Horrendous Customer experience

Hi

I would like to escalate my case as i am mortified by the horrendous service i am receiving from Virgin and i have not even cruised yet!!!

1. On the 8th of August i sent an email request to Virgin notifying you that it's my husband's 40th and my requesting support on how i can make the cruise extra special!! - I never received a response during August!!

2. I then logged onto Facebook to request support, the person apologised and i got feedback to say birthday request has been noted on the reservation.

3. I responded on Facebook informing them i want to know what else can be done to make this extra special and guess what the person HAS NOT responded to date.

4. I tried calling for support and i waited on the call for more then 50mins and i requested a callback. To date, NO ONE has called!

5. Exasperated, i saw the Splash of romance package and i wanted to add this t o our reservation. I went onto chat as i tried booking online it was not going through. After being 25th in cue, i finally chatted to Jeremy and he informed me that its sold out. i requested in line of my request and my intention to make this extra special why wasnt i informed when i personally emailed virgin, please see emails and screenshots below. Further to this, there was no in-app notification. Jeremy informed me that he escalated the matter and someone would call me to see if my request could be accommodated.

I am not from USA and I am not a first-time cruiser! The hours and days i have spent online for assistance from Virgin is ridiculous and we haven't even cruised yet. This is our first cruise with Virgin however it's leaving much to be desired if their incompetent staff are anything to go by!