A customer experience about Villa Plus

Status: Approved

#FinancialLoss #CustomerService #Communication  Furious Frustrated Disgusted 

Kindly shared by Anonymous

What happened

Booked villa only holiday in Portugal on May 2019 for travel May 2020. Due to Covid 19 flights were cancelled so unable to travel. Originally VillaPlus indicated that we would get a refund. Note: they did not contact customers individually we were left to check the coronavirus updates on their web site... where the information was constantly changing . Now they are saying that as it was not a package holiday and not covered by ATOL plus as Portugal was "open" at our holiday date we are not due a refund. Since there was no way to get here and to travel was contra FCO advice I fail to see why we should be penalised and not get a full refund. We were a loyal customer having booked with them may times. I am mindful of this being a difficult time but I am disgusted with their handling of this situation compared to some other companies.

What I wish had happened

They stuck with the original information provided and given us a full refund

Where this happened

On the Internet - www.villaplus.com

Villa Plus Customers

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How this makes Villa Plus customers feel

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33% Financial Loss
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24% Customer Service
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21% Communication
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9% Fraud
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Furious

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3% Rudeness
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Furious

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3% Other
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Furious

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2% Quality of product
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2% Delivery
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Furious

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1% Inconvenienced
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Furious

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1% Discrimination
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Furious

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1% Returns
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Furious

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1% Delay
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0% Embarrassment
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0% Injury
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Leisure Customers

Most talked about by Leisure customers

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How this makes Leisure customers feel

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33% Financial Loss
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Furious

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24% Customer Service
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Furious

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20% Communication
Feelings:

Furious

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9% Fraud
Feelings:

Furious

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Disappointed

Annoyed

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4% Rudeness
Feelings:

Furious

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Sad

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2% Other
Feelings:

Furious

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2% Inconvenienced
Feelings:

Furious

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Disgusted

Anxious

Miffed

2% Quality of product
Feelings:

Furious

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Annoyed

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1% Delivery
Feelings:

Furious

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1% Discrimination
Feelings:

Furious

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Miffed

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1% Returns
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Furious

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1% Delay
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Furious

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0% Embarrassment
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Anxious

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0% Injury
Feelings:

Let down

Frustrated

Furious

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