If you are getting nowhere with customer services that will be because they are toeing the party line-they won't have the authority to do anything.
I would write a personal letter sent recorded delivery to richard branson outlining the situation and throwing yourself on his humanity.I would copy it to the owner of Charter Travel they would hve to be a hard bu**ers not to help.

Good luck to your neighbours and their family.

Name and address-Sandra Colbourne (owner) Charter Travel,
74 Hambridge Road
Newbury
Berkshire
RG14 5TA