About Virgin Atlantic
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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.
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.
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After 5 months and endless texts (the only way they would communicate), the refund came through. They tried to get away with refunding only a portion of the total ticket price. I had to spend another month fighting and waiting. In the end they did refund the full amount but the effort I had to put in was unbelievable.
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.
I was informed that my transaction will be processed within 20 days but it will take an additional 21 days to reach my account. That will be five months since my request was approved. An electronic return takes minutes to initiate and hours to land in the account. I have never experienced such blatant disregard for customer service and satisfaction. They were happy to take my $5000 well in advance. After canceling my flight they are doing everything they can to avoid refunding it. Even though they made it very difficult, I was patient in the beginning because of Covid. Adding an additional 21 days to the already unreasonable timeline is taking it too far. They no longer care about their customers. I have flown with them many times but my suggestion would be to avoid this airline in the future.
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.
So, asked him to bring it and would pay him the desired amount. Upon the arrival at the station, I found out the stroller of the bag was broken and the TSA lock was opened and there was a manual ziplock on the bag and I was like how dare the airlines could do this. Called the baggage handling section and told them everything and they even talked to the person who delivered the bag and he then returned the money but to my surprise this guy was so stubborn that before leaving he asked me for money... "Sir Chai Paani Doge ya phir Sukkhe Sukkhe," (Sir you should pay me as you got the bag or are you planning to send me just like that). I was fumed by now but still gave him Rs. 200
The main struggle started after this. Kept calling the baggage handling section and all I was given a reference code for the report they raised in which the damage to the stroller was mentioned and they also told me if the lock was opened then there would be a paper from the TSA section. So, I told them will let them know the next day. To my surprise once again when I opened the bag later in the night, there was no paper from TSA and also one item was missing (box of deodorant, shower gel and aftershave from the Body Shop) which was a gift from one of my friend's. Called the baggage handling section the next day and they just don't answer.
I was harassed by the airlines, their staff, the person who delivered the bag and now tomorrow will file a complaint on their website and I as per the rights of an individual seek compensation for all the loss including the wait time for my bag, the harassment caused by the employees of the airlines and by the person who delivered the bag. And I wish to mention that this was my last association with this airlines and won't recommend anyone to book with them. Thanks, Nitesh.
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.
- Seat pitches in Economy are now just 30 inches in economy on the A330-200, and dangerous for the unsuspecting 6 feet person. The narrow pitch also makes viewing the entertainment screen difficult for long sighted folks.
Thanks to the still excellent cabin crew, we were moved - except that there were new problems with the new seats.
- The screen and personal light did not work in the bulkhead seats to which we moved. Neither did they work in a third seat we moved to.
- The A330-200's inadequate climate control. Due to the down draught, we were subject to Arctic conditions, as was of the cabin. Meanwhile, other cabinets and the back of our cabin enjoyed ambient conditions.
The Economy manager attempted unsuccessfully to resolve our problem but his actions only made the ambient parts of our cabin, and other cabins, too warm. So, not only has VA/Delta imposed a poor second hand aircraft on its passengers but also one poorly maintained. Why VA/Delta thinks it acceptable for its Economy passengers to sit for 10 hours in their coats, jumpers, hats, and blankets is beyond us.
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.
We finally had contact with Virgin HQ a week later to be told that "NO SECURITY IS FOOLPROOF." I found this more upsetting than the suitcase being tampered with, because as a customer of Virgin you expect their security to be very secure especially with how the world is today. My point to them was if someone can get into my suitcase and take items what could someone with ideas put into a suitcase. There is obviously a big breach of security within Virgin Baggage Department of which they need to take a serious look at to ensure that those thousand of people who use the service are being protected. It's not much to ask for when you are traveling to your favourite destination with Virgin Airlines.
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.
Virgin Atlantic Company Information
- Company Name:
- Virgin Atlantic
- Year Founded:
- 75 North Water St.
- Postal Code:
- United States
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