Virgin Atlantic Avis 2 215

Dont bother emailing, they will give you one half hearted response then ignore you. Our flights to Dubai are booked via virgin but on an emirates flight, emirates have included our flights in the dates to cancel /amend due to the ongoing WAR!! But virgin are doing absolutely everything to cling on to our money and refusing to cancel our holiday? How do they expect us get to a destination to stay in the hotel with no flight?
Ive even got a doctor's note saying the stress of this situation is causing harm to me and my unborn baby and Virgin could not care less. I will never ever use this disgraceful company again. Avoid at all costs!!!! This was meant to be our honeymoon and now we wont be having one due to virgin keeping hold of our money refusing us to give it us back. By the time we get the money back( i highly doubt the holiday will be going ahead) I will be too far along in my pregnancy to fly.
AVOID AVOID AVOID

Staff were brilliant under difficult conditions. There was a large group of orthodox jews on the flight causing a lot of disruption with standing in the aisles and blocking toilets during prayer.
Easy booking process. Flight on time. Usual extra cost for choosing a seat but overall a good experience.

Rating: 0/5 Stars (If I could)

​If you value your sanity, your money, or the safety of your family, avoid Virgin Atlantic at all costs. What used to be a premium brand has devolved into a chaotic, unaccountable mess that treats passengers like an inconvenience rather than customers.
​My experience trying to perform Umrah with my pregnant wife and infant child has been nothing short of a logistical nightmare, fueled entirely by Virgin’s breathtaking lack of communication.

​The Timeline of Incompetence:
​The Bait and Switch: I booked Heathrow to Jeddah in November 2025. By March 2026, a reasonable 2-hour layover in Riyadh was arbitrarily hiked to 12 hours with zero compensation or care.

​Zero Communication During Crisis: Despite the regional instability between the US and Iran, Virgin Atlantic went ghost. No updates, no security advisories, nothing.

​The "Take It or Leave It" Ultimatum: One day before my flight, I had to call them. They had unilaterally moved my flight and offloaded me onto Saudia Airlines. The representative’s attitude? "Take it or leave it." With non-refundable hotels in Mecca and Medina waiting, they knew I was trapped.

​The Return Flight Betrayal: Before leaving, I explicitly asked if my return flight on April 10th was confirmed. They said "absolutely." They lied.

​The Current Disaster:
​I called them today "by chance" only to find out my return flight is cancelled. Their justification for not telling me? "We aren't informing customers." Read that again. An international carrier is grounded and simply decided not to tell the people stranded abroad.

​The "Solution" offered by Virgin Atlantic:
​They won't fly me out until April 15th (5 days late).
​They expect me to make my own way from Medina to Riyadh—a 13-hour drive—with a pregnant wife and an infant.
​They are refusing a refund.

​They are refusing to cover the additional 5 days of hotel costs they’ve forced upon me.

​The Verdict:
​Virgin Atlantic has abandoned a family with a small child and a pregnant woman in a foreign country during a period of regional unrest. They have failed their basic contractual duty to provide transport and their moral duty to provide information.

​They are happy to take your money in London, but the moment things get difficult, they will leave you stranded 3,000 miles from home without so much as an automated email. Never again.

​Note to Virgin Atlantic: "Expect the Red Carpet"? More like expect the cold shoulder. You have turned a sacred pilgrimage into a high-stress survival exercise. See you in small claims court.

had flight this morning so stayed in hotel at Heathrow airport only to be woken up to a text it been cancelled and put us on another flight later in the day 6 hours later, we are here with our autistic son who has special assistance and despite the delays and cancellation virgin are refusing to do anything even though their own website says about complimentary meals, etc they have done nothing to accommodate us never mind the fact we have paid for hire car which we can now no longer pick up due to delay

We had bought 2 tickets and they sat us separated in a 8h. Flight. We did the checking just 1 h. after it opened.
This is marketing and analytics at their best playing against customers and taking extra money from our pockets. This airline is obviously only assigning seats to customers not in the order of buying them but leaving all unsigned so whoever is willing to pay more can pick, assigning only the leftovers to the rest.

we were able to book our flights

Do not fly virgin atlantic they don't offer extra legroom to disabled passengers they want to charge you extra
BA offer extra legroom seats at no charge for disabled passengers and one other to sit with them..
Virgin refused......shocking will never fly with virgin again you should be ashamed charging people more money to fly due to a disability

We paid $4200 dollars for an emergency airfare from Austin TX USA back to the UK with Virgin Atlantic as my father was critically ill in the hospital, he unfortunately passed away the day before we were supposed to fly out. Virgin Atlantic has the worst customer service having to wait hours on the phone. We literally had to fight for a refund for our flights even after getting the death certificate from my father who recently passed which was already a stressful experience. The issue only progressed after filing a BBB complaint

Awful experience on live chat. Working in a business that uses live chat, I can understand why it's so bad as staff are given huge volumes of chats to manage in tandem. Management are to blame for this and not the individuals as they are putting them under too much pressure which leads to very poor quality interactions with customers. Constantly just have the feeling of being fobbed off as they just want to close the chat asap. Interaction was rude and impersonal.

I bought £500 worth of Virgin points for later use in the year.Found out that when l came to use them they are only worth £380.Where has the £120 gone?Nobody seems to know.Computer says............Be very careful when signing up to Virgin Points scheme.

totally misleading - lower prices are offered online but it never lets you purchase. It is like a bait and switch thing - when you call to try and get support they then quote £700 or £1000 more for the exact same route. This has been the case for months. Totally deceptive and misleading - I have flown virgin exclusively for decades but I think it is now time to look elsewhere as I no longer trust them with this sort of dodgy behaviour. Now they are just another airline. Truly sad.

We talk now about Rip of Britain and now the airlines are getting involved in doing even with the simplest things. I have booked with Virgin flights to Grenada going out in upper and coming back in Premium Economy with the idea that I could upgrade my Premium Economy ticket to Upper. When going on there website you can see the number of miles needed to buy using points a Premium economy ticket (200000) and Upper class ticket (350000). So logic would suggest that to upgrade it would be the difference between the two numbers (200000 - 350000 = 150000 Points). However that is not the case I was quoted today by Virgin 652000 points per person to upgrade. The only logic you can apply here is that Virgin are ripping of there loyal customers

No Wi-fi for an international flight for over 1000£ is just unacceptable. I scheduled for Delta and got Virgin as a reroute. Terrible experience as always. 0/5 stars.

Overall a shockingly disappointing experience. How do you run out of food for a customer who has purchased a business class seat for thousands of pounds? We were on the flight for over 9 hours and were fed ONE snack at the beginning and then one hot meal with 1 hour left to fly. There was no proper food available for 7 hours of fly time and EVEN THEN you ran out of a hot breakfast for my wife who is breastfeeding with a baby on board. Further, how is it sensible for your flight to have no form of food suitable for a baby? Our baby had ONE banana for a 9 hour flight. We were then expecting to feed our baby from the hot breakfast which you apparently ran out of. We had been asking for food for several hours only to then be told you had run out. You should be absolutely ashamed of yourselves. I will never fly with you and will be sure to tell everybody I know to do the same.

My flight was delayed by more than 24 hours and I’m still leaving a 5 star review.

Here’s why.

1. Communication - a mechanical issue was discovered after boarding. The DM (Leo) communicated regularly and let us know what they were doing and why.
2. Effort - they flew in a part and worked tirelessly, they reboarded the plane in an attempt to get us to our destination on time.
3. Safety- they made the hard call after many hours of trying hard, to not fly. They incurred the cost of expenses and hotels and claims rather than risk our safety
4. Customer service- everyone at Virgin remained professional and kind despite being tested by time, passengers with big feelings and their own fatigue.
5. Care- they ensured that accommodation was found for all and made it easy to get there and back. They made it easy to claim expenses with a proactive email and link.
6. Resolution- claims were responded to promptly and with minimal fuss.

Sometimes what you do when things go wrong matters more than what you do when things go right.

My loyalty has been earned.

If you have flown Virgin and not met Craig and the team he works with your experience is incomplete. I have always enjoyed travelling with VA however my recent trip back from Mumbai on VS0355 was an exceptional experience with services a la virgin style. Craig take a bow you have truly embodied the service expected from Virgin and beyond. I hope I run into you again soon as the 9 hour flight back was brilliant with all of us well entertained and fed.

Booked via Virgin Atlantic for family trip to visit relative's to India all booked via Their web site and paid in full for premium class seats from London Heathrow to Delhi return, have spent quite a lot of money with Virgin but this is the last time I fly with this airline, been told to reschedule my flight back with a 10hrs plus layover in Delhi airport it seems my seat was sold to someone else and forced me to take down grade seat. From now on, I will never fly with Virgin and will ensure none of my immediate families fly with them either. It's simple, they are profiting from the war with Iran. From my stance, I hope they go bankrupt. I will not fly with a shoddy airline that makes too many false promises and is bombarding you with useless crap. I rarely leave a negative review, but from my stance I could easy afford upper class as well, but why pay more when sitting in the same plane, no loyalty at plus they state that you need to ring them using their UK number I am abroad ended buying a local phone and sim to ring customer services, never again will I fly Virgin thanks

Raised a complaint about an error with seat booking. Just get fobbed off. Promised refund. Chased many times, still not actioned. Appauling, do not book with Virgin as they do not care about customers. Turned an exciting trip into a stressful situation

Please never use the Retail Therapy online order service. As of today, an order I placed 2 months ago has not been fulfilled, despite being charged for both the product and postage on the day of order. I have not received a single update about what is going on since that day. The phone number on the confirmation email does not work (surprise, surprise!), so I resorted to the support email address. The response I received (and let's remember this is only because I'm contacting them, not any proactive notification on their part) was that "our warehouse is currently experiencing delays in dispatch". For 2 months???? Unacceptable. Causing me to lose faith in Virgin Atlantic in general....

Worst flight experience we have ever had. Multiple canceled flights and incompetence on failing to rebook a flight. Showed up at the airport at 5 am only to find out they failed to book the new flight for the third time.