Virgin Atlantic Arvostelua 

Flew with Virgin in September - Heathrow to Seattle. Such a lovely experience - would have been happy for flight to be even longer: loved the privacy of the new pod, the seat was so easy to adjust, the food and drink were perfect, and the staff, especially Donna, were exceptional.

I recently used them as a part of my business trip from London to Delhi. Prices are fine, just around market average. Customer service is friendly, though not as trained as I expected.

Virgin Airlines website is absolute rubbish. Other airlines allows the lead passenger to update, choose seating, check in all passengers etc all in the same screen at the same time, add additional cabin bags. However Virgin does not, this website has given me major stress and anxiety. Even the App is rubbish. Tried using that after the frustration of their website. Added my partner first. Guess what will not even allow me to add my own info on my app! Other airlines are so easy, just a swipe left/right and the lead passenger has it all. How the hell do parents manage with any multiple/children's bookings? Considering the reputation Richard Branson has, you would think his tech would be top notch. I am extremely disappointed with my first experience of Virgin Atlantic, after using 9 different Air line websites and apps in my life time so far at age 56, this is a rock bottom system/experience for me and my partner. Richard, sort it out!

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!

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