A customer experience about Villa Plus

Status: Approved

#FinancialLoss #CustomerService #Communication  Furious Anxious Let down 

Kindly shared by F. Hopes

What happened

After being unable to travel due to Cornonavirus travel restrictions, Villa Plus started giving refunds. However from mid May, they changed their policy and said they would not give any refund to villa-only customers (we were due to travel 23rd May). They have since changed their terms and conditions yet again and say they will now offer a voucher because the villa “was available” and will not give refunds. We were due to travel 2 weeks ago and still had absolutely no contact at all. Can’t get hold of anyone. I believe we are entitled to a refund- no one was available to travel and they didn’t provide us with access details to the “available” villa. Since they could not fulfil their end of the contact, we are entitled to a full refund.

What I wish had happened

That we had heard from Villa Plus either before or since our date of travel to let us know what we are entitled to. To respond to contact. To not change their Ts&Cs and act against government guidance that travel firms must offer refunds as an option.

Where this happened

On the Internet

Villa Plus Customers

Most talked about by Villa Plus customers

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How this makes Villa Plus customers feel

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Low
33% Financial Loss
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Sad

Miffed

Surprised

Offended

24% Customer Service
Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Anxious

Annoyed

Sad

21% Communication
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Sad

9% Fraud
Feelings:

Furious

Frustrated

Disgusted

Let down

Annoyed

Anxious

Disappointed

Sad

Offended

3% Rudeness
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Sad

Annoyed

Offended

3% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Anxious

Sad

Annoyed

Disappointed

2% Quality of product
Feelings:

Frustrated

Let down

Furious

Disappointed

Annoyed

Disgusted

2% Delivery
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Inconvenienced
Feelings:

Furious

Frustrated

Disappointed

Let down

Disgusted

Anxious

Annoyed

Miffed

1% Discrimination
Feelings:

Furious

Anxious

Annoyed

Frustrated

Let down

Miffed

Disappointed

1% Returns
Feelings:

Furious

Disappointed

Disgusted

Frustrated

Let down

1% Delay
Feelings:

Disappointed

Furious

Anxious

Frustrated

0% Embarrassment
Feelings:

Anxious

Disappointed

Let down

0% Injury
Feelings:

Let down

Frustrated

Furious

Leisure Customers

Most talked about by Leisure customers

High
Low

How this makes Leisure customers feel

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Low
33% Financial Loss
Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

Unsatisfied

Miffed

Surprised

24% Customer Service
Feelings:

Furious

Frustrated

Let down

Disappointed

Disgusted

Annoyed

Anxious

Sad

Offended

Unsatisfied

20% Communication
Feelings:

Furious

Frustrated

Let down

Disgusted

Disappointed

Annoyed

Anxious

Sad

Offended

9% Fraud
Feelings:

Furious

Frustrated

Disgusted

Let down

Disappointed

Annoyed

Anxious

Offended

Sad

4% Rudeness
Feelings:

Furious

Frustrated

Annoyed

Disgusted

Disappointed

Let down

Sad

Offended

Anxious

2% Other
Feelings:

Furious

Disgusted

Frustrated

Let down

Annoyed

Anxious

Disappointed

Sad

2% Inconvenienced
Feelings:

Furious

Frustrated

Annoyed

Disappointed

Let down

Disgusted

Anxious

Miffed

2% Quality of product
Feelings:

Furious

Frustrated

Let down

Annoyed

Disgusted

Disappointed

1% Delivery
Feelings:

Furious

Frustrated

Annoyed

Let down

Disgusted

1% Discrimination
Feelings:

Furious

Annoyed

Anxious

Frustrated

Miffed

Disappointed

Let down

1% Returns
Feelings:

Furious

Let down

Disappointed

Disgusted

Frustrated

1% Delay
Feelings:

Furious

Disappointed

Frustrated

Anxious

Let down

Disgusted

0% Embarrassment
Feelings:

Anxious

Disappointed

Let down

0% Injury
Feelings:

Let down

Frustrated

Furious

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