I purchased a first-class ticket from them but had to cancel my vacations. I requested a refund but to my surprised, they only partially refunded it. It was a small difference but I was short-changed nevertheless. My ticket was fully refundable and I never received a confirmation about the refund or why I was only partially refunded.
You should avoid flying with this airline at any cost. They have the worst Customer Service by phone. The reps are rude, clueless and not helpful. If you need to inquire about a refund, you will not be able to speak with anyone in their "Refunds Department" about it by phone. Their Customer Service dept cannot help you with that either. Your emails to their Refund Dept will be ignored. They will give you some BS about needing to contact their US Refunds department. They will try to covertly steal from you and hope you won't make a big fuss about it.
My advice to anyone who's had any billing issues is to take the matter directly with your bank. Contact them to dispute the charges. Tell them that the merchant has been uncooperative and cannot be reached, which is true. They will eventually reverse the charges and Virgin will be left with a chargeback (Take that!) plus the related fees. The charge was likely to have been made online or by phone and the burden of proof lies with Virgin. They have to prove you made the charge and the charges are valid. Banks will often side with you with this type of charges because it becomes the merchant's loss.
Overall, just avoid this airline like the plague. All the horror stories you hear are actually only a fraction and much worse than you think. They have absolutely the worst customer service from any airline.
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