This company is not yet accredited. To learn more, see reviews below or submit your own.
Keep an eye on your inbox, the lastest consumer news is on it's way!
A link has directed you to this review. Its location on this page may change next time you visit.
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.
- 1,568,984 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
Flew with them recently and had an extremely unpleasant experience. Disappointed to find that you now have to pay extra to be able to choose your seat. I paid to choose an aisle seat, but by the time the day of my flight came, they had changed my seat and I ended up in a middle seat. I had also requested a gluten free meal (and they said they would have one available for me), and they ended up not having one available for me.
On the flight home, they tried to charge me 47£ to check my bag, but I didn’t have to pay for my bag on the flight over (and I have a Delta SkyMiles credit card and don’t have to pay for a checked bag). I was able to get them to waive the fee, but they acted extremely unhappy about it. And then on the flight, the stewardess gave the passengers around me so much extra alcohol that they got drunk. Very unprofessional of the stewardess and the airline. I will definitely not be flying with them again. I flew with them 3 years ago and had a great experience, so I don’t know what has happened to cause them to go downhill in the past 3 years.
Recently flew with Virgin Atlantic. In order to make sure we sat together Virgin informed us it was £30 per person each way. Astonished I paid the £240 so we could all sit together. To add insult to injury upon check in we were not checked into the seats I’d paid £240. I contacted Virgin Atlantic who inform me seat allocation is subject to change. SO WHY CHARGE PEOPLE FOR SEATS. ROBBERS. ROBBERS. ROBBERS. ROBBERS.
I travelled in Virgin Atlantic on August 9th from London to Atlanta. First I had a 17hr layover and they didn't provide any food vouchers or accommodation. Maybe that's normal. Second I went to ticket counter to check if my baggages were checked in multiple times. The staff were horrible. No support at all. They liked that my baggage was checked in. It was checked in my flight. I still waiting for baggage almost a week. Imagine families traveling in this airline. I feel bad for them. Please take some action.
Lost my bag at Heathrow airport. Had a flight from JFK to BOM on 2nd June with a layover at Heathrow. System shows bag not scanned at Heathrow and went missing. Airline customer care not helping to find.
I took a Virgin Atlantic Flight to South Africa in March 2018, I flew Premium Economy. On the return flight my brand new suitcase was badly damaged, cracks and puncture all over. I filed a claim of, $79.99, the price for the suitcase. VA accepted my claim, but I have not received the payment after 2 1/2 months.
I booked Virgin Atlantic as I thought the customer service would be second to none... Oh how wrong I was. I was shocked to find that I needed to pay an extra £300 to book seats online for my family. To make matters worse they offer the option to choose a seat online included if I booked after March this year but I still have to pay. This obviously creates a situation where we are less likely to be seated all together, as many people can book seats without the charge. I have been told that an adult will be sat with each child no matter what but we could be separated and could be separated from my 14 year old daughter on a 9 hour flight. They are causing stress running up to our holiday and all because of their greed for extra money after we have already paid thousands.
This was an expensive flight to America not an budget airline where you can understand. I have spoke to several people at Virgin regarding this and they agree that the charge is excessive but refuse to do anything to help or even reduce the charge by any amount. I'm disgusted in them and they need to read their reviews on here as most people are having the same experience as me with poor customer service.
I was a overcharged by agent giving wrong exchange rate for ticket I purchased. When I realized and called back I had to wait a minimum of 15 minutes each time. When I explained agents either did not understand or worse put the phone down on me when I ask to speak to supervisor. When I finally spoke to supervisor she understood and said she would arrange refund. I have waited 5 weeks and made 6 phone calls. Still no refund. I think this is dreadful service. I am a frequent flyer member and have 2 million air miles to spend.
I have been a Virgin Atlantic customer for years now, it is always my preferred company, and every time I get a chance I use Virgin Atlantic, and recommend the company to all my family and friends. In fact, the airplanes and flight crew are fantastic. The same cannot be said about the ground crew, office staff or online services. My specific experience has been beyond disappointing and has shown how very little Virgin employees care for the customers, even when our wellbeing and health might be at stake.
I flew with Virgin on Saturday from Manchester to Orlando, being that Manchester was a connecting airport from my previous flight. Upon arriving in Manchester I had to check into the flight, as it was not allowed online nor could the other airline do it at the airport. When checking in I made a point of highlighting we had luggage and asking the Virgin representative to double check that the luggage would be sent to Orlando, which he pretty much dismissed even though I insisted. Upon arriving in Orlando my luggage and my husband's wasn't there, at that point we opened a case and were assured the luggage would be on the next flight in and dropped at our home the next day or Monday at the latest. It is now Saturday of the following week and I still don't have my luggage.
Throughout this week I have had a terrible experience with Virgin Atlantic's staff. I called the next day, and the next, and everyday I was assured the luggage was located, that it would be on the next flight, and that I would be contacted with updates. Unfortunately even the updates worked poorly, I only received one update from a US representative, other than that I had to either call her and leave voicemail messages before hearing back, or I had to contact the customer service line (located in the UK) directly, which was even more complicated with the waiting time, and less helpful, as call center staff do not appear to care one bit about the fact that I am requesting my luggage to be sent over urgently because I have medication in it.
Eventually, in one of the dozens of phone calls I made, I was informed that the luggage was in Orlando, and that once it cleared customs it would be sent to my home. On Friday morning, and without any of the promised phone calls letting me know that the luggage was through customs and would be sent over via FedEx, I get a call from the management office of my apartment complex letting me know that my luggage had been delivered to the front office. Once I got to the front office there was only one bag, my husband's, and FedEx had not contacted me because the Virgin representative had filled in the tag with the wrong phone number.
At this point I contacted Virgin again, the US representative obviously did not answer the phone, I left multiple messages to no end. I then contacted the customer service line and first no one could tell me where my bag was, then eventually they told me it was with the courier, although FedEx had denied having received a second bag. I asked for help, mentioned the urgency of having the bag delivered as I needed the medication today, and now its Saturday night, there is no indication as to where the luggage actually is, when it will be delivered and no useful feedback whatsoever from Virgin.
On top of this, the excuse I've heard constantly is that I cannot get an update or the tracking number for the delivery company because no one can get in touch with the Orlando crew. I have to say that my luggage has been delayed before with other companies and I never saw this level of incompetence nor such a longer delay anywhere. Right now the blunt disregard for my wellbeing is very clear and I am beyond upset with Virgin and its staff.
I write this review as a word of warning to any passenger using the Delta Sky Lounge at Atlanta Airport. We (my family of 4) had a connecting flight from Cancun to London via Atlanta airport. I was unwell with some gastroenteritis so went to the Delta Sky Business Lounge to stay near the bathrooms 80 minutes before the flight. We waited in the lounge by the flight screens and desk to wait for boarding to be announced so I could get onto the plane without waiting at the gate (to be near a loo). Numerous flights were announced by staff as boarding and the flight screens were updated regularly to show the flights were boarding.
However our screen stated 'on time' since we entered the lounge but no update on boarding at all. We initially presumed some delay in boarding. We decided 30 mins pre-flight to go to the gate to check what was happening. When we arrived we were told that the gate had closed and we were denied boarding. We argued that the flight was not announced by the staff in the lounge or shown as boarding on the flight screens. We were then shown on our ticket which was issued the previous day a boarding time and told we should have arrived at that time. In the end I had to pay $8000 to book 4 one way economy seats back home with another airline.
I complained to Virgin Atlantic only to be told that Delta do not update flight screens (unlike all the other airlines) to state boarding in the sky lounge and the staff always announce the flight last boarding call (which they did not). Virgin have refused any form of compensation and will not allow us to use the missed flights. I am taking this to the Ombudsman as I feel that there was none of the usual expected announcements I have always relied on for boarding flights over 30 years of flying. We should have been told by Delta Sky staff not to expect the screen to show boarding and to arrive at the Gate at the time shown on the ticket an hour before the flight was due to leave to secure boarding. Let this be a warning to all Virgin/Delta passengers.
In November 2016 we used Virgin Atlantic to go to New York. Despite many attempts and customer services also requesting special dietary meals this was not shown on the website. I was advised not to worry and that meals had definitely been selected. The female at check-in could not see any dietary meals had been requested and I was advised to go and find a Manager at Heathrow Airport when we were supposed to be going through Security. This was extremely stressful as you can imagine. The Manager informed me not to worry and confirmed that their new website was rubbish.
This year I am going to Las Vegas with Virgin, yet again. We have had nothing but problems still with this website, some 6 months later. Customer Services keep putting the onus on me and blaming me with an array of excuses. Eventually customer services state that they had booked special dietary meals for us, and yes you have guessed it, it doesn't show on the website again. Every time we tried to update the website with essential information i.e. contact details, it was not accepted, stating that this action could not be carried out.
I sent two screen shots of the website messages to Virgin Atlantic Customer Services to prove what I was saying. Furthermore Virgin Customer Services agreed to select seats one way free for the problems we have incurred for months with this website. Again, yes you have guessed it, the seat selection does not show. The seats that we selected with customer services' help are not selected at all and free for anyone to choose.
Despite many, many complaints to Virgin Atlantic Customer Services I am getting absolutely nowhere. All I am getting is stupid comments like I should clear my cookies, when they themselves cannot carry the actions out and like before it is clear that check-in will not see these actions on their version of the website. So who knows where we will be sitting; I may not even be sitting with my son at all. Virgin Atlantic staff have caused us nothing but stress. I have emailed Richard Branson who does not want to know. I am never going to use Virgin again until they get a proper, decent website. Absolutely disgusting and so stressful.
I quote from one of Virgin's emails. ‘In general, the toilets in Upper Class are for those passengers traveling within this (Upper Class) cabin, however, there are occasions where we allow others to use them. For example, passengers with special needs may be permitted to use them or a passenger who has been injured would be allowed to use these facilities'.
Unfortunately I feel Virgin are being disingenuous regarding this issue. My wife and I paid over £3000 air fare and do not expect to have to compete with premium and economy passengers who definitely do not fit their alleged criteria. The fact is no one was ‘turned away’ from the other passenger sections and their staff informed us ‘We have to allow any passenger to use the toilets’. The issue therefore remains of the non restricted use of the Upper Class Toilets by both premium and economy passengers.
If they were genuine in trying to keep Upper Class toilets for the main use of Upper Class passengers they could simply make the appropriate announcement over the intercom as well as having notices on the toilets saying - ‘Please note these toilets are for the use of Upper Class Passengers only’. I regret I am still very unhappy that after all these years of being a loyal Virgin customer. I feel unappreciated and uncared for by their lack of concern. What is the point of paying over £3000 for our fare if we have to compete with many other non Upper Class passengers for the use of the toilets? Virgin have forgotten that we -'the passengers' pay their wages and are 'the bosses' of the company.
On Dec 18th we made two bookings. One was for four RT flights from NYC to London on their (VA) website April 8 to April 16. The other was similar but different days. Each ticket was around $600. So pretty good price. On the second booking the total price for the tickets were just over $2400. After hitting the confirm button, a computer glitch occurred and the screen froze. I immediately received an email confirming the transaction was completed but it indicated just over $10,600. I couldn't believe it and was in shock. They overcharged me $8198. We called Cust Serv and waiting on the line for 30 min. A very rude man answered, without checking any facts harshly stated each ticket was 2400 British pounds and HUNG UP on us. We went from being in shock to being visibly upset. We called back again, still being polite, waited another 30 minutes, got a nice lady, then disconnected.
Another 30 min wait, another person. She admitted the mistake was on their end and a refund would be available in 7 to 10 days. We waited. It never came. We called again. This time they apologized (gave my daughter mileage to begin smoothing it over) and said would give it priority. We asked for an email with the correct booking info and the correct price as proof of what they told me over the phone. An email finally came. It still had the wrong high price and now (shockingly) they moved our departure day to April 9 (without our permission) to compound the problem more. I just happened to find this new error a few days later, (now more in shock), called them and politely went through the phone wait cycle again, got them to correct the day back and agree to send me an email with correct price and date. Email received, corrected the date, still again wrong price and still no refund.
Next day same long phone cycle... Got a rep. She said she could not issue the correct email. I asked for a customer service email. She gave me the email and spelled it out and I repeated it back. Customer.firstname.lastname@example.org. I sent an email to that address with all info. Waited days, no reply or acknowledgement. Looked up Virgin customer service. Again shock. She gave me the wrong email. It's Customer.Relations.UK@fly.virgin.com. Wrote that, instantly got an auto reply. Now many days later still no email or call back so while they receive all this, they simply don't care to reply. I've been checking my credit card daily for last 3 weeks, No refund after 3 weeks. Yesterday, I called my credit card company and put a dispute on the charge, but only for the amount expected to be refunded so I don't lose the tickets we booked.
Among the very nice people who tried to help me in VA, there now appears to be a general incompetence or unwillingness to refund even if it is clearly their mistake. This now is the worst collective customer service experience I have ever experienced. Our dream trip in April has started with a nightmare experience dealing with this airline. IT is still unsolved now on Jan 12th for this booking.
There is more to the story. Within minutes of the other family booking, I also booked a RT to London for me on a different schedule and not surprisingly the same glitch occurred, and they overcharge by $2000 on that ticket also. Long story short, after two weeks of another set of wait times, calls, hang-ups, dropped calls, nice ladies, 1 rude man, I finally received the refund owed. That one alone was a bad experience, but I'm still trying to clear up the second set of four tickets and get the $8198 they agreed to... This is now beyond the pale and in British speak I'm absolutely gobsmacked by this.
I have Celiac Disease and was thrilled by the way my needs were accommodated. I also liked the areas where one could stand during a long flight. The seats were also more comfortable than in some planes.
I had a flight scheduled from Detroit to Delhi on Dec 16th at 6:15 PM returning Dec 31st. I and my family reached the airport at 4:pm and while checking in realized that we were missing my daughter's old passport which had the India visa stamped. The cut-off for check-in time was 5:15 pm. I asked a friend of mine to bring my daughter's passport and met him halfway to collect it and reach the airport at 5:28 PM. The Virgin Atlantic supervisor at the check-in counter denied my family to check in and said we're too late and they'll work with Virgin Atlantic to book me in the next Delta flight (DL 18) which was at 10:32 PM so that we can make the connection in London to our flight to Delhi. They were able to find seats on Delta flight and talking to Virgin Atlantic to finalize the details.
After multiple calls with Virgin Atlantic reps and waiting for about 45 minutes the Virgin Atlantic supervisor told me that We could not go on the Delta flight because Virgin Atlantic refused to release the ticket to Delta. I then called my travel agent to ask for my options and after talking to them for 3 hours (and them talking to Virgin Atlantic) they found a flight for me going from Detroit->London->Mumbai->Delhi for Dec 17th. I agreed to take that flight and after waiting 30 minutes for confirmation my travel agent advised that Virgin is not allowing them to book that flight because Mumbai to Delhi flight was not Virgin Atlantic. After another 2 hours they were finally able to re-book me on a Virgin Atlantic flight on Dec 21st 5 days after my original departure of Dec 16th. My travel agent CheapOair also charged me $4100 extra to re-book my flights (of which I'm told $2318.16 went to Virgin Atlantic).
As a result of that I had to cancel my flights within India between Delhi and Mumbai which cost me additional $350 in re-booking charges. Had Virgin allowed me to take the Delta Flight at 10:30 PM on Dec 16th and charged me appropriate fees, I'd have been able to maintain rest of my journey. They have caused me and my my family financial and extreme mental anguish which should be compensated. Virgin takes no responsibility and doesn't even want to discuss with me the situation leave aside. Very unfriendly customer service and utter disregard for their customers.
I was passenger travelling from NewYork to London and London to Delhi. I am a passenger needing wheelchair. It was very shocking and to my utmost surprise that when our plane landed at London there was NO WHEELCHAIR was available. The staff was VERY RUDE and they asked me to go to the place nearby where wheelchair was placed. There were four passengers needing wheelchair, one myself (Business class) and other 3 passengers were through ordinary class.
I was asked to go to the other place and even there was NO ASSISTANCE for baggage when I was crossing through security to go to the different gate. I had baggage which was also quite heavy and I was not able to carry. In fact, I was ripping because I was neither getting any help from Airport staff nor from Virgin Atlantic. Sorry to mention but this type of service I have never seen by any other airline. I thought that Virgin Atlantic is one of most premium airlines and they would have better courtesy but my impression was ABSOLUTELY WRONG.
I have traveled by the other airlines also and would find that Cathay Pacific is the best when you land at Hong Kong, at the exit of the plane one gentleman is waiting to receive you with wheelchair and throughout they are helpful. Even other airlines like Jet, China Eastern, Air India are much better. Next best would be Emirates. I have traveled many many times and they are very very cordial, helpful and extend full cooperation. Once I landed at Pusan airport by China Eastern and staff was just waiting to receive me and throughout they were very helpful.
In your case this time when I asked Virgin Atlantic for help the answer I got from your staff at London Heathrow airport that airport staff is responsible and they are service provider not Virgin Atlantic. I TOTALLY DISAGREE with this type of stupid answers given by your staff at Heathrow airport. Under the above situation I need to claim damages from you for suitable compensation. I have suffered a lot and because of back pain even I had not been able to work for almost 5 days. This was ONLY on account of IRRESPONSIBLE ATTITUDE of Virgin Atlantic. If I don't get any satisfactory reply through you about damages/my claim, I will have to proceed with a different action plan. Thank you for your understanding.
I have a long running dispute with Virgin Atlantic. I cancelled the first flight of an Upper Class ticket (family emergency) and Virgin have repeatedly refused a refund. They claim that because I missed the first flight they cancelled the return flight. As I paid for two flights there is no reason to not return the unused portion or allow an alternative booking. I took up the claim with the CAA but Virgin refused to cooperate with them. The policy of Virgin Atlantic is a con. Virgin just keep all the profits and offer nothing in return. I am now pursuing a claim through the EU. BOYCOTT Virgin Atlantic until they stop this policy. If anyone from the CEO of Virgin Atlantic Craig Kreeger's office read this the reference is **. The ticket was booked through Trailfinders UK who say this is nothing to do with them and all the fault of Virgin.
I flew to London Heathrow. Unfortunately someone else picked up my bag. But, that person returned my bag to Virgin within a day and a half. Virgin completely failed to deliver my bag to me so that I was on vacation for 10 days without my suitcase!! The incompetence of unable to deliver my bag was unreal. The real horror of it all is they have denied any reimbursement for my 10 days without a bag. They claim that since someone else originally picked up my bag, it is not their fault.
What they fail to understand and this is where the absolute terrible lack of customer service, is that they held my bag for 8 days. Yes, I understand for those couple days when someone else takes my bag, they will not reimburse, BUT what about all those other 8 days!! Really? Unbelievable. Not only do I have clothes expenses but also cell phone charges because had to constantly keep it on hoping to get a good update from Virgin. I had to call them daily and incur international phone charges. They never called me. Not flying Virgin again.
My 16 y/o daughter was travelling this Wednesday June 8, 2016 to Ghana, West Africa as part of her school project. She left at 7:00 a.m. SF. The flight was suppose to JFK at 3:00 P.M. E.T. and the connecting flight was with Turkish Airline at 6:40 P.M. We had followed the itinerary that was suggested by the organizers. The flight arrived at 6:40 P.M. and my daughter informed the crew of the flight to contact Turkish Airline to inform them about the delay but they ignored her. We had made several calls to Virgin Airways asking them if they can make some arrangements since the next Turkish Airline is the same time next day.
I may add Turkish Airlines charged her additional $675.00 to rebook for the next day flight. Virgin Airways employees had lied to us on several occasions, suggesting the delay is for the reasons beyond our control. Initially, they had told us, the delay was due to weather. When we had told them that can't be the case, they change their position to be mechanical failure. That meant my daughter had to spend at Starbucks for 36 hours. This is the ultimate of any parent. The entire time we were treated like dirt. If you a person of color, stay away from Virgin Airways. Trust, we know what we are talking what.
After booking a flight from JFK to London Delta -- code shared with Virgin Atlantic, when it came time to check in, the website informed us that we could not check in using the Delta website but had to go to the airport to get our boarding pass. Having gotten used to the seamless, smooth and technologically up to date world of Delta, this is a throw-back to the dark ages of technology on Virgin. Travel is enough of an unpleasant experience that additional, unnecessary impediments are to be avoided. Last time we'll fly Delta to London on Virgin.
My bag didn't make it on my flight on Wednesday and it was known before the flight left Heathrow - however - I had to find out by scurrying around JFK to find out what was happening and thereafter followed a long list of false information, no information and misinformation, which resulted in me thinking the bag was about to be delivered any minute and therefore I didn't purchase stuff and get on with it. There is no ownership with any one person to help me get across this line. Virgin is treating me like no customer I have treated in my professional life and I think people should start to vote with their feet. They just don't care!
We have been trying to use our air miles at Virgin for an upgrade. All throughout Virgin site it boasts and brags about air miles and their use but when you try to use them it's a no. The site says you can get an upgrade subject to availability. In normal English one would understand that to mean that if seats are available then you could upgrade to one.They use this subject availability term all over the site - BUT tucked away in the small print it says that mileage seats availability is at the sole discretion of Virgin. In other words you do not get to upgrade unless we say so and that will usually be towards the fight date when we know we can't sell the seat. Frankly we the customers are being misled to believe we can use our air miles easily which is frankly wrong.
How many of us have not been able to use our air miles? On top of all this one must question the whole system of air miles. Presumably once the miles are issued they become a liability in the company accounts which means they reduce the company profit which means the airline pays less tax. Over the years this liability must get to a very high figure which will never in fact be expended because we can't get to use our miles in the first place because the airline stops us and controls that expenditure. In other words it is a massive tax saving to the airline. Perhaps the Government should investigate these schemes where we are it seems given a gift that cannot be used whilst they get tax saving on that same gift that will probably never be used. I have found that frankly I have been misled by the site and I am sure thousands more have too. The travel industry should investigate this too!
My problem with Virgin was fairly trivial but it has revealed a couple of interesting points that might relate to some of the previous posts. I found that if you are booking flights with Virgin it can be a lot cheaper to make the booking through the Delta website. Apart from the fact that it's a much easier booking process, Delta don't add 1.5% credit card surcharge to everything and in some cases you'll find they are still selling off heavily discounted seats that Virgin themselves have sold out on. The difference can be pretty impressive.
I've just booked flights for a trip in March and the whole package (including Delta Comfort+ on three legs of the journey) was less than the quoted basic Virgin economy fare. Using the Delta booking I was then able to reserve an exit seat on the only Virgin flight for $65. The other bonus if it anything fouls up in the USA I'll be dealing the Delta agents not Virgin.
As for poor customer service? Sadly, that's just typical of all UK airlines. If it's any consolation BA are far worse. The airline attitude to passengers here is that they are simply 'walking cargo' and until that changes your experience flying on any UK-based airline is likely to be less than satisfactory. I've just flown on a BA transatlantic route that was so short-crewed. The passengers in the exit rows (I was in one) were told they were in charge of evacuation in an emergency - the crew jump seats by the exits weren't occupied.
We were travelling from South Africa via London to Miami. On arrival in Miami we were notified that our luggage has been left behind in London and we would receive in the next day or so. We were also advised to use 100 dollars per person to buy all essential things needed! Our luggage got delivered to the hotel where we staying in about 4 days later after our departure and were unfortunately not present when it got dropped off! Luggage was returned in an unacceptable state for an airline like Virgin. The bottom of the suitcase was destroyed .The wheels were torn off and the base was broken. The second item of luggage was a backpack. This was wet, as were the contents of the bag. The locks, inner lining and zips were all broken and there were items missing from the bag as well!
We contacted the baggage services with all necessary papers within the time frame but had maybe 2 replies and solution and that after over a year of the incident! My travel partner is travel agent as well and has never seen or heard of anything similar. Consequences are for myself that I can certainly not recommend an airline like the aforementioned and that I will never use them again!
After my previous posting, Delta gave me my SkyMiles benefits for the Virgin Atlantic portion of my trip: miles, medallion miles, and medallion dollars. Thank you, Delta!
I complained directly to Delta and got results, but I do not know if I ever would have seen those benefits without filing a complaint. My only complaint now is that Virgin Atlantic does not fully honor Delta's baggage policy when it comes to certain levels of SkyMiles membership (extra bag for Silver booking with Delta's AMEX card).
Virgin Atlantic did not honor Delta's baggage allotment and I received neither medallion qualification miles nor medallion qualification dollars for the Virgin Atlantic portion of my flight. The people at the Virgin Atlantic check-in/baggage check counter were not helpful at all! I later found out that the baggage rules were at the bottom of my six-page receipt. I could not choose my seat or check in through Delta's Website and also had to pay Virgin Atlantic to pre-book a window seat (bad hip - helps to lean against the wall). So far, I have not received any Delta medallion qualifying miles or dollars for the Virgin Atlantic leg of my trip. The next time I fly Delta, I will make sure not to book any portion of my trip on a Virgin Atlantic flight unless it is the only way to get me to or from where I have to travel on time.
Traveled twice on Virgin Atlantic from US to Scotland. Both times luggage was lost resulting in a HUGE inconvenience and disruption of our trip. The airline misrepresented multiple times as to when the luggage would be delivered. We were informed by the rental car company that this is an ongoing issue. I strongly recommend other airline choices unless you absolutely have to fly Virgin Atlantic.
Virgin Atlantic expert 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.
Best for: Business travelers, holiday travelers and vacationers who have international destinations and long-haul flights.
Virgin Atlantic Company Information
- Company Name:
- Virgin Atlantic
- Year Founded:
- 75 North Water St.
- Postal Code:
- United States
- (800) 821-5438