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Old 06-28-2018, 01:26 PM   #1
suzanne1972
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Unhappy Virgin/WDW have messed up my booking

I donít have a question but just wanted to vent to people who understand.

So back in February this year we booked our 2019 trip to universal and WDW
9 nights Royal Pacific Universal and 12 nights Animal Kingdom Lodge, Savannah View with Bunk Beds. It cost about £800+ extra for Savannah View with Bunk Beds.

After waiting for my booking to show up on MDE it did about 2 weeks ago, yay!
It confirms my dates, meal plan and POOL VIEW room

I called into the Virgin shop and asked about it and they said, oh itís ok, youíre paperwork says SAVBB so thatís what youíve got and didnít offer to call or email Disney for me. Later that same day I called Disney and as suspected they couldnít look into it as Iíd booked via a TA (was worth a try though).

I emailed Virgin as I wanted a record that Iíd noted the error (just in case I need that neat year!) but to date havenít had a reply!

I called Virgin Customer Services who said sheíd get someone the Disney team to email Disney and should be sorted within 72 hours.

72 hours came and went and no update from Virgin. I called Virgin again and got someone different who said no thatís not right etc. MDE should show SAVBB etc and has over the past 2 days has been looking into this for me but today she said Disney may not be able to honour the SAVBB after all

I donít know who is at fault, Virgin or Disney, someways I donít really care but Iím quite annoyed and upset.

Virgin say we would be able to choose alternative accommodation etc but I was looking today and there seems to be less availability and also the prices have gone up since February too (I still have my original notes/figures from then) but we want to stay at AKL with a savannah view and bunk beds!

Thanks for reading, youíve saved my DHs ears!!

Suzanne xx
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Old 06-28-2018, 01:42 PM   #2
lovewdw2
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This sucks! But from my point of view it seems to be Virgin's problem.

I too would be highly UPSET/MAD.... but I am also very surprised that the rooms for a trip in September 2019 is full already?

I would call Virgin and have them explain why from their end that Disney didn't except the reservation. Please keep us updated... as I would LOVE to hear Virgin's response....


You need some dust...
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Old 06-28-2018, 01:58 PM   #3
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I'd put it in writing to Virgin. It's a lot harder for a company to ignore a customer complaint when it comes in writing, rather than over the phone. Explain how important a savannah view room is to you and see what happens.

Where are you checking availability? Don't forget it will be different on every site - i.e. each travel agent will have a certain number of rooms etc. I'd also be surprised if availability is this low already for September 2019. It's not traditionally a busy time of the year and, given its hurricane season (and before anyone says it - yes I know hurricane season covers many months, it's just September is traditionally associated with them because of historical events ), I can't imagine Disney have had that much take-up already?

I hope you get it sorted.
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Old 06-28-2018, 01:59 PM   #4
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Definitely sending pixie dust your way for a resolution to the issue.
Very frustrating that you are not able to take care of it yourself, but have to rely on Virgin to get through to Disney.
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Old 06-29-2018, 10:07 AM   #5
suzanne1972
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Thank you for the pixies, I really appreciate it

I'm checking on WDW Travel Company site. Last night it gave me 7 options compared to 6 I was getting previously and also Attraction Tickets Direct which gives me 18 options but I'm sure Virgin will say they can't book via ATD

AKL Savannah View (non Bunk Bed though) is now an option so I don't understand the difficulty Virgin is having. This is sooo frustrating!!

We're off on holiday tomorrow, going to do a few theme parks down south, Gullivers, Legoland, Wizarding World of Harry Potter and Drayton Manor so I will try and put this to the back of my mind until I come back but if Virgin call me with an update I will let you know.
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Disneyland Paris approx 2004, Caribbean Beach April 2013, Polynesian May 2014, Old Key West October 2015, Wilderness Lodge Oct 2017, planning AKL Sept/Oct 2019 trip!
My Countdown Counting down to: 4 nights Universal then 14 nights at Wilderness Lodge (hopefully!!).
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Old 06-29-2018, 11:04 AM   #6
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Hoping you have a good holiday and that you can get Virgin straightened out. I agree that putting it in writing to Virgin might be a very good idea. Sending you and
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Old 06-29-2018, 11:34 AM   #7
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Have a great time! You're certainly packing in a lot this trip!
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