Customers point to a wide range of activities and several standout days out, especially afternoon tea and steam-train trips. Many praise fast online ordering and instant voucher delivery. Common issues include vouchers that don’t work, limited availability, and late cancellations. Some named staff get credit for sorting problems, while others describe automated or absent support and an unexpected subscription add-on.
Examples from available reviews (Nov 2021 – Feb 2026).
Ordering was simple, delivery was instant, with lots of activity choices.
“It was really easy and simple to order and was delivered instantly.”
LeeAnn and Caryn were helpful and resolved the issue straight away.
“LeeAnn & Caryn on X, were incredibly helpful!”
Multiple booking failures and lack of support led to paying extra and refused refund.
“Virgin does not respond to any of mine or the pilots requests for assistance.”
An unwanted MemoryMakers+ subscription was automatically added and cannot be cancelled.
“automatically added MemoryMakers+ subscription”
Customers describe repeated booking failures, cancelled reservations, and trouble finding alternative dates. Several reviews name individual agents who stepped in quickly and fixed issues. Many complaints also mention refunds that never get resolved or no help when dates aren’t available.
Many buyers say they got the experience they expected for a fair price, and call specific outings good value. Others object to added charges and say booking direct would have cost less. Value complaints often tie to experiences that feel shorter or reduced compared with what was advertised.
Many reviews applaud a simple booking process, clear inclusions, and instant voucher delivery. Other customers report download errors, activation codes that fail, and payment problems that stop checkout. Frustration also shows up when booking takes too many steps or screens are hard to follow.
Comments on the activity or venue quality are fewer, but specific. Several guests describe excellent food and well-run days out. A smaller group report poor food and a rushed setup at venue-based experiences.
Many customers criticise slow replies, automated messages, or no response at all, with long waits to reach a person. A repeated complaint is an unrequested MemoryMakers+ subscription being added. Some users say issues were resolved through WhatsApp or by named staff who replied fast.
Feedback splits between highly rated, enjoyable experiences and low-rated trips blocked by booking problems. Positive reviews focus on smooth buying and good days out. Negative reviews focus on unusable vouchers, booking dead ends, and poor support or refunds.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · Reviews (1) · Quotes shortened · As of: February 2026
Afternoon tea was delicious with friendly staff and well organised.
“Delicious afternoon tea.”
The system was easy to use.
“Easy to use system”
Booking was cancelled last minute and refund process was problematic.
“OUR TICKETS HAVE JUST BEEN CANCELLED LESS THAN 2 WEEKS BEFORE OUR BOOKING”
Afternoon tea was not fresh, poorly presented and rushed.
“The afternoon tea wasn't fresh at all and so disappointing.”
Steam train afternoon was enjoyable with knowledgeable owner and lovely tea.
“We had a great afternoon on the steam train trip.”
Steak meal was undercooked and sides were overcooked, very poor quality.
“The meal was disgusting, undercooked steak, crucified chips and onion rings”
Availability was extremely limited and the company did not assist or refund.
“availability to book has been limited to either two days in each year”
Tickets bought through Virgin were poor seats and much pricier than box office.
“the only tickets you can actually purchase are right at the back of the upper circle”
Website links failed, support provided no resolution and refund was refused.
“none of the links on the website were working to make the booking.”
Multiple booking failures and lack of support led to paying extra and refused refund.
“Virgin does not respond to any of mine or the pilots requests for assistance.”
Voucher errors and poor communication left birthday gift unusable.
“The Birthday present I bought in January was worthless”
Activation codes failed and customer support was unreachable.
“It's a con do not buy tickets...”
Experience was overpriced with unexpected extras and short ride.
“less than 10 minutes and spent £300 never again!!”
Unable to book experience before voucher expired, wasted money.
“A total waste of money.”
Customer service unresponsive for 15 days; experience likely ruined.
“You are waiting for another team to respond.”
Much cheaper booking directly; Virgin's process was complicated.
“Would have been cheaper to book directly”
Company poorly organised with very poor customer service.
“very poor organisation and even worse customer services”
Repeated cancellations and poor communication left experience unresolved.
“6 years I’ve waited on the hot air balloon experience and everytime it was cancelled.”
Voucher payment system repeatedly rejected valid cards and support unhelpful.
“oops, please try again with a different card”
Voucher booking errors and poor service left child disappointed.
“my code for Anfield tour for 3 became non existent”
I was going to give this as a gift but I'm going to buy something else to replace it. This company is a joke - they don't even have the order in their system. They said it's on "advanced order" and will take three weeks from the date of purchase for delivery. That was three weeks ago and I have yet to receive anything from this company. I have tried to contact them several times with the same response. No new updates on how far my delivery has come.I had bought the gift for my mom who lives in another state and I never got to give it to her after the delay.I would not recommend this company.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Virgin Experience runs an online marketplace for gift experiences and activity vouchers. It lists options such as afternoon tea, steam-train trips, and special tours. Customers can buy digital or physical vouchers, then redeem codes for specific dates or venues. The company handles bookings, voucher activation, and customer support through its website and messaging channels.