we recently found ourselves having to return from a much needed holiday to St Lucia due to a family bereavement. we had saved all year for this holiday and unfortunately we only got one day as we had to return home as said due to a family bereavement (my mother) our holiday rep had said to us that most airlines wave any charges under these circumstances. he had managed to look at the seats and there were vacant seats on the plane from St Lucia to Gatwick, we then had to get a connecting flight from British airways to glasgow. They were aware of our circumstances and british airways took no charge at all and sat us at the very front of the plane away from anyone else. Virgin atlantic on the other hand charged us an extra £1000 and had my husband at the back of the plane and myself at the front not ideal under the circumstances. so therefore the hotel advised us to go to the airport and try to get the seats changed which we did, but again we had to pay to do this i have found this service to be extremely stressful given the circumstances we were under and not what you would expect from a company who claim to be very family orientated. i would like to say on the way out to St Lucia we did go for exit seats which cost £80 and this is what i went for on the way back but they cost £150 not sure why they would charge differently as we were sitting in exactly the same seats on the way back but at an extra cost of £70 and guess what no receipt was issued, very disappointed and not what i expected at all from virgin.
I am writing my review not really based on the holiday but on the advisor (Tony Harris) we had booked our holiday through holidays please and this was a trip of a lifetime for us to St Lucia. on arrival in St Lucia we received some very sad news to say we would need to return as my mother in law had passed away suddenly and due to the date 2nd January this was going to be very difficult as most people were on holiday at this time but Tony went out of his way to ensure we could return home as son as possible and kept us informed at all times of the day and night of where he was up to he really pulled out all the stops to help us i am not sure all travel agents would do this. the service we received was second to none and we really appreciated this. i think what probably let Tony down was that in most circumstances airlines wave any charge for returning under these kind of circumstances but Virgin airways would not wave the charge and we had to pay another £1000, which i think under the circumstances is quite disgusting as they probably are aware that people will pay whatever it takes t get back, not what you would expect from a business that claims to be family orientated, however Tony did whatever he could to get us back home i would highly recommend anyone to use his services he went above and beyond what i would expect. Thank you Tony.
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