Virgin Atlantic Reviews

I was DOWNGRADED from business class to economy just because a visiting pilot wanted to take a flight to London. This is unacceptable!!! After paying $ 7000 (not point miles) for a business class ticket to end up crammed like a sardine in an economy seat for eight hours from Miami to London. How can this be legal!

I had a very disappointing experience with Virgin Atlantic. Before booking, I confirmed transit requirements for London with their customer service and was told an ETA was enough. At the airport on July 10th, I was told that was incorrect and I couldn’t travel, so I was forced to buy a new ticket with KLM at my own expense and pay again for checked baggage despite my original ticket including baggage. I was assured these costs would be refunded. After submitting the refund form and following up multiple times, I was first told that it was approved and processing, then later told it was denied and my case was closed. The inconsistent information and lack of accountability caused me financial loss and significant stress. I expected much better.

Title: Extremely disappointing experience with Virgin Atlantic – 76-year-old passenger left without assistance or suitable food. I am extremely disappointed with Virgin Atlantic and the way my 76-year-old mother was treated during her recent journey. Her flight was delayed, and after the disruption, she was left at the airport without the assistance that had been arranged for her. Virgin Atlantic rebooked her onto another flight the following day, but no proper assistance was provided, leaving an elderly passenger to manage the airport on her own. She was also required to collect and manage her baggage herself, despite being 76 years old and having assistance requested in advance.

GET READY TO BE PLAYED. We booked our tickets PREMIUM ECONOMY well in advance 7 months ahead of the plan. We selected our seats in the Premium Economy cabin. It was me and my daughter - 2 seats. Suddenly after 3 months after the booking when all seat selection was done, etc, we receive a schedule change notice. In that notice, our seats were changed to the last seats in the Premium economy and the other seats were up for SALE! Pay up $94 /per seat (total of $200) for both if you don't want the last row which hardly recline. WELL PLAYED VIRGIN!! Rest assured this is my last flight with you guys!! DO NOT TRUST WHAT THEIR WEBSITE SHOWS, Just have $$$ ready to buy your already selected seats. A TOTAL RIP OFF!!

I am submitting this review to formally report the accessibility barriers, discriminatory treatment, and inadequate support I experienced as a disabled wheelchair user when travelling with Virgin Atlantic between Manchester and Atlanta in July 2025. My experience demonstrates serious failures in accessibility, staff training, and complaint handling, resulting in physical harm, emotional distress, and a complete lack of meaningful redress.

I have flown Virgin Atlantic 3 times. Every time, we have had nothing but problems with the booking agents. This last time, they erroneously canceled my booking a day before the flight was to leave. Then made us pay $5568.16 additional for a new reservation. It was extortion. They admitted their error but refused to give me money back. They said they did not have the money to refund and would give me a voucher. What makes them think I would ever fly this airline again. They are extortionist. Virgin Atlantic is a multi-billion-dollar company that has stolen my money. I have every intention of filing a criminal complaint.

Flew from London to Tampa in Economy. Man in front of me decided to "spread out" and took up three seats - all of which he had in recline position. In first class this might not be a problem, but in economy (a) you only have 2" between the tray table and your body, and (b) the overhead light gets blocked by the reclining seat so you can't use it. I had 10 hours when I couldn't use my laptop or read my book. When I tried to alert a steward I was curtly told "passengers are allowed to recline their seats" before moving on without giving me time to explain the situation. The stewards spent 95% of their time in First Class anyhow so I didn't take it personally, but I would advise anyone who isn't a millionaire (or using the company's credit card) to avoid Virgin Atlantic.

I have tried to book flights for my family, but the flight search function is not working properly, regardless of the location. "We're sorry, there was a problem processing your request" is not the kind of expected result from the search. If the company is experiencing issues with such a fundamental feature, I have concerns about its ability to handle other aspects correctly.

Our experience with Virgin Atlantic was devastating. We arrived at JFK Airport on time, but were denied boarding by Virgin Atlantic staff. When we asked, we were told our return flights would remain valid. Later, we discovered our return flights had been cancelled without any notification. This error left our family stranded and separated — our minor child was left behind temporarily, and we had to make last-minute, expensive arrangements to reunite and return home. Despite multiple attempts to resolve the issue, Virgin Atlantic refused responsibility, citing fare policy rather than acknowledging the misinformation and communication failure by their own staff. No family should have to endure separation and distress due to an airline’s lack of transparency.

Recently took a RT flight from JFK to London on VA. Staff were very pleasant, food was above average, and seats were comfortable. On our return, we got lucky on a half-full flight and were able to sit in the front row of economy with huge legroom. The entertainment screens worked great, and the cabin noise was minimal. The only oddity was departing London - after going to our gate, we were then put on a bus and taken to a different terminal, which took about 15 minutes.

On 07-10-25, I booked a flight from Tampa to London for October 2025. On 07-15-25, I had to cancel my plans due to an unforeseen medical issue that would affect my plans. I immediately called and the first agent I spoke to a total party going on in the background, the person spoke very poor English and after 6 minutes the line went dead. I called back got another agent, told her what happened and had to start the whole process over. The call lasted over 20 minutes with the Agent telling me no problem, taken care, you will receive refund immediately and no penalty.

I never imagined I’d be writing this, especially during such a painful moment in my life. I had to book a last-minute flight with Virgin Atlantic to attend my mother’s funeral. It was an incredibly emotional and difficult time, and the last thing I expected was to be completely let down by the airline I trusted. Somewhere during transit at JFK, Virgin Atlantic lost my checked-in baggage. Not only did they fail to transfer it properly, but I wasn’t even notified. I only found out my bag was missing when I reported it myself.

We purchased 2 RT Premium tickets LAX to LHR directly through the VA App/Website 9 months before our flights. 5 days before our departure I called VA regarding another matter (pre-ordering meals) and was told our booking had a conflict and couldn’t be honored without paying an additional $2,300. Our original VA email confirmations showed Premium (non-refundable) with our seat numbers, however, VA said their records showed outbound as Premium Flex (refundable) and return as Standby/Unconfirmed and we had to pay $2,300 extra to change the return to match the outbound Premium Flex reservation. The original fare we paid was consistent with Premium non-refundable fare and the confirmation, not the higher refundable (flex) price.

I booked a senior trip for my son and his friend through the Virgin website to explore India. There was never any indication that the fares were nonrefundable and the tickets do not say nonrefundable. Once the war began between Pakistan and India, I inquired about cancelation options and after 4 phone calls, a customer service rep offered to request a refund estimate cost. After 15 days and 2 more phone calls, I was told I would receive $144 per ticket, although the original cost was $1409 per ticket. Virgin recreated my purchase which ironically now states it is nonrefundable. I travel all over the world and this airline is horrible compared to all others. Terrible communication, terrible website, and absolutely no consideration for taking kids to an area actively at war.

This was the worst travel experience I've ever had. I wouldn't recommend it to anyone, and I certainly won't fly Virgin Atlantic again. Our flight from London was scheduled to depart at 6:15 PM and land in New York at 9:00 PM, but it was delayed, departing at 8:45 PM and landing in New York at 11:00 PM. We were made to wait on the plane for an hour, so we missed our next flight to Lima. The staff was very rude and showed no empathy, laughing at our problem and the fact that we would miss our flight. We were then assigned a hotel room for the night and another flight the next day at 1:55 PM, which caused us to waste more than 24 hours of our trip and miss several activities that were already booked in Lima.

I purchased what I thought was a great deal for Premium Flex tickets with Virgin Atlantic, flying from Boston to London. These tickets were supposed to be fully refundable. However, shortly after booking, Virgin changed the flight schedule and moved it to an earlier time, which made it impossible for me to make the connecting flights between terminals in Boston.

It was the most horrible experience ever! There was one flight attendant who was really really rude. I pressed the help button and waited for like over ten minutes and they just ignored me. I pressed the button again and one finally showed up. I held up my bottle and said I needed some drinking water and she asked me to go to the back of the plane myself. I was so surprised. I thought I heard her wrong. So I double checked, and without answering my question she snatched the bottle from my hand in a very very rude way and after filling it up, she shoved the bottle right into my face. Definitely my worst experience ever with an airline. Will never fly with Virgin Atlantic again.

So my niece flew from London to Atlanta on Virgin Atlantic on July 9th, 2024. Her flight was slightly delayed, but upon landing. When she went to grab her checked bag, it was not at the terminal. She was told that her flight was loaded with another flight's baggage & her bag would be delayed. She was told to go to baggage claim. At baggage claim, she was not the only person from her flight missing their checked bags. There were about 30 people in line, majority that flew Virgin that had their luggage go missing. Not impressed with the lack of customer service when you have that many people's bags go missing.

Booked upper class. I’m 5’2 and a size 4. The new configuration is barely wider than a premium economy seat. There is no elbow room or elbow rests to speak of. Ridiculously uncomfortable. Moreover, I booked a nice window seat away from the bar and the computer reallocated me to a crap seat near the bar and the bathroom. When I mentioned this, staff at the airport told me to suck it up. Upper class isn’t classy. It’s just greedy.

We booked with Delta and Virgin Atlantic facilitates this route from ATL to MAN on behalf of Delta. Keep away from the A330-300 as the upper-class seating is unbearable. The seat cannot be adjusted to a lounge position, only upright rigid or slight recline! To have the lie flat is an art in itself, involving the flipping of the seat which results in a solid slab to lie on. The "mattress" is a 1/4-inch piece of cloth ensuring no sleep whatsoever as the bed is solid. The "duvet" is the same quality. The space either side in the pods is very tight with NO room to maneuver. There is a lack of storage in the pod. It seems this aircraft is prevalent on Tampa to LHR and other US airports to the UK and as we are due to fly TPA to LHR in May, it will now cost us another $2k, for changing our ticket and choosing a flight from JFK, to avoid travelling with Virgin Atlantic and this deplorable aircraft! Delta's - Delta One is far superior and cannot fathom why Delta chose Virgin Atlantic as a partner airline.

We fly out of Tampa to either London or Oslo a lot. There are only two options for direct flights. We fly Virgin due to them being the only Oslo connection. We fly Upper Class. You would think that would improve customer service, however, it does not. If you book and travel VA, and have absolutely no issues, no changes, nothing arise - then you will likely love it. However, (even if they make a mistake) and you have to make a change or make a special request (for meal for a young child) or at the Clubhouse (to allow my 5 year old to use the bathroom upon arrival) we are repeatedly rejected. Yep - we flew Upper Class, landed in LHR, connecting to OSL. We tried to spend our layover in the clubhouse and were told no. So, then I said fine but please allow my son to use the bathroom (the next closest was a bit of a distance) they would NOT allow it!!!

Extremely poor customer service. My husband suffered a severe stroke due to which his right side is completely paralyzed. We both are in our seventies. It was impossible for me to take care of him in USA, We came to India for his therapy since my entire family is in India. I purchased return business class ticket. Initially I thought within 8 months he will be at least able to walk with walking stick. Unfortunately his treatment and therapy is taking longer than I anticipated and his physician and therapist both are recommending 6-8 months of more therapy so he can at least walk. His right leg is improved but still extremely weak and right hand has very little sensation.

Book special meal, never given, lied about special meal. Luggage lost, lied about luggage by airline supervisor saying it's already loaded in plane. Rude check in staff, given wrong checked-in tag. Would never fly with Virgin nor never recommend. Waste of money and not fit for purpose. SECONDLY CANNOT COMPLAIN BECAUSE EVERYTHING IS ONLINE. YOU CANNOT SPEAK TO STAFF. VERY FRUSTRATING.

Do not fly with Virgin Atlantic or Virgin Australia. I used them twice and each time the service, professionalism and experience was poor. The Virgin gate agent, check-in counter rep and flight attendant was very rude and lacked concern about flight delays or helping passengers during check-in - in fact I helped four older passengers check-in due to Virgin employees standing around talking and playing on cell phones.

I paid for seats selection on internet site of the company. But when we comes to Heathrow airport they made me to pay again for the same seats! Sometimes I requested refund from company but at the end got only part of payment!

I flew Virgin Atlantic from JFK to London at the end of June. I was looking forward to it having been a huge fan of Virgin America when it existed. I had purchased a special seat for a large surcharge based upon the diagram on its website. When I boarded, the configuration was different and there was nothing special about the seat I had paid extra for. The staff was surly and disinterested in my problem and gave me no assistance and no options, and I had the most uncomfortable 6 hour flight of my life. Furthermore, the "food" served was inedible, disgusting even, as was the wine. And the staff did not get any better. THEN the 2 hours waiting for baggage to be unloaded. I will never fly this airline again.

Booked a flight in December 2020 from MCR TO Barbados on Virgin flights via Kiwi Travel. I had everything prepared (paperwork, covid tests etc). At check in the Virgin staff advised me I couldn't board the flight because the last 4 digits of the payment card did not match my personal credit card. I advised that Virgin, as top of the food chain, must have set up a payment process with their 3rd party agent (KIWI) and therefore with anybody booking via this agent, the cards would never match as this was obviously a KIWI card.

Really disappointed in the customer service I've received. Booked a once in a lifetime holiday for my family to go to Disney World Florida and decided to make it extra special and book business classes as my eldest son has a passion to become a pilot. As a family we've been through an awful time and I wanted this to be so special for the whole family. I had a life changing car accident in November 2014 which left me in a coma for 16 days. I woke to find my right arm fully amputated and I'd broken 6 bones in my neck & 4 in my spine. Spent 18 months recovering and wearing a metal frame in my head to support my breaks. I had to learn to walk again and adjust to having one arm. Thankfully with all the care and support from my family and mostly my amazing son who was only 7 at the time, he gave me the push to carry on when I didn't have it in me.

I booked through Delta for three passengers LAX to Mumbai. They got me on Virgin Atlantic as they partner with them. My flight is for December 8. Since Monday they keep changing my London connection with 19+ hour layover. I called to fix it. Spent so far now 10 hours on phone with Delta. They fix it and Virgin messes it again. Last night I spent four hours and Delta rep fixed issues and when I went back to check it is messed up again. At least Delta calls back in 3 hours sometimes it gives option of call back.

We recently booked a return flight from NYC to London DIRECTLY through Virgin Atlantic's website for August 31 at 10 pm. I thought it was extremely odd that it wasn’t showing up in flight status or their website, only on our booking number. I called Virgin Atlantic EIGHT times to confirm and was assured multiple times the flight was going ahead. We showed up at the Virgin Atlantic terminal at 630 pm on August 31 and were told by Virgin Atlantic representatives to go to the Delta counter. We waited an hour at the Delta counter only to be told there was no 10 pm flight even though we had the reservation number. I asked to talk to the supervisor who grew hostile and said she had five other flights to process none of which were mine and I needed to talk to Virgin Atlantic though by that point there were no agents at the Virgin Atlantic counter.

My fiancée was set to leave Hong Kong on June 30. They canceled her flight 3 times and rebooked. Their people in Hong Kong don't even know immigration laws of the UK. She finally left after another 14hour delay on July 1 then got to LHR and her flight was canceled again to Barbados. Now July 3 her flight was diverted for no reason at all. I'm in Barbados and now out over 1000 USD in quarantine hotel for her since Virgin screwed up our time for wedding will not happen due to schedule now. So I warn people don't use virgin if you are planning anything. If you like sitting in airports your whole time and employees that don't know who does what then waste your money with this useless company.

I had flights scheduled when due everything stopped due to COVID. They promptly replied to my email for status on my flights. They kept me posted on their policy and returned my money in full rather than give me credit or voucher like other airlines. Staff I worked with were polite and helpful. I’d certainly fly with them in future.

VA has decided to hold their customers' money hostage instead of doing the right thing. I purchased fully refundable tickets in January for an August flight. VA canceled my flight so I requested a refund. Over the course of many weeks I had to contact them multiple times until they finally agreed to refund my money. I was forced to reexplain all of the details of my situation every time I contacted them. They had my information and knew exactly what was going on so this was a clear tactic to make this experience difficult for me. It has now been 100 days and the refund has not been processed. After contacting them again multiple times over a four day period, they finally got back to me this morning.

Appalling customer service and refund policy, been waiting over 120 days for a refund and it now looks like it won't be happening as Virgin have applied for chapter 15 bankruptcy protection in New York. I will never use them again.

I booked a flight on VA in February for travel in November. In March, they changed my flight where we would land 2 hours and 15 minutes later. This later time would put us in jeopardy of missing our next flight. I called and was able to change back to the earlier flight with no issues. In May, they changed the flight again, canceling the earlier flight. Per their Terms & Conditions they sent me: If the flight change is inconvenient to me, they will refund or re-book. No mention of a fee. This time, they are charging a $275 change fee per person, saying that the time change is less than 3 hours. This is NOT in their Terms & Conditions. It seems to be a totally arbitrary policy that they sometimes charge. We could have chosen another carrier, but heard VA's service is good. VA's Customer Service is awful. They also said it was the travel agency that was imposing the fee, which is not true. How can I escalate this issue with VA?

Travelling international was never a hassle until I experienced this huge drama. Coming from Detroit to Delhi, my baggage was deemed not arrived at the airport. Filed paperworks at the baggage handling section and reported the same to the customs. Traced it for 4 days and no news and then later in the evening got a call that my baggage has arrived and will be sent to me by tomorrow. Happy as a kid started waiting for the bag but not all endings are happy. The next day got a call from an unknown number at 0530 hrs in the morning who confirmed that my bag was with him and he was waiting to board the train at the railway station and the cops would not clear the bag as it contained some liquid courtesy the X-ray machine and said the cop would pass only after taking Rs. 500. All I wanted was the bag and couldn't afford any more delays.

I have booked a holiday with VA to New York. On the arrival to the hotel I had to wait an hour for the "room to be allocated" but after an hour I found out that they didn't have a room for us because they overbooked it. We had to go to another hotel for one night which was dirty and noisy. The next day we had to go back to our first choice hotel. On the arrival home I found out that both hotels without my knowledge used my card to hold the money for those nights for over £500. Horrible experience with VA Holidays. I will not use them ever again.

We visit St. Lucia every year and choose Virgin Atlantic over BA because of the comfort of the Economy class and the high quality of staff. This was before VA was taken over by Delta and decided to buy old ex-Air Berlin A330-200's instead of the previous, newer and more comfortable, A330-300s. Virgin Atlantic customers on this route should now expect comfort standards below Ryanair.

I've been flying Virgin Atlantic for more than twenty years, and have flown in Economy, Premium Economy, and Upper Class. As with all airlines, seat room and on-board amenities have grown smaller, but they are still far more comfortable and service-oriented than any other airline I have flown -regardless of seating class. From check-in to arrival the staff is consistently polite, friendly, and efficient. The food ranges from edible to very good (vegetarian options tend to be nicer). In-flight amenities include hot towels, complimentary snacks and beverages (including wine with dinner), and an outstanding range of entertainment options. The VA experience is so much better than other airlines I've flown that I will sometimes alter my travel plans simply to ensure that I cross the Atlantic with Virgin, even if it means another, extra flight.

Recently returned from yet another Barbados holiday to which the start of it was a big upset. On opening my suitcase I found that the lock had been picked and that 1/2 my clothes had been stolen and some items had been damaged and returned back to my case. We called the baggage department to be told that we were making up a story as there is no way it could have happened and they were not interested at all.