Virgin Atlantic reviews

Virgin Atlantic reviews

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Old planes and cost cutting

Have flown with Virgin for many years but probably no more.
Last weeks flight LHR/MIA on a 19 (yes 19) year old plane was a mess.Half the IFE screens did not work and the economy seats were torn and filthy.The one toilet up in the bubble was a disgrace.
The food was very poor and minuscule. One drink offered and no more after that.The tea time sandwich was a whole slice of white bread and would not have kept a sparrow happy.
No drinks offered at all between meals-5 hours.
The final insult was the announcement that no more drinks would be served in economy as stocks were running low and they needed to be kept for the upper class cabin !!!!!!

Forget everything you see in the adverts ,this airline is more Ryanair than virgin .They have even announced a £25 charge to reserve a seat.They will be charging to use the toilets next.
Richard must need the money as he appears to be sweating the assets like never before.
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FILTHY AIRCRAFT TERRIBLE FOOD NOT AT ALL LIKE THE TV ADS!

Flew to the USA in Upper class for our honeymoon and what a dissapointment it was the lounge at Heathrows excellent but its downhill from there im afraid filthy old planes and I mean filthy ! food was shocking , staff seem to know that VS have been cutting corners and they do try their best but the jazzy tv commercials do not reflect the real product , total waste of money and id choose any other carrier over Virgin whenever I can
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Average at best and don't expect your bag to travel with you

I flew Manchester - Jo'burg with Virgin and found the long haul leg well below what their reputation would lead you to expect. The food was poor, the seat uncomfortable and leg room minimal when you recline the seat (made worse by the fact that the seat in front was broke to the magazine rack dangled down) and no foot-rest - almost standard these days. The cabin service was awful - a 90min wait after departure for even a glass of water.

Worse still was the fact that my bag was left at Manchester for two days whilst I was lied to and treated as an inconvenience when I contacted them. They were telling me the bag was at Jo'burg when it was still in Manchester. Now they refuse to pay for my phone calls to them calling them "as these are considered consequential loses".

All airlines lose the odd bag but I have never met such a callous and unhelpful operation when I contacted them.
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good experience

A fairly good airline to fly with
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Even more charges!!!!!!

I have been looking for flights to Florida for Oct 2014 and while Virgin Atlantic are currently the cheapest (just!!) I have just noticed as from the middle of next year they will start charging for choosing your seat!!!!!! And it is by no small amount!!! If a family of 4 want to guarantee sitting together it will cost them an additional £200!!!!!!! (£25 per person each way) I have flown with Virgin a couple of times and thought they were great but I am now having serious second thoughts!!!
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Refreshingly brilliant.

We usually fly with Easyjet (ok) and Ryanair (ugh, never again), so what a welcome change it was to fly Virgin (heathrow to edinburgh return). Hold luggage included, no extra costs. Easy and pleasant to deal with, UK phone numbers.

Complimentary hot, cold or alcoholic drinks and crisps on the flight - I nearly fell off my seat (which was comfortable and spacious enough). They even handed out Love Heart sweets afterwards. Little gems of attention to detail like that, combined with an excellent service, make it a 5* review from me. Only niggles - would be nice to book in online more than a couple of days beforehand. And please can you start flying from Bristol or Exeter as Heathrow's miles away from us ;)
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Customer 'Services'

Flight to Vegas with Pavarotti's twin next to us, culminating in 2 normal sized people squeezed into 1 & half seats. Had paid for extra leg room ONLY because booking in online allocated our 4 party seats as far apart as possible, and we were told on check in the only way for 2 x 2 to sit together was to pay for the extra leg room seats. Due to the man mountain blocking most of the aisle & 1 & half seats in our row, we spent most of the flight standing. Crew were sympathetic but no spare seats to move us to, suggested we contact 'Customer Services' when returning. We have asked only for the extra leg room fee to be returned, as we only paid for these to SIT together, didnt especially want it, and we certainly didnt get to enjoy it! But after making us wait the full 28 days between bland emails, refuse. I wont fly Virgin again, its not worth it.
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Stylish in its own rights!!!

Superb airline operator! Just used their services once! Awesome experience!!
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Dirty scruffy late

We were delayed without apology. Plane was tatty, staff uniforms were stained and 'white' shirts grey with age. Food meagre in quality and quantity. Entertainment was no on demand and selection not great. Overall no clue why Virgin have the reputation they have
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Never Again

This is the worst air company!
They forgot my daughter's suitcase at the Heathrow airport, then promised that will deliver it after few hours.
More than 24 hours later she waits her luggage, cries and stay alone in her student room.
They called her 4 hours ago that the suitcase is "on travel" - 4 hours!!! The distance between Edinburgh and St Andrews is app. only 80 km
Her 1st day at the University campus is frustrated from Virgin Atlantic.
Never ever with this cimpany!
They are irresponsible!!!
Do not fly with Virgin Atlantic!!!
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Never, Ever Again with Virgin airlines

I traveled from Manchester to Mumbai on 22/07/2013 and returned on 10/08/2013. I was under the impression that Virgin was a globally reputable Firm.How wrong was I!!
I was traveling with a 14 month old daughter, a 4 year old daughter and my wife. I must say that this was my first time traveling with your airlines and I must admit I would not be using Virgin Airlines anymore. Below are the events that made my travel really unpleasant.

I booked my ticket well in advance in Feb 2013. I contacted customer service to ensure that we were given the seat towards the front where we could have the bassinet and also requested that we be seated together. On our flight from Manchester to London we were seated together however from London to Mumbai,8.5 hour flight, I was seated in another row which was really bad for my wife as she was alone minding 2 small kids on her own. The middle row of 4 seats where we should have been seated, were given to 2 couples flying without any kids. Maybe they requested extra legroom (paying extra money) and they were given those seats and by doing so in-inconvenienced a family traveling with 2 small kids. We were not given any bassinet nor were my child given any back pack of goodies as promised on their website.
The return journey was even more hell with the incompetent staff at Mumbai airport. First they checked us in and when we were boarding the plane at about 1:35 in the morning we were asked to step aside as they had some problems with my passport. This they could have mentioned at the desk when checking us in. I had 2 little kids all sweating and distressed,crying and they could not explain why there was a delay in letting us on the flight. Two staff gave me two different reasons for not letting us board. Total lack of communication as neither of the staff knew what was happening. Moreover when checking us in, they wanted additional form of ID for reasons beyond my logical thinking as a British passport is a valid form of photo ID. Finally got on the flight and landed in London. To my horror when I checked the boarding cards for London to Manchester I found that the guy who checked us in at Mumbai had given us seats in 3 different rows, that is my 4 year old daughter was given a seat next to a total stranger. How can this happen? Any person with a bit of common sense would have seated a young child with his/her parents. This was totally unacceptable and unprofessional and moronic on behalf of Virgin’s staff at Mumbai airport.
To top all the above, we lost 2 checked in bags. One of them had a very fragile photo frame which we had packed carefully and mentioned it at Mumbai airport and a fragile label was tied to it. Yet the contents were damaged including the suitcase itself. All the above proves that Virgin Airline staff are uncaring, unsympathetic and very unprofessional and last but not least lack customer service and common sense. I must say that we did get the baggage but as mentioned the contents were damaged.My advise to fellow passengers is pay little bit extra and use Ethihad, Qatar airways or any middle eastern airlines and you will be treated like a royal. This I can say from personal experience especially with Qatar Airways where they always paid more attention to families travelling with small kids to make it stress free for the passengers.
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Eat your heart out Sir Richard

We splashed out on business clas for our holiday in Canada. Service at check in was off hand and we had a long wait for the pr ordered assistance. Service in the "Club" very slow as they had more customers than they could really look after.We only just had time to eat. The promised assistance arrived and dropped us off with still a long walk away from the aircraft which was hard for my unwell wife. The seats were like sitting in a cocoon I did not have enough room to hold a newspaper up. To make the bed mean't standing up and to reconfigure The food most certainly was not as good as expected. It sounds great to have an open bar on the flight howver the younger guests and the staff partied very loudly disturbing many who like quiet. But then I am an oldie. There was not even AVOS just films that you had to tune in to.
We encountered the same problem with assistance on arrival and departure from Vancouver. To just make our day we saw a rat5 in the lounge on the way back. ladies were standing on the seats to keep them safe.
All in all compared to EVA air which I travel with frequently Virgin just do not compare.
Poor value,poor service old aircraft poor entertainment
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Totally "over" flying Upper Class

I've flown Upper Class numerous times but this recent flight will be the last - unless I am ever upgraded. Annoyingly, we were subjected, as usual to the "we have an excellent crew on board today..." speech - this time from the captain who, I really don't think is in the best position to judge what service is like for the fare paying passengers. After a disappointing experience a couple of weeks ago I was hoping to better enjoy the new upper class on a day flight and I did to some extent, happily watching a couple of good films. There were no children screaming uncontrollably this time, which was a huge bonus and the cabin temperature was very comfortable. However, the standard of service and comfort left much to be desired and that's why I won't be paying for it in the future. Regarding the service; there seems to be little emphasis on dignity or grace in the way Virgin train their crews. A couple of the women looked and carried themselves as if they had been hired straight out of the back of a black maria police van! I know that sounds horribly harsh and is probably unfair - but talk about tacky! I also know Virgin don't pay their staff very well so I guess you get what you pay for. Careering down the aisles being “jolly” and gossiping with each other, whilst delivering indifferent service is hardly appropriate when customers have paid thousands of pounds for a calm and comfortable experience. Twice, flight attendants accidentally knocked my foot which rested well within the boundaries of the ottoman, without even acknowledging it. Having said that, the aisles are so very narrow with the new seating configuration on the A330 that it’s easily done. Even so, had it been me, I would have apologized. The other impression I get from the service is that the overriding objective is to get everything finished and put away as quickly (and noisily!) as possible. I can understand them wanting to do this but on an 8 hour flight, it’s not fair, nor is it really necessary to rush everything, making it feel like a race - especially in a premium cabin. Even the toilets were locked more than half an hour before landing. As for comfort; I find the new seat poorly designed and less comfortable than the old one. So, in future, if I fly Virgin it will be Premium Economy because at least you get roughly what you pay for, with it more or less living up to what is promised. Upper Class doesn’t, I’m sorry to say.
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A very comfortable first time with Virgin Atlantic

A very positiv experience flying with Virgin. Flew from Manchester to Las Vegas july 11 and back july 25 a pleasant trip both ways, very competent and friendly crew, looking forward to fly with this company Again.
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Above Expectations

It's never fun flying long haul in economy but it was certainly more enjoyable with Virgin. The food was on a par with other airlines but the service and entertainment was way above average.
Excellent and thanks
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Virgin Atlantic ... over hyped!

Not sure why some people love Virgin.
Off-line their customer service is poor. Had a couple of bad experiences and they failed to respond appropriately.
On board ... the food id mediocre, the seats average, service variable.
The entertainment is the only good thing - the rest is sub standard - no matter which class you choose!
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Rock Star Service? I guess Rock Stars Don't Expect Much

For 8 years I have flown with Virgin Holidays / Virgin Atlantic, there is always a fiasco with them with seat allocation at Orlando because the ignorant Americans re-arrange the seating plan of the flight. This year it was worse than ever, coupled with a 2 hour delay. We pre-allocated our seats as usual which is always fine the Gatwick end but at Orlando we were refused our pre-allocated seats. It seems at Orlando they have someone who moves the whole seating plan of the plane around to what they think is best and over riding the whole pre-allocation. Usually they will re-allocate the seats back at check in but this year a flat refusal by the lazy Americans who refused to do anything. All they offered me was a complaint form which I hastily ripped in half and through back at them as they never respond anyway.

My 13 and 14 year old are now adults according to Virgin but they refused them alcohol on the plane, adults when it comes to extorting money eh!

"Rock Star Service" as they call it, this is what you get:-

Delayed Flights
Disgusting Food
Tatty Planes
Seat pre-allocation ignored
An argument at checking
Adult prices for kids

Apparently they are going to start charging for seat allocation so this will make it even worse!
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Never again Mr Branson

I tried Virgina Atlantic for the first time to NYC after hearing all the wind of how snazzy they are. Well, they aren't. Upsold us some 'extra legroom' seats for £100 in a corridor aisle to the toilet - had to sit feet retracted all the way, because of the constant onslaught of people. Crew sympathetic, apologised, and brought us a complaint form because they said they had the problem all the time -- but not Mr Branson's customer service - carefully worded, arrogant emails back only offering half the money. AND, the other people in the row DID NOT PAY PREMIUM for their seats. It is one giant rip off.

Return form JFK: people at check in could not have cared less. "Supervisor" simply walked off when I tried to ask her to address the situation. NO ONE CARES at this company once they've got your cash.

Then, there's the actual Airbus seats - they herald this new Airbus as something to be proud of, when it is a shameful testament to micromanaging and profit-scrounging. THERE IS LESS THAN 20cm between the seat ant the pocket full of junk in front of you. No one over 5'5" can fit comfortably in them. The game: up-sell you their 'Premium Economy" that are on either side of you for double the price, in exchange for a seat that is standard on BA or KLM or even Crappy Continental size wise. Even *choke* Ryan Air and Easyjet have bigger seats than these tuna cans.

If you fly this sham of an operation, the only thing that's going to sparkle is Mr Branson's video of himself he forces you to watch.
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Worst arrival service, says you should shut up

When we arrive in London, to switch flights to Virgin, we ask for our luggage has come on board, they look at us and say yes, we are going to board a plane to Miami.Da we come to Miami, our luggage not and there is no representative present, after a while procures the airport one and the first thing he says is shut up, your 3 suitcases are in London and come tomorrow, we'll call you, we as written a report which he otherwise tried to avoid (but we have worked for an airline for 20 years and know the rules), nothing happens the next day and not the next so we call again, but no message, then suddenly there comes a sour man and deliver our luggage after 3 days, when we saw contacted Virgen of kompentation where we both called and wrote mail several times, but there was never anyone who answers ready.
We hoped then that it was a one-time experience, so we tried to fly with Virgin next time we were going to the U.S., but it is obvious the way one treats its customers in order that the same thing happened again.
So if you do not have to use his luggage the first 3 days then can it be safe enough fly with Virgin, But it shall not become me, similar to the service you have to look long after, wondering if it's the same with the safety of their aircraft
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Virgin Upper class UNACCEPTABLE

Virgin Atlantic A340-600 Upper Class, Hong Kong Sydney return. Worst long haul flight I've had in years. Incredibly bad food, indifferent service, slovenly hostesses terrible pre-flight music etc etc. I would like to mention though that the single steward was calm friendly attentive and pleasant but sadly had nothing to offer to make up for the rest.

When I read all the bad reviews here and on other review sites what strikes me as particularly pertinent is that many are American ones. Whether you choose to believe it or not America has some of the worst airlines in the world with extreme shoddy service so for Americans to find Virgin Atlantic bad one has to realise just how bad that is in fact.

So I thought it worth mentioning here at start that In Europe and Asia we don't have to buy drinks both soft and alcoholic or food or movies on board they are free. We get priority speed service at customs with every business class ticket its not a particular single airline perk. Flat beds are a standard on business class long haul flights as are vanity packs duvets and covers.

All the above come in varying degrees of quality but mostly good to excellent.

The vanity packs or cosmetic bags are usually very nice and worth keeping for years of further use, not on Virgin Atlantic they are cheap ugly reinforced paper material things with nothing of particular interest inside. A cheap throw away pen the same in foot sock and not much else. The alcohol is very limited so forget it if you want Gordon's gin, there will be just the one kind usually the cheaper Bombay same as the tonic etc etc. The food is at best disgusting and at worst inedible and don't expect to see it all laid out for your perusal you get what you order blind and that's that. If it looks unlike the description in the menu like almost every VA product and unappetising expect the hostesses to get testy if you ask for something else. This applies to your pillow even if it was vomit encrusted as mine was.

I can go on and on and on but I reckon long reviews are boring even juicy bad ones.

What I fail to understand is how Virgin Atlantic can possibly hope to compete in the Asian region an already cut throat industry with such extremely bad service and with the likes of Cathay pacific , Singapore airways , Qatar, Thai Airways etc etc offering such superb quality flights and ones where your dollar actually gets what you what you expect it to?

I think VA has to stop pushing peripherals like pick up and lounge etc and concentrate on actually offering a quality product. The flight begins at check-in and then take off, this is where it counts, the rest is mere window dressing and hype. Everyone can feel tase hear the short cuts and penny pinching going on while the flights are not particularily cheap.

Upgrade the whole so called actual flying "experience" or slash the prices in half.

Bottom line VA is a budget airways charging quality prices whether you go economy, premium economy or Upper.

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