Virgin help and advice

[ghost83]

I’ve booked a holiday with Virgin staying at animal kingdom lodge and flying premium economy, included park tickets with genie +

It’s all paid off before the feb 2023 due date

Here’s the problem when my wife was looking on my Disney experience and the Virgin stuff she couldn’t find the genie plus add on however it was on the booking confirmation

So I rung Virgin and was told that I hadn’t booked it and that they never even had the conversation with me about genie +

I told her she definitely did as she explained what the perks of it was!
I’ve since found out that Disney have changed the genie + policy to buy once there however they were honouring those that had already booked it which I had.

Virgin have denied all knowledge of this so the wife suggested I took screen shots of the booking (genie + costed quite abit more on top of the ticket)

Good job I did that as they’ve totally amended it and deleted it off the booking like it never existed yet they’ve still got my money a supervisor was meant to call me yesterday, never happened and not happened today, I escalated it on Twitter they said someone would call me and that hasn’t happened either!

Advice? What can I do? They’re denying all knowledge and got my money
And after speaking to Disney this is a Virgin issue not a Disney issue as they would have honoured it

[twing]

Have you asked for the call recording?

[shtu]

ghost83 said:

Advice? What can I do? They’re denying all knowledge and got my money

Keep shouting at them, there's clearly some problems regarding Genie+ being withdrawn.

https://www.tripadvisor.co.uk/ShowTopic-g34515-i19...