Recently flew back with them from Cancun and upgraded at the airport. When we got to our seats we discovered the headrest on my seat was broken and just was hanging off the seat. Unfortunately I am tall and as such found it very uncomfortable to sleep on the night flight. I did mention it on the flight but nobody was bothered and when I came back raised it as an issue with there customer care department. I pointed out i paid for an upgrade which felt more like a downgrade. They offered me £50 in vouchers to use against my next flight which I refused and asked for a complete refund. They said no (Thanks Natasha) and felt they were being reasonable. Unfortunately I disagree with them so am going back to Virgin next time.
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