This is a weird one. Cancel by phone, get told an email is coming, then six plus hours of silence except for a survey. That already feels off. But the chatbot part is what really makes it strange. Being told support isn’t available, then pointing out the hours, then being told help is coming… and nothing happens.
It doesn’t sound malicious, just really sloppy and automated in a way that makes you doubt whether anything actually went through. When refunds are involved, that silence is stressful.
Virgin’s branding is all about being modern and smooth, so experiences like this stand out more when they miss. Hopefully the cancellation is properly logged and the email shows up, but yeah, I’d be uneasy too.
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