Virgin Atlantic Opiniões 

Why bother with their Flying Club when it doesn't even recognise you took a flight. Premium seats LHR to MIA and MIA to LHR this month, no record that we were on the flights; no points awarded; even when I tried to claim them retrospectively. No help from their customer service or Virgin Red. I used to work for them and the system has still not improved.

We booked flights from LHR - Barbados initially departing 6th Nov. Due to my mother being re admitted to hospital, following surgery for cancer , the hospital suggested moving outbound flight to ensure proper care could be arranged for her discharge. I initially looked online and it gave the option to change just one of my flights . I was not in a good place mentally and felt I really needed help so decided to call & speak with advisor from the airline. I explained my situation and that I only needed to change the outbound flight . After a short time checking with a colleague the advisor came back on the line . She said this was possible but both flights would need to be cancelled?? I desperately needed the outbound changed so said ok go ahead . She then said yes we could go ahead but the seats we had in Economy were no longer available so the extra charge was £3289 ( seats now in premium, not economy as previously booked ) I was in a difficult situation, so paid the extra. I feel Virgin took advantage, financially, of awful circumstances. Had I have made this change online it clearly stated which flight do you wish to change ? For example I could of decided to fly to St Lucia for a few days , got an internal flight back to Barbados, then continued on with inbound flight ??? But when I called up they cancelled both inbound & outbound- meaning my inbound seats then were no longer available & I was forced into the next seating band at an additional £3k ?
To add insult to injury the inbound premium seats ( 18A & C) were in line with kitchen galley area ( it was a night flight ) & the cabin crew laughed & chatted loudly in that area throughout the flight , meaning we got no sleep at all .
The seats in no way offered the premium experience you would expect, especially for £3k +
I have obviously complained to Virgin Atlantic and was today called by the exec team . I was offered 8000 points ( which equates to £143 .00 ) -
I was told this is how it works they cancel both flights , if this is the case why does it give you the option online to select just one flight to change , it doesn’t make sense .

I have not accepted this offer as quite frankly it’s just an insult. I was told as I was talking to the EXECUTIVE TEAM I cannot complain any higher and that was the only compensation they would offer .

I feel from the initial way my change of flight was dealt with, to seats allocated and today’s resolution, that Virgin Atlantic actually don’t really care about their customers ( we have flown with them now 4 times to Barbados & once to Las Vegas ) , in recent times.

First time flying with virgin. They all were very helpful, from checking in to flying. Flight was very good. Pilots done an awesome job. Safety was first for everyone. Good job guys .

I travelled with Virgin Atlantic flight from lagos Nigeria on the 18th of August to London, i checked my normal luggage in and I was asked if I'll like to check in my hand luggage and I said yes. The counter attendant also asked if I have valuables in my hand luggage and I said yes.
She checked it in and gave it to another guy to take it in, ideally it was supposed to go through the conveyor belt, but the guy rolled it towards another guy and I saw him pointing to my hand luggage. Immediately I got to London i opened my hand luggage, first thing I noticed was that all my bank cards were scattered, those cards were in my wallet, to cut my long story short, they took my white Gold necklace, yellow Gold necklace, my rings,and my pendants worth 12 million Naira.
I'll advise you guys flying with Virgin Atlantic to be very very careful with what you're checking in from lagos Nigeria 🇳🇬. My name is Adeyinka Shoberu.

Left late - Flight ok - circled x3 before landing. Waited 1 hr 15 mns for bags to be delivered which really let the service down.

Terrible service with group of 8 travellers includes 1 child and a elderly lady with heart issues as well as other health conditions.

Virgin are smart by keeping delay just shy of 3hrs to avoid compensation of any sort!

No display of why the delay In the airport until we boarded eventually to be advised the tyre was in dire need of changing. Not acceptable. We had a 3hr halt so why wasn't this done in that period and keep us waiting unnecessarily and they decided to do last minute to delay us further! Absolutely appalling service.
We have used virgin more than ample times to travel to the Indian peninsula.

We found the Arab countries there is no customer service be it virgin or saudia.

Avoid virgin if stopping in Saudi. The staff are all Arab and stuck up and rude, this reflects directly on virgin yes!

Upon complaining the response was a waste of space!

I want to share my experience with an airline that I decided to try out due to their social media claiming to be one of the best.

On upgrading to upper class on a flight from London to New York, my seat was broken and didn't work, my entertainment system couldn't be used due to a broken headphone socket and the power socket also didn't work.

I always judge a company on how they handle issues with their customer care. Virgin have been shocking. Despite the crew raising an engineer report, the customer care team tried to issue me 20,000 points to close the case and won't listen.

Having raised a new complaint under the Consumer rights 2015 act, I am still waiting for resolution of a refund.

Wish I had stayed with BA. Even if they have issues there customer care team take issues seriously. Poor show and very disappointing.

Booking error on their part and zero customer service to fix it. They got my last name wrong and offer no phone or online solution. It's impossible to get help. Avoid unless you're confident they won't make a mistake.

Flew with Virgin 4 times now never had an issue lovely cabin crew lovely planes lovely interior lovely food & drink i recommend so much . I flew to london heathrow on the 1st november 2025 from new york jfk and the cabin crew were lovely, i love this airline

Just home from JFK New York. Great staff in Premium Economy. The pilot, Jason very amusing, certainly the best pilot I have flown with!
Thank you to all the staff today.

Booked a fully refundable ticket with Virgin and checked the option to reduce the amount payable with airmiles.
I cancelled the trip and was eventually refunded without the airmiles.
I called to ask when the miles would be returned and they advised that the miles are non-refundable when that was not clear at all! Very deceptive, beware if booking with miles.

Booked and paid for premium seats from London Heathrow to Las Vegas thinking I’d get a more comfortable experience- how wrong I was - we might as well have been in economy - paid a small fortune for cramp seats with no legroom and no where to put feet - had a walk around the plane and people in economy and economy extra legroom were lying on 3 seats to themselves wrapped in blankets having a sleep like upper class - also concentrated fruit juices (yuck) I’ve got better stuff at home and I wish I’d stayed there huge thumbs down 👎

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.