Virgin Atlantic Reviews 511

Loved the flight food everything etc, but on way back flight got cancelled. Did not get any sort of communication. No call or anything until i tryed to check in but that was all still fine. I had to pay additional to rebook my next ticket and was told i can get it all refunded as flight was cancelled. When it came to the refund i been told its terrorism act etc damn bullshit. I wasted so much money on rebooking flight being told i will get refund and now after waiting for months i been told they cant give me a single penny back. Everyone i reccommended this flight to i will be telling not to ever book with them ever again. Shittest policy and service ever.

What a disappointment
Never again

Flight ok but meal in Premium Economy ran out and we were offered another snack that we had a few hours before. Flying club app is hopeless, doesn’t recognise my booking reference, ticket number or flying club number so will not add loyalty points.
My first experience with Virgin and will probably be my last. Back to BA for me

Some genius got my last name wrong in the booking and there seems to be no way of sorting it out through the phone or online. Customer support is inexistent.

I am trying to book a flight with Singapore Airlines using Virgin points - they actually are making this impossible as I cannot get through on phone number after 5 attempts and waiting for up to 20 minutes - just music and no information on position in queue etc. So saying you can use the points on partner airlines seems utterly useless because you can't get through! In this day and age PLEASE make it simpler than this.

I've used VA for years and their customer service has always been poor, but now it is truly awful. i shave spent 2 days repeatedly trying to log into my account to purchase flights but the log in page says I need to enter a verification code that never gets sent. To try and contact someone about this you have to search the internet for contact info as there is nothing to help you on their website. The customer service staff are robotic, insensitive and uncaring. It took multiple calls and over an hour of being on hold to get through to someone. They took a couple of details, said to hold and they would check my account and come back. 20 minutes later with no response from the customer 'I dont care' person I gave up.

Well where should i start. Quite probably by a considerable distance the worst long haul operator I have ever flown with. Recetly flew to Delhi and back from LHR and had a dire experience

1 Upgraded to economy delight which gives you a pathetic 3 inches of leg room space, premium boarding and absolutely no other benefits whatsoever

2 On complaining I was dismissed by disinterested staff until I asked to see the cabin manager who said he would be back and take me for a drink in the premium cabin - he never returned.

3 On teh return flight we had a snack at 5am and a drink and then no further drinks for 6h. Staff absent

4 Plane was dirty, uncomfortable and cramped

Overall materially worse than Ryanair in every respect - avoid

We booked to fly with Virgin via Netflights and had a good experience.

My review is mainly for their Special Assistance procedure - as it was seamless and helped our holiday go smoothly. Emma Cook the Special Assistance Team listened to our requests and put everything in place for our disabled son and we appreciate it.

Everything was put in place and our flight went well.

I'd highly recommend flying Virgin and will use again.

Never have I dealt with such an inefficient company administration wise.
They have taken an unauthorised charge for a flight and not made the booking.
Waiting time on the phone over an hour, staff gave me 3 completely different answers and quite frankly didn't care.
Flights are fine but Customer service the worst ever.

Zero customer service
In brief failed to take off on time for a flight from JFK to Manchester, meaning we got caught in the predicted storm. Then spent 7 hours on the tarmac before the flight was cancelled. During this time we received one small cup of water, a small mixer drink and small packet of snacks.
Back in the airport no information given as to when replacement flight would be, and no help finding accommodation etc, and no refreshments, it was now 2am. We finally got home 48 hours later.
Virgin are now refusing to compensate blaming the weather. However the storm delay was less then 2 hours. We should have taken off before it, and had ample time after it cleared before the captain ran out of hours.

WARNING PEOPLE DON'T TRAVEL WITH VA…

WARNING PEOPLE DON'T TRAVEL WITH VA airline as it will rip you off as it did to me & my dad, they are a scammers and gold diggers as they took 4k off me when booking tickets and the issues we had faced in flight services was not adaptable & acceptable whether its from seats to food to even compensating back VA is no1 thief so watch out and don't listen to any crap as they will threat you and ban you etc.... nugets.

We have been waiting for 2 hours to do check-in which hasn't moved since and we're told that now they will priotlritise other flight. I have asked virgin stuff if we can check in any quicker given 2 hours wait she said you are early go outside and wait there and come back in 2 hours. Well we will miss the flight if we do that. She was so rude. Checking speed is 1 person every 30 minutes. Avoid.

Top Class Experience!

My tickets were booked with a 3rd party agent. From check in, through to priority boarding, everything flowed seamlessly. This was a special trip for my son's 26th birthday, I had never travelled premium before and the experience was nothing short of first class. Everything was timed perfectly and It was a fabulous experience from start to finish on both trips. I want to thank all the crew for making our trip to the USA such a pleasurable & memorable one. Also a really nice touch was when the lead steward gave me a bottle of bubbly as he learnt it was my son's birthday whilst on the trip. It was such a lovely & kind gesture!

I will most certainly be flying with Virgin again!

Keep up the great work!!

Refund provided, however, being in the queue for my call to be answered for an hour is really a testament to my patience and perseverance and not a reflection of Virgin Atlantic providing acceptable customer service ! Virgin you can and must do better, with modern call handling systems you can call a customer back, tell them what position they are in the queue and how long the wait time is, none of which are provided by you.

Here is a quote from the conversation I am currently having "I totally understand. Economy Light tickets are quite restrictive, hence their non-refundable nature and the USD199 change fee. I'd love to help but the rates for new bookings via the website aren't accessible for existing bookings."

Basically they want me to pay $338 to change a flight, when booking a new one would only cost $402. They wont waive the extra charge despite me having already paid more than $450 for my original flight.

I’m writing this with some disappointment after an otherwise positive expectation from Virgin Atlantic. Unfortunately, my experience with their telephone customer service has been far from satisfactory. I was provided with incorrect information both over the phone and via email, which led to significant inconvenience and travel-related stress.

I raised a formal complaint on 31st August 2024, but after four weeks, I still haven’t received any response. While I understand that delays can happen, the lack of communication has been frustrating, especially given the reputation Virgin Atlantic holds. I hope they will take steps to address this and improve their customer service, as I would like to believe they value their customers’ concerns.

I wish I had taken time to read the reviews before I booked three separate trips with Virgin Atlantic. I booked with them because we had both flown with them years ago and loved it. In 20 years this company has gone from superb to disgraceful.
I booked and paid for the front two seats in the Premium Economy class on all three trips. I booked 5, 8 and 9 months in advance so these seats were readily available.
We booked this class because we had upgraded on a BA flight to their equivalent last year and loved the extra space and comfort. No more Economy class for us!
I checked prices and Virgin seemed the best. Well it seems like you get what you pay for. Virgin’s Premier Economy seating is barely better than Economy. The seats are small, there’s hardly extra room on the between seats console. The lap table is uncomfortable. As we are both large this table rammed up against our stomachs. This wasn’t the case on the BA flight.

The foot rest is a joke. On BA the foot rest descends and gives a comfortable position. Virgin’s is more like stirrups with pedals, it doesn’t descend so it’s of no use whatsoever.

If we had been given the seats I booked I would have been totally unaware of the foot rest issue.

We boarded our flight to Boston to discover passengers sitting in our booked seats. The explanation given was that because the aircraft had been replaced our seat numbers shifted. No one bothered to let me know. Devious I think!

The same thing happened on our return flight. I checked with the check in desk and was told that the two front seats were broken so no one would be sitting there. Well that was a blatant lie. Passengers were sitting in the front row. We had to sit behind them and the seat in front of me was reclined asap for the entire overnight flight. I was trapped.

I have now cancelled our two other trips and rebooked one with BA. We get Premium Economy out to New York and Business with a flat bed home overnight. All for half the cost of Virgin. They don’t offer Business just Upper which is a thinly disguised Business - seems no different to me but they bang on it’s so good and they charge for it! Their upgrade system is a lottery. You can bid but won’t know if you are successful until two days before the flight. Too late to do anything about it.

Virgin have gone from a caring, honest and fun company to a deceitful, uncaring, money grabbing company that lies to its customers.

I lost £1500 on my cancellations!
WE WILL NEVER FLY WITH VIRGIN ATLANTIC AGAIN.

Came to our rescue when BA cancelled our flight on the day of travel. This is how you run an airline. Great service from check in until departure. Cabin crew were the best. Looked after us throughout our journey.

Booked our holiday ( flights, hotel & car). I got all the paper through. There was a small mistake in the time of car pick up ( I mean I like Orlando airport, but don't want to spend the first 7 hours of my holiday there!)
Called and spoke to a fabulous lady called Cheryl, who was everything customer service should be - friendly, chatty, super helpful and sorted it immediately. Well done! Please teach BA!

Had to cancel a flight the person who dealt with it was lovely and tried to help get some of my money back. Best airline I have worked with when there is a problem. Took over 30mins to talk to someone and all the paperwork was a nightmare to try get money back.