Virgin Atlantic Reviews 

This airline expects to keep the money for ticket they didn’t provide and accused me of using rewards points to pay for the ticket. I paid for full return tickets by Visa and no rewards points were used to make the purchase. They are now heading towards legal action as I am not prepared to pay for tickets they didn’t supply and was put on standby by Delta which in the end as a gesture of goodwill and because of my very poor health condition. Delta were amazing and helped us and I had not paid them anything.
Virgin Atlantic are not the airline they once were. I would not trust them in my opinion as they don’t care about you as a customer.
They are ok onboard but that’s as far as it goes and there new Starlink WiFi is excellent.

First flight changed from Tuesday to Wednesday. Disruption issue.
Wednesday flight cancelled technical problem rebooked for Friday.
Friday flight cancelled technical problem rebooked on different airline for Saturday night flight with stopover not direct.

Flight changed to a WAMOS aircraft
I booked a family trip with Virgin and paid Virgin prices...

The flight has been downgraded to a old aircraft with a company called WAMOS on a wet lease agreement- yet still paid for a full virgin atlantic flight

i called customer services and spoke to Winnie who was really unhelpful - she didnt want to assist the customer in anyway and told me to fill in a cust care form with my complaint.
really unhappy wish i booked american airlines instead

Really disappointed that our upcoming flight has been downgraded to Wamos Air! which is an old airline and outdated

ALL Flights from manchester to NYC will be on Wamos Air - be careful when you book as it doesnt tell you this until you fly - wish i went with american airlines or BA now!

called customer service no help at all

My HRW-LAX ‘mercy’ flight on 29 March 2026, returning 2 April, to help clear my younger sister’s home in Santa Barbara following her unexpected death was cancelled 04.40 the morning before. No reasons given. With a clearance deadline of 1 April, I had to book with another airline at [you guessed it] £1100 extra.

After endless emails, and no less than 14 weeks later - 98 days later - I finally get my £1273.99 refund. Agent Travel Junction was ‘on it’ throughout [much appreciated] but this is a total disgrace. In this fast digital/banking world, there can be no excuse for this behaviour - one inappropriate for Virgin and its polished brand identity. Probably a deliberate financial scam too: likely 100++ passengers unable to fly on the one flight option offered and then experiencing similar 98 day late refund delays? Do the maths, with US banks paying 7%+ interest? Easy money.

All up, huge disappointment in Virgin - my first time - leave alone the frustration at an upsetting time in life trying to get a sizeable refund back. No chance, I’ll be flying Virgin now. Shameful.

Having called Virgin Atlantic, I am surprised the agent advised that they do not offer booking multi city flights from the UK to some major cities in India when I wanted to book a specific route. It is something a large airline should offer and will be the reason to opt for a different airline.

I am so mad at VA. My daughter had a direct flight from London to Miami and they cancelled it and rebooked her on a connecting flight to Atlanta. Because there was no other option we agreed until a few days ago I now see a direct flight with available seats. They will not put her on the plane unless I pay the change in airfare which is $1000! Their rules are horrible. All I want is what I originally paid for!

Lisa was very lovely and made my experience so much better. I definitely recommend her thank you so so much once again!!

Usually I never write any negative reviews about anyone ,always try to make everything easy it this time I’m really annoyed about this airlines.last 26th June I had flight from london to Dulles USA and it was direct flight but suddenly they cancelled my flight and they booked connecting flight and it was almost 20/22 hours flight duration total and very hectic , the food was awful and it wasn’t enough for one person ,i don’t eat much but after long journey and long waiting I felt like whole flight I was hungry and on the return they just keep delaying and no announcements ,no apologies and no information at all ,it feels like we have to wait forever and the crews are not helpful at all ,I travel a lot but this is the worst airlines in my whole travel life and very unprofessional , they don’t even inform flight is delayed and how long .just keep waiting and no one knows nothing .they just keep talking to each other ,they don’t care about people .this is the first and last time traveling with this airline .
Guys please spend your money for another airlines .you will regret 💯 if you fly with this airplane

Recent flight from London Toronto.
The flight and boarding was very good and the cabin staff were excellent. The only downside was the meal that was served. Just choice of two curries and rice pudding so not sure how much thought had gone into that!

I booked an international flight on Delta from Orlando to Manchester with a stop at JFK. The NYC to Manchester leg of the trip was on Virgin Atlantic. The Orlando to NYC leg of the trip got grossly delayed after I boarded the flight and I was automatically rebooked for a different flight on Virgin but in a much lower class of seats. After exiting the terminal and going to the Virgin Atlantic terminal I went immediately the desk. NOW, I must say, I stayed calm and was pleasant, but I was firm - I was not going to go from Premium to the last row of the plane for an 8 hour flight, which is where I was automatically placed. I want to specifically thank Rose, Angela, Roy and Anna for their understanding, patience, kindness and determination to understand the issue and see it through! Yes, they got me to my original seat status and I was very pleased with their helpfulness.

Flew Virgin from LAX to London. Paid for a seat upgrade because I require extra leg room for a medical condition. I arrive on plane and there is fuselage jetting out blocking my legroom, seat doesn’t recline, and my arm is touching neighbors for the whole flight because the economy seats are fitted to children. It was a horrible flight. I request a refund, not for my ticket, but for the upgrade fee. They won’t budge stating their policy that upgrades are final. I send in a photo that this particular seat is not an upgrade and it was falsely advertised as being so. There was no way of me knowing this when selecting seat as it was falsely advertised. Again, they don’t budge. I will never fly them again for their lack of honesty and horrible customer service. They don’t care about people, only stealing money for “upgrades”. Run away!!!!!!!!!!!! Fly with anyone else.

Why does this company still exist. I've recently dealt with three different customer service agents trying to solve a problem and they were all rude and defensive.

We were trapped in the baggage reclaim hall for nearly six hours, told that we couldn’t leave without our checked luggage, which arrived until after midnight.
There was no seating, no food, and no drinking water until one passenger fainted and another was violently unwell at which point staff began handing out water.
Passengers on other airlines—arriving later, in the same storm—received their luggage and left long before us. Virgin Atlantic’s handling of the situation was chaotic, uncommunicative, and showed no regard for passenger welfare.
When our luggage finally arrived after midnight, the cases were soaked through.
A completely unacceptable experience.

I also took a flight from Manchester to Atlanta June 2026 I was freezing for the whole flight even with a blanket the crew were also cold the plane was shabby my tv screen kept going off the food was below average my return flight via New York was just the same Virgin Atlantic definitely is not the Airline Richard Branson created any more they are in my opinion a low budget airline with a high price tag would not fly with them again I was so disappointed I used Virgin for New York flights before they merged with Delta they were exceptional then

We have travelled to Barbados most years from Manchester. I have a Virgin credit card which I put all my spending on. The last good year we paid about £1000 for two seats in Upper. Standards have slipped. I'm fed up with my husband complaining about chicken pie. They ran out of beer in premium and the wines offered are low value. On boarding you get English wine which I generally love.It's not to my taste but I was told I couldn't have champagne. I have a lovely lady in Executive Office who has done her best to help but today I've lost it. She said there was an offer to buy points with 70 per cent discount. I've done research over the week but I was told I needed 570000 points each to upgrade from Premium Economy. It is not even 700000 each for UPper flights return. They are ripping customers off. We had accepted paying £5000 each but they are asking nearly £8000 each . This changed suddenly. Perhaps Andy Burnham needs to intervene! Many passengers have health issues and need to lie down. We are not talking T he e Rooney's. Heathrow is a bit cheaper but why should we make life more difficult?

Just a short note to say thank you so much for outstanding and exceptional special Service and attention afforded to me on the 24th June 2026 to amend and add passengers to my booking!!!

In particular my deep appreciation and thanks to your customer service agent Ms Rinku Majithiya who treated my request with such care, patience and speed that was beyond call of duty.

I would also add that any passengers testimonial is less of a recognition of a professional expertise and more of a recommendation of an Individual customer service agent's ability to listen, care and help. I can vouch for this fact, that Ms Majithiya's abilities are unmatched and exceptional. Thank you.

Normally, Customer service agents are in hurry and busy as they have lot of other passengers and flights to deal with, but Ms Majithiya gave her sincere and undivided attention to me that day and I am truly grateful and thankful to you for the treatment. Thank you so much.

Maheshchandra Patel

Disappointing package experience—poor flight layout and uncaring service
We booked our two-week Disney holiday with Virgin Holidays expecting a premium experience, but we were left thoroughly disappointed by our trip, which concluded when we flew into Heathrow on Tuesday morning. First, we discovered our hotel was undergoing maintenance. Virgin only notified us a week or two before departure. While other holiday companies accommodated their guests, Virgin refused to be flexible.

The outbound flight to Florida in Premium Economy on an older plane was pretty good and felt better quality, with great seats. However, the return flight to Heathrow on a 2-year-old A350 on the 22nd June was a completely different story. The Premium Economy cabin layout lacks any privacy; the seats almost fully line up rather than being staggered.

To make matters worse, the seats we booked months in advance were changed on the day of departure without our consent. We were moved from the back to the front row, right next to families with babies. I was in an aisle seat next to the Upper Class curtain, and both staff and passengers constantly whacked me with it throughout the flight. The crew clearly only had eyes for the "special people" within our cabin, leaving us feeling completely ignored. Social media has a lot to answer for regarding this airline's reputation.

The service on the return leg was incredibly poor. The main meal served to us—a Thai curry—was very dry and came with hard, dry rice. To add to that, we weren't asked for our breakfast order until 40 minutes before landing, leaving no time to actually eat. They were pushing the Greek yoghurt option, which I declined as I cannot eat that without something dry first. Meanwhile, Upper Class passengers were served 90 minutes before landing, and our family members in Economy were also served well ahead of us.

When I declined the rushed breakfast, the female crew member asked if I wanted a hot drink. I asked for tea, and she promptly brought it in an obviously very chipped, broken mug. This staff member's hostile behaviour was completely without warrant. It felt like I was clearly given the "naughty mug"—the type used to bully, intimidate, and put passengers in their place. This completely unacceptable behaviour still goes on behind those curtains, and cabin crew, still to this day, get away with abusing passengers, whether the passengers are fully aware of it or not. One day, they will go too far, and someone will get hurt or worse. I gave it straight back to her. She asked to make another one, but there was no way I was going to trust her after that. It felt incredibly spiteful and unprofessional. Thankfully, we landed on the morning of the 23rd, got off and will not look back. Never again.

Last year, we flew with BA to Orlando and wow, what a difference. Based on this experience, I do not recommend Virgin in any shape or form.

WE HAVE BEEN WAITING FOR CUSTOMER CARE TO GET BACK TO US SINCE THE 9TH OF JUNE TO FIX A PROBLEM BUT THEY HAVE STILL NOT GOT BACK DESPITE SEVERAL CALLS AND HOURS OF WASTED TIME. AND WE HAVE LOST AN OPPORTUNITY THANKS TO THEIR TOTAL LACK OF INTEREST AND CARE.

Poor customer service. The staff at SFO were terribly rude. Avoid!