We booked a skydive via virgin experience days and the day before it got cancelled due to weather, unfortunately we had travelled over 6 hours for this for my partners birthday, I called as soon as the text had come through to confirm and when speaking to the staff member was told I can rebook or have it unredeemed back to virgin experience days and I would be refunded for my photo package i bought through them via a request in email, there was limited availability for the rest of the year for us to rebook so proceeded with the advice from the staff member to contact virgin experience days for the voucher to be unredeemed, this was not possible on there side it had to be done by goskydive, when I emailed this and the request for the refund of photo package I was refused. They would not take responsibility of the now evident lie told to me on the phone. After numerous back and forth they have now gone against there policy they were hiding behind to unredeem the voucher and said an investigation would take place, when I said this is an admission of poor service they then said it was only done in good faith (was not communicated like this) and they would still not refund the photo package however it can be redeemed, basically open ended holding of my money. I have since raised this dispute with my credit card provider and requested a copy of the phone call from goskydive WHO HAVE NOW STOPPED RESPONDING. You cannot tell customers one thing and then refuse them after. Accept responsibility for the mistake and act accordingly to maintain good customer service, this would have been a positive review otherwise and I would have considered rebooking but there has been a total lack of competence and care here
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