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Cancelled Holiday<br />

Dear Liz,
I wonder if you could help solve this problem. Back in March, due to ill health I had to cancel my flight with Virgin Atlantic to Delhi. I did this by phone on March 14 th and was told I would recieve confirmation. I have received a refund of the taxes.
I have submitted an insurance claim for the flight and holiday booked with a small firm in Rajasthan. I have phoned several times, emailed and written a letter to Virgin asking for a cancellation invoice as required by Drakefiield Insurance on behalf of the AA. When I phone I am told the document will be sent. My emails receive no more than a standard generated message and my letter has not had any response. Consequently I am totally frustrated and now very angry with Virgin for their dire customer relations and ignoring what surely is the simplest request. The tour company in India sent a response by post which I received within 9 days!
So without Virgin's help the insurance company will not procede. This is even more frustrating as I would like to rebook the flight for next year - but with Virgin?
What can I do ?
Your help and advice would be appreciated
John Whitby

Dear John,

 

this is exactly what you say it is - a case or poor customer service. You will probably get the necessary document eventually but you have to keep pestering them. Resilience - and polite persistence - is the key. 

 

I wonder whether you have booking/cancellation/claim references you could let me have and I will attempt to help speed things up. 

 

All the best, LizB. 

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