Virgin Atlantic Reviews

Poor customer service onboard, rude cabin crew. Non existent customer service. Terrible airline, I thought BA were bad, this lot are worse.

Completely impossible to get in touch with a real human being.

I have sent three emails in a month that have not been responded. Now I get an autoreply that their mail has been unavailable for 4 months. Instead, I should contact their help center, where I can chat with a robot. Funny enough, this robot CAN'T HELP!

I Booked an upperclass flight to America two days ago, over 5 grand, the flight is a week today, I have had no confirmation from Virgin, I can not access my account, it just won't let me in, I tried creating a new account, their site kicked me off with one of those bull 'Oop's Something went wrong' messages {Nothing went wrong} Tried calling them, gave up after 4 hours. What are we supposed to do?

We left LDN Heathrow on 7/7/22 VS91. The staff on the flight were amazing & worked so hard through the whole flight.
I started to feel really anxious & unwell on the flight and Lucie - flight service manager, was absolutely amazing, she made me feel so calm, like it was ok going to be ok ? and one of her other colleagues, Simone? Was amazing too. They both kept coming back to see if I was ok.

Best service I’ve ever seen for unwell people travelling.

Been trying to rebook a flight for 4 days. Bot doesn't work and 3 hour wait. Pathetic.

Trying to use travel vouchers from flights Virgin cancelled... now on the second day of trying. Phone queues for 2 hrs and can never get through. Chat bot not working and obviously using covid as an excuse for understaffing. How long can this poor service be sustained without affecting the brand. Ring American Airlines and phone is answered in minutes.

I wait over 2 hours to speak to someone to change a flight - and the phone is answered and hung up. Virgin are 100% crap. Other grown up airlines allow you to make changes to an existing flight online - but not this pathetically crap company. They make you call but never answer the phone. Beyond annoyed with these jokers

I have never flown Virgin Atlantic before, but navigating their website and customer service for an upcoming flight is an absolute catastrofuck.

I was trying to make changes to my booking, but not only does the website not even work on standard browsers like Safari, it is impossible to change your booking on the site -- this apparently has to be done via the customer services 'chat bot' online or via a number which is not readily available on the site.

When I did manage to get a hold of a customer services rep on the 'chat bot' -- not only could they not spell nor capitalise their sentences properly -- they took over half an hour to respond, and could not even process basic requests like, 'what is the number I need to call to change my booking?'

When I finally got the bot to give me the customer services number to call, I was immediately advised (upon calling) via an automated recording that the line was 'very busy' and that I would be waiting for over an hour. Nonetheless, I persisted and tried to speak to someone. Then the automated recording announced anyone trying to change their booking would have to do so via the chat bot online. The call is then simply disconnected.

Zero chance of actually speaking to someone. So, back to the chat bot I go.

When the bot finally managed to respond to my simple request about changing my return travel date, I was told that I would be charged £600 in order to **downgrade*** to an economy seat. (On top of the thousands of ££ they had already charged for a premium economy fare.)

If the website and customer service are anything to go by, VA is an absolute joke.

We booked upper class for our family because we thought it would make our life easier with our little one just 3 years old (BOY! were we wrong!!!)
14th Feb, doomsday, we booked our flight, 26th Feb we got an email from Virgin Atlantic that the timing of both our flights (to and fro) to London has been changed, this would lead to our trip getting reduced by 2 days as we would be landing at 5:30pm as opposed to the original time of landing at 10:25am add immigration and baggage collection and by the time we got out the day would be over, so we would just be going to the hotel and sleeping and on the way back we would lose half a day as instead of 12:15am we would be taking off at 8pm the day before.
So I wrote to them, called them, did everything but show up at their office in London (wait I would have to book a flight for that!), requesting them and the agent we booked through to allow us to prepone or postpone our trip but no one listened. We gave up and resigned to our fate. Come the day of travel. We woke up bright and early, kids excitement was through the roof. We reached the airport and were guided to another counter saying the first one was set up for those whose flight had to be rescheduled as there was some technical issues with the aircraft. That should have set off alarm bells, but we assumed it was nothing. AFTER we were checked in the lady told us that the flight is delayed by 2 hours, didn’t you’ll get a notification she nonchalantly asked, NOPE, obviously we DID NOT, you think our favourite thing to do is hang out at the airport with our angsty 13 and 3 year old?! HAH!
We thought, no big deal, reached the lounge sat around waiting for the information board to tell us that our flight is boarding, something anything. At 11:14 I received a message that our flight has been delayed and will take off at 2:15pm. At 2pm we were told the captain wants to speak with us, oops, doesn’t sound good. So captain proceeds to inform us that there has been failure of some part in yesterday’s flight and today’s flight carried that in, so they need an hour or so, if all gets sorted there is a 60% chance we will be flying today, if not we fly tomorrow. At this moment I’m thinking what happens of my non refundable hotel booking? Crap, this isn’t good. At 2:45 finally Captain tells us there is no hope of taking off today and the flight now stands cancelled.
After sitting for what seemed liked eternity as our little one was beyond fed up we finally headed to get our immigration cancelled, pick up our baggages and do this all over again tomorrow. YIKES!
I spoke to the ground personnel and requested them to at least postpone our flight as we are losing one more day because of this fiasco, although they were polite, I could see they had no real authority here to do anything for me. Thats the kind of staff Virgin Atlantic has kept at its Mumbai airport, people who walk, talk and dress like their employees but have no actually power to do anything, not even change the ticket of a very very disappointed and upset passenger who specifically booked an Upper class flight for the entire family to avoid such a fiasco. At 6:30pm we finally bundled up and paid twice at amount in Uber fares (As it was peak hours) and left for home, dreading to have to do this all over again, having spent 9 hours at the airport!
I wait now with bated breath, in the lounge again with my family, wondering if Virgin Atlantic will make a saving grace move and postpone my flight. My happiness, peace of mind, and my holiday has lost its virginity after flying with Virgin Atlantic. That should be their catch phrase - Fly with Virgin and we will personally F- your happiness. I should make a public interest announcement discourage all unsuspecting fliers from Mumbai NEVER EVER to fly Virgin Atlantic if they want their happiness to stay a virgin.

unlucky enough to have a cough back from SFO to LHR, but demonstrated not being C19, still was downgraded to economy where apparently passengers are disposable and detained on arrival illegally.

I had booked a flight for my husbands birthday with Virgin Atlantic but through a 3rd party. I downloaded the app for Virgin for latest updates etc for the flight. I had no notification through the app but only when i went on to try to sort the boarding passes for him was there then a notice to contact customer services as "1 or more of your flights are cancelled". 1hr and 55mins on hold and they did not answer. I noticed that it was close to their closing time of 8pm, so I rang again the next day at 7.01am (opened at 7am) and it still wasn't answered for 50 mins. They were unwilling to help at all as i had booked through a 3rd party, not even advice given except to say "it will be straight forward". No it wasn't ! as every time the 3rd party contacted the airline to rearrange flights THEY (Virgin Atlantic) had cancelled they were either unable to connect to them or when they did they had totally different flights to offer with days that didn't match our original flights. This now 15 days to departure. Then they came back to say they could offer the flight out but on way back he could fly but his luggage couldn't, WHAT !! then they flight that came back they were only able to give him business class at an extra cost of £2,000, WHAT !!! Due to the fact that my husband flight is due to take off in10 days time i have now had to accept a return fight 2 days later than planned, and i have had to pay for 2 nights in a hotel at a cost of £200 with no offer of compensation in any way. I know i booked through another agency/company but i would have thought that a big company like Virgin Atlantic would have honoured the flight no matter what class he had to fly in as the error was theirs. If i had more time, and things weren't booked for him the other end starting the next morning, i think i would have stuck to my guns and fought it. But it is very dissatisfying, annoying and down right unprofessional that Virgin Atlantic can treat people this way. I thought their customer care would have been one of the best, disappointing for sure!

Virgin Atlantic used to have a superb reputation for customer service. I appreciate that things have got busier now with everybody going on holiday after covid. But 4 hours on hold waiting to speak to an advisor, as we had some questions to ask reference our holiday, as were were going to be flying within a week and still not getting through it's not acceptable.
Virgin you need to buck up your ideas, or you will lose repeat business. And why still no Disney Springs check in ?

They must employ great branding consultants but sadly the hype doesn’t match reality. It’s not so much the flight experience, more what happens when something goes wrong and you need customer support. Shocking! Just about the worst customer support I’ve some across. In fact almost no customer support. Don’t bother making a complaint, it’s not worth your time and effort. Just spend your money elsewhere in the first place.

No customer service. They closed down Virgin Holidays on facebook telling you to go to Virgin Atlantic page. They refuse to talk to you.

The documents should be posted to customers who are not able to print off at home. They have closed email addresses so unable to contact them.

They close all avenues to customers and treat them like cattle. Take tour money and run.

Support businesses they say and get travelling again. The hassles with them make you wished you stayed at home.

Recently travelled by VA return LHR/DEL. Check-in at LHR/T3 (VS 300 5th April 19:30 Hrs) was very smooth and well organized. VA staff were very keen to help.

On the other hand check-in DEL/T3 (VS 303
4 MAY 22 02:30 Hrs) was totally in chaos. There was no staff to help. Stood in the bag drop kew for about 70 mins as there were about 6 passengers in front of us. VA check-in took about 40 mins to check-in one family. The rest 6 passengers took about 30 mins to checkin. There was no proper filtering process for passengers. Staff just turned their back when approached. Being a flying club member, would seriously consider whether to fly with VA in future. Please train your DEL staff properly.