googinsg

Wow, that must be incredibly frustrating! I did see a specific comment that if you had used a previous cancellation credit that you will not get that again. They obviously should have anticipated the volume of people trying to call to get help and they are not prepared. There is an online form that you're supposed to be able to use, but when I submit my information it just spins and does nothing. Web chat is shut down, so that leaves just the phone. Yesterday I was only hold for 5 hours before giving up.

I received an email From Virgin Voyages that my October 9, 2022 7-day cruise on the Reliant Lady cruise ship had been cancelled. The email included a link for "more information" which didn't work, so I found more information on their website. They were offering a 200% credit to book on another sailing and had a form to fill out on their website, the form did not work. I then tried to call them and was on hold for 4 hours and abruptly disconnected saying "hold time exceeded the maximum". I then tired the "Chat with Us' feature on their website (virginvoyages.com) and it said there were no agents available right now and directing you back to the phone number that nobody answers. I sent the company a tweet with all of my struggles and they suggested that I send an email to sailorservices@virginvoyages.com which I have done but have never received a response. I finally resorted to calling my Travel Agent who booked the cruise and she tried calling Virgin Voyages while I held on the phone for 4.5 hours and she tried and tried but could not get through to Virgin Voyages Travel Agent Support Desk. My travel agent eventually gave up and told me she didn't know what to tell me, she tried! I've spent two full days trying to deal with this mess and have gotten absolutely NOWHERE!

I called my travel agent for help after all of Virgin's options failed (online form broken), email not responded to, phone number has you hold for 4 hours then disconnects you saying "maximum hold time exceeded", web chat unavailable. My travel agent tried to call the Virgin Agent Support Desk and was on hold for 6 hours with no answer and she finally had to go home for the day, so they have cancelled the cruises and have no way to deal with it.

Their online booking form is broken, just spins. Tried to call yesterday and was on hold for 4 hours then disconnected. I tweeted them and they told me to send an email which hasn't been responded to. This is just a horrible experience, they should have been more prepared to help people after ruining their vacations.