Virgin Atlantic Arvostelua 

This airline has seriously deteriorated in my opinion it used to be good, but not any more!

Booked flight from Orlando to Manchester, and the airline decided to abandon the passengers at Heathrow airport (probably because there was a delay and it could have gone over three hours) so rather than refuel and land in Manchester we was all abandoned at Heathrow airport on January 9th 2025 and then the luggage was delayed to be taken of the plane by over three hours and to find there wasn’t enough no transport for all of us to get to Manchester airport so we had to sort our own way back? Which ended up being over 12 hours before we got to Manchester no food offered, no drinks offered, and the airline is not interested

Be aware !!!
Do not travel with virgin !.
Booked a flight wanted to change the name & they couldn’t do it
So I told them I wanna cancel the flight (after an hour waiting on the phone …!) they told Me I won’t get a refund
I’ve booked more then 200 flights in my life dealed with all airlines
Virgin is a scam. (In “one” word)

I had a great customer experience with booking my flights and had professional good advice during the process. I used Virgin now for over 20 years and just wanted to give a shout out. especially after experiencing British Airways recently.

I booked flights with Virgin nearly 3 weeks ago, and have made a payment of over £4k. There is the final part to sort out and was told I would be called within 3 days to resolve and pay the balance. More than 2 weeks later this has not happened. I have been trying to call every days since, but being told of over 3 hours waiting time to get through. The chat bot says the same, sorry we are busy, and then cuts off. At present my flight is not valid, and getting closer to the flying date. If I cannot speak to someone, I will not be able to fly, even though they have already been paid more than £4k. The service is a disgrace, and I really need to be able to speak to someone soon

I tried to book two economy seats for London to Fort Myers via New York (2 flights). The web site was difficult to navigate and to my surprise appeared to require me to pay for both transactions separately. However, having made the first payment it froze on the second. No way could I get it to take payment for the second transaction nor did it show whether these seats were going to be held for me. Worse, I did not receive a confirmation of my first payment although my credit card showed that the transaction had gone through. The 2 numbers I called to speak to someone about this did not help me. Both had recorded messages asking me to call another time with indicative waiting times of 60 and 90 minutes respectively. This is appalling service at any time. It's a Thursday afternoon. I'm not expecting great things on the flight now. Virgin clearly threaten you to book (and pay extra) for economy seats by emphasising that there is no guarantee a family will be seated together. They should at least have the decency to employ enough staff to handle problems when websites go wrong or employ better programmers to design their systems.

It's impossible to reach customer service.
The phonecall always disconnect after 29 minutes and 54 seconds.
All e-mail bounce back.
Chat is not available, I think because Virgin cannot find my booking.

Wife's milestone birthday so she wanted to go to Caribbean and a cruise. Upper class flights and 2 hotels, pre and post cruise through VA-mistake.
Checked inat Manchester, cases were weighed and tagged then we were told to take the bags off the scales and put them with a load of other cases as the baggage belt wasn't working and VA would have to take the baggage to the plane manually. Boarded the plane, announcement stating take off would be 50mins late so they could complete baggage loading. On our descent into Bridgetown crew announcement said "Unfortunately a few bags haven't made it onto the plane, but it isn't our fault its down to Manchester airport-WRONG. Waiting at carousel it was clear our bags hadn't made it so Mrs. Went to file a lost baggage report, when she had done it on turning round there were 100+ waiting to do the same so a bit more than a FEW bags hadn't made it.
Went to hotel and checked VA flights, no flight next day but one on the Saturday( the day we were joining the ship !!so first day ofbour holiday was spent shopping for toiletries and some smart clothes for the ship.
Went to guest services on the ship(Seabourn) and they were excellent, took details of the missing baggage and said they would try and find it. On returning to our suite there were 2 cases waiting for us, one was ours the other wasn't event hough it was clearly ,marked with a different surname to ours and a mobile phone contact number. VA have a tracing app that supposedly keeps you updated on your missing luggage, like the people who operate it it's not fit for purpose. I emailed the CEO of VA but they struggled to give us any updates. I spent on average 2 hours each day we were on our cruise answering emails from VA. One update from Tracing stated BOTH our bags were on a flight from Manchester even though we had one in our suite !! Another update stated they were "Diligently trying ( their words) to locate our missing baggage but the baggage reference they were quoting wasnt one of our and even when we gave them the correct reference they gave us messages they were still trying to locate our baggage using the incorrect reference. Eventually we were told our missing bag was in Barbados but they couldn't get it to us while we were on the ship so we gave them details of our hotel post cruise so they could deliver ut there. On arriving at the hotel NO CASE. Later front desk rang to say a case had been delivered for us but on rushing downstairs wasn't our case, it was the same incorrect they delivered to the ship. Later another case was delivered which was ours, 21:30 on DAY13 of our 16 DAY MILESTONE BIRTHDAY HOLIDAY.
SOif you're foolish enough to book WITH VA and unfortunate enough to have luggage lost neither baggage Tracing nor the CEO's office will be of any use. YOU HAVE BEEN WARNED.

I am extremely disappointed with Virgin Atlantic’s handling of an issue related to my companion voucher and points deduction.

Here’s what has happened:

I used my companion voucher to make a booking in October 2024.

During the process, Virgin Atlantic advised me that they needed to deduct 35,000 points from my Flying Club account as an operational requirement. I was assured these points would be reinstated once the companion voucher was applied to the booking.

Months later, the points have still not been returned to my account. This unresolved issue has put me at a financial and practical disadvantage:

1. Missed Travel Opportunities: I was unable to use my points to book another trip I had planned, resulting in a significant loss and inconvenience.

2. Time-Consuming and Stressful Customer Service: Resolving this issue has been impossible. It takes hours to get through to anyone, likely due to the recent changes in dynamic pricing that have left customers flooding the phone lines. My complaint has been with Virgin Atlantic for over a month, yet no action has been taken.

Virgin Atlantic’s lack of accountability and the excessive delays are unacceptable. As a loyal customer, I expect better. I am still waiting for this to be resolved.

This experience has been frustrating and disappointing. Virgin Atlantic must address these operational and customer service failures to avoid alienating loyal customers.

Until then, I cannot recommend their services.

Trust is earned, and Virgin Atlantic has fallen short.

Since changing the flying club to dynamic pricing - 30 years of collecitng air miles has been ruined - no loyalty to their member. Very sad.

I got all the way through including buying insurance, seat reservations etc and put in all information for payment including security code. Then a message pops up saying the flights are no longer available at this price and to go back to the home page. The cost and extra costs were shown at all times as they appeared during the booking process. Very poor.

Call centre service is absolutely shambolic. Paid for excess baggage for my Mrs's flight. No confirmation email recieved even though moneys been deducted. Called CS, 40 min they took to answer and told me system is down, try chat to us. Another 25 min to get an agent assigned only to tell me that I've to call another number. 35 mins call time and they gave me a reference for my payment and now 4am UK time I am explaining supervisor in Dubai over the phone, as they still can't find baggage payment on their system.F***** 1* service.

Just had 2 return flights in may and July go to standby

Seats changed from decent neo front large seats that we upgraded too , to the horrible Dreamliner coffin class style - no refund and seats now scattered - they didn’t tell us at all that we lost money and no longer sat together

BA are doing better than virgin once again

Cutbacks since October with Virgin are showing - from boarding chaos to pens in the black welcome bags now missing etc

Other airlines keep you far better informed and compensate - even your staff say the customer care email is a waste of time so please don’t ask me to take time to message you - if you can’t get it right 1 to 3 times on the gold phone line, why should I give you more chances.

Waiting for a bot reply to message directly lol as the generic response

Came on just to see if our terrible experience came close to other VA users and rather than put our experiences LHW /MCO I will just say this has been my very worst experience in using VA in 30 years of loyalty as a regular customer. Family trip to Florida with flights alone costing £4500. Customer SERVICE ! NON EXISTENT lied to again and again. Premium service worse than economy meals ran out no hot beverage offered after meals and no amenity pack on return night flight. Staff were on the whole not too bad but their veneer has gone and uniforms old and scruffy. As are the planes. On top of that I also have a missing bag with no help being offered at Heathrow via Virgin.. Richard Branson should be squirming if he sees the decline in this once fun and beloved airline. Perhaps he could buy another island from the proceeds of starting Virgin II with all his original ideas - I live in hope!

Loved the flight food everything etc, but on way back flight got cancelled. Did not get any sort of communication. No call or anything until i tryed to check in but that was all still fine. I had to pay additional to rebook my next ticket and was told i can get it all refunded as flight was cancelled. When it came to the refund i been told its terrorism act etc damn bullshit. I wasted so much money on rebooking flight being told i will get refund and now after waiting for months i been told they cant give me a single penny back. Everyone i reccommended this flight to i will be telling not to ever book with them ever again. Shittest policy and service ever.

What a disappointment
Never again

Flight ok but meal in Premium Economy ran out and we were offered another snack that we had a few hours before. Flying club app is hopeless, doesn’t recognise my booking reference, ticket number or flying club number so will not add loyalty points.
My first experience with Virgin and will probably be my last. Back to BA for me

Some genius got my last name wrong in the booking and there seems to be no way of sorting it out through the phone or online. Customer support is inexistent.

I am trying to book a flight with Singapore Airlines using Virgin points - they actually are making this impossible as I cannot get through on phone number after 5 attempts and waiting for up to 20 minutes - just music and no information on position in queue etc. So saying you can use the points on partner airlines seems utterly useless because you can't get through! In this day and age PLEASE make it simpler than this.

I've used VA for years and their customer service has always been poor, but now it is truly awful. i shave spent 2 days repeatedly trying to log into my account to purchase flights but the log in page says I need to enter a verification code that never gets sent. To try and contact someone about this you have to search the internet for contact info as there is nothing to help you on their website. The customer service staff are robotic, insensitive and uncaring. It took multiple calls and over an hour of being on hold to get through to someone. They took a couple of details, said to hold and they would check my account and come back. 20 minutes later with no response from the customer 'I dont care' person I gave up.

Well where should i start. Quite probably by a considerable distance the worst long haul operator I have ever flown with. Recetly flew to Delhi and back from LHR and had a dire experience

1 Upgraded to economy delight which gives you a pathetic 3 inches of leg room space, premium boarding and absolutely no other benefits whatsoever

2 On complaining I was dismissed by disinterested staff until I asked to see the cabin manager who said he would be back and take me for a drink in the premium cabin - he never returned.

3 On teh return flight we had a snack at 5am and a drink and then no further drinks for 6h. Staff absent

4 Plane was dirty, uncomfortable and cramped

Overall materially worse than Ryanair in every respect - avoid