[UPDATED]Confusion Over Virgin Cancellation Policy
Update 3/7/20 11:08: Virgin have been telling customers that if they had the email offering a full refund, that will be honoured. The text on the website appears to have been slightly adjusted to take this into account.
We appreciate that rebooking your holiday may not work for you. If we've emailed you to tell you your holiday is no longer going ahead as planned and you want to request a full refund, please let us know by filling in the form below. Once you have registered there is nothing more you need to do, our teams will then process this based on the date you completed the form.
You can also use this form if your holiday is still going ahead as planned but you want to cancel your booking, please note you will be charged a cancellation fee equivalent to loss of deposit, plus any non-refundable costs discussed with you at time of booking.
After clicking through to the cancellation form, the website seems to be contracting the text in the email. The email says:
We’re pleased that holidays are going ahead as the world starts to reopen however with all these changes from Walt Disney World Resort we also appreciate this may not be the holiday you had hoped for.
For customers travelling before 1st November 2020 who have booked a Walt Disney World Resort package or tickets, we are giving you more options to rebook your holiday, place it on hold or cancel and receive a full refund.
However, when you click through to the cancellation form, it tells you:
We appreciate that rebooking your holiday may not work for you. If we’ve told you your holiday is no longer going ahead and you want to request a refund, please let us know by filling in the form below. If your holiday is planned to go ahead and you want to cancel your booking instead of rebooking, please note you will be charged a cancellation fee equivalent to loss of deposit, plus any non-refundable costs discussed with you at time of booking
It is most likely the case of them not yet updating the website with this new policy described in the email. However, seeing as it's almost impossible to get through to Virgin to confirm this, it is leaving customers a little confused on whether it's safe to go ahead and fill the form out.