Firstly, we have always booked and traveled with Virgin and generally been pleased however, we booked our next trip with Virgin Holidays to Orlando for May 2018 over a year in advance including upgrades to Premium Economy costing an extra £1000 and also chose and reserved our seats on the aircraft for both outbound and inbound flights. As this was the earlier of two flights departing on the day we booked and paid in full for a hotel at the north terminal for the night before to insure things went smoothly, or so we thought!
Virgin emailed me over the Xmas period to say the flight had been cancelled and we had been moved to the later flight, this not only meant we would get into Orlando much later but we now had a non refundable hotel booking at Gatwick we didn’t needed.
I contacted Virgin Holidays by phone and was told our seats had been reallocated and that we were now separated and sitting on our own in different rows in the aircraft! I was then told there was nothing they could do. This is a nine our flight and we had spent a considerable amount extra for the premium service, how Virgin can just split and sit family’s anywhere they choose without due consideration on the affect it will have is beyond me. I have had to cancel the trip that was booked well in advance as my wife and I do not want to fly separated especially for the extra cost, Virgin will not refund me the hotel booking at Gatwick so I’ve lost that too. My daughter has had a similar problem only they changed her flight to Cancun for July 2018 by two days and didn’t tell her at all! NOT impressed Virgin. Beware, not matter how early you book with Virgin Holidays it can all change at the last minute.