Virgin Atlantic Omdömen 510

Absolutely dreadful. Lost/delayed baggage outbound and homebound (Manchester to Atlanta). Totally non-existent customer service. We had to locate the lost bags ourselves and then spent 76 hours telling Virgin where they were, before we even got any acknowledgment - let alone the bag back! Repeatedly asked the same dumb questions to give information they already had. Completely useless. Would never use them again.

My mum upgraded to "Upper Class" at great expense for a 8/9 hr flight from Heathrow to Orlando.

The seat they sold her (1k) was broken and could not be altered to become a bed. (The food wasn't great either).

After explaining the seat problem to customer service, mum was offered some points to spend on another flight. I replied on mum's behalf to explain this it not an appropriate response after spending so much money and being so disappointed. They replied to say that they can only offer points and that the number (of points) is not related to the amount of money mum spent / the problem she had. I have now requested to speak the the service-rep's manager.

Meanwhile, mum will never spend another £ on Virgin.

Arrived back in Heathrow ( from vegas) to be told they did not load any bags on the plane (except 17 which coincidently included most of their staff!) made the announcement at the gate which was very underhanded as we could have made arrangements before arriving in UK. Their response, heres a £10 voucher for food outlets and we’ll text you before we deliver the bags, it was toiletries that were needed.

Terrible service.

Changed my flight, then told me I had to pay £60 to change it to one that better suited me even though they changed the original one?!?!

£60 doesn’t sound a lot but when it is 8 people it’s an awful lot! £480 for their mistakes.

Don’t respond to emails, ignore your messages and refuse to give a response at all

The service is good and crew are professional , caring and human
VS197 10 July 2024 from LHR

Took a recent transatlantic flight in ‘Upper Class’ with my family. I am giving the experience 2 stars – one for being on time, one for the pleasant flight crew; otherwise awful.

Broken bed that needed a steward to crank it out, and back again.

Very poor food

Very tacky ‘goody bag’

A fellow passenger was ill but did not make the wash room and sprayed vomit all over my wife’s hand bag, £180 for a deep-clean. Virgin do not carry insurance for damage by one passenger to another, so no compensation. Be aware that if a passenger attacks you or your laptop with say a broken vodka bottle, you’re on your own – no support, no insurance, your problem.
Sure, they threw a handful of airmiles at me, nothing I could not have earned on a couple of months Virgin Mastercard spend, but hey, times are tough, they even have to charge Upper Class passengers £5 for wi-fi……..

please get your website in order - it is just so bad that i am sure lot of people don't book flights because of the experience. I almost booked British airways as i dreaded using virgin atlantic website to book

Very Un impressed with Virgin not the company they used to be. I have a surprise holiday booked for my my and spoke to virgin the other week explaining my mums fear of flying and the guy I spoke to said he would move us to a window seat ( don’t ask me why a person who hates flying prefers to look out a window) any way due to the fact the holiday hadn’t been ticketed he couldn’t. So now it’s been paid for I call in a basically been told got to pay £90 each. Thank you virgin for being so understanding.

Customer service lied to me until I threaten to escalate my complaint, for something that I am legally entitled to.

What's up with VA these days. I have used them for years. My flight was cancelled and was was booked on a flght some 9 hours later to LAX - too late for me. Rebooked for the next day and yes you've guessed it, that flight was cancelled the evening before when I was in my hotel and I was booked on another flight 4 hours later - which was delayed by a further hour.
Came back from JFK to LHR via Denver using Delta. Unable to use any points as there was a Delta flight and that flight was booked via VA. Last time I looked Dekta owned 49% of VA.
Now listen up Virgin (fat chance) I fully appreciate you need a certain load factor to turn a profit but stop always blaming technical issues - it's a blatent lie and does nothing to encourage travellers to return. The earlier flight from JFK had been cancelled - another technical issue so those passengers had been bumped onto the flight I took.
You are not the VA that I knew and you've lost me as a customer. Your staff try their best to be cheerful and helpful but a fish rots from the head and we all know who that is!!!

Flight to/from New York
Despite the flight being significantly delayed (out of staff control), VA staff at Manchester airport were supportive and understanding.

Excellent service on both outbound and inbound flights.

Compensation claim for outbound delay has been handled promptly and easily - polite emails with easy to follow instructions and response.

Whilst it wasn't pleasant to experience a significant delay, we appreciated the support from VA staff

We had a comfortable flight to and from Antigua. Both crews were friendly and efficient. The food was better than expected. The only annoyance is having to pay to select a seat - no frills approach.

Booked flights to the wrong location (stupid mistake!) and got a complete refund within 3 days as they didn't fly to my desired destination. Fantastic customer service in a stressful situation. Only 4 stars as prices can be very expensive!

Fantastic app and website, brilliant airport experience, good baggage check in staff, lovely staff at the gate.
Captain and stewards were first class, great welcoming speech from the Captain on our outbound flight. Had all the passengers smiling and feeling safe. Kids packs were nice, food and movies were brilliant. The one time i did need to speak to customer service was a first class experience, Abbey Richards dealt with our enquiry fantastically. I would recommend Virgin Atlantic

I attempted to request halal meals numerous times through the website and app but received an error message every time. I contacted via twitter three times but received no reply. There was no email address or phone number which I could use to reach out and when going through the virtual assistant it sent me on a loop without giving me a way to contact an actual person. The help pages did not address my specific problem. There are no humans in the loop only bots and automated responses and error messages. When checking in at the airport I was told it was too late to get halal food. Very disappointed.

Cancelled our flight 10 hours before we should have flew from San Francisco to London Heathrow no explanation why just put us on a flight next night from la to London no thought of how we get to la from ssn Francisco extra night hotel and hotel when we land in England virgin need to pay

Thanks Luke on the online chat for sorting out my daughters meal request on our upcoming flight to Vegas.
Very friendly and helpful. Thank you

This review covers both outward and return flights.
The Upper Class ‘check-in,’ although difficult to locate, was excellent as was the business lounge (Clubhouse). The food selection and service were particularly good in the Clubhouse; but after that it was all downhill. The business class seat cubicle was small and cramped with very limited storage space for the ‘bits’ you need around you on a long-distance flight. The food menu was uninspiring and the actual offering poor. Service was haphazard and slow. The stewards appeared to ignore the service call buzzer/lights. Much disturbance was caused when the stewards allowed some clients to call up their children from economy to allow them to share their specially ordered food, blocking the aisle and making life difficult for flyers and stewards alike.
And then the return flight was delayed three times. As usual Virgin did not stick to the schedule and was late. Not too much of an issue for us, but for some American travellers, who would miss their Heathrow connection back to the US, were tearing their hair out and most particularly at the unhelpful customer service as they tried to re-arrange their onward travel from the Mumbai business lounge.

recently went on holiday to jamaica and on the flight back to the uk i was given a soft drink which i placed on the fold out table,unaware that the table was defective causing the soft drink to fall off the table and into my lap,soaking my groin and the seat,my wife told the flight attendent who just shrugged her shoulders and walked off,so i had to sit on a wet seat for 7 hours,no offer of moving me to another seat or something dry to sit on,i complained to virgin who have insulted me by offering me 10.000 miles which equates to around £50.
You wouldnt leave a baby/toddler in a wet nappy for 7 hours but its clearly ok to leave an adult sat on a wet seat for 7 hours,im shocked and disgusted,virgin atlantic clearly needs to do better.

Social justice activists assulted me with their trolly. Witheld food and drink, against their own written guidance for over 8 hours. Turned off my entertainment console.

For having a disagreement about a blanket, which all other airlines allow.

Never agian, Branson, you can go bankrupt for me.