Virgin Atlantic Holidays, Manchester Trafford Centre

Fantastic experience: Great experience, treated very well and created our dream holiday exactly how we wanted it

Negative experience: No one really seemed to want to help?

Fantastic experience: Super Service.

Negative experience: Absolutely rubbish customer service. We've booked a trip to Vegas for next January and I'm beginning to wish I hadn't, the lady was not interested in helping my wife whatsoever and made her feel foolish for not having "computer skills " She was very disrespectful and my wife was really upset by Joanne's attitude, go get a job where you don't have to deal with people. I'm so disappointed with the whole experience. A right con....go elsewhere. AVOID

Fantastic experience: I was served by Jo, she was brilliant

Fantastic experience: Dex Brentnall Los Angeles california holiday hotels manchester airport terminal 2 and Los Angeles Airport Holiday Monday 25th August 2025 yes virgin atlantic

Fantastic experience: We came in yesterday with a vague idea of what we wanted for our honeymoon, but it required multiple bookings, so we hoped Virgin may be able to help and arrange it all for us. We were greeted by a lady called Nicole, and provided with drinks and cake upon arrival. Nicole was incredibly helpful. She's very well travelled and took so much time to piece together our honeymoon ideas. In store she explored many different options for us and created a comprehensive quotation for us to consider which was emailed to us. In the meantime we did some research into other possibilities, emailed Nicole and she was so quick to amend each quote for us. Nicole is an asset to the store and has genuinely crafted our dream honeymoon, which I'm thrilled to say we booked today. I wouldn't hesitate to recommend pop in and see her. Thank you so much Nicole, from Madison and Jonty xx

Negative experience: Very poor service staff are just not bothered. This has happened on multiple occasions. I've had a look at the other reviews here & noticed a pattern of similar experiences. Also noticed that it doesn't matter if it's a good review or bad review Virgin don't comment on the posts meaning their clearly not bothered either. Just avoid & take your money elsewhere. I'd rather pay double than give Virgin Trafford Centre a penny.

Fantastic experience: Always been able to find me a dream holiday for cheaper than if I sorted it myself! Been on 2 big USA holidays organised by VA and had no problems and therefore no complaints! I will always recommend their brilliant customer service and helpful attitudes

Fantastic experience: Well managed

Fantastic experience: Looked after us brilliantly when TUI messed our holiday up, Saved us a good few hundred and extra days in Florida too

Fantastic experience: Booked a trip to Disneyland for the family, Nicole's help & advice was excellent!

Negative experience: I am a little disappointed with the service, to be honest. We originally had booked our holiday back in September at yhe trafford centre and the lady was nice back then. She showed us lots of different options and travel dates, so we booked it. We went back last week, in between Christmas and New Year, and the lady who served us was not so nice. Don't get me wrong, she smiled once at us. We had paid nearly £5k for the rest of our holiday, and it was a case of pay and out! We wanted a printout of everything that was included with the hotel, but she said she couldn't print it... but we were, however, able to take a screenshot of the monitor! We have received our itinerary on email but not what's included in the hotel......so I have no idea what we have included.....fantastic Virgin! Don't think I will be using again! If I do, different shop!

Negative experience: Just spoke with Nichole the (supervisor) It seems the moment you book and pay that your on your own from then on Nicole seems to have a bit of a no can do the computer says no attitude … Don’t use virgin I have problems every year and this time will stand by my word and not use them anymore

Negative experience: We had to cancel our holiday due to financial problems but they said the refund was done 15 days ago and when I phoned them they said it hadn't been done, so we are not very happy that a contract has been broken because of there incompetent ability to do the right thing.i have now lost confidence in booking with them ever again and I just hope no one else has to go through this

Fantastic experience: Abigail was so helpful .Florida booked n sorted ! Roll on 2025

Negative experience: Went into Virgin at Trafford Centre to book our honeymoon, not a great experience. When we first went in we had a friendly greeting, however the staff were so unhelpful. We had ideas but each time we said something it was brushed off like it was a terrible idea, we went back and forth with ideas and we did get a quote and I asked for that to be sent to me, however was just sent a list of hotels rather than the quote which is not what we asked for. I imagine as this was more expensive than we originally said our budget was, however we were willing to spend this much as it was our honeymoon. Almost made to feel like we weren't welcome. We have since been to a different Virgin store (completely different experience) and have picked a slightly different holiday as we had a great staff member helping us along the way. We went way over budget (almost double) but we are so excited as this is our honeymoon. Would highly recommend Virgin, just not in the Trafford centre

Negative experience: Went to book a holiday for our 5th wedding anniversary next year. Only to be greeted by a colleague who lacked any enthusiasm, what so ever. Who was really not interested or excited for us. We've only saved 2 years to go away. Hence, I went to Tui and spent our money there. Great service, Tui. Be writing your review shortly.

Fantastic experience: We have just booked a holiday with Jo Eggelton at the Trafford Centre and it was an absolute dream to have Jo assist us with our booking. Jo fully understood our requirements and went above and beyond to make sure that every detail of our booking was correct. Thanks Jo, you have made the Ablett family very happy.

Fantastic experience: Always brilliant service, very approachable and knowledgeable staff

Fantastic experience: We went in to book a holiday on the 17th, and the politeness and the approachability of the staff was amazing, we dealt with scott and we could not fault him. Personality, lovely. Professionalism, Elite. Friendliness, couldn't be nicer. 10/10 would recommend going in for your travel agents

Negative experience: Used them twice. Both times nightmares. Never again

Negative experience: Great experience booking the holiday with Emily, however our connecting flight was cancelled, no hotel was offered, meaning we had to spend 24 hours in an airport, our bags were then lost and the first few days of our holiday ruined, cruise itinerary was also changed. Virgin said compensation is not their responsibility and their complaints team are disinterested unwilling to help, we will not be using again, we paid a premium booking with Virgin as we expected a premium experience and to be looked after if things went wrong, next time we will book our trip separately rather than as a package and save ourselves the money.

Fantastic experience: Very friendly staff

Fantastic experience: Unlike companies like tui, Virgin KNOW how to make customers happy n strive to do exactly that. not only that, but their prices are seriously competitive and shop staff and flight crew take care to offer good service. Staff at this particular Virgin Holidays shop have always taken great care of us, and gone out of their way to check we get the best prices they can offer, beating our own researched prices everytime. IF I have a single complaint about Virgin Atlantic it has to be that they're partnered with Delta for U.S. onward travel. There are obviously worse airlines in the world. Aeroflot (air fleet) springs to mind, but for long distance U.S. onward travel, I personally would prefer the chance to fly with another airline the Delta. I was impressed the aircraft chosen to get us to Hawaii actually made it all the way there. The culture shock of getting off a Virgin atlantic flight with incredible customer focused flight crew, to then boarding a Delta flight where the crew wanted to get home more than they wanted to serve customers is something to wish on those you dislike. A lot! You pay a lot to fly with Virgin, but in my experience you don't pay as much as other airlines and the service is fantastic. n no, I don't work for them, n I'm not tryin' to get freebees.. though if Sir Richard happens to read this... space looks so tempting from here, hint hint. I'm allowed to dream, lol

Fantastic experience: I booked a special trip to Dubai for my husbands 40th and Abi was brilliant. From booking our trip with an amazing hotel recommendation, she made sure everything we needed was catered for and her customer service was exemplary. Thank you so much for making our trip so special Abi!

Fantastic experience: Had a fantastic experience booking our trip at the Trafford Centre. Special thanks to Scott, who was very friendly and welcoming and worked hard to get us a great deal on our package, and get a combination of elements that was not available online. This is the second big trip we’ve booked through Virgin and hope this will be as memorable as before.

Positive experience: Happy and friendly staff.

Fantastic experience: Chilled out gym staff are all happy and friendly

Negative experience: Please avoid!!!. Appalling customer service. We booked a holiday several weeks ago and the staff wanted to know clearly to sell the holiday as by the looks of it they work on commission. The last 3 weeks we have gone in to ask about why we can't print our tickets off . Every week we got fobed off as in try next week , come back if you can't and we will do it . Also gave us an incorrect phone number for customer service . We found the correct number ourselves but got hung up on 3 times . Today still could not print the tickets off and we go away in a week time so my husband went back into the store . The manager greeted him asked him the query and could not be bothered to deal with it told him to come back in an hours time . He refused and kicked up a fuss in store. The store had customers trying to book their holiday and were priority . Also could hear what was going on .Due to him kicking up a fuss the manager decided she would then get someone to deal with it as clearly she could not be bothered that's why she asked him to initially return in an hour . EXTREMELY DISAPPOINTED with virigin and will not be booking with them in the future. Only interested in the sale nothing else matters. You are just a number .

Positive experience: Helpful staff

Fantastic experience: Unbelievable experience here, Scott was very helpful and took the time to show us different packages to suit our needs. He was really friendly and the customer service was out of this world.

Fantastic experience: Just wanted to say a big thank you to Lauren and her supervisor today, I went to the store after trying to resolve flight changes with the call centre, which was terrible! I was upset and frustrated from the call centre agent and when I arrived in store I explained what had happened and it was resolved, with a smile and a glass of fizz. It was not an easy fix for them and they went above and beyond! Thank you so much, we can now look forward to our much awaited holiday!

Fantastic experience: The only people to book a holiday with

Fantastic experience: Just spoken to a lady called Shauna (apologies if I’ve spelt that wrong) to amend our holiday under the flexible booking policy. She was amazing and sorted everything within 5 minutes - another person from another branch had been most unhelpful. Amazing service.

Positive experience: Staff aren't very friendly.

Fantastic experience: Shauna what a gal, sorted us right out !

Fantastic experience: Helpful very

Positive experience: Helpful friendly staff who answered all my questions without hesitation.

Fantastic experience: Class!

Fantastic experience: Excellent experience. Very professional and helpful. Answered all my questions and made sensible, constructive comments which helped us with our decision.

Fantastic experience: We went in last week to inquire about booking a holiday to Florida next year, we spoke with Nicole who was very friendly and knowledgeable about Orlando. We ended up booking there and then thanks to Nicole! :D

Negative experience: 9 months later: Finally made contact will Virgin Holidays. I offered them the opportunity to do a deal on a replacement holiday so they can showcase their customer service. They didn’t want to know. They clearly do not care if they let down their customers. They even suggested I should book another holiday so that “they can put this experience right for us” but they are still not prepared to discuss our dissatisfaction or recompense. I really can’t see how they will stay in business - think about this before booking, you can be badly let down and lose a lot of money. Apparently every customer must read the terms and conditions. If Virgin Holidays cut your holiday short you don’t get any refund, your bank will not cover it under Section 75 Consumer Credit Act either, contrary to advice give by all the so called experts. Update: Having checked the Financial Services Ombudsman’s website I have advised my bank that Virgin Holidays are not allowed to hide behind their terms and conditions, they are still liable under the Consumer Rights Act 2015, apparently their “legal panel” didn’t know that - needless to say they soon came up with an offer of a partial refund. I have declined their offer and passed my complaint on to the Ombudsman.

Negative experience: According to your website the store was open - it wasn't. A wasted journey.

Negative experience: Expensive should do Manchester flights

Fantastic experience: Really helpful staff and felt really valued as a potential customer

Fantastic experience: Excellent although busy staff were ectro friendly

Fantastic experience: Very helpfulcwith anything you want to know

Fantastic experience: It a brilliant day out

Positive experience: Love Virgin Holidays

Fantastic experience: Absolutely brilliant customer service from staff in the store to the contact centre to the airline staff. We travel to Florida every year and booking with Virgin you are guaranteed 5 star service they are in a league of their own. Well done to all

Positive experience: Good

Fantastic experience: Katie was very knowledgeable and full of excellent advice. Well looked after from start to finish. Didn't feel under any pressure to purchase. Roll on Florida 2021

Fantastic experience: Just wanted to say how lovely and helpful all the staff are

Positive experience: Went in for advice about our holiday to florida. We struggled to get an appointment and so we received an email from a female staff member saying we could talk to a Male staff member at 1130 on Thursday. When we arrived we were told he didn't start till 2. Was asked if we could wait but we couldn't as we had arranged a babysitter for the morning so we could visit and we also didn't want to hang around all day. We were then asked to chat to a young lady who appeared to be new. She was very reassuring and helpful. She answered everything she could and went and asked for help if she couldn't. I'm sorry I dont remember her name. We left the store with the information we needed.

Fantastic experience: Great service as always, flown many times with Virgin over the years, Sophie who helped us book our holiday was very helpful with her ideas of what to see and do during our 4 state visit to America

Fantastic experience: Fantastic staff always helpful Luke is a delight ,fantastic prices for premium class seat ,just love this shop

Fantastic experience: Very helpful staff. Not pushy. And a good cup of tea!

Fantastic experience: Amazing customer service

Fantastic experience: Fantastic service really friendly girls nothing to much trouble definitely return xxx

Fantastic experience: Staff supa helpful and friendly plus free snacks and drinks while you pick your holiday

Positive experience: Very nice free complementary drink very helpful picking your destination even when you've no idea where your going

Positive experience: I had already booked online. Went in to book extras but they couldn't help me at all. Not very helpful.

Fantastic experience: Excellent service Katie was very helpful

Fantastic experience: Amazing advice and booked there and then

Negative experience: Customer service is shocking! For such a well known and big company yhey are poor! They never answer the phone

Positive experience: The staff were friendly and helpful.

Positive experience: Very helpful assistants, make you feel very welcome

Positive experience: Service is good. Can get very busy but always get drinks and snacks whilst booking

Fantastic experience: Friendly and helpful staff. Could not fault virgin.

Fantastic experience: Very helpful

Fantastic experience: Great experience feel like your on holiday as soon as you walk through the door staff great

Fantastic experience: Very helpful staff

Positive experience: Always a pleasure to visit the store. Friendly staff, and comfortable customer seating. Nice to be offered and to have a drink whilst booking your holiday too.

Positive experience: Helpfull friendly staff full of knowledge on wherever you want to go

Fantastic experience: Just booked for 2020

Fantastic experience: Very helpful staff and enjoyable experience

Fantastic experience: Went in to enquire about a villa in florida so helpful offered drinks etc priceses so good we booked it it for next year thanks girls

Fantastic experience: very good

Fantastic experience: Ok

Fantastic experience: Very helpful and knowledgeable with experience of visiting the destination we are looking to book please ask for Katie Lowe

Fantastic experience: Great service and a free drink added to the experience

Fantastic experience: Very helpful and friendly staff in a lovely environment

Fantastic experience: Came in today to book a hokiday and Nicole was more than helpful, she gave us the different options and we felt she gave us the right guidance to booking our holiday! She was very easy to talk to and has made the whole process smooth!!!

Positive experience: Pricey

Negative experience: Came in hoping to book a virgin holiday, I clearly had the wrong end of the stick. They kindly called my mum to come and pick me up.

Positive experience: Staff ok no real deals for holidays

Fantastic experience: Knowledgeable friendly and helpful staff. Getting a beer or coffee while discussing holidays is a nice touch too

Negative experience: Firstly I've got to say that the staff in-store at The Trafford Centre were delightful when we first booked - really knowledgeable and more than happy to help........BUT We've been put in a similar situation to others reviewing Virgin Holidays (See the other abysmal reviews on Trustpilot) with flights changed and only being notified AFTER Virgin Holidays have taken our final balance payment, no communication beforehand at all. Re-visited the Trafford center store where changes were blamed on Virgin Atlantic. Whilst I appreciate the need to change aircraft for maintenance I'm really annoyed at the lack of communication. We'd booked Premium Economy seats and amended our holiday dates to fit in with direct flights as my wife has a bad back so needs plenty of legroom and room to move in the cabin, the option after the amendments from Virgin Atlantic was economy seats with a stop-over in Atlanta - take it or leave it!! We've decided to cancel but we're now left with 3 weeks holiday booked at work and having to start from scratch on finding something else suitable. Even when we cancelled Virgin tried to take a cancellation charge even though we'd been promised a full refund!! Another few days and another few phone calls and we eventually got the full amount back but if Virgin are using this policy on everyone has everyone got the full refunds they're due? and how much is Virgin raking in in interest?? Really disappointing about the lack of customer care for a company perceived as offering "Rockstar Service" and although I've been on a number of Virgin / Virgin Ski holidays before I won't consider booking with them again.