After we also belonged to the unlucky people who were affected by a cancellation on a trip with the Resilient Lady, we also faced the situation that Virgin Voyages was, so to speak, unreachable for rebookings. Somehow I can understand that the situation cannot be solved smoothly by looking at the amount of canceled voyages, on the other hand, this is simply not acceptable to the customers (to be honest: how it could be done better, fortunately, it is not for me to decide). I can only say that I spent six days with a minimum of several ours daily thinking, calculation, reading the T&C´s, planning on myself and with my fellow sailors about how to proceed and with trying to contact the cruise line accordingly to make it happen.
I had been through several hours of being on hold by phone on different days, countless and also several hours of attempts to make contact via chat (all of which then broke off just before I was supposed to be next), and then there was an initial conversation with an employee who didn't really feel able to help. A connection to a manager took another three quarters of an hour and unfortunately also broke after a short time and everything started all over again. As expected she didn't called me back after the line broke up. Later in there was another employee who preferred not to help us either, saying that the person who we talked to first would call us back "in a few minutes", who never got back to us.
And then another day later we reached her, our salvation: Monxxxx (we call her Magnifique Monxxxx by the way). She was friendly and funny, grateful for our patience with Virgin Voyages, she was patient herself with us and experienced and able to clarify everything that needed to be clarified. And there was a lot to clarify: The phone call lasts 3.25 hours and I wondered how she could get through this and other phone calls day after day, but that's what separates dilletantes from professionals. When a terrible initial situation comes to an end like this, it's usually wonderful people who are responsible. Thank you, Magnifique Monxxxx!
