Virgin Atlantic Reviews 511

I missed my flight with the really unhelpful Norse Airline in Miami. I had no phone (it had been stolen) and no access to online banking. Not going to lie, I was a sobbing mess!

I visited the Virgin Atlantic desk in the airport and the lady - she was called Lianet - who helped me was *incredible*. I was desperate to fly that day as I was meant to be surprising my mum for her 60th birthday.

We went to pay for a ticket but unfortunately as my bank card had no numbers on it, I couldn't use it to make the payment. She tried calling head office in London, we tried buying a gift card in the airport, helped me contact friends at home etc. I was trying to get on the 6pm flight and she made me feel so reassured, said they'd help me through priority security if I needed to get to the plane quicker if we were short on time etc. (I don't know why my original airline couldn't have been this lovely!).

In the end, my friend had to buy my ticket online for a later flight with virgin for me but it wasn't for want of trying on the ladies part.

She needs a raise or a massive bonus, she spent hours trying to figure this out for me. It's because of her that despite there being other flights I could have asked my friend to book, I still chose to go with Virgin.

And later when I boarded the midnight flight, the main hostess was super lovely also when she saw how upset I was and offered a chat and just general kindness.

I would say the only downside is the plane felt a bit squishy and you can't sleep much because of how long food service takes, but that's economy for you I guess!

Thank you for your help in getting me home Lianet & Virgin :)

We were booked on a flight to New York with Virgin. Unfortunately I was diagnosed with Melanoma and need to have three separate surgeries. I sent the details to Virgin with a description and copies of the three hospital appointments. Really quickly Virgin came back giving us a full refund and expressing kind sentiments. This is a pretty stressful time obviously and Virgin's approach helped so much. Unlike easyJet who have been so difficult and have made things really stressful for us.

Without doubt when I recover we will book again with Virgin. Thanks for being so understanding.

Worst business class I have ever used. A330 seats are truly awful. A350 marginally better. Cramped with no storage. Zero on board service other than the minimum - i.e. no checks on drink top ups. App does not work. Pre ordered meal not available. As for the arrivals lounge at Heathrow to freshen up - ambience of a Wimpy. Certainly not worth the price - two extremely disappointing experiences.

Virgin Atlantic - LATAM Airlines no one home!
What is the point if giving out a phone number when nobody answers it, 0800 026 0728. I have rang this number many times and no answer, they just cut you off!

Why is Virgin Atlantic using this company. do not recommend them at all.

I used to love virgin but Atlantic is a bag of balls. Business class is a joke, they charge more than anyone else and you get less for your money than anyone else. Staff are great but honestly!!! The app is always broken, I mean, same issues as two years ago. Lost all faith in Virgin through Atlantic.

Customer Care– Reference VSCR-00622139

Flew LHR to SEA on 30/7/24. Special trip for my wife’s 50th birthday. Arrived at the airport and decided to upgrade to Upper Class and paid the extra as it was a special occasion. For three seats.

Arrived at the gate to be told that we should not have been sold one of the seats as it was not working electrically, but could be reclined manually by the crew. The staff member at the gate was embarrassed that we’d been sold the seat as Virgin was aware it was broken. It was too late to change back as the flight was boarding so we had to accept. We were told we’d get Flying club points as compensation.

On boarding the flight we were told by the crew that actually, the seat was stuck in the upright position and could not be moved manually. This was a 10 hour flight so we were very surprised and disappointed to be told again, that we should not have been sold the seat. They said we’d get more flying club points for this. I pointed out that as we fly very infrequently with Virgin points were not useful to us so a partial refund would be more appropriate. The point of upgrading was to enjoy the whole experience. The crew said I’d need to take this up with customer service who’d be in touch.

After a week they had not been in touch, so I contacted them. After four emails they still maintained they could only compensate in points as the flight was flown – even though we had no choice as the flight was boarding, so we had to take the seat.

We decided to try and upgrade with our new points on the return journey which is coming up on 20/8/24 LAX to LHR. To our surprise were told that we could not use any points to upgrade… but we could pay in cash to upgrade! So there are seats available, but we cannot use these points!

Issues we still have:
• We should not have been sold the seat in the first place, this feels rather underhand
• Why should I be compensated in points when I paid in cash – they failed to deliver what I paid for
• They keep repeating that they cannot refund for flights used – we had no choice but to accept the seat as we were only told while boarding that it was broken! Should I have stood by the plane door and refused to board?!
• The points are in fact useless to us as they won’t let us use them on our return journey (even though seats are available)
• They are happy to take money for an upgrade on our return journey but won’t let us use points, this feels rather underhand

The onboard experience from the crew was very good, but they were very embarrassed that we’d been sold a broken seat. However, Virgin Atlantic Customer Service has let us down, it's obviously cheaper for them to give us points that are hard to use, than the partial cash refund - I paid in cash!

If I could give 0 I would. What they consider “premium” is the bare minimum standard a human being should be transported in. Economy is how I imagine veal feel. Before being slaughtered. At least there journey is shorter. And less painful than a virgin Atlantic flight. I don’t know what’s happened. I don’t know why the standards have slipped so far. I have been a staunch customer for years as the service and the experience were the best around. I honestly think the crap I order from Amazon has a better journey than virgin customers. “Premium”?. Absolute joke. Mail yourself in a box. Be more comfortable and cheaper.

I’ve travelled with almost every airline in the world and virgin Atlantic has my heart. From the customer service to the seats and hospitality has been top notch.

I had a very bad day as I missed one of my flights from Heathrow to Dubai due to a glitch in the system and an oversight by a staff member at the Nyc airport.I had the good fortune of having Sam from the Heathrow Airport from virgin Atlantic who assisted me .This girl was angel sent from above and I hope she reads this . Her shift was over and all her colleagues left for the day. The other airlines I was traveling with offered zero help and Sam was in a tough spot as she didn’t know how to help me . She called her peers and colleagues and worked relentlessly to help me ( She didn’t have to ) she worked for about two hours over time just to help me and came up with a solution getting me on the next flight out.

Virgin Atlantic management if you’re reading this SAM at the Heathrow airport is a gem . She deserves the biggest raise there is . I couldn’t thank her enough . She treated me as a human being and not another number

Thank you SAM. God bless you

Booked 4 premium economy tickets over a year ago and later found out that one of our party has got cancer and was told by the doctor unfit to fly as could effect the cancer. Virgin decided to charge us £950 to cancel the flights. I find this absolutely disgusting and advise anyone booking to make sure your in good health or be forced to pay a huge cancellation fee! Would have been better off just not turning up!
Virgin Atlantic do better!

We had a connecting flight cancelled today from Leh to Delhi we had an onward flight with VA so tried to contact them both via the chat bot and helpline, both times we were put into a queuing system which timed out
We have been left no choice but to book another flight at considerable cost

If va are interested our flight reference is DCSH41

Shame this is the only way to reach out to VA

Customer Care Review for Josanna Rico at Virgin Atlantic

I recently had the pleasure of being assisted by Josanna at Virgin Atlantic customer service, and I am compelled to share my extraordinary experience. Josanna went above and beyond to address my request, showcasing a level of dedication and professionalism that is truly commendable.

From the moment we started our interaction, Josanna was attentive, empathetic, and thoroughly knowledgeable. She listened carefully to my concerns and assured me that she would handle everything efficiently. True to her word, she not only addressed my issues promptly but also ensured that the resolution was delivered well within the stipulated timelines.

Josanna’s exceptional customer care skills are a testament to her commitment to excellence. She kept me informed throughout the process, providing timely updates and ensuring that I felt supported every step of the way. Her proactive approach and attention to detail made a significant difference in my experience.

Thank you, Josanna, for your outstanding support and for turning a potentially stressful situation into a seamless and pleasant one. Virgin Atlantic is fortunate to have such a dedicated and talented individual on their team.

Virgin Atlantic is reasonably okay as an airline but getting through to customer service is a disaster.

Absolutely rubbish process to manage baggage and poor customer support

The worst airline ever.
Their customer service agent do not understand simple English. The hold time is 2-3 hours before you can speak with an agent who won’t understand simple English. They cancelled my flight and won’t process me a refund. I had to book very expensive flight at the last minute for an international travel, it was the worst mistake of my life.

Seat broken on a 9-hour flight from Tampa, and no electrics working, so the tray table didn’t work either. Looking at the other comments on Trustpilot, I’m not holding my breath for any decent compensation, but after spending thousands of pounds on flights for our family of four … this is the least they could do … overall a very disappointing service.

Absolute nightmare check-in process using the app. First they address you with your full name and then ask what's your name? Then they go through all of the questions they've asked previously during the booking process. Yes, my 'date of birth' hasn't changed since I booked. You need to do this for everyone on the booking. Then they ask for all of the information about where you're going to stay aboard and their contact information. After 20mins of typing and going through many screens the final screen says: "We're sorry there's an error". Back to square one...

They’re an amazing flight company. Flew from Manchester to Orlando, they literally served free drinks every 30 minutes the entire flight. Staff were super sweet and nice

Absolute rip off!!!

If I could give minus 5 I would!!

Booked one-way flights from Heathrow to Jamaica. Paid to choose seats with extra leg room (row 53) £75 per person family of four.

I then received an email asking if I’d like to upgrade to either economy delight - £250 per person, premium - £1,000 per person or upper class - around £3k per person.

I was offered a chance to bid in an auction where a barometer popped up advising of my chances of winning with a little arrow. It stated that if I should bid £80 per person then I had a good chance of winning, so I did. They advised I would not get a notification of whether I had been successful or not until 48 hours prior to flying (probably trying to fleeces people right until the last minute).

Sure enough 2 days before I received an email stating that I’d been successful and £320 automatically left my bank account!

That was £80 x 4 people to be clear.

When we boarded 2 days later we were shown to what looked like our originally booked seats (we walked right through premium delight).

When I realised I asked a member of the crew - Tyrese - if they’d made a mistake. He assured me they hadn’t and tried to convince me I was actually in economy delight! Yes really!! The seats are a different colour!

I asked to see a more senior member of staff as Tyrese clearly didn’t have a clue and the the manager came over - Rosie. Apologised and advised that they were full in economy delight? How?

So they’ve clearly sold the seats twice!

I said I wasn’t happy and that it was a ten hour flight. Could they put me in premium for making a mistake - NO!

We are full in premium and upper class she stated. It’s a full flight.

Don’t worry I will file a report and you’ll get a refund. Let me get take off out of the way and I will come to see you. I never saw Rosie again until the end of the flight when I demanded to see her

She advised that we would be “looked after” on the flight for the mix up.

In ten hours we were offered our first meal - which was hideous! An hour before landing, two drinks (when I asked I was told to “go to the back and get your own”

All staff were busy in premium and upper class they advised.

Never have I been in the company of a more rude cabin crew, ever! and I fly frequently.

Rosie
Tyrese
Maria
Fleur

Hang your heads in shame and find a new profession.

I was actually threatened over the tannoy by Maria - the Scottish lady who was assistant manager.

“Any passenger found abusing or disrespecting our staff will be removed by local authorities” this because I asked for my issue to be resolved as promised.

The worst flight ever.

Hoping for a full refund and I will never fly Virgin again.

Outdated plane, awful food - just generally tired - and that includes the staff!

Avoid!!!

I have just called virgin to request my money back after the canceled my flights to be met by the rudest person ever he would not transfer me as i said i would like my money back quicer than 3 weeks as i need to book with another company. No got a spare 4500 laying about. and told me to call back later and then proceeded to hang up on me after
waiting to get though 20mins If this is how you treat customs it disscusing

Our booked tickets from Heathrow to Shanghai for April '25 were cancelled yesterday because VA are closing the entire route. First, no thanks whatsoever to VA for accepting our booking less then 4 weeks ago. Second, how very galling that *we* have to take action to request a refund ... which will be with us within maybe 3 weeks (up to 7 days to process the request, then up to 14 days for the money to get back to us). Third, less significantly but no less annoyingly, an e-mail that includes "We know how disappointing this must be for you" -- not disappointing, infuriating. Prices have gone up in the meantime, and it took us *hours* to research and choose among flight options. We've used VA many times in the past, but .. well... never again. Ever.