We booked our package holiday to Orlando with Virgin, staying at the Disney All Stars Movies resort. The same holiday two years previously had been excellent. This time it was terrible. The flight to Orlando was awful, my husband, who is disabled asked for a small cushion, that all the other seats seemed to have. The stewardess went to get one, then we did not see her again until the flight was nearly over.

When the meals were brought round we did not get a choice either time. My husband's walking stick had been put in a secure place for take off, as soon as the seat belt sign went off, we asked for it back, so that he could get to the lavatory. After asking several cabin crew he got it nearly an hour later.

When we got to the hotel to check in we were told we still owed nearly fourteen hundred dollars. We could not check-in until this had been cleared up or a CC imprint was taken. Against my better judgement we allowed the imprint to be taken. Then we discovered we had not been given the room we had requested fifteen months previously. Next day at the welcome meeting, the Rep had none of the maps we were told we could get. The following day we visited our first Disney Park.

We could not get in because of the trouble we had at check-in the passes to the parks had not been added to our room keys.One week later we discovered the Flex Feature we were entitled to had also not been added, and I had to return to the hotel to try and sort it out, leaving my husband sitting in Planet Hollywood as we had already ordered our food.

Then on the return flight home, my husband was trod on by a steward, who did apologise, although he managed to make it sound as though it was my husband's fault. Then two stewardess's collided and my husband had a hot drink spilt on him, no aoplogy there though. Then when the duty free came around it started off on the right hand side of the plane, but never quite made it as far as our seats on the left. When we realised, we called a stewardess and enquired about it, we were told it had been closed and the person dealing with it was on her two hour break.

When we finally managed to buy some nearly three hours later, we were made to feel in no uncertain terms what she thought of us. Since our return home I have written to customer services twice, and have received no acknowledgement from anyone.

The first letter was sent 26th September, and the second by recorded delivery on October 8th. I have travelled with Virgin many times in the past, and have had no complaints,but this was a holiday from hell.


Link to other Virgin Holiday complaints: Link1

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