I am just writing to offer your company feedback on our recent trip to Italy. Unfortunately, we were forced to return back to our home in Florida due to the impending hurricane. We needed to prep our home, care for our pets and a senior member of our household. I informed your office by email on September 7th hoping for some level of consideration. I was not asking for a refund as I understand you cannot control natural disasters. However, I am disappointed to learn that as of September 13th I have not received a single response from your company. We are long time repeat customers that have spent thousands of dollars with Virgin/Gate 1. Other companies I have long standing relationships with such as Delta Airlines and American Express have both reached out with concern and assistance. We picked your company because we thought it was a company that offered a bit more personal service. I would not expect some standard corporate answer referencing a lack of trip insurance. However, I have not even received that response. Is this what I can expect from your company if I book another trip? There was no problem collecting the $11K we paid well in advance. Very disappointing.
The trip was booked through Virgin Vacations but all of our documents and badges list Gate 1. The Virgin website also list the Gate 1 location in PA. So far nobody from either company has responded. I tried to offer this feedback on your website but the links are broken. read more