel date. If you call, it starts when the adviser you speak to confirms … Answer 21 of 30: Hi everyone, I like many other have had my holiday to Orlando cancelled (departure May 3rd 2020). Different airlines have different rules over what you can do, but many are waiving any charges for changing to a later flight or having a voucher instead. Cancellations with refund to other forms of payment as per fare rules. A cancel fee may apply for cancellations from 1 February 2022. Protection has been extended to cover any issued between 1 October and 31 December. To help us improve GOV.UK, we’d like to know more about your visit today. The move comes after the CMA’s action in the holiday refund space, securing commitments from Virgin Holidays, TUI, Sykes Cottages and Vacation Rentals. You can change your cookie settings at any time. We have temporarily paused issuing refunds while we wait for direction from the administrator. Andrea Coscelli, Chief Executive at the CMA, said: People whose holidays have been cancelled due to coronavirus deserve a prompt and full refund. Again, to process this, you will need to call a customer service advisor on +44 (0)344 874 7747. If we cannot collect personal information from you, we may not be able to respond to you or provide you with a refund. Xinjiang cotton: How do I know if it's in my jeans? Any refunds you may be subject to will only be made to the credit card on file that was used in the original booking. My holiday was cancelled 16/3 and a refund promised in 7 days Upon enquiring today, I have now been told 45 days for the refund. Following CMA action, Virgin Holidays has agreed to refund customers, for holidays cancelled due to COVID-19. I completed their form they sent by email at the end of April stating i wanted a refund rather than a voucher/re-book. This service is available to Virgin Money Credit Card and Virgin Atlantic Credit Card customers only. We are continuing to investigate package holidays in relation to the coronavirus crisis. Virgin Holidays will also ensure that people who are entitled to a refund for a holiday cancelled on or after 1 November 2020 will be paid within 14 days. As you may be aware, Virgin Australia has entered into voluntary administration. This means that the refund will be honoured, and can be drawn from a central pot, even if the provider goes bust. Answer 1 of 9: We were due to fly to Orlando for 2 weeks last Saturday 25/07. If Virgin Holidays fails to hit its deadlines, the regulator said it was prepared to take the company to court. Cancellations permitted to travel credit with no fee. Read about our approach to external linking. This applies to all Virgin Holidays businesses that offer package holidays. I completed their form they sent by email at the end of April stating i wanted a refund rather than a voucher/re-book. Thanks Virgin we're looking forward again to our … In order to help businesses to understand their legal obligations with regard to consumer protection law, the CMA published a statement on its view of how the law relates to cancellations and refunds due to coronavirus. Virgin should be your first port of call if you're looking to get your money back. Following CMA action, Virgin Holidays has committed to refund all customers whose package holidays were cancelled due to coronavirus. I cancelled my holiday with Virgin Holidays and lost my deposit and a little more as the flight had already been issued which I was fully prepared to do and to receive the overpayment back. Virgin are reportedly automatically sending vouchers to those with a cancelled trip. Please contact us to discuss this option. "If only they [Virgin Holidays] would have been honest with us and communicated with us, we would have been happy. As we are steadily reducing the maximum processing time for each new request, for refund requests made in August, we expect the maximum processing time to be 80 days, from the date the refund is requested. We had the holiday officially cancelled on 04/07. 20 May 2020 at 8:32PM. Biden condemns 'atrocity' of Georgia voting law1, Ships stuck in 'traffic jam' outside Suez Canal2, Belarus banned from Eurovision over song lyrics3, France accuses UK of 'blackmail' over jab exports5, Fox News sued for $1.6bn over election fraud claim6, Georgia lawmaker arrested in voting law row7, Germany tightens borders amid alarm over pandemic8, Xinjiang cotton: How do I know if it's in my jeans?9, France was 'blind' to Rwanda genocide, report says10. Home-schooling around the world: How have we coped? 1000s of us are still waiting for this and the communication from them is ridiculous. Those cancelled last month or this month will be refunded by 20 November. If you've decided you're no longer travelling with us, and would prefer not to change your ticket to another flight, please enter your details below to request a refund. We will process refunds to the original forms of payment. Belarus banned from Eurovision over song lyrics, Fox News sued for $1.6bn over election fraud claim, Georgia lawmaker arrested in voting law row, Germany tightens borders amid alarm over pandemic, France was 'blind' to Rwanda genocide, report says, saved for two years for their dream honeymoon, remortgaged their home to pay for a holiday of a lifetime, paid nearly £7,000 for a holiday to Disney World. It said many customers had been forced to wait for an "unreasonably long time", with some told the refunds would take three months. Refund in full appeared in my account today. Rejected petition Help us get our refunds from virgin holidays We would like help to actually receive our money we have been promised from virgin holidays. Where we have cancelled a flight, or if stated in the conditions of the ticket you’ve booked, you will be eligible for a refund and can fill in this form to request this for everyone in your booking. "The stress is making me ill. What a pleasant surprise. For those requesting a refund in September, we expect it to be processed within a maximum of 60 days, and then reduce to 30 days for refunds … Your travel insurance is unlikely to cover you. The Competition and Markets Authority (CMA) said it had received hundreds of complaints that people were not receiving refunds for holidays cancelled owing to the pandemic. This included refunds for Virgin Holiday Cruises. Virgin Australia Airlines Pty Ltd is collecting your personal information, including your bank details (if you supplied them to us), in order to respond to your complaint or compliment, and provide a refund to you (if applicable). Virgin Holidays will accelerate refunds to customers who canceled their vacations because of the coronavirus crisis, amid pressure to make the payments from the U.K. government. DO NOT cancel it yourself without reading the info below to find out why. Answer 11 of 30: Hi everyone, I like many other have had my holiday to Orlando cancelled (departure May 3rd 2020). Further information on this case can be found on the COVID-19 cancellations: package holidays web page. Virgin Holidays has been ordered to meet refund deadlines following Covid-related cancellations or face court action by the regulator. Andrea Coscelli, chief executive at the CMA, said: "Our action means that Virgin Holidays customers should receive all their money back without further delay. Virgin Holidays has committed to paying out £203m in refunds to customers who had their trips cancelled during the pandemic following an investigation by the competition watchdog. A spokesman for Virgin Holidays said: "We have gradually reduced refund timeframes and are now 98% through the refund queue. RCNs can be used to book another holiday, or a refund is given when the note expires. It just felt like we'd been forgotten about," they said. Refunds for flight bookings may take longer: Refunds for flights cancelled before 24 August 2020 will be paid by 28 February 2021. Read about our approach to external linking. The site advises: “If you accept a Virgin Holidays voucher you can use it to rebook up to 31 December 2021. They have been temporarily protected under the Atol scheme, which is government-guaranteed and administered by the CAA. If you’ve used Flying Club points, we will return these to your account. I completed their form they sent by email at the end of April stating i wanted a refund rather than a voucher/re-book. What happens to your body in extreme heat? Our action means that Virgin Holidays customers should receive all their money back without further delay. If your flight is cancelled, you are entitled to a full refund, per existing Virgin policy. The company said it had 1,300 claims left to process, which it said would be done by the end of the day. Holidaymakers have spoken to the BBC in recent months over the stress of getting refunds from Virgin Holidays. Our business operations are continuing, including our limited domestic schedule, cargo and charter services. Was dreading the thought of calling Virgin Holidays after the fiasco of refunds and not being able to speak to anyone in the summer due to Covid cutbacks. We use some essential cookies to make this website work. Virgin Holidays has also agreed to refund holidays cancelled on or after 1 November within 14 days as per package holiday regulations, and will be submitting regular progress reports to the CMA. Are you travelling with Virgin Holidays? If the payment details we have for you are not correct, or we are unable to use your original details, we will email you a link which goes through to a secure https page … Striking news pictures from around the world, Lockdown projects: How you made good use of the Covid year, Covid U-turn shakes Merkel's cool, calm image, The doctors using unproven worm drug to treat Covid-19, The 'daughter of Bengal' taking on India's PM. These are not small amounts for normal people," she told the BBC in June. I was initially promised a refund within 30 … By law, package holidays cancelled by an operator should be refunded within 14 days, but some people have waited three months to get their money back. Claim a refund: All refunds will be credited to the original form of payment. We have been told excuse after excuse to why we haven't received our refunds. France accuses UK of 'blackmail' over jab exports, Ships stuck in 'traffic jam' outside Suez Canal, The vaccine misinformation battle raging in France, The absurd 'scientific' belief that fooled Victorian society. We’d like to set additional cookies to understand how you use GOV.UK, remember your settings and improve government services. Newlyweds David and Natalie Rogers, from Dudley, saved for two years for their dream honeymoon safari trip in Kenya but coronavirus ruined their plans. Depending on the payment method, once we’ve processed the refund it could still take up to 14 days for you to receive it. I completed their form they sent by email at the end of April stating i wanted a refund rather than a voucher/re-book. £14,000 refund owing. I’m not happy … We’ll send you a link to a feedback form. If you booked your flight with a travel agent, you'll need to contact them directly to request a refund. We thank them sincerely for their patience throughout.". The Competition and Markets Authority (CMA) has been investigating Virgin Holidays after receiving hundreds of complaints that people were not receiving refunds for holidays cancelled due to the pandemic. These undertakings apply to all Virgin Holidays businesses that offer package holidays, including Virgin Holidays Cruises. Did you book directly with us on the phone or online? Virgin Holidays has received 53,000 refund requests since March 1, totalling £203 million. Virgin Holidays will also ensure that people who are entitled to a refund for a holiday cancelled on or after 1 November 2020 will be paid within 14 days. Since 1 March 2020, the company has received 53,000 refund requests. UPDATE: Virgin cancelled our holiday on 30th May. Answer 1 of 30: Hi everyone, I like many other have had my holiday to Orlando cancelled (departure May 3rd 2020). Virgin Atlantic Airways | Flying Club - Virgin Holidays refund - Hi Anybody has an experience with VS holidays refund? We also use cookies set by other sites to help us deliver content from their services. Should we find that any business is not complying with consumer protection law, we won't hesitate to take action.". Should we find that any business is not complying with consumer protection law, we won’t hesitate to take action. "Our focus now is on rebuilding trust with our customers, recognising that it has regrettably taken much longer than normal to process their refunds. Now to get the refund, see our guide how to get a refund for a cancelled flight or holiday. With Virgin Holidays, the simplest way is online, using the refund request links in the email you should have received letting you know about the cancellation and the 'Manage my booking' portal. We are currently processing refunds within a normal timeframe. If you have a package holiday cancelled by the provider, then a refund should be provided for the whole holiday within 14 days The time frame is constantly changed. Now Hannah is struggling to get a refund from her holiday company, Virgin Holidays. Our Customer Service team at Virgin Holidays are available 7 days a week to help. Virgin Holidays risks being taken to court if it does not repay customers by these dates. Don’t worry we won’t send you spam or share your email address with anyone. Customers must be given a cash refund if they ask for one. Hannah Nash and her family paid nearly £7,000 for a holiday to Disney World in Florida but struggled to get a refund. Answer 1 of 30: Hi everyone, I like many other have had my holiday to Orlando cancelled (departure May 3rd 2020). Virgin Holidays says it has processed 98% of the 53,000 refund requests it's received since March 1. If they put a date on the refund, we could have planned. "The stress is making me ill. Don’t include personal or financial information like your National Insurance number or credit card details. The CAA has now announced that refund credit notes (RCNs) will have greater protection than normal until the end of the year. Even when customers were informed by Virgin Holidays that they would receive a refund, many had to wait for an unreasonably long time, with some being told they would have to wait 120 days to receive their money back. We will always try to process refunds at the earliest opportunity, for requests before August our maximum timeframe is 120 days. Virgin Holidays has received 53,000 refund requests since the start of March, totalling £203m - a situation which it said had put the company under "extraordinary pressure". To ensure that Virgin Holidays adheres to its commitments, the company must provide the CMA with regular reports on the progress of its repayments. "We are continuing to investigate package holidays in relation to the coronavirus crisis. More details. It has written to over 100 package holiday firms to remind them of their obligations to comply with consumer protection law, and has already secured refund commitments from TUI UK, Sykes Cottages and Vacation Rentals. Please bear in mind, if your holiday is still planned to go ahead, our standard cancellation terms and conditions apply and your refund may be less than the amount you’ve paid. £7,000 holiday refund stress 'is making me ill’, ‘We're struggling to get a refund on our £17,000 chalet’, 'My once-in-lifetime holiday hasn't been refunded', Biden condemns 'atrocity' of Georgia voting law. 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