Virgin Atlantic Opiniões 

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.

Tout avait bien commencé jusqu’à ce qu’ils perdent mes bagages en arrivant à orlando. On m’a dit à l’aéroport de ne pas m’inquiéter que nous seront de toute façon indemnisés mais ils ont omis de dire qu’il fallait garder les justificatifs.
Maintenant sans justificatif aucun dédommagement…
J’ai réussi à trouver un ticket mais qui n’était plus lisible mais rien à faire….
Non c’est non finalement toutes les dépenses sont pour ma pomme

Franchement grosse déception !!

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.

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