We had a cruise booked with Princess, flying out with Virgin on the 14th March. This was cancelled on the 12th March due to Covid. It took months to get our money refunded, but we tried to be patient as we understood it was a very difficult situation. However, as we had booked our upgrades for the flights directly with Virgin, we had to apply to them directly for the refunds. We started the process on the 14th March via their automated text service as they requested (impossible to get through on the phone). This took us round in circles for a few months. Then I progressed to sending them e-mails in an attempt to forward the case. Each time I had to restate all my details, got several replies from different people. Threatened legal action and finally got the upgrade for the outward journey refunded after 4 months. We are still waiting for the refund for the inward journey after 6 months, and have applied to the credit card company to get it back now. Throughout, with one exception, Virgin have been extremely unhelpful. We had booked our flights with them for the first time due to their supposed excellent customer service. Never again!