Virgin Atlantic Holidays Arvostelua 

Great experience at the Virgin Holdays store and the seating upgrade arranged.

**update for Lorna… as of 02.10.26 I am still waiting on Virgin contacting me**

We were issued vouchers for Virgin Atlantic to the value of £430 due to a previous trip a family member could no longer attend.

The expiry date was looming so I booked a holiday purely to use them up. Flying to Jamaica for a 5 night trip ( no I would not normally go that far for such a length of time but I needed to use the vouchers and this was best deal).

The team member told me that she couldn’t apply the vouchers at time of booking so I was to pay for the holiday in full and their accounts team would refund me the value of the vouchers.

This was months ago and am still waiting. Emails pinging back and forth with my last one providing more information being sent on 31.07.2026. No reply.

I’m about to go to ABTA as I have email evidence of what I was told by their staff!

I booked in good faith needed a trip with one of my children, after a family bereavement in April (my other son) and in recovery from breast cancer (finished radiotherapy in October 2025)

This added problem and the financial implication has caused me more distress.

I asked for their complaints policy but so far have not received either. Am really disappointed in the customer service so far.

My booking reference was 7063005

We booked a £4,000+ multi-city holiday with Virgin Atlantic Holidays and, unfortunately, the experience before we have even travelled has been incredibly disappointing.

Our holiday originally included a direct Heathrow to Toronto flight on 21 October. We were then informed that this had been moved to 22 October, meaning we would lose an entire day of our holiday and potentially miss plans we had already paid for in Toronto.

We spent a considerable amount of our weekend trying to sort this out, including phone calls and visits to our local Virgin Atlantic Holidays store. Eventually, we managed to keep our original travel date, but our direct flight has now been replaced with Heathrow → JFK → Toronto, including a lengthy layover at JFK. We now won't arrive in Toronto until approximately 11:29pm, effectively losing our first evening there.

The customer service we received during the initial disruption was also disappointing. One telephone adviser showed very little empathy towards the situation, and an alternative routing we were initially offered was subsequently unavailable because Virgin would not cover the additional cost.

Virgin initially offered us £25 each (£50 total) in goodwill. Following a formal complaint, they increased this to £150 total, which we appreciated. However, considering the extent of the disruption, we asked them to reconsider and proposed £300 in total compensation/value. We made it very clear that we weren't simply demanding cash and would happily consider alternatives such as a transfer, flight upgrade or another benefit that would improve our holiday.

We have since discovered that our New York to Boston flight has also been changed. This latest change is only 45 minutes, so I appreciate it is relatively minor in isolation, but it is frustrating to see yet another part of the itinerary we booked being altered.

What has now prompted me to leave this review is the lack of response from Customer Relations.

We emailed them again with our proposed resolution and subsequently followed up, but have still received no response. We deliberately tried to resolve everything privately with Virgin and gave them the opportunity to address our concerns before posting a public review.

For a holiday costing almost £5,000, I expected considerably better communication and customer care.

We haven't even travelled yet, and what should have been an exciting build-up to our trip has instead involved repeated flight changes, phone calls, store visits, emails and now chasing Customer Relations for a response.

I really hope Virgin Atlantic Holidays responds and restores some of our confidence before we travel. If they resolve the situation appropriately, I will happily update this review to reflect that.

Friendly, polite and professional. Queries answered with patience.

Excellent service

Our experience with Virgin Atlantic Holidays has been extremely disappointing, and we have not even travelled yet.

We booked our holiday in August 2026 and specifically chose to travel to Nassau through Orlando. We paid £167 more for this route because the connection was approximately two hours rather than nearly four hours through Miami. This was an important part of our decision because we are travelling with our one-year-old son.

Virgin subsequently informed us that the Orlando connection was no longer achievable following its move to Terminal C. We were moved onto the Miami itinerary, which we had deliberately chosen not to book. We must now wait nearly four hours in Miami and arrive in Nassau approximately four and a half hours later, losing most of our first evening at The Royal Atlantis.

The terminal move took place before we made our booking. Virgin’s explanation is that it was only advised later that the move affected the minimum connection time. Regardless of where the communication failed, we were sold an itinerary that Virgin is now unable to provide and charged extra for the benefit of its shorter connection.

This is not the only problem we have experienced. Our return date was previously entered incorrectly, and we were also given confusing information about baggage. We booked a Heathrow hotel and arranged airport parking around the original early flight, but Virgin will not reimburse separately booked costs affected by the change.

After several complaints, Virgin offered £167 in total and complimentary seat selection said to be worth £240. While appreciated, the £167 simply returns the difference we paid for the Orlando route—it does not meaningfully compensate for the longer journey, later arrival, lost holiday time or inconvenience of spending nearly four hours connecting with a one-year-old.

Virgin has offered the option of cancelling for a refund, but having to reorganise an entire holiday and book alternatives at current prices so close to travel is hardly a satisfactory outcome.

The representatives have been polite, but the overall service, repeated errors and way the change has been classified as “minor” have seriously undermined our confidence. Based on this experience, I would not book a package holiday through Virgin Atlantic Holidays again.

I had a fantastic experience booking my holiday with Virgin. Sian and the team were friendly and extremely and knowledgeable and made the entire holiday planning stress-free.
I was given lots of different options for flights and accommodation before making the perfect package.
I would highly recommend their services to anyone looking for a reliable, knowledgeable, and friendly travel advisor.
We were also well looked after with drinks and snacks while booking!
I’ll definitely be using them again for my future trips!

I spoke to Kate Hester today as I am trying to arrange a Holiday using my Virgin reward partner vouchers and buying extra points to enable me to upgrade my seat to Antigua to premium economy. It’s complicated but Kate is doing a wonderful job of helping me through this and making it as easy as she possibly can. I will speak to her tomorrow to pay the deposit and get this booked.

We had the pleasure of booking our holiday with Chloe at the Virgin Holidays branch in Milton Keynes, and we couldn’t have asked for a better Holiday Advisor.

Chloe’s vast knowledge of Florida really stood out. She didn’t just help us book a holiday; she shared so many fantastic tips, ideas and recommendations that made a huge difference to our experience. Her knowledge and enthusiasm gave us ideas we hadn’t even considered and helped us get so much more out of our trip.

And when it comes to anything Disney or Universal related, Chloe is definitely your go-to person! Her knowledge of the parks, attractions, tips and little extras was fantastic. She was able to give us advice that we simply wouldn’t have known ourselves, and it really helped make our holiday extra special.

Chloe was friendly, professional and genuinely passionate about making sure we had an amazing holiday. Her advice and attention to detail made the whole process easy and enjoyable, and we felt confident that we were in very capable hands.

Thanks to Chloe, our Florida holiday was absolutely amazing, and we came away with some fantastic memories.

We would highly recommend Chloe at Virgin Holidays Milton Keynes to anyone planning a trip to Florida. If you’re looking for someone who knows Disney and Universal inside out, Chloe is your person! She really went above and beyond and is a real credit to Virgin Holidays. We’ve already reached out to her again for 2027!

We walked into the Virgin Atlantic Holidays at Next, Mayflower Retail Park, Basildon with the intention of booking our next holiday to Florida and left extremely disappointed and disheartened. We arrived around 16:50 on Thursday 3rd September and by 17:20 the lady working in there hadn’t even as much as acknowledged us! When we arrived the lady was on the phone which obviously can’t be helped but it would have been nice for her to have acknowledged us and let us know that she’d be with us soon. We were waiting at the main counter patiently for our turn but instead after her phone call she turned to her screen for a few minutes again without acknowledging us and then decided to take another phone call. So again we waited in clear view but after 30 minutes we left feeling extremely down which is very disappointing when booking a holiday should be a happy time. It makes us feel as though our money isn’t important to Virgin and has made us consider going to a competitor who would make us feel important and welcome.

What a Lovely Ladies that dealt with me today her name was Claire Wilkinson she was very,very helpful nothing was to much trouble. I wish all customer service people were like .Lovely ladie. Thank you very much for all your help

We walked into Virgin Store in Milton Keynes, with just a costings for flights to Orlando, Sharon advised to get a package with Car which enabled us to pay monthly. From start to finish Sharon was very knowledgeable and efficient at her job, we were treated excellent with drinks and biscuits, and a nice bottle of wine on completion. Just want to say a big thank you will definitely book again.

Had an amazing holiday. Virgin made our holiday special from the moment we booked it. The staff in the shop were very knowledgeable and we were able to take our time and didn’t feel rushed. We had lots of email updates regarding our booking to keep us in the loop. The flight was seemless and the staff work tirelessly to make the trip as relaxing as possible. A great company.

I always go in store to book my holidays with Virgin as I like to use the same advisor who helps check seat availability and always has insider tips!

Jasmin was superb. Super quick. Super efficient. Virgin never let you down.

Serious concerns about how Virgin Atlantic handled a sexual harassment complaint – VSCR-00497672 / Email 0026710695

I am writing on behalf of my family member, Miss Wilson, who has spent the past four years trying to obtain closure following what she reported as serious sexual harassment onboard a Virgin Atlantic flight.

Miss Wilson reported that a male passenger touched and stroked her hair, repeatedly leaned over her seat, made unwanted sexual advances towards her and invited her to the place where he was staying in Jamaica. She became so distressed that she was crouching down in her seat trying to make herself invisible. Another older female family member travelling with her witnessed her distress and took photographs during the flight.

The passenger also told Miss Wilson that he was a friend of Richard Branson. At the beginning of the flight, while the aircraft was still airside and before take-off, he made his way towards the area where the pilots go. Miss Wilson says he was not stopped or told to return to his seat, and she has never received a satisfactory explanation about what happened.

Virgin Atlantic has stated that the passenger had consumed an excessive amount of alcohol. However, Miss Wilson’s account is that he continued to be served alcohol until approximately six hours into the flight, when she herself raised concerns.

Despite the seriousness of what she reported, Miss Wilson says she was not moved away from the passenger, was not given meaningful advice about reporting the incident to police or airport authorities, and has never received meaningful contact from senior management.

She initially accepted an apology and £400 in flight vouchers while she was extremely distressed and simply wanted to put the ordeal behind her. She does not want to fly with Virgin Atlantic again. She has since lost her job, has struggled with the impact of the ordeal and needs additional therapy and support.

She has sought £2,000 as part of an attempt to bring this matter to a meaningful resolution. Virgin Atlantic has refused and continues to refer to the £400 flight vouchers.

There is also a wider issue that I find deeply concerning. The passenger specifically told Miss Wilson that he was a friend of Richard Branson. I am aware of the publicly reported photographs, correspondence and other material concerning Richard Branson, Jeffrey Epstein and Ghislaine Maxwell, including reports concerning interactions involving Necker Island and Epstein’s private island.

I am not suggesting that an association or photograph, by itself, establishes wrongdoing. My concern is that, given what this passenger told Miss Wilson about his relationship with Richard Branson, and given the wider public record surrounding Epstein and Maxwell, Virgin Atlantic should be taking extremely seriously any complaint involving an individual who presented himself to a passenger in this way.

What I find particularly difficult to understand is that, despite everything Miss Wilson reported, neither Richard Branson nor anyone from senior management has contacted her personally to acknowledge what happened or demonstrate that her concerns are being taken seriously.

Miss Wilson does not want to drag this matter through court. She wanted a private and fair resolution. Unfortunately, four years later, she is still trying to obtain meaningful acknowledgement and closure.

As her family member, I have become involved because I have seen the impact this has had on her. I have previously been involved in women’s rights activism, and I will stand beside Miss Wilson and seek justice for her.

We would much rather see Virgin Atlantic resolve this privately and appropriately. But if the airline continues to refuse to meaningfully address what happened and the impact it has had on Miss Wilson, I will support her in pursuing the appropriate legal options and making her experience and the way she has been treated publicly known.

Miss Wilson deserves to be heard, supported and treated with dignity.

From the moment I called to get information about a very last minute holiday, Personal Holiday Advisor: Callum Lewis was extremely helpful and knowledgeable. He was also very patient! He helped build the last minute deal and put our minds at rest immediately. The whole process was easy to navigate, book and pay. He even selected our seats for us!

Warning for anyone booking a Florida package through Virgin Holidays. We booked a 17-day family holiday face-to-face with Virgin, with 10 days at Disney followed by 7 days at Universal. Virgin issued our 14-day Universal tickets from the first day of the holiday, meaning they expire before our Universal stay ends and we have been left without park tickets for the final days of our holiday. We were never clearly told this would happen. Despite repeated calls, texts and requests for a manager, Virgin’s USA customer service team has left us stranded with no meaningful response, and we are potentially facing around $1,400 in additional ticket costs to access the parks we believed were included. An extremely expensive family holiday has been overshadowed by shockingly poor customer service and a complete lack of ownership from Virgin. Do not book park tickets or Disney/Universal park packages with Virgin Holidays. I’m now pursuing Virgin for the cost of park tickets for the shortfall of our holiday through the UK courts.

Flights were excellent.
Villa was filthy with rats running about the front porch (video available),.Complained on multiple occasions nothing done.A token offer on return of £150 deeply insulting.We asked for staff to inspect the house and got nowhere.So disappointed.

Virgin and Terminal C at MCO, Orlando.

Virgin have recently moved into this terminal and unfortunately the terminal is not fit for purpose.
Virgin are well aware of the issues and are doing nothing to help their customers.

We landed at 6.10pm on the 11th of July. We were told to go to belt 67 to collect our luggage. Hours passed and very few cases had arrived. The London flight that arrived a few hours before us were still waiting bags and there was a 3rd flight at same belt too.
Around 3 hours after we landed we were told to clear the arrivals hall and go through immigration to await our bags on the other side.
My husband and brother in law remained in the airport for 7 hours in total. We received 0 bags out of 5.

This is just where the farce begins. 2 days later the bags were collected by us after being given the run around and told to go to terminal A, terminal C and then the loading dock.

Virgin are not apologetic in the slightest and from Facebook groups I know the same issues are still happening 6 weeks later.

This shouldnt have happened once never mind numerous times over and over again.

Once they have your money they couldn’t care less about you.

Unresolved complaint is now with arbitration