I am extremely disappointed and frustrated with Virgin. I have flown with Virgin airlines before and was satisfied, hence I thought I would rather go with Virgin than book cheaper tickets that were available on other airlines. My frustration started when I purchased a gift voucher via Entertainment Values book, for $800. It took 4 days (including the weekend) to get my gift voucher, when I did there was error in the expiry date, i.e. the voucher was valid from Jan 2015 to Jan 2016! I rang the relevant phone number and was told the expiry date would be changed and I would get an email with the corrected date. When I got the new date - expiry in Jan 2017, I tried to book two tickets on the Virgin website, noting that the price in tickets had gone up. However, when it came to payment options, I chose 'gift card' but the expiry years on the drop down box only went till 2016. I was worried that I would loose my seats again so I put a $20 deposit to hold my reservation, which I was again not happy about because I would not have had to do this if every thing worked the way it should. I phoned virgin customer service for help. The person on the other side was helpful, and offered to settle my booking over phone, which I agreed to, however at the end he said it would cost $35 as a charge to book over phone, which they could waiver to compensate for my trouble! I did not need the person to do the booking for me as I could do it on line myself if the website actually worked properly. I went back to the website and tried to book it again, but when it came to payment options, this time gift card option did not appear! I rang the help line again...it took three hours- from 9 till 12 to sort this problem out, which eventually I did, but I kept loosing the ticket prices that I chose because of the delay! Needless to say I was fuming and frustrated.
I wrote a complaint letter to virgin and they replied with an offer to give me $10 per ticket in virgin points! I was not happy and told them to stick their $10.
To add to this, when I was trying to check-in online before my flight, I could not do so as an error came up saying we had fees pending! i had recepts showing that all money was psid, but just so that we would not miss our flight I had to pay the extra money. eventually I sent copies of the receipts and bank details showing the money had been paid, but I kept getting replies repeating the same thing over and over. I finally gave up trying to prove that I had paid the money, because I was getting no where.