Any cancelees unable to access their VV account?

[David8965]

Hi all,

 

I did have 3 VV sailings booked until they cancelled 2 of them yesterday. I've since been totally unable to access my VV online account. Anyone else finding the same? Obviously this means I'm also unable to access the booking that hasn't been cancelled.

 

Edited September 8, 2023 by David8965
Typo

[Splatt2010]

Me! Exact same. Lost all details on my account.

[ghostshark]

Same. Apparently just canceling my trip so they could give it to someone else wasn't punitive enough.

[AlyssaJames]

19 minutes ago, ghostshark said:

Same. Apparently just canceling my trip so they could give it to someone else wasn't punitive enough.

 

I don't think they're trying to 'punish' anyone. It's not their fault the shipyard is late delivering, and no matter what happened some group of people was going to be unhappy with the outcome. 

I won't pretend they don't have some technical issues (although it has been a while since I've seen people unable to access their accounts), but unlike some other cruise lines, I'm fairly confident people who want refunds (for example) will get them sooner rather than later. (A lot of people on Princess gave up on getting some pandemic era refunds.) 

This was admittedly before the current rebooking tsunami, but earlier this week I was able to get a 10% discount retroactively applied to an upcoming sailing (10% for being in the VV sailing club), and the refund showed up in my account this morning. So just a few days. I know it will likely be longer in the current scenario, just trying to give some context and reassurance to those who are going refund-only.

(No, I don't work for Virgin, I just like their cruise product.) 

[CineGraphic]

21 minutes ago, ghostshark said:

Apparently just canceling my trip so they could give it to someone else wasn't punitive enough.

 

Apparently offering a replacement cruise, any number of days, and any itinerary at the same price, while honoring all of your booking extras, and throwing in another $600 in goodwill isn't enough to make some people happy.

All I know is we paid $2400 for cruise, and we'll end up having $2200 in loot and bar tabs, so you won't hear me complaining.

[ghostshark]

Just now, CineGraphic said:

 

Apparently offering a replacement cruise, any number of days, and any itinerary at the same price, while honoring all of your booking extras, and throwing in another $600 in goodwill isn't enough to make some people happy.

All I know is we paid $2400 for cruise, and we'll end up having $2200 in loot and bar tabs, so you won't hear me complaining.

Yeah, dude, I know about your $2400/$2200 scenario. You bring it up often.

 

For those of us trying to rebook a RS cabin, their "offer" isn't very helpful because I can't find any cruises of a comparable or greater length with my cabin available. And more OBC on a cruise where I already have a bar tab and more OBC than I can use doesn't help either.

 

If you can't understand why some people aren't happy, let me explain it in one sentence: they cancelled my trip, gave it to somebody else, and gave me a replacement offer that I can't actually use, along with OBC I can't use. Does that help you understand at all?

[CineGraphic]

6 minutes ago, ghostshark said:

You bring it up often.

2 or 3 times is often? So be it.

 

7 minutes ago, ghostshark said:

they cancelled my trip, gave it to somebody else,

 

And you keep saying that they cancelled your cruise and gave it to someone else, which isn't really the case at all, but that's your take on it. Vive La Difference!

 

As unhappy as you are, this is as good as it gets in the cruise biz these days.

 

If your TA is worth their weight in salt, they will see that you are accommodated.

It is possible to sail not as a rockstar and still have a good time, and get a bit of a refund too. You won't be limited to the current list of available cruises as more become available on the 11th.

 

 

[ghostshark]

19 minutes ago, CineGraphic said:

And you keep saying that they cancelled your cruise and gave it to someone else, which isn't really the case at all, but that's your take on it.

They took my boat, which works, and gave it to a group set to sail on a different boat, which does not work. How is that different than I describe?

21 minutes ago, CineGraphic said:

 

As unhappy as you are, this is as good as it gets in the cruise biz these days.

If customers are just supposed to shrug off getting screwed, "as good as it gets" is always going to be bad.

28 minutes ago, CineGraphic said:

If your TA is worth their weight in salt, they will see that you are accommodated.

I didn't use a TA, so that's irrelevant.

29 minutes ago, CineGraphic said:

It is possible to sail not as a rockstar and still have a good time, and get a bit of a refund too. 

Sure, except the terms of the rebook *require* that I "sail like a rockstar".

32 minutes ago, CineGraphic said:

You won't be limited to the current list of available cruises as more become available on the 11th.

Care to place a wager on >=8 day voyages roundtrip out of Miami being released on the 11th?

[David8965]

Ghostshark I think I'm probably in a similar position to you. I was booked on two of the 8 day Eastern Caribbean Valiant sailings and both cancelled of course. Both were booked as part of large groups. There are simply no reasonably equivalent sailings during the time we have all co-ordinated time off. The 7 day San Juan itineraries which are now on Valiant are a pain to get to from the UK and also have far too many port days and not enough sea days. Being able to rebook for another date is great if you have lots of flexibility but useless for large groups co-ordinating time off work and having booked longhaul flights from Europe. So we're pretty screwed sadly and very disappointed. VV's conduct has been disgraceful - they must have known months ago these cruises wouldn't be happening but took the money and now we're expected to just smile and laugh it off and likely forced to take a poor alternative. As for the offer of more onboard credit - if two of us could even find a way to spend $1800 onboard a 5 or 7 day cruise with all food and soft drinks included already then I'd be worried about having an alcohol or gambling problem!

 

It's a real shame because I love the VV product but their management is clearly shambolic and don't give two hoots.

Edited September 8, 2023 by David8965

[jroe4567]

My b2b was cancelled and I’m no longer able to access my account. So frustrating!

[ghostshark]

3 minutes ago, jroe4567 said:

My b2b was cancelled and I’m no longer able to access my account. So frustrating!

Well, this is apparently "as good as it gets in the cruise biz these days."

[Splatt2010]

Mine was a b2b that cancelled. Wondering if this is the common cause of the 'Aww dang..' lost account.

[ghostshark]

Just now, Splatt2010 said:

Mine was a b2b that cancelled. Wondering if this is the common cause of the 'Aww dang..' lost account.

It doesn't have to be a b2b; my single 8-day trip was cancelled, and my account no longer works either. Presumably, everyone kicked off of VL now has a non-working account.

[David8965]

5 minutes ago, ghostshark said:

It doesn't have to be a b2b; my single 8-day trip was cancelled, and my account no longer works either. Presumably, everyone kicked off of VL now has a non-working account.

Yes my cancelled cruises weren 't back to backs. I also still have a sailing on Valiant in November which I can't now access as my account is totally screwed.

[Russiamomm]

I can access my account.  The cancelled cruise is gone, obviously, but my “Lasting Glow” is still there.  We submitted the form to rebook.  I don’t see any reference to that on the website.  I’d really love to know the status of that request as we’re trying to rebook for an earlier sailing,  I guess we have to be patient.

 

[CanadianCruiser21]

3 hours ago, AlyssaJames said:

This was admittedly before the current rebooking tsunami, but earlier this week I was able to get a 10% discount retroactively applied to an upcoming sailing (10% for being in the VV sailing club), and the refund showed up in my account this morning. So just a few days. I know it will likely be longer in the current scenario, just trying to give some context and reassurance to those who are going refund-only.
 

How did you get the sailing club discount applied retroactively? I thought it was for new bookings. 

[AlyssaJames]

1 hour ago, CanadianCruiser21 said:

How did you get the sailing club discount applied retroactively? I thought it was for new bookings. 

It was a booking I had made just a few days earlier and didn’t know the 10% deal was active. I was also outside the pay in full date so I’m sure that helped. 
 

I didn’t mean retroactive for a cruise I’d already taken, sorry for any confusion.

[BethesdaSC]

3 hours ago, Russiamomm said:

I can access my account.  The cancelled cruise is gone, obviously, but my “Lasting Glow” is still there.  We submitted the form to rebook.  I don’t see any reference to that on the website.  I’d really love to know the status of that request as we’re trying to rebook for an earlier sailing,  I guess we have to be patient.

 

I’m hesitant to use the form for an alternative sailing as I don’t want to be locked in at the moment. Guess I’ll just wait till Monday and hope they have all agents working. 🤞

[Russiamomm]

6 minutes ago, BethesdaSC said:

I’m hesitant to use the form for an alternative sailing as I don’t want to be locked in at the moment. Guess I’ll just wait till Monday and hope they have all agents working. 🤞

I hear you,  We’re in a unique situation in the sense that we knew exactly which sailing we wanted.  We had a casino booking and really wanted to go for the New Years cruise, but they wouldn’t let us do that, so we booked the January 13 sailing.  This is a chance to get on that cruise and we jumped on it.  Anxiously awaiting the verdict.  😂

 

I feel for everyone who got screwed on this, but for us it could work out very well.  If we don’t get on that sailing it’s back to the drawing board.

[CruisingWalter]

15 hours ago, ghostshark said:

Care to place a wager on >=8 day voyages roundtrip out of Miami being released on the 11th?

 

The sailings are already available to view for those who were affected. Go to that Offer Form and go down to the dropdown list where it says "select your voyage" or something like that. All of the voyages into 2025 are there. I've been helping folks who reach out to me figure all that out and it is there. No full itinerary but the dates and lengths are there for you to peruse. 

 

An 8 day sailing out of Miami already exists and has for 2 years. Eastern Caribbean Antilles, we're sailing that itinerary on November 18. Puerto Plata, San Juan, St. Croix, Bimini Beach Club with 3 sea days. 

 

As for 'being screwed' yes it sucks your cruise was cancelled. But there is no other cruise line that has come close to this kind of an offer for a cancellation. We've been cruising nearly 20 years and typically you get a refund and maybe 125% future cruise credit. That's it. The opportunity to take any sailing, any length plus the onboard credit is amazing. But if you can't find anything at all, then take the refund and find another sailing later. At the end of the day, Virgin Voyages offered the best solution to a terrible situation. You're welcome to complain about this all you want, but know that if this had happened to you on any other cruise line, your offer would not have been close to what you're getting here. 

[CruisingWalter]

17 hours ago, David8965 said:

Hi all,

 

I did have 3 VV sailings booked until they cancelled 2 of them yesterday. I've since been totally unable to access my VV online account. Anyone else finding the same? Obviously this means I'm also unable to access the booking that hasn't been cancelled.

 

Most likely the system was overwhelmed with folks trying to access their accounts. My guess is this will work itself out. 

[ghostshark]

1 hour ago, CruisingWalter said:

 

Most likely the system was overwhelmed with folks trying to access their accounts. My guess is this will work itself out. 

As far as I know, the problem is limited only to those who had a cancelled VL cruise. That doesn't sound like a load issue, more like a bug with how VV cancelled the cruises.

[crusinthrough]

On 9/8/2023 at 9:53 AM, David8965 said:

Hi all,

 

I did have 3 VV sailings booked until they cancelled 2 of them yesterday. I've since been totally unable to access my VV online account. Anyone else finding the same? Obviously this means I'm also unable to access the booking that hasn't been cancelled.

 

For months I have had this issue on a non cancelled sailing in Nov.  I called VV and was told it's fine on their end.  I should be able to see my booking.  Honestly, I gave up and use the app for the sailing.  The only inconvenience was having to call to make final payment.  Hopefully, this isn't the same problem for you.  

 

On 9/8/2023 at 11:36 AM, ghostshark said:

For those of us trying to rebook a RS cabin, their "offer" isn't very helpful because I can't find any cruises of a comparable or greater length with my cabin available. And more OBC on a cruise where I already have a bar tab and more OBC than I can use doesn't help either.

I don't understand posts about not being able to find an available room in the same category.  New sailings will not be released until Monday.  You are looking at current inventory.  Since sailings will be wide open, there is a RS available on a comparable cruise or greater length in 2024 and 2025.  You may not need to adjust your dates.  I suppose you can decline the OBC if you don't want it.  Personally, I would use it as free money in the casino.  

[Splatt2010]

Anyone back into their accounts? I'm still Aww dang'd out.

[CanadianCruiser21]

I finally got in after a week of getting Aw Dang.

I think it takes a few days after they process your changes, at least that was the case for me. Stressful week not being 100% sure if my sailings were booked though.