Virgin Atlantic Holidays Bluewater

Negative experience: We walked in to book Orlando/Disney holiday, which we did end up booking and will travel in a month or so. A brief summary of our experience is that compared with an online booking, there should be some additional value provided by the staff. Our experience is that if anything, it was harder work because we went into store. Ultimately, for our holiday, they just book it online as you would at home. In our case, there was more hassle involved to use our reward point to pay some of the balance. Similarity, adding our reward numbers, so we accumulate more points was difficultly. If it couldn’t be done online, they just sent us to Virgin Atlantic directly. But without providing us any contact details etc. to actually do this. There is an opportunity to provide a better, more personal service, and given the decline of high street travel agents, you’d imagine they would therefore be providing more than the online experience. For us, this wasn’t the case. It was worse as we lost an element of control, and then when simple, small issues arose, the store just palmed us off and didn’t really want to help. Its quite disappointing, and the staff don’t really seem to take a lot of pride in providing a good level of service. I don’t doubt the holiday will be fine, but if I was booking again, I’m certainly not going to use the store. I’ll just do it online. Save myself the hassle and retain more control. They get a star as you can have a beer whilst waiting to be seen. So, If you’re in Bluewater and want a break, pop in, discuss a holiday a grab a free drink

Fantastic experience: We went into a Virgin Holidays travel agent centre today in Bluewater to book our Sept 25 Disney World trip and it was the most lovely experience and I highly recommend! We sat with our lovely agent Chloe and went through every little detail of what we want from the trip, our must haves, and our potentials, and she tailor made a trip perfect for us, that completely matched the cost of what we were looking at for booking separately. Complimentary drinks the whole time, she was able to answer literally every query we had, they had a small kids area where our kids played while we discussed and booked, and it was simply a lovely experience! we’ve never booked through a travel agent before and it was just an incredibly welcoming experience and Chloe was brilliant and so down to earth! I recommend it completely!!

Fantastic experience: Booked our Florida trip with Virgin Holidays Bluewater. Got to say was a superb service from start to finish. Massive thank you to Chloe Seferi who booked this for us. Went through several options with us and explained everything perfectly whilst making us feel at ease and had a real good vibe about her. Would highly recommend going in here to book your holidays!

Negative experience: Walked into virgin holidays in bluewater today, ready to book a Christmas holiday and was completely ignored by the team. All the staff were at the back of the shop, looking at a baby in a pram. We waited a minute, one of the staff even turned around and saw us, then carried on ignoring us. We decided to leave and the staff just watched us. Will book our holiday elsewhere

Fantastic experience: Really helpful and sorted out the issue in good time

Fantastic experience: Lacey was so helpful and kind ☺️

Fantastic experience: You have to book an appointment with a representative. Our rep Chole was extremely helpful and showed us serval different destinations. We are after a relaxing holiday for grown-ups. We have chosen a holiday in the Maldives. Thank you Virgin alantic

Negative experience: Visited Bluewater store very disappointed with the way we were treated I felt there was no compassion to our problem and no advice what could be done Totally upsetting

Negative experience: I am not usually one to complain but I just went into your bluewater store to ask 1 single question I wasn't sure who had said hello can I help as I went to ask my question a lady spoke of the top of me and served the lady behind without even a glance

Fantastic experience: The lady who helped Jenevieve was an incredible help and not only helped us book an amazing holiday she also gave us recommendations of what to do at the destinations . Her service was amazing!

Fantastic experience: Staff helpful and informative

Fantastic experience: Just want to say a huge thank you to Xaviera at the Bluewater store for helping us book our holiday. When we walked in we had no clue where to go and with her expertise she advised us to visit Barbados. Her kind and friendly approach really sold us to use her and virgin holidays. The flow of drinks and laughter throughout booking and having her help us along the way really made it that extra special. When needing our documents I popped in during my lunch to ask to collect them at the end of my working day, when going back documents all ready and she wish us a lovely holiday. Xaviera, thank you so much for all your help and advice and being super friendly. Our next holiday is already booked through virgin due to Xaviera who we will continue to use.

Fantastic experience: Always helpful, have been using Virgin since it's start and would use no one else.

Fantastic experience: Great service and help

Positive experience: I phoned and was on hold for about 20 minutes. An automated message said that they were aware of my call and would call me back. I couldn't leave any details or anything. That was 2 weeks ago and I still havent had a phone call back. In store however, i've always had amazing service.

Fantastic experience: Brilliant staff, very efficient and welcoming.

Negative experience: Had to move a holiday from Florida to NY which was fine but Told us we had to book plane seats online which were £40 each way couldn’t understand why they couldn’t do seats However Virgin cancelled flight so then had to go back up to Bluey to try and sort out new flight All done and was pleased but told we had to ring Virgin about seats etc after two hours and no luck we traipsed back up to Bluey saw a lovely lady who said why did you pay for seats !? She then gave us two seats at no cost BUT now trying to get a refund from Virgin is like trying to get blood out of a stone two advisors said to pay the other one really nice said no but we are now short eighty pounds this was meant to be a holiday of s lifetime for my granddaughter who has saved hard but the stress got her and me has been unbelievable

Fantastic experience: Extremely helpful can't praise them enough

Fantastic experience: Natasha, Kerry & the Bluewater team are extremely professional in helping you get the best travel experience. I will definitely be using this service again.

Negative experience: Booked many holidays with Virgin and no complaints until now. Waited 112 days for a refund that should have been processed in 14 days. Glad to see others now won’t have to wait for so long.

Negative experience: Not the best booking experience!!! Got a quote online, emailed back to request a callback to pay deposit as you can't phone the store direct...(why?) After a 12 plus hour wait I decided to visit the store only to be told that despite me trying to pay a deposit for near 24 hours, the price has now gone up!!.. Not great customer relations...

Fantastic experience: Virgin have upped their game in recent months Staff are much more efficient and helpful. We have started booking our holidays with again. We have flown in premium economy and in upperclass the planes are very clean and the service is first class. Really enjoy flying with virgin now. 6 weeks to my next virgin holiday, cant wait.

Fantastic experience: Not had any problems. And everyone I've ever spoken to was pleasant and delightful and helpful.

Fantastic experience: Helpful and knowledgeable staff. Took time to explain everything thoroughly and searched out the best deal! Will use again. Coffee and biscuits thrown in too.

Fantastic experience: Virgin Holidays are always polite and very helpful. Also if you fine a holiday cheaper they will try and price match as long as it is like for like holiday package

Fantastic experience: We book every year with Virgin at Blue Water. Always walk away with a smile on my face after receiving another brilliant package deal. Wine, coffee, biscuits is all part of the wonderful service. All we do is get to the airport the rest is done Thank you Virgin. Visit you will not be disappointed.

Fantastic experience: Staff were so helpful and it has a lovely atmosphere

Positive experience: Very friendly and nice getting a free drink

Positive experience: Quite slow in answering but got through and all questions answered.

Fantastic experience: Very nice just wish the packages were cheaper

Fantastic experience: Kirsty was really helpful in planning Florida for us.

Positive experience: Friendly staff and professional service.

Positive experience: Over an hour wait but at least we were told upfront and could therefore make the decision as to whether we wanted to wait or come back later. We waited and we were offered a free drink which was great, we were also able to look through some brochures too. The meeting itself was really good and the agent was able to provide lots of knowledge. Unfortunately the staff are not trained on flight club information which would have really added value. After we were sent, via email, details of the holidays. Great experience and we will be booking soon

Fantastic experience: Friendly and helpful

Fantastic experience: Easy enough to book a holiday. Reasonable prices.

Fantastic experience: Staff very helpful and informative

Negative experience: If you book with Virgin Holidays, I’d strongly suggest not getting a Delta flight. Customer service on the plane is poor and the cabin crew were miserable. Then, when we returned, we didn’t get all our air miles (short over 8,000 miles) and Virgin Holidays said they couldn’t help and we had to sort it out ourselves as it’s not their problem. Staff in the store told us we would get 100% air miles but when there’s a problem, they don’t know about air miles and how it works. Virgin Holidays are quick to take your money and the customer service is brilliant when booking your holiday (as expected as they are taking your money), but expect little thereafter. Shame Branson sold Virgin Holidays - it’s gone downhill since then and I’ve travelled with Virgin Holiday’s for years.

Fantastic experience: Amazing experience and staff, I can't wait to book my next holiday!

Negative experience: AWFUL, STAY AWAY AT ALL COSTS!!! The staff were really rude, ignored me and refused to serve me. I think it may be down to my race. Further complaints to head office seemed to back up the same theme of being discriminatory. Horrible company, and judging by the other review, I would steer clear as I'm not the only person with a terrible experience.

Negative experience: AVOID! SCAM! AVOID! To say we had the holiday from hell was an understatement. Let's start from the start. We went into Bluewater branch to book a holiday, we gave the link, the name of the hotel, the name of the area, we even showed the actual place from a direct link both on their computer and from my phone. I didn't feel the need to look anything up as that's what I was paying them for. Holiday was booked and paid for and tickets arrived. My partner noticed that it said Patong on the tickets, so she called to clarify as we was unsure if this was a different area. Someone said they would call us back and never did. We both discussed this and decided that there was no way Virgin would book us in the wrong hotel and decided to give you the benefit of the doubt as they are a big company and never thought we would be lied to or scammed by Virgin. Our three things we requested at the time of booking were quiet (we do not like clubs, bars and night life) sunny weather and the specific hotel of Khao Lak Merlin. We even stated to the lady at Bluewater that if the weather was going to be bad, we could book elsewhere such as America or Spain. She stated to us that she had been before and it would be nice weather. We arrived in Thailand, Bangkok in stormy rainy weather, with our flight being delayed for two hours, with a further hour waiting on the actual plane. Finally arrived to Phuket! This was not what we was expecting, we was very tired from the plane journey and delays and just got in the cab in order to contact them to sort this out. Arrived at the hotel, attached to a strip of clubs, bars and night life. On top of this, the weather was horrific, heavy rain, cloudy and windy weather. To say I was angry was an understatement. I emailed Virgin to a response of them calling me a liar that I never asked for a different hotel. I have more than enough evidence showing that I told them to book me in Khao Lak Merlin Resort. I said for Virgin to pull CCTV, their search history or I can show search history proving the exact resort we asked for. Virgin immediately refused to listen to any of my suggestions to show evidence and offered to attempt to move us. Virgin's representative in Thailand also stated we had an upgraded room due to the inconvenience, which was a blatant LIE, as this room was "upgraded" before I even made the complaint. Virgin then suggested that they could attempt to move us. At this point I had completely lost all trust in Virgin holidays and did not want anymore travel or mess ups. We decided to just stay in this hotel. It has been the worst holiday I could ever imagine. We haven't left the room after 6 due to night life. We haven't been able to enjoy sun, or relax, or do anything we wanted to due to Virgins negligence. To be completely honest with Virgin, they seem completely useless with their "help", "suggestions" and seem to accuse people of lies until they show proof, then you ignore the facts. Virgin have mis-sold me a very expensive holiday, ripped me off, lied to me, accused me of lying and completely ruined what should of been a great time of my life. I am seriously considering legal action, as I am furious with what has happened. I understand Virgin may not be bothered to do anything, as I have come to expect, Virgin Holidays does not care about it's customers after money has changed hands. I will leave as many awful reviews about all their branches as I can. I will tell as many people as I can, about what they have done, and I will not rest until people know what Virgin have done. If anyone else has the misfortune of going through what we have gone through, then I will be very upset for them and I will work to stop this. Virgin holidays to me, represents scam artists, taking my money, calling me a liar and ignoring me. Modern day crooks. You are a disgrace, and I can't believe such a big name company has treated us this way. I have since emailed feedback and complaints for some form of compensation, which has been ignored on more than one occasion.