Hi everyone,
I got 'married' in Cuba Varadero in Novemember 2015. I flew 17 of my close family and friends out with me to celebrate the occasion, all booking a 2 week stay in the same hotel (only 8 booked with virgin). Apart from the fact that we nearly missed out honeymoon due to Virgin failing to send the car that we had booked and paid for. I was aware that in the terms and conditions it stated that our marriage certificate may take up to 6 months to arrive and was to be directly posted to me in the UK as it needed to go from Varadero to the UK embassy in Havana to be verified.

I waited patiently, and as it approached the 6 month mark sent a few reminders. 6 months came and went - i sent daily emails to the dedicated wedding department asking where the certificate was. I explained that both my passport and driving license were due for renewal and i have 4 flights booked for August onwards in my married name and can currently not renew my passport.
I either did not get a response or if i did eventually it was to say ''we will look into this''.
After the 7 month mark, I followed Virgin's set complaints procedure and explained that no one was responding to my emails or telephone calls any more and i have absolutely no idea when my wedding certificate will arrive.
I had no response from this so escalated it to stage 2 - I was again making phone calls every other day to be told ''we are looking into this''.

To cut a VERY long story short. I have sent endless emails and sent a complaint - stage 3 to the MD office as per policy with STILL no answer.
I had to send over 10 emails simply stating 'my telephone call has not been returned' or my emails have not been responded to - all i was after was an update. We are now nearly into july and there is still no sign or any answer!

After the 10th email and 3 complaint letters i finally got a call back to explain that they do not know where my certificate is. I am left with the option of perhaps changing my name by deed poll? so that i can renew my passport at least.
However i asked the question ''was my marriage even registered with the UK embassy before the certificate was lost?'' - again they do not know the answer so another week has gone by with them trying to establish this.
If it was never registered - therefore it doesn't exist.

I spend every day either emailing or phoning them and i am no further than i was 8 months ago!
I was just wondering if anyone could offer any advice as to where i stand with this?? I do not feel listened to, it has not been resolved and the customer service i have received has been nothing short of a nightmare!
It has completely took the shine off what was a beautiful day and left me in the position whereby i dont even know if i am legally married?

Would i be entitled to any compensation? another wedding if it wasnt legal? I really dont know what to do as the only answer i ever receive is ''im looking into it''.

Any advice would be helpful!