I purchased two Virgin Experience balloon flight vouchers for my husband’s birthday about two years ago. We booked more than eight times but they were all cancelled due to bad weather. I tried on several occasions to contact Virgin to get a refund.
Every time it has been a frustrating experience. First I was told I could not get a refund until I had my flights cancelled at least seven times. The best it could offer was either an extension of the voucher term or an exchange. I have been more than patient.
When I managed to force them to take responsibility they took my contact details and promised to get back to me. I am still waiting. I feel Virgin does not care about refunding its customers for failure to perform its contractual obligations. AR, London
Virgin Experience features with depressing regularity in this column. All too often customers are left high and dry and put in the situation of trying to find an acceptable alternative or a refund. Commonly they are bought as gifts, which rather takes the joy out of it.
Virgin Experience said: “Hot air ballooning is a weather dependent activity, something clearly explained in our terms and conditions and which we make clear to all of our customers at the point of purchase. All balloon flight vouchers are also clearly marked as non-refundable unless otherwise stated.”
It said that if, at any time, you had wished to exchange the voucher for another experience day you would have been able to, and added: “Virgin Balloon Flights would never risk flying when the weather makes it unsafe for us to do so, as passenger safety will always be our first priority. Some passengers are lucky and fly on their first or second attempt while others can experience multiple cancellations, as we simply can’t control the weather.
“However, even those who have waited a long time to fly tell us afterwards that it was worth the wait. We always extend any flight voucher after cancellations to ensure passengers have at least six months to book another flight, and will do this as many times as necessary until that passenger does get into the air.”
Virgin says it appreciates you have been unlucky with the weather when arranging flights over the past two years and so has issued a full refund.”
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