Virgin Atlantic
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Virgin Atlantic

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Last updated: Sept. 4, 2017

89 Virgin Atlantic Consumer Reviews and Complaints

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Verified Reviewer
Original review: Sept. 4, 2017

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.

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Verified Reviewer Verified Buyer
Original review: June 24, 2017

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.

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Verified Reviewer
Original review: Feb. 5, 2017

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.

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Verified Reviewer
Original review: Jan. 12, 2017

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. 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 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.

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Verified Reviewer
Original review: Jan. 5, 2017

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.

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Verified Reviewer Verified Buyer
Original review: Dec. 19, 2016

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.

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Verified Reviewer
Original review: Dec. 13, 2016

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.

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Verified Reviewer Verified Buyer
Original review: Dec. 2, 2016

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.

Verified Reviewer Verified Buyer
Original review: Aug. 20, 2016

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.

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Verified Reviewer
Original review: June 11, 2016

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.

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Verified Reviewer
Original review: May 16, 2016

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.

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Verified Reviewer
Original review: May 13, 2016

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!

Verified Reviewer
Original review: April 13, 2016

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!

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Verified Reviewer
Original review: Dec. 24, 2015

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.

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Verified Reviewer
Original review: Nov. 25, 2015

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!

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Customer increased Rating by 2 stars!
Verified Reviewer Verified Buyer
Resolution response: Sept. 21, 2015

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).

Original review: Sept. 12, 2015

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.

Verified Reviewer
Original review: Sept. 4, 2015

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.

Original review: Aug. 23, 2015

Cairns, Australia - Virgin Australia. Slipped on wet mat going to plane. Lost my job which paid 127k a year, offered me 50k. Has been 3 years already. Have to go to court. That's a insult to my working life. No help from bhp and union. They say we don't try hard enough. This is why.

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Verified Reviewer Verified Buyer
Original review: Aug. 18, 2015

Spent over £1100 for a return flight to Vegas for a trip of a lifetime. Booked my window seat a week in advance as I suffer from claustrophobia & anxiety. When I got to the airport they decided to change my seat with no notice & sat me on a different row from my family. Then they wanted to put me on a later flight that was grounded from the previous day because of a dodgy wing. Their aircraft is very old & have not been updated for about 20 years! Staff were rude & refused to help. Had to endure 2 hours delay then 9 hours of hell on the plane. Complained when I got back. They tried to fob me off with some vouchers that I will never use! Lynda from customer relations phoned me, offered no solution then started shouting at me down the phone. When I asked for a copy of the call, it suddenly disappeared! Horrible, horrible company. They used to be so good. I've even met Richard Branson who was a lot more polite to me than his staff!

Verified Reviewer Verified Buyer
Original review: Aug. 4, 2015

My daughter Tshiamo ** was flying with Virgin Atlantic from Johannesburg to Chicago Illinois O'Hare airport. She is 17yrs of age thus she was classified a minor in the airline. This way she was allocated a child minder from Johannesburg to Chicago. Coming back at O'Hare, they said USA cut off minor age is 16 thus she will travel alone from O'Hare to London. I expected her to have a minder from Heathrow to Johannesburg but that was not the case. When she landed at OR, Tambo, she discovered that her luggage bag is been ripped off, the inside and outside zip has been broken and the lock is in situ still locked. The case had an orange Virgin Atlantic tape around it written" checked baggage" and the case is inserted in a plastic bag.

This is disturbing because if there was anything the airline was querying or suspicious about, I feel she should have been there when her bag gets ransacked and her clothing items being roughly shoved into the bag as anything which she did not pack could have landed in that bag e.g. drugs or any illegal stuff and she gets implicated in something she did not do/know. Her shopping she did at Chicago is not in the bag. When we get to open and check the bag on arrival at home, a pair of her shoes is missing and she got 1 shoe from the other pair.

I'm disappointed by this and will think twice to fly Virgin Atlantic again or refer anybody to fly with your airline. My daughter was so excited and looking forward to this trip. Going, she was fine and happy and the care she got from the crew who flew out of SA with her was amazing but after leaving Chicago, she was not impressed. I've lodged a complaint with the customer relation and got automated message that someone will get back to me in 14 days. I haven't heard anything from anybody up to date 16 days down the line.

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Original review: July 28, 2015

Virgin Atlantic and Delta check in in London Heathrow was chaotic. Before get in line to the check in counter, passengers have to get through security check in. However, the check in stand is set up in a way travelers can easily miss it. No one will stop you when you pass through the security check in. You only find out after you wait a long time and get to the counter. Now you have to go back to the security check in. And they ask silly questions like what do you do? Where do you live? Describe your neighbourhood. Where are places to go in your neighbourhood? After going through this, you have to go back in line to check in - yes, they want you to wait from the beginning again. After that the check in counter tells you that you have to check in from the machine first. Then you back to a machine, check in and get in line again! Very poor management.

Verified Reviewer
Original review: July 25, 2015

Horrible Customer Service! The airline damaged my 1 year old son's stroller on my way to a vacation destination. At the airport they assured me that the issue will be resolved as soon as possible. However, it has been 3 months already and I am still waiting for a refund. Throughout this time, I emailed multiple times and I get a response each time after 2 weeks. I am very disappointed at how they handled this issue especially that it is their crew who mishandled and damaged my stroller. This is just beyond outrageous. No explanation, no keeping me in the loop of what is happening, 3 months has gone by and I have no money and no stroller.

Original review: July 16, 2015

I try to figure out why I can't print my boarding pass on my second leg of my flight with British Airway. I called customer service and was camp on some noise elevator music for about two hours. I don't know if Sir Richard Branson ever listen to your own on call music. It sound so distorted that nothing can be understood. Lousy message plug British accent make the message impossible to understand. Richard, try dialing into your own customer service and find out what a screw up operation you have. Sadly it was great 20 years ago when we tried it but it has evolved into some of the worst experience I had. Thanks a lot to Sir Richard Branson.

Verified Reviewer
Original review: July 15, 2015

I have two complaints, but will list them separately... On a transatlantic flight, Virgin's baggage handlers broke our stroller by bending the frame on the right rear wheel so stroller can't be pushed straight or without enormous effort now. They also lost our cup holder attachment and a bag that went around the handles for storage. I made the claim at the baggage desk with a person named Gerald and he said to call back in 7-14 days to see about the status, but usually 'they just say to purchase a new one and submit the receipt.' I waited about 10 days and called the 800 number he provided me with.

The person I spoke to, named Ian, told me that a claim was never made and that they only allow claims made within 7 days. I DID make a claim, or I thought I had, as that was what the person at the airport told me. I'm now having to submit the claim by email (hoping I still held on to my ticket and luggage tag, which they require as additional proof) along with the receipt for my purchase and an estimate for replacement. Ian (who claimed to be the only manager available at the time of the call) was defiant that they only accept claims sent within 7 days but I could try to email their baggage claim team anyway and they would investigate it.

I am so livid with this, given all that we spent to fly premium economy so our child could meet his British relatives, to have his stroller and my trust in Virgin completely ruined. I doubt I will hear back from anyone at Virgin but I wanted to put it out there as I hope no one else has to suffer like I did. And last but not least, I would have forgotten all this and put it behind me if I had our claim handled as I was lead to believe it was, and we had our new stroller in hand.

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Verified Reviewer
Original review: June 16, 2015

Flying from Heathrow to Delhi on 15th of June 2015. On Virgin Atlantic VS300, we waited for a good two hours where they first said the flight got delayed and then they said it’s cancelled. We were patient and alright, in the Virgin Atlantic lounge they were all very sweet and apologetic but once we got out of there we were just being passed on. Business class passengers were given no priority. I'm sorry but we do pay a hell of a lot for your tickets. We had to wait for the coaches to arrive to take us to the Hilton hotel in terminal 5. We had to carry our own luggage. It was 1 at night we all were tired and I'm sure your ground staff was not expecting this either but some priority or consideration should have been given.

On reaching the hotel there was no one from the Virgin Atlantic staff to help us. We had no water or food as some of us were really hungry and thirsty. I had to pay 4 pounds for a small bottle of water at the Hilton hotel. There was no one and I repeat NO ONE to help us with our luggage, leave the younger generation the older generation who were anyway so worried were taking their bags off the bus on their own until some of us helped them. A family did not get a room until my father went and gave them our room as we had taken two and ended staying in one. Night ended at 3:30, after being at the airport for hours.

Some of the passengers flew to Delhi in the morning on British airways, while some of us are flying the night Virgin flight same time as the cancelled one. So we woke up in the morning and were asked to check out... hello?!! Our flight is at 10 PM we don't want to sit at the airport from noon! On calling the Virgin services from the hotel they said we can pay for the stay and they will reimburse it but it's a long procedure... I'm sorry Richard firstly I don't want to pay for my day stay and secondly I don't want to go through the process of reimbursement. I have been travelling Virgin Atlantic since the past 4 years and it's been very good and I thoroughly enjoy my time on the flight, but this was really not expected the way we were treated was absolutely upsetting. There was no care given to any of the passengers from first class, premium economy or economy.

Priority should have been given to the older generation and the first class passengers as we are paying you a lot for this, for when a flight is cancelled how it should be your responsibility to take care of us in a better manner, how our luggage should be taken care of, how there should have been assistance given to the elderly. I really feel as my money has gone to waste. I understand it was last minute and was chaos for everyone, thanks for the place to stay but I've really been disappointed and Mr. Richard Branson you really need to fix a plan on what to do when a flight is cancelled. Really really was a bad experience for all of us travelling to Delhi on VS300 as we were not looked after at all and were left in the lurch.

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Original review: May 15, 2015

I will post the full analogy after I get some rest, I've been standing for 3 hours, a Service Manager telling me I will not be booked onto my flight and I will have to just make a plan till Monday when offices open. I feel like a criminal, but I've never committed one before. I have followed Richard Branson's ideology and loved his work, but I will not be associated with this flight again, or recommend anyone I consider a friend or family ever again. It's for this reason that I haven't shared my real name here, but I will be vocal in sharing this message. I feel humiliated and incriminated, and I will make sure this experience is shared on all my social boundaries. **, thank you. I'd rather be another airline's customer.

Verified Reviewer Verified Buyer
Original review: April 27, 2015

My daughter just got out of the military in January. She wanted to take me on a trip of a lifetime to London for many reasons. I recently became a widow very unexpectedly and I also have MS are among the biggest reasons. We had so much time to make up for and we know how precious that time with the loss of my husband, her father. We also the lost my mother in law, father in law and my father all within 18 months. I have had nothing but a run of bad luck ever since. People tell me what a strong person I am getting through. I got my Visa and we decided to book on Virgin which seemed like the way to go. Seemed classier than the rest. Because of my health we wanted to make sure our seats were together.

Get this. After you book the flight then you find out you can't pick your seats! If you wanted a guaranteed seating together it will cost $40 for each, each way. In other words $160. Should have known then this was a bad way to go. They make it sound so good that all of your food and beverages are included. My daughter just wanted to get me away from it all and enjoy time together. We had so much time to make up for. Well, our flight out of CLE was delayed three times and we called Virgin's customer service line, which takes forever to get through. The lady seemed very helpful at the time. She said if we missed our flight they would reschedule us. That's all she said.

We landed in Boston at 9:41 pm. Our London flight was leaving at 9:50 pm. By the time we got from Concourse B to E, there was no one at the Virgin counters. We continued to the game anyway. No one there to assist. All went home right away. We were stuck overnight in Boston. Called Virgin first thing in the morning. Found out that they could rebook us on the same flight that evening for $1500.00 more!!! Well, we showed up at the ticket counter that evening and explained we should have a booking, then only to find out they lied again and it will cost $3000.00 - Yes, $1500.00 EACH! We were crushed, no exceptions of any kind. We even asked then for a refund. They said they could try but do not know if it would go through. This is robbery in every sense of the word. Even a military person who has served this country.

We never went to London, lost out on our hotel $$, Convention ticket money. Lost a lot of money on this dream vacation of a lifetime. If you have two empty seats from one night that were paid for but were able to get them on the next night's flight, I do not see how they think they lost money. And I would be they probably filled up those two seats the first night. We paid $1640 together for our tickets. Now you are charging up Upper Class prices for economy seats. Are you crazy??? Went from "We can reschedule you" --- to "It will be 1500.000" -- to "It will be $3000.00."

Never ever again and never will recommend Virgin to anyone. Was so looking forward to their top of the line treatment in any class flown. There was a British Airways flight leaving at 10:30 pm that first night and gentleman at the boarding desk was so much nicer to us when we stopped to ask him a question. We so wish we went with them and we would have been on our way to London. I am more devastated for my daughter and her dream of taking her mom on a trip of her lifetime. If only Sir Richard Branson knew how his employees are representing him. I can't believe he would put up with it. More bad unsettling reviews will hurt his business eventually. London will always be there. Don't know if we will ever get another opportunity to plan a trip like this. If we can, I don't want to be going in a wheelchair. Sadly disappointed.

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Verified Reviewer Verified Buyer
Original review: March 27, 2015

I didn't think it was possible to get worse customer service than Ryanair, but Virgin Atlantic have gone and done it. This is the absolute worst customer service experience I have ever received. After changing my flight by 3 hrs 10 mins and changing my elderly mother to a different flight from the rest of our family, I have been told that they will do nothing to help us and we have no choice but to accept the changes as they are under 5 hours. I have read and re-read the COCs, and article 9.1.3 states that if a significant change is by the airline, they will change us to a flight convenient for us or a full refund. However Virgin customer services seem not to deem 3 hours 10 mins significant enough, even though it means I will get in too late for a meeting I can't change and mess up the rest of our travel plans, as well as my elderly mother now has to fly alone and get in 4 hrs before us on a Delta flight.

On top of that, as if that isn't enough, I have been on the phone to their so-called "customer services" for 2 days straight. I have been referred to other depts and agents, been quoted misinformation and irrelevant information, I have been hung up on 3 times, been told that I cannot speak to a manager by two separate agents (apparently managers don't want to deal with complaints from customers at Virgin) and been lied to by Virgin representatives. I was also told by one of their agents that they only have a fleet of 40 aircrafts as opposed to BA who have a fleet of 400 and I should have flown BA. Strange thing for a customer service agent to say to a client.

I thought Virgin was an airline which prided itself on its customer service and experience but I have to say this is the worst I have ever been treated by any company. I travel a lot as I am in the process of moving my family to LA and I will certainly never be flying this joke airline again! I am truly disgusted at how they think they can get away with treating customers and how they feel they can manipulate the rules to suit themselves. Their COCs seem to be all about how they deem changes to affect customers not the inconsiderations and problems they cause the customer!

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Customer increased Rating by 2 stars!
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Verified Reviewer
Resolution response: July 17, 2015

Although Virgin Atlantic refused to deal with my complaint i have since taken the individual to County Court and won a judgment against her. It was worth every penny to wipe that smug look off of her face.

Thank you Virgin for your great customer service, NOT.

Original review: Nov. 5, 2014

In June 2014 I arrived at Gatwick Airport to board a flight to Las Vegas. On arrival at check in there was no record of my booking and after lengthy discussions and record searching, it transpired that I had become a victim of a scam by a member of Virgin Atlantic Cabin Crew. After supplying Virgin Atlantic with all the documentation etc, they refused to accept any responsibility for their employee's action and would not reimburse me for monies lost. The employee was disciplined and later sacked but still they refused my claim. As soon as they realised I had a valid claim against them, they closed ranks and refused to deal with me. They harp on about their excellent customer service but believe you me, if there is any possibility of discrediting their "Wonderful" image, they try to use their legal might to shut you up.

Verified Reviewer
Original review: Oct. 2, 2014

I was traveling with my wife from Mumbai to SFO. On my ticket it was mentioned that Virgin allows only 1 bags per passenger. So total 2 bags. So I purchased 2 extra bags luggage online. On Mumbai airport, I was told, there are 2 free bags for each passenger for flight that starts from Mumbai.. So I was told, i can get refund for the the extra baggage money. But now Virgin Atlantic is denying to refund my money. I think it's unfair on Virgin behalf, to deny money in this case. I also checked with virgin Atlantic counter on London airport. They also said, file for refund and you will get your money back.

Also on Mumbai airport, they asked us to pack our laptop bags - pack in any of 4 check-in bags only. They said, they won't allow free bag-packs. so last moment, me and my wife had to adjust our bag-pack stuff in check-in bags. Had they not told us about refund, I could have kept my bag-packs and would have checked in as separate bags because I had already paid for my bags. But instead, Virgin people asked me to pack everything in 4 free check-in bags and file for refund.

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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.

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Erika Armstrong

Airlines Contributing Editor

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
(800) 821-5438