Virgin Holidays airport transfer loophole

Ok, so I thought it was all booked and our honeymoon lay in wait for a fantastic 12 nights in the sun. But a new spanner seems to have been thrown into the works with regards to the transfers from the airport to the hotel.

As we had to book our hotel and flights separately, as instructed by the VH rep because they can't do a miles upgrade for the flights, we have been told to find our own way from the airport to the hotel (45min drive). Now this has left a very bad taste in the mouth seeing as the total cost was over £4000 and 83,000 air miles. The transfers would have been included as standard if we booked the whole package with VH and I've just read Jason's post saying he managed it over the phone with VH. This is great for him and I'm pleased they can do this, but I've obviously been told duff info and not for the first time.

I've tried to get an answer from the VH rep I booked the hotel with explaining there could be a situation where VS UC passengers are stood at the airport having to make their own way to the hotel they booked with VH! I could understand it if we're flying with another airline. I feel that I'm getting nowhere fast and the honeymoon is less than 2wks away. My wife hit the nail on the head with a comment this morning, "Sir Richard Branson needs to come down from space and sort out some of the problems at ground level".

I know it's a bit of a long post, but I wanted to get as much info out there so that if anyone has had this problem before then they could advise me on who to contact. Obviously the VH rep in question will be bypassed when I take this back to VH for what I hope is a positive outcome.

Thanks in advance,

AC

I think the problem is that you have now effectively booked an Accommodation Only booking with VH which doesn't include transfers (I have done this in the past off my own back so wasn't expecting transfers.)

Got to be worth a call to VH though.......good luck!

You have effectively booked through two separate companies. Neither of which includes a transfer.

Where are you going, someone on here may be able to recommend a transfer perhaps.

We always use private transfers and have nearly always booked them direct. So much nicer to get in your limo/car as soon as you breeze through the doors to outside and travel without other noisy smelly pax.

Reading Jason's post in the other thread, he says he was told it's very much at VH's discretion whether they'll let you use VS miles to upgrade, based on location & price. So you may not have been given duff information, it may be they decided you didn't qualify.

As you've only booked a hotel with VH, I very much doubt they'll give you free transfers and VS certainly won't unless you've bought a flexible UC ticket.

This will not be an answer you are hoping for but I have to agree with all the others.
From your own post it says you have only booked a hotel via VH and not a complete package so transfers would be at your own cost and arrangement. Whether you were told this by a VH rep or not at the moment is a little irrelevant.
My only thoughts would be to make a call to VH, ask to speak to a supervisor and explain, in your sweetest, nicest way that you asked for something, were told it could not be done.
You have now found out via other means that this can in fact happen and you would like to re-visit your booking to see if VH can be of any help at all in making your dream honeymoon come true.......with transfers.
I have always found that attacking in the nicest way possible will normally get much better results.
Good luck.

Does the hotel not provide any transfers as we have done the same flight and hotel all with Virgin separately and the hotel provides transfers.

Update

Well, I took all your advice and contacted VH directly on the phone. I spoke to a lady who initially explained all the rules and regs involved. So I expected a thanks but no thanks after hearing that. I told her that this was an individual case and surely a little sympothy and common sense could be applied. The lady put me on hold obviously to speak to her supervisor, as I hoped she would because I hate saying things like 'can I speak to your supervisor please'!

When she returned I was happy to hear her chirpy voice tell me that as a good will gesture and appreciation for our unique circumstances, VH will add the transfers to the hotel reservation

That is me done with everything now. I've managed to sort the flights out separate to the hotel booking and now we have the transfers as well. When you hear about others being able to access areas when you are stone walled, it says to me that there is still a large gap in knowledge held by the first point of contact reps. But this problem seems to be long standing in this forum regarding flying club advise when calling the VS staff or speaking to VH reps.

So the next time you'll probably hear from me is a nice long TR after the honeymoon. Cheers again for all the good info you guys n gals offer here.

AC

Well that's very decent of VH to do that. I'm pleased it worked out for you.

Glad to hear that things worked out for you, too

jason

Glad to hear it AC, good luck with the wedding!!!

[honey lamb]

Excellent news. Enjoy the wedding and have a lovely honeymoon