Virgin Atlantic Reviews 

Day 3 of my new capsule wardrobe ; ZERO STAR LUGGAGE RETRIEVAL”

Huge shoutout to @VirginAtlantic for proving that light packing really is the future—mostly because you lost all my luggage upon arrival. luggage tracking has gone radio silent. Would appreciate a direct reply and a concrete update on where my belongings actually are.

​It's been 3 Days since landing, and tracking updates are non-existent. Hoping someone from the Virgin Atlantic customer care team sees this and can assist with recovery.
​#VirginAtlantic #Aviation #CustomerExperience #TravelLogistics

#VirginAtlantic #TravelProblems #LostLuggage #CustomerService

#CorneelKoster #JuhaJaevinen #SuzanneRoddie #RubenAbraham
#BeckyWoodmansee #DavidGeer #NikkiHumphrey

An absolute disgrace today
Change of flight time +7 hours and 40 mins on the phone and still not connected
I use to regard Virgin as a premium airline but sadly they seem to have sunk to the level of all the other rubbish

POOR SERVICE, DISCRIMINATED AGAINST ROBBED OF OUR MONEY NEVER FLY WITH VIRGIN !! CUSTOMER SERVICE IS AWFUL TOO THEY DONT WANT TO KNOW EITHER !! BAD BAD EXPERIENCE

Just some advice to anyone thinking of flying Virgin. I bought a return through ticket with Virgin from London to Lima. On the way back they a ridiculously short connection (though the nightmare of Miami where immigration is notorious for being slow and where they don’t check your carryon through, so you collect and re-check). Because the Lima to Miami flight was delayed I got to the checkin desk with about a minute before the hour was up and of course there was nobody to be seen. By the time we found someone (with more than enough time to make security) they wouldn’t let us go through). Didn’t even let us just go through and board anyway and have the baggage checked into the next flight.
Then the fun started. The most unhelpful woman supervisor in the world (Alannah) then told us we would have to then the flight the next day. Then even though the whole ticket was virgin (that they chose to offload the first flight to partner Latam) that it was not their fault that the first flight was late, or that they scheduled a tight connection, and they had no duty of care of me and the other passenger being stranded in Miami overnight for a day and couldn’t offer any assistance. No procedure for this situation with the other “partner” airline and no liability for us stranded in a foreign city. The only advice was “well you could try Latam, they made you late”.
I will never fly Virgin again after this. I will
never book another flight that offloads a section of the flight to a “partner” (partner they have no procedures with and just use them to play off against each other when there are issues) airline.
The final nail in the coffin when you and try and apply for compensation Virgin tell
you to get lost, not our fault, and the other airline if not based in the EU just say we don’t recognise any of those EU regulations for compensation. A complete stitch up at every level.
Summary; don’t fly Virgin as the customer service is abysmal, they don’t care even if your whole ticket is with them and you’re stranded, and never take a flight that has a section from another airline as it’s the perfect excuse Virgin use to fob you off.

We flew from SFO to LHR and from beginning to end the cabin crew were amazing. Very attentive and caring. Always happy to help and cheery. I helped the couple with a baby sat in front of us and I helped a very frail elderly lady back to her seat by holding her hand as she was unsteady on her feet. Two of the crew were very thankful and gave me a bottle of Prosecco and a thankyou note to show their appreciation. That is class service. I was very grateful to them for this kind gesture. I spoke to the lovely service manager and told her of the wonderful team she had. We will always fly with Virgin Atlantic 😊

We have just flown to Vegas and back from San Francisco and I am stunned at the poor reviews on here as this just wasn’t our experience at all!
Both planes were lovely. It was a newer
Plane on the way out but both were clean and on good condition.
The staff worked hard to deliver everything to a high standard and with great customer services. Especially Lisa on the check in desk who was just lovely and so helpful.
The food was nice, plentiful with a choice of main course.
I would chose Virgin again for long haul flights

1 Star – Extremely Disappointed with Virgin Atlantic’s Customer Care

My 76-year-old mother travelled with Virgin Atlantic after requesting wheelchair assistance. Unfortunately, the assistance she received during her connection was inadequate, causing her significant distress and anxiety. The experience has left her so traumatised that she no longer feels confident flying.

What has been even more disappointing is Virgin Atlantic’s response. Instead of taking meaningful responsibility for the overall customer experience, they repeatedly relied on their terms and conditions and stated that airport assistance is Heathrow Airport’s responsibility. While they may argue that they notified the airport correctly, passengers book with Virgin Atlantic and expect the airline to ensure that vulnerable travellers receive the assistance they need.

The only resolution offered was a £100 voucher or 10,000 Virgin Points, which feels completely inadequate considering the emotional impact on an elderly passenger. They also refused to refund the unused return ticket, despite the fact that my mother is now too afraid to travel because of what happened.

Good customer service is measured by how a company responds when things go wrong. Unfortunately, Virgin Atlantic chose to rely on contractual terms rather than compassion, accountability, and a fair resolution.

I sincerely hope Virgin Atlantic reviews how it handles complaints involving elderly and disabled passengers so that no one else has to go through what my mother experienced.

Flight reference AA-FBQ-DZPAG if you can find another airline please do. Most unhelpful most uncaring staff ever. I have tried to rebook Phoenix to Johannesburg for the last two weeks, been taken from pillar to post by their partner Alternative Airlines, finally got some assistance but now Virgin is stalling rebooking the ticket so that they can make a few extra dollars. Shame on you Virgin Atlantic. Never will use your service again.

Recently flew back from Southern Africa and upon arriving back in the UK, my suitcase was delayed and was delivered the following day. When the suitcase arrived, I noticed the lock had been cut and two of my expensive perfumes were stolen from my bag and the suitcase itself was damaged and had to be thrown out. I complained to Virgin and was told that I should not be travelling with expensive or fragile items in my checked luggage which is ridiculous considering you cannot take bottles of perfume over 100ml in your hand luggage. They refused to refund me despite providing the receipts for the perfume as they had requested.
Another thing, the food on the flight was atrocious, and overall, I will not be flying with Virgin Atlantic again.

I had a very disappointing experience with Virgin Atlantic regarding the bassinet seat for my baby.
I requested a bassinet seat at least one month before my flight and even followed up with a reminder before departure. Each time, I was assured that my request had been approved. At the boarding gate, I asked again to confirm, and the staff told me they could see my request and that it had been successfully approved.

However, once I was on the flight, the cabin crew informed me that my seat did not have the required hooks to attach the baby bassinet. They suggested that I ask another passenger to swap seats with me. This was an unreasonable and unacceptable solution, especially since the airline had already confirmed my bassinet request multiple times. Although the crew later asked other passengers on my behalf, no one was willing to change seats.

This situation caused unnecessary stress and inconvenience while travelling with an infant. If a bassinet request is confirmed, the airline should ensure that the passenger is assigned to a seat that is actually equipped for a bassinet. I expected much better planning and coordination from Virgin Atlantic.

I travelled 6000km round Africa, meeting the most amazing people and having the best time until I checked in with Virgin, rude, aggressive manager with no interest in customer service backed up by staff who provide misleading information - such a terrible end to a brilliant trip.

Compounding that, on the way out was missold by Virgin, they admitted it and then did nothing to correct their error

Worst airline experience ever.

Flew from Orlando to Manchester. Old plane, interior was shabby, in flight entertainment not working, screen almost completely disconnected from its fittings. A number of passengers had similar issues (at least 4 that I heard or spoke to). One passenger had no tray table, in “premium” cabin. Seats lopsided, cushions practically non existent, flattened overtime, so it was like sitting on a board for 9 hours. I had pins and needles in both legs by the time we landed. Cabin crew advised we sit on our pillows to make seats more comfortable.

Paid £49 x 4 to reserve seats so that family could sit together. Offered “free” move to a single seat with a working in flight entertainment system, but no refund on seat reservation fee! Offered only voucher or points otherwise as a “gesture”, declined these as when I paid for the flight, I did not pay with vouchers, but actual legal tender, so have made the point that I’d like to be compensated in kind. Virgin refuse. Customer service awful, now saying that things like working entertainment systems are not a part of the contract and so they aren’t liable and don’t really care that the experience was so poor.

Lastly, on these very old planes, WiFi is only available at a cost to the passenger (£23 per person) as compared to free WiFi on newer planes, so despite no working entertainment system I would only have been able to access WiFi if I paid yet more money with no offer of reimbursement.

I will never fly Virgin again, despite having been a repeat customer. A disdainful approach to passengers, the most uncomfortable, tedious flight I’ve had in as long as I can remember. Virgin are not an inexpensive airline, but the quality was way worse than a budget provider. In the unfortunate event you get shoved on one of these flying monstrosities you will pay Virgin prices for cargo comfort levels.

As a family of 6 we flew to Orlando last month from Edinburgh.
From check in, to all the staff on board the flight - we experienced nothing but kind, helpful and amazing staff.
One woman in particular really looked out for my son. He has autism and doesn’t eat any of the meals on the plane, this woman called Lisa made sure he had extra snacks that he eats, including crackers and fruit.
I am a nervous flyer and she checked in with me a few times as well, which I greatly appreciated.
I spoke to her during the flight and told them I was really pleased with my first Virgin flight and thanked her for looking out for me and my son.
I must have dozed off at one point and when I woke up there was a bottle of Prosecco on the seat between me and my son, with a little thank you card saying thanks for the kind words, have a fab holiday.
Thanks again for an amazing experience 🤩

After a 10+hour flight with three small children, one of the carseats, which had all been tagged and handed over to oversize luggage in LHR at the same time, became lost at SFO on our arrival. This was at 10:30 p.m. and it took over 40 minutes to a) find the Virgin agent in baggage claim, b) convince him it was lost, c) finally retrieve the seat when it came through the belt. By this time, it was almost 11:30 p.m., the kids were tired, hungry, and cranky (as were the adults), and not a single apology. I understand that things happen on a full flight and a busy airport, but how the airline handles it is key to a good customer experience, and Virgin Atlantic failed mightily.

I booked a direct Virgin Atlantic flight to Seoul and just two days before departure, it was cancelled. Instead of offering real alternatives, I was rebooked onto an Etihad flight via Abu Dhabi, adding over 3 hours to my journey (14h became 17h25m) and downgrading the actual flying experience, since Etihad's aircraft on this route felt noticeably inferior.
When I contacted customer service, I was given no real choice, only the option to fly on different days, with no acknowledgment of the disruption this caused. I specifically asked about being rebooked onto Korean Air, which would have been a far more suitable alternative given the destination, but this was refused with no real explanation. Everything on my end was already booked and arranged around the original flight, and none of that seemed to matter to them.
No compensation was offered for the significantly longer routing. If I chose to fly earlier to make up time, no overnight hotel was provided either. Throughout the entire process, there was no flexibility and no compassion, just a rebooking and an expectation that I'd accept it.
I understand cancellations happen, but the complete lack of options, communication, and basic customer care is what makes this a genuinely poor experience. I would think twice before booking with Virgin Atlantic again.

Just flew from Heathrow to Seattle and was one of the best flights I’ve taken. Seamless from start to finish. Exceptional flight crew especially Jo who was outstanding. Makes such a different when people are happy and obviously love their job

I had an awful experience with this airline.

We specifically booked two tickets that were advertised as refundable (subject to a cancellation fee). Before booking, I double-checked the fare conditions because it was a significant amount of money, and I wanted to be certain that we would be able to get a refund if our plans changed.

Unfortunately, we later had to cancel the flights. Instead of receiving the refundable amount (less the cancellation fee), we were only refunded a small portion in taxes.

For months, I tried to resolve this through emails and initially assumed the mistake was on my end. However, after repeatedly confirming the booking conditions and verifying that everything had been done correctly, it became clear that we should have received our refund—but we never did.

The lack of accountability, poor communication, and failure to honour the fare conditions has been incredibly disappointing. After months of trying to resolve the issue, I have lost confidence in this airline and will not be booking with them again.

Unfortunately the money that I lost was needed for student fees as my backup plan.

I would strongly encourage others to carefully review their options before trusting this airline with a refundable booking.

They were brilliant , We travelled from the UK to Seattle and they couldn't do enough , my favourite trns- Atlantic experience .

Absolute joke of a company. Maximum set for seat upgrade to Vegas from Manchester. Absolutely no communication from the airline to say whether the bid was successful or not. 45 minutes spent on the phone only for someone to pick it up and instantly button the phone. Ring up again and select the option of first class interest and they pick up within 3 minutes. Person hardly spoke English. Absolutely useless. Will never be using this joke of a company again.

Such a rubbish website, never seen a website like this. So many redirections , each time asking me to login and half the time fails with random error messages. Informations scattered all over the place, very hard to find even basic information like luggage allowance. I was trying to checkin but both the website and mobile app taking me to all over the place.