A customer experience about Villa Plus

Status: Approved

#CustomerService #Fraud #FinancialLoss  Furious Anxious Disgusted 

Kindly shared by K. Houghton

What happened

We were due to fly to Majorca on 23rd May but our flights were cancelled, the FCO advised against all non-essential travel and Spain was not accepting any tourists. I tried many times to call and email villa plus with no response. On their social media and their voice mail message they stated I would get a full refund but the day before I was due to fly (22nd May) they changed their minds and said (via social media) I wouldn’t be getting a refund as I had a ‘villa only’ booking. Tried to call and email with no response. On 4th June (12 days after my departure date) they sent a generic email saying they were sorry we couldn’t get to our villa and we weren’t entitled to a refund. They suggested I cancel the holiday and go through my travel insurance. If I have no travel insurance they will issue me with a voucher. I have emailed back saying this is unacceptable and I want my money back. Nearly a week later (10th June) I still haven’t had a response from them.

What I wish had happened

I wish they would have honoured their original statement of offering cash refunds and not change their minds the day before I was due to fly

Where this happened

Other - Via email and social media

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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33% Financial Loss
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Furious

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Sad

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24% Customer Service
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Furious

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Disgusted

Anxious

Annoyed

Sad

21% Communication
Feelings:

Furious

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Disappointed

Annoyed

Anxious

Sad

9% Fraud
Feelings:

Furious

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Annoyed

Anxious

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Sad

Offended

3% Rudeness
Feelings:

Furious

Frustrated

Disgusted

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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

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Annoyed

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Disgusted

1% Inconvenienced
Feelings:

Furious

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Disappointed

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Disgusted

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Miffed

1% Discrimination
Feelings:

Furious

Anxious

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Miffed

Disappointed

1% Returns
Feelings:

Furious

Disappointed

Disgusted

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1% Delay
Feelings:

Disappointed

Furious

Anxious

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0% Embarrassment
Feelings:

Anxious

Disappointed

Let down

0% Injury
Feelings:

Let down

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Furious

Leisure Customers

Most talked about by Leisure customers

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Low

How this makes Leisure customers feel

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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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