Virgin Atlantic Omdömen 510

Cost for comfort is unparalleled. Had the opportunity to upgrade coming home but didnt bother as legroom was ample. Meals adequate, service 5 star. BTW my son uses a wheelchair and they were great assisting.

Our flight back from Johannesburg to London Heathrow got cancelled on a day, and we are now rebooked with Emirates.
Firstly, we now have a layover in Dubai, arriving 8 hours later, and I have to extend my airport parking for this time.
Secondly, I purchased additional baggage last night, which never got booked with Emirates as well, so now I have to pay an additional USD 400 over and above the £65 I have already paid.
Thirdly, our Virgin flight allowed for a carry on plus a laptop backpack and Emirates allows for only one carryon, no backpack so will now have to pay for 4 backpacks as well which will mean who knows how much more.
All I get from Virgin is sorry, please claim back and we will consider your claims.
Unbelievable

I flew premium economy from London to San Francisco and unfortunately, my inflight screen didn’t work for the entire journey. The cabin crew member who dealt with it was not particularly apologetic. I understand that technical issues can happen, but on a long-haul flight there should be compensation or an alternative solution — for example, providing an iPad with films downloaded.
Instead, I was told I could move to an economy seat if I wanted to watch something. Having paid a considerably higher fare for a premium service, this was not an acceptable option. At the end of the journey, I was only offered an £80 voucher for a future flight, which feels inadequate given the circumstances.
Overall, the experience left me disappointed. The service fell well short of what I expected, and I would not recommend this airline based on the lack of customer care provided.

Intercontinental flight for 4 people canceled 11 days from departure, without offering any alternative. Never again with Virgin!!!

Worst experience ever. Left my mother without her luggage. 76 year old diabled woman. Then tried to fog it off on the connecting flight company. Then wouldn't organise for it to be reunited with her. My mother had to do a 3 hour round trip a week later to collect her luggage at her expense. No recourse for virgin Atlantic. Will not be using them again. Booked them because they're supposed to be a superior company and at my mothers age I paid extra for a reputable company.
I won't be making that mistake again. No compensation. No remorse other than hollow and empty words.
Worse still on her way home her flight was cancelled and she would have missed her flight to the uk. It was only after shouting and screaming she managed to get a flight which would allow her enough time for the connection. We were not informed of this cancellation at any point.
This is abhorrent and disgusting behaviour from an airline you should trust. I wouldn't recommend sending an elderly person to india with them as they are fraught with issues and will not take accountability for problems they have caused and then try and pass it on to the last leg of the journey which they know is not them.

Subject: Feedback on Recent Flights – Service Experience

Dear Virgin Atlantic Customer Relations,

I recently flew with Virgin Atlantic on the following routes:

London Heathrow (LHR) to Miami (MIA)

New York (JFK) to London Heathrow (LHR)

While I usually associate Virgin Atlantic with high service standards, I was left quite disappointed by my recent experience.

On both journeys, I felt uncomfortable and almost embarrassed when requesting a second unit of whiskey. The manner in which the request was handled gave me the impression that I was asking for something unreasonable, despite this being a standard part of in-flight service. As a paying customer, this made me feel more like a burden than a valued passenger.

I understand the need for responsible service of alcohol on board, but the way it was communicated and managed did not align with the premium experience that Virgin Atlantic is known for. This experience was inconsistent with the hospitality and customer care I expected.

I am sharing this feedback in the hope that it is taken constructively, and that future service emphasizes both professionalism and passenger comfort without making guests feel unwelcome when they make reasonable requests.

I would appreciate if my feedback could be passed on to the relevant team.

Thanks,
RG

My disabled elderly parents, my aunt and I were scheduled to fly on Air Canada to Toronto on Saturday 16th August to see my Sister who was at the end stage of her life with her battle with cancer. We were told she had only 1-2 weeks left, so we wanted to go asap. Then Air Canada had a strike and my Mum was very upset, she really wanted to go. The only flights we could get due to this Air Canada strike (cos they don't pay their staff properly) were going from LHR to YYZ on Virgin on Friday 15th August, we only got the tickets at 11am and had to get to their airport for 3pm. The only tickets available were on business class and coming back via NYC in economy. The cost per ticket was £5.5k. We decided my Mum and I would go, due to the extortionate costs, and someone had to be able to take care of Mum, that was me. This is a massive outlay for us - ripped into our savings for this!

Going there was fine, esp. from the airport drop off in business class and going through business class security with a wheelchair and to the Virgin lounge. When boarding the plane, the staff were super helpful to my Mum, helping her get onto the plane and taking her to her seat.

For an elderly person, business class seats are terrible, they are so low, there is nothing for her to grab to pull herself up, to get to the toilet, I had to go help her up each time and take her to the toilet. And for me being 6'3'' the business class seats were terrible, so low and I could not stretch my legs comfortably onto the foot rest, as the my legs over shot the foot rest and the only place to put my feet were on these two hard plastic lips coming out the top the footrest and my legs were too long. All that money for stupidly designed seats.

Staff were over attentive and very hospitable in business class.

Coming back was a nightmare to begin with. At YYZ we had to get a Virgin partner airline, Delta, to JFK NYC. Four times the Delta staff were told my Mother cannot walk any stairs, she needs to be taken onto the plane. I told them twice, it was indicated on our reservation at the time of booking and also the Toronto airport assistance team told them twice. We only had an hour and 5 mins when we landed in JFK NYC to make the connecting 10pm Virgin flight on Tuesday 19th August to LHR.

Delta did not bring a ramp for my Mother to get on the plane, she was forced to wait on the tarmac, in a wheelchair in RAIN!!!! Delta finally brought their rickety old ramp that looked like it was about to collapse the moment you touched it right at the end and took my Mother up to the plane, she then had to made to feel embarrassed as she got onto the plane and I helped her to her seat - which was right at the back of the plane - where the toilet did not work - so she could not use the toilet for the whole flight!

We managed to make the connecting Virgin flight to LHR with 10 mins to spare before boarding. This time they were sensible to take all the disabled passenger and board them first. Now here's the difference between paying money for business class and going economy. When trying to get onto the plane in economy, my mother struggled to get onto the plane - there was nothing for her to grip - I was carrying her and my hand luggage in one hand and had our passports and boarding cards in the other hand, so I could only offer my elbow for her to hold. Now in business class, two cabin crew helped her onto the plane and one went and got her seat all ready with cushions. In economy, the Virgin cabin crew just stood there and watched while my elderly disabled mother struggled, to get onto the plane. I guess money buys human empathy and decency at Virgin not in economy. They were too scared getting their bright red uniforms crumpled and their hard gel nails cracked I assume!

The airbus A350 Virgin uses has this vent grill on the ceiling above the aisle seats on the window side of the plane. Water drips on the passenger in the aisle seats on the window side of the plane. I should know as I sat in seat 49C and routinely had water dripping on me - what a silly design in the plane - esp. since the whole flight is just freezing cold!

The entertainment system is also not very intuitive for elderly disabled people. Virgin go on about all this DEI crap and inclusivity and whatever new genders society invents these days to make feel included - clearly they are happy to EXCLUDE a decent human flying experience for elderly disabled passengers!

But hey, they have attractive staff in highly visible uniforms and a great marketing budget which makes everyone forget issues like I have raised!

We were a family of three and purchased three Premium seats. Unfortunately, when booking, it was not possible to select seats together, so we ended up with seats 26A, 26C, and 26D.

Once onboard, just before departure, we noticed that seats 26E and 26F were free. We asked the cabin crew if we could be reseated so that we could sit together as a family. We were told to wait until the doors were closed in case those seats were taken. However, despite there being at least eight empty seats in Premium, a passenger from Economy was upgraded and placed directly next to me.

This meant that my wife, son, and I were unable to sit together, even though we had paid for three Premium seats and there were empty seats available. To make matters worse, the passenger who was upgraded refused to swap, leaving us separated for the entire flight.

We had been excited to fly with Virgin Atlantic, but this experience left us feeling very poorly treated. We paid a Premium fare and reasonably expected to enjoy a family seating arrangement, which is particularly important when traveling with children.

I had flights booked and my flight was cancelled by virgin and moved to an alternative day which did not work for me , I had pre-booked seats on my flight and requested a refund for this and I have had no response at all weeks later. As has another family member who also booked with us !!! Not even a response to emails!!!

I had an experience of unprofessional behavior and great rudeness at the Virgin Atlantic Lounge in LAX. I hold a Mastercard card that guarantees access to the lounge until 13:30. I did not choose this airline, but under the existing agreement I had every right to enter.

Despite this, I was rudely thrown out by an employee named Trinity, while I was trying to explain that I was fully within the allowed terms. Instead of clarifying the situation, she behaved in a rude manner, making me feel completely embarrassed and disrespected in front of other passengers.

This attitude was unjustified and absolutely unprofessional, especially from a company that claims to put customer care at the center.

This is the worst airline ever I cannot express how terrible this airline and their support is!!! Compared to emirates for example this is night and day absolutely shocking. It took me 2 hours on a call to change a simple date of my flight, then they charged me twice by accident and refused to accept that I was charged twice despite me showing my bank statement with evidence. They then cancelled my flight all together “by accident”honestly horrible experience

Had an OUTSTANDING experience with a Virgin Atlantic customer service representative and wanted to be sure to give them praise…

LUKE EVANS in the Customer Service call center is an absolute gem. Professional, thorough and incredibly kind.

Standout customer service unlike I’ve ever experienced. Thank You Luke!

Checked in at Heathrow Airport asked to speak to your manager called Diane it’s extremely unhelpful very cold very uncaring with a child asked if we could sit side-by-side to be told no you have to take an aisle. Ask a question 15 years I fly it I thought was gonna be the same it wasn’t. After 1.9 reviews I can see why it’s changed a shock

I recently had the absolute pleasure of flying with Virgin Atlantic on the VS007 flight from London Heathrow to Los Angeles on the 14th of July 2025, and I felt compelled to share just how exceptional the experience was—from start to finish.

From the moment I arrived at the airport, I was met with warmth and professionalism. Rachel at the desk greeted me with such kindness and efficiency—it truly set the tone for the journey ahead. At check-in, Mollie and Seabus were equally wonderful, making the process seamless and stress-free, with a genuine sense of care and attentiveness that is so rare these days.

A special thank you must go to Reece from Customer Service, who I spoke with on the 13th of July. Reece went above and beyond to assist me with an upgrade at a great rate. He was not only incredibly helpful but also patient, understanding, and kind—he turned what could have been a complicated process into a delightful one.

Onboard, the experience was nothing short of stellar. James Cooper, who manages Upper Class, was outstanding—his professionalism and calm leadership were evident throughout the flight and it was a joy to chat to him about his life with his husband. The cabin crew, including Annie, Anya, Samuel, Lisa and Candie, created a truly luxurious and welcoming atmosphere. They were incredibly attentive, warm, and supportive, ensuring I was comfortable and well looked after every step of the way.

Flying with Virgin Atlantic is always a treat, but this journey was genuinely special thanks to the extraordinary people behind the scenes and in the sky. Every team member I encountered went the extra mile, and their kindness, care, and professionalism made all the difference.

Thank you, Virgin Atlantic, for setting the gold standard in customer experience. I’m already looking forward to my next flight.

Warmest regards,
Lois N

Dreadful flight experience. Main issue was the lack of leg room in Economy seats. I paid a premium price compared to other carriers because I didn't research it properly (using this site, for instance). The seats were so tightly packed that in my center seat, it was impossible to access my bag beneath the seat without either laying my body on my neighbor's legs or asking them to get up. Also, the seats are narrow, and if there is a large person next to you, as there was in my case, your body and their body will be in constant contact for the duration of the flight, an unwelcome intimacy. There was little service on the flight. There were no lavatories at the rear of the plane. One lavatory forward of my seat was fully out of service, and the other had no running water. I assume the toilet flushed, but there was a bowl of individual packages of hand sanitizers in the sink! Also, in the name of sustainability, meals were served with cardboard utensils, that quickly bend, making them useless. I had to eat with my fingers. It was the most uncomfortable flight experience of my life.

Booked a holiday to Antigua with Virgin, first time not flying with TUI in 15 years. Flight times were changed 7 times between booking and holiday then outbound flight cancelled all together. Was asked if we could go a day earlier and Virgin would cover hotel costs. Flight out was actually on time, food was ok but not premium quality we had paid for. Only 1 drink service on 9 hour flight and miserable staff. Coming back 1 hour delay in Barbados?? Absolutely inedible food served for evening meal, again only 1 drink service but was looking forward to breakfast before landing as was starving. Was told they ran out of English breakfast when being served and decided to wait till home for eating, only for them to serve 2 English breakfasts to the couple in front of me. Absolutely livid. Over priced, shambles of a company. If I hadn't already booked another holiday with them in November it would have been my first and last flight with this terrible company. Will stick to TUI in the future as never had a bad experience with them

Complaint regarding lastminute.com & Virgin Atlantic

Dear management at lastminute.com @alessandropetazzi & Virgin Atlantic

I urge you to please act on this issue swiftly as we’ve now lost 6 flights due to poor service! What extremely frustrating and disappointing service by both these companies. We booked flights for my parents to come visit us and to meet our newborn son, and it has been a nightmare from the minute we were meant to make any flight changes on lastminute.com Not one of these companies willing to take responsibility for their mistake made on their behalf…and no one was ever informed about changes not approved or done.

We’ve lost over £3000 due to this issue, sat on calls with Virgin Atlantic for over 4 hours, was assisted with changes, paid admin fees and the night before their flight, we are informed by coincidence by both lastminute.com and Virgin Atlantic that there are no flights that were rebooked even though we received confirmation emails, check in emails and flight cancellation emails from Virgin Atlantic

With lastminute.com to date, we have just been met with poor service, no accountability, no sympathy, no help for flights where a request to change was made 24hrs before my parents flight. I have been met with an attitude of unwillingness to change the flights and constantly redirected to deal with Virgin Atlantic
We only found out the night before by chance, that the flight that was meant to leave for Heathrow with Virgin Atlantic was cancelled due to operational issues as received via my email. No communication about this in the days leading up to the flight. Virgin Atlantic confirmed that they communicated to lastminute.com to contact me but have received no email or phone call.

lastminute.com Virgin Atlantic it’s time to take responsibility for this big mess and ensure that my parents are still able to spend time with us very soon.

While trying to book a flight, I saw a decent deal from virgin on google flights. I followed the link to their website, but unfortunately due to an error in Virgin's website or their API which they provided to google, it switched out origin and destination cities. I unfortunately didn't notice this right away (within 24 hours), because when I checked the receipt, the cities and days were correct. I mean who would expect a website to switching your origin and destination cities? Not only did this cost us hundreds to change, but the error on their website switched out ticked from refundable (as listed on google) to a non-refundable ticket with somehow even fewer protections. These protections were the sole reason I even purchased a ticket through virgin's site rather than somewhere else cheaper. I contacted customer service and was informed I was SOL despite being able to show and reproduce the glitch. "it's your fault for not noticing earlier" I was told, and my choices were pay hundreds more, or lose literally the entire cost of the tickets. I will NEVER be flying with virgin ever again and would advise everyone else to do the same.

Booked 3 fully refundable Virgin Atlantic flex return tickets from London to Boston. I cancelled all three of them 10 days before my flight date. As per Virgin Atlantic's regulations, I was entitled to 100% refund within 14 working days. One of the tickets was indeed fully refunded. The other 2 tickets were not refunded. I live chated with Virgin Atlantic one month ago and they told me the following : "What happened is that you requested a refund very shortly after requesting a change. As our ticketing team hadn't processed your new ticket until the 5th of May, our refunds team had to cancel the requests on these as the tickets had changed. It's all cleared up now, but it could still take a further 14 working days, even though I've requested that this be processed on priority." It's now 1st of July, 2 months after cancelling those 2 flexible tickets and I still haven't received any refund. Latest update: finally after 2.5 months from the date of cancellation and a couple of telephone calls, live chats, escalations after escalations, I have now received a full refund for the last 2 remaining tickets. That has been a full time job for me and a real torture. Never again will I ever trust my money and valuable time with Virgin Atlantic......

Flew to Las Vegas with son.
Paid £160 pound extra for seat allocation to ensure we were sat together on 10 hour flight as this was a celebration for his 21st and finishing his degree.
Night before flight we were moved 10 rows apart without being contacted or an explanation.
Took an hour on the phone to rectify the issue, but we're sat in awful seats.
Email sent to customer services and no reply...Awful.

On the return journey the app / my account not updated with ourselves and boarding pass..had to queue for over 30 mins at boarding gate to resolve issue.
Very stressful....Will go back to B A...