Virgin Atlantic

Virgin Atlantic

 3.6/5 (466 reviews)

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Overall Rating3.6 out of 5
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Virgin Atlantic Reviews

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Page 1 Reviews 0 - 10
Verified Reviewer
Original review: March 29, 2023

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.

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Verified Reviewer
Original review: Oct. 30, 2022

The worst experience I have ever had - not only was the flight expensive, it was delayed by 3 hours without any communication as to why, bags were lost, the staff did not care, customer service is all an automated bot - it takes several failed trips to the airport with ZERO responses - and NOW it's been over 3 months and I still don't have my compensation!! Biggest mistake ever and I hope this review helps people to not make the same mistake I did - DO NOT FLY VIRGIN ATLANTIC - save yourself the hassle and mental anguish.

2 people found this review helpful

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    Verified Reviewer
    Original review: Sept. 20, 2022

    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!

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    Verified Reviewer
    Original review: July 17, 2022

    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.

    3 people found this review helpful
    Verified Reviewer
    Original review: March 21, 2022

    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.

    The staff appeared to ring a manager and proceed to tell me as the card numbers didn't match I was a security risk and couldn't board the flight. The virgin staff then went on to say if I gave them more money I could board the flight (I asked how this would stop me from being a security risk and they had no answer). I had no alternative other than to pay the demand (£591.90). Immediately after I arrived at my destination I sent a formal complaint. There have been many emails in the past 15 months where Virgin have tried to deflect me back to KIWI when it is in fact Virgin who have taken my money.

    I have also put great effort into getting KIWI to reimburse me: Internet searches suggest KIWI are a scam and I am now having to go legal. This legal action may cost me more than I can recover, however I feel that Virgin are playing on this in order not to repay those who have been cheated by this system that they themselves have set up. As such, on ethical grounds, I am prepared to lose money.

    2 people found this review helpful
    Verified Reviewer
    Original review: Oct. 29, 2021

    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.

    This holiday has taken so long to save for, I've planned it to a tee and was so looking forward to it. Prior to booking I explained I now have twins who will have just turned two. The seating plan was vital for us as they'd be in their own seats. I didn't want them to be away from us and unsettled and further more unsettle other passengers. We asked for the seating map prior to booking and we picked the flight and aircraft that suited our seating needs. At no point was we told this could be changed. I then get an email from ocean Florida to say Virgin have not only changed our seats but changed the aircraft and we needed to book new seats. I logged on to find that no seats on this aircraft are next to each other which means my twins will be sat alone during take off and landing and I know this will only end badly as they will be very upset and scared.

    I asked if we could change to another airport to get a different aircraft and was told yes for an unbelievable charge of £1400 per person. I was disgusted they could ask us to pay this. There are 6 of us travelling and virgin have changed this and didn't bother to notify me. The booking company did and now they want £8,400 for changing to a different airport???? I tried to call virgin customer services and after two hours on hold got cut off. I then emailed and after almost two weeks no reply so I emailed again. Received a phone call saying nothing they could do. I'd need to pay if I wanted to change. I could have cried. This has ruined our trip. I asked if I could speak to a manager and was told there was nothing that could be done and he couldn't contact a manager? To say I'm upset is an understatement, I thought booking a flight with virgin would be a pleasant experience but sadly this has been far from it.

    It seems they really don't care about their customers at all and I will not book with them again. We are flying from Manchester on the 10th of January until the 20th and I sincerely apologise to anyone in advance who is on the flight with us and know we've done everything we can to try and resolve this but sadly virgin don't want to know and I don't have an extra £8 1/2 grand to spend on changing the airport after saving 17k for a so called dream holiday for years. Never again.

    4 people found this review helpful
    Verified Reviewer
    Original review: Oct. 7, 2021

    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.

    Virgin I was on hold today for two hours and I hung up the phone. They don't even give you a time frame of how long you will be on hold. I went online and they have tickets online for more than $7000.00 for economy. I think they want me to cancel my tickets so they can sell them again for $7000.00. Anyway I was able to contact Delta and said I cannot go through this again. Cancel tickets and I want a refund not credit so I can try another airline. Delta has canceled it however I don't see any email yet regarding my refund. I hope this is not going to be another nightmare collecting my funds.

    3 people found this review helpful
    Verified Reviewer
    Original review: Sept. 6, 2021

    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.

    We asked one more Delta agent who said there was no 10 pm flight to LHR at JFK. This was a very important trip for me. I hadn't taken a break from work since May 2019. I had not seen my family in the UK since January 2019 (including my mother who has M.S.). We got a hotel at the airport and stayed up until 2 am because that is when the Virgin Atlantic phone desk opens in the UK. After being put on hold for an hour we managed to get booked onto a flight the next day at 8:15 am. However, because the trains to my mother's in Lincolnshire stop running at a certain time of night, we had to book a hotel in London and catch a train in the morning.

    I am now stuck in a loop with "customer service" at Virgin Atlantic who refuses responsibility stating that they are just the marketing people and the flight was operated by Delta. Delta is stating they are just the flight operators and Virgin Atlantic is the agent. Neither will offer apologies or compensation for the hotels. I will not be using this criminal organization again.

    6 people found this review helpful
    Verified Reviewer
    Original review: July 3, 2021

    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.

    7 people found this review helpful
    Verified Reviewer
    Original review: April 1, 2021

    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.

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    Virgin Atlantic author review by Erika Armstrong

    Founded in 1984 by Richard Branson, the owner of legendary record label Virgin Records, this airline started with a single plane. More than three decades later, Virgin Atlantic is now the second-largest long-haul airline in the UK.

    • Comfortable business class: The award-winning business class seats in the Upper Class Suite turn into the longest and most comfortable flat bed in the category.

    • Eco-conscious: Virgin Atlantic recently retooled their fleet with the addition of 15 new planes that use 27 percent less fuel per passenger.

    • Travel worldwide: Virgin Atlantic offers flights to more than 200 destinations around the globe.

    • Free baggage allowance: Depending on the type of ticket, passengers on Virgin Atlantic can check up to two suitcases at no additional charge.

    • Free cancellation: Last-minute flights, anything booked within seven days of the travel date, come with a 24-hour cancellation window for a full refund.

    by Erika Armstrong Airlines Advisor

    From the front desk of a busy FBO to the captain's seat of a commercial airliner, Erika Armstrong has experienced everything aviation has to offer. She is the author of A CHICK IN THE COCKPIT and her aviation articles can be found at Consumer Affairs, Plane & Pilot,, Disciples of Flight, NYC Aviation, Contrails, Mentor, General Aviation News and Business Insider.

    Virgin Atlantic Company Information

    Company Name:
    Virgin Atlantic
    Year Founded:
    75 North Water St.
    Postal Code:
    United States