Virgin Atlantic Arvostelua 

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

Booked 4 premium economy tickets over a year ago and later found out that one of our party has got cancer and was told by the doctor unfit to fly as could effect the cancer. Virgin decided to charge us £950 to cancel the flights. I find this absolutely disgusting and advise anyone booking to make sure your in good health or be forced to pay a huge cancellation fee! Would have been better off just not turning up!
Virgin Atlantic do better!

We had a connecting flight cancelled today from Leh to Delhi we had an onward flight with VA so tried to contact them both via the chat bot and helpline, both times we were put into a queuing system which timed out
We have been left no choice but to book another flight at considerable cost

If va are interested our flight reference is DCSH41

Shame this is the only way to reach out to VA

Customer Care Review for Josanna Rico at Virgin Atlantic

I recently had the pleasure of being assisted by Josanna at Virgin Atlantic customer service, and I am compelled to share my extraordinary experience. Josanna went above and beyond to address my request, showcasing a level of dedication and professionalism that is truly commendable.

From the moment we started our interaction, Josanna was attentive, empathetic, and thoroughly knowledgeable. She listened carefully to my concerns and assured me that she would handle everything efficiently. True to her word, she not only addressed my issues promptly but also ensured that the resolution was delivered well within the stipulated timelines.

Josanna’s exceptional customer care skills are a testament to her commitment to excellence. She kept me informed throughout the process, providing timely updates and ensuring that I felt supported every step of the way. Her proactive approach and attention to detail made a significant difference in my experience.

Thank you, Josanna, for your outstanding support and for turning a potentially stressful situation into a seamless and pleasant one. Virgin Atlantic is fortunate to have such a dedicated and talented individual on their team.

Virgin Atlantic is reasonably okay as an airline but getting through to customer service is a disaster.

Absolutely rubbish process to manage baggage and poor customer support

The worst airline ever.
Their customer service agent do not understand simple English. The hold time is 2-3 hours before you can speak with an agent who won’t understand simple English. They cancelled my flight and won’t process me a refund. I had to book very expensive flight at the last minute for an international travel, it was the worst mistake of my life.

Seat broken on a 9-hour flight from Tampa, and no electrics working, so the tray table didn’t work either. Looking at the other comments on Trustpilot, I’m not holding my breath for any decent compensation, but after spending thousands of pounds on flights for our family of four … this is the least they could do … overall a very disappointing service.

Absolute nightmare check-in process using the app. First they address you with your full name and then ask what's your name? Then they go through all of the questions they've asked previously during the booking process. Yes, my 'date of birth' hasn't changed since I booked. You need to do this for everyone on the booking. Then they ask for all of the information about where you're going to stay aboard and their contact information. After 20mins of typing and going through many screens the final screen says: "We're sorry there's an error". Back to square one...

They’re an amazing flight company. Flew from Manchester to Orlando, they literally served free drinks every 30 minutes the entire flight. Staff were super sweet and nice

Absolute rip off!!!

If I could give minus 5 I would!!

Booked one-way flights from Heathrow to Jamaica. Paid to choose seats with extra leg room (row 53) £75 per person family of four.

I then received an email asking if I’d like to upgrade to either economy delight - £250 per person, premium - £1,000 per person or upper class - around £3k per person.

I was offered a chance to bid in an auction where a barometer popped up advising of my chances of winning with a little arrow. It stated that if I should bid £80 per person then I had a good chance of winning, so I did. They advised I would not get a notification of whether I had been successful or not until 48 hours prior to flying (probably trying to fleeces people right until the last minute).

Sure enough 2 days before I received an email stating that I’d been successful and £320 automatically left my bank account!

That was £80 x 4 people to be clear.

When we boarded 2 days later we were shown to what looked like our originally booked seats (we walked right through premium delight).

When I realised I asked a member of the crew - Tyrese - if they’d made a mistake. He assured me they hadn’t and tried to convince me I was actually in economy delight! Yes really!! The seats are a different colour!

I asked to see a more senior member of staff as Tyrese clearly didn’t have a clue and the the manager came over - Rosie. Apologised and advised that they were full in economy delight? How?

So they’ve clearly sold the seats twice!

I said I wasn’t happy and that it was a ten hour flight. Could they put me in premium for making a mistake - NO!

We are full in premium and upper class she stated. It’s a full flight.

Don’t worry I will file a report and you’ll get a refund. Let me get take off out of the way and I will come to see you. I never saw Rosie again until the end of the flight when I demanded to see her

She advised that we would be “looked after” on the flight for the mix up.

In ten hours we were offered our first meal - which was hideous! An hour before landing, two drinks (when I asked I was told to “go to the back and get your own”

All staff were busy in premium and upper class they advised.

Never have I been in the company of a more rude cabin crew, ever! and I fly frequently.

Rosie
Tyrese
Maria
Fleur

Hang your heads in shame and find a new profession.

I was actually threatened over the tannoy by Maria - the Scottish lady who was assistant manager.

“Any passenger found abusing or disrespecting our staff will be removed by local authorities” this because I asked for my issue to be resolved as promised.

The worst flight ever.

Hoping for a full refund and I will never fly Virgin again.

Outdated plane, awful food - just generally tired - and that includes the staff!

Avoid!!!

I have just called virgin to request my money back after the canceled my flights to be met by the rudest person ever he would not transfer me as i said i would like my money back quicer than 3 weeks as i need to book with another company. No got a spare 4500 laying about. and told me to call back later and then proceeded to hang up on me after
waiting to get though 20mins If this is how you treat customs it disscusing

Our booked tickets from Heathrow to Shanghai for April '25 were cancelled yesterday because VA are closing the entire route. First, no thanks whatsoever to VA for accepting our booking less then 4 weeks ago. Second, how very galling that *we* have to take action to request a refund ... which will be with us within maybe 3 weeks (up to 7 days to process the request, then up to 14 days for the money to get back to us). Third, less significantly but no less annoyingly, an e-mail that includes "We know how disappointing this must be for you" -- not disappointing, infuriating. Prices have gone up in the meantime, and it took us *hours* to research and choose among flight options. We've used VA many times in the past, but .. well... never again. Ever.

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……..