Virgin Atlantic Avis 2 215

Seat allocation a complete disaster - booked premium economy tickets and it was impossible to choose seats beforehand. Rang twice to ask about it and told it was locked by airport so told them my wife was a nervous flyer and felt calmer with a window seat. Then the day before the flight they allocated us seats in the centre (no widow) and are charging us for seats we don’t want. Complete con and rip off and now dreading the flight. Terrible start to the holiday and it’s the 1st time using Virgin but won’t be going with them again - at least with Ryanair etc you know what to expect - very disappointed

poppy on my flight to jfk New York City was very kind and lovely and went out off her way to help me and my daughter and the other stuff were also amazing and so kind they helped us soo much and took their time too and gave us the right information and information about New York

This is the worst Company I have ever dealt with. They have double-charged me for booked seats and trying to get Customer Service to take any action is impossible - its easier to get an audience with the pope !
Very poor, I would never recommend them to anyone :(

Won't be flying Virgin again that's for sure. Booked to fly to Atlanta (USA) on an A350 as my wife is a nervous flyer and wanted to fly on a new plane. Plane swapped night before flying out and post checking in. Woke to find a late departure, old plane and no confirmed seats. Staff at the airport helpful, but we were put in separate seats on the revised flight. Plane crew were great though. Then, same again on the return! Plane swapped having paid $432 to guarantee an upgrade. No upgrade, no seats!! still waiting for our money back!!! In addition, rowdy passengers behind us fed alcohol all flight despite being rude, loud and refusing to allow us to recline our seats. Very, very poor experience.

Awful company that would think that advertising their brand with in game adverts during six nations rugby on ITV television in the UK is a good idea. Demonstration of the utter contempt they have for their potential customers. Yet another experience of them that leaves me booking with their competition.

just got off Virgin flight from Manchester to Barbados. Cabin crew were fantastic especially Emma. Thank you very much.

Outbound flight (LHR-Boston) was a Virgin Atlantic flight in 'Economy Delight' seats. They were amazing, just the right amount of extra leg room, priority check-in and really friendly cabin crew.

The plane was amazing too (Airbus A330-900neo).

Sadly, our return flight with Delta (booked through Virgin) was awful, so use caution when selecting 'partner' airlines.

Virgin Atlantic Credit credit card charges an over seas fee to every single destination they fly to ! They have recently introduced for the EU only no overseas charges, however they do not fly to any EU destinations!
It beggars belief how short sighted and removed from customer reciprocal loyalty relationship building they have become !
They will respond by stating that they do not issue the card and it’s another bank ! Why not change to a bank that does not charge the rip off fee or re negotiate!

Not a great start. Booked ‘upper class’ return to Barbados. Chose midday flight on new aircraft in preference to early morning flight in old tired aircraft.
Once booked, midday flight cancelled and I’m moved to the early flight with the old aircraft. If I wanted an early flight I would have booked one! Perhaps they might have asked me first if I wanted to change or have a refund?

Upgrade to no mediocrity.
Cape Town to London Heathrow
Upper Class seats 6G/7G
7th February 2026

We visited Cape Town in February 2026 and decided to return by Virgin Atlantic as we had read so much about the 'stellar service' we could expect, according to Virgins own publicity.
As we wanted the full 'stellar experience', we bid for two seats to upgrade from Premium economy to Upper Class. To our delight, we were informed that our bid had been successful and the upgrade was secured at a significant cost.
On arrival at Cape Town airport, we checked in and were issued with boarding and lounge passes. There is no fast track lane, so we joined the 50 minute queue to get through security and passport control.
We eagerly looked forward to the third party lounge, Virgin does not have its own dedicated lounge at the airport.
On entering the Bidved lounge, we stopped in our tracks as we surveyed a room with limited space, wo small counters with very unappealing food and a bar that any workman's club could outdo. The choice of drinks was limited to the obvious routine drinks , served by very uninterested staff. We found a seat after 10 minutes standing and sat down. The toilet facilities in this lounge were limited and a queue quickly formed for the two cubicles available. Without doubt, this is one of the worst lounges I have been into. I did not expect a Virgin Atlantic Clubhouse ,but hoped for something of a better quality for Upper Class passengers.
On arrival at the gate, we were greeted by a cheerful but busy ground staff members. After a 15 minute wait, we boarded the flight to be welcomed by a tired looking cabin crew. Alarm bells started to ring!
The usual routine took place, pre take off drinks with 'sparkling' English wine etc. and a welcome, but no advice on how to use the controls for the seat/bed.
Kirsty,the Cabin/flight manager made a public announcement informing passengers that because of operational reasons, the cabin crew were down in numbers,but met the threshold to operate the flight. She stated that her crew would be busy and the usual Virgin service could not be provided, and asked us to be 'Kind' and 'patient' with her 'wonderful' crew.
By coincidence, we had stayed in the same Cape Town hotel used by Virgin for its staff, so knew the background story. This did not increase my sympathy for the crew!
The wine selection was 'New world', disappointing and going with the trend away from classical French wines. I do think at least one French white wine could have been offered. The usual range of spirits found on Easy Jet and Rynair were available. Getting service during the 11 hour flight was hit and miss.
The food choices for mains were limited to three dishes and contained spices, a growing trend, so I could not eat them. I do not have 'special' meal needs,but I do expect to have at least one choice I can rely on. Virgin seem transfixed on presenting 'new' experimental meals. The desert was very good.
The service throughout the flight was poor and attracted a number of adverse comments from passengers, I can only guess what Economy and Premium economy was like.
For the first three hours, no one offered to show me how to use the bed, so I sat upright. The herringbone seating does not afford privacy. Eventually, a member of crew noticed and offered to make my bed up, but by this time, I had got use to sitting up and was in the process of watching a film.
The audio visual entertainment choices were excellent and the sound quality could not be faulted. So, well done to Virgin for this.
Just before landing, we were offered breakfast that had to be selected in advance. Again, limited choices, so I settled for smoked salmon and I enjoyed the meal.
Better breakfast choices should be offered .
During the flight, the Cabin Manager was running up and down trying to help the crew provide a service, but she got in their way and generated a 'frantic' atmosphere. More apologies to passengers followed concerning the level of service, but 'praising' her wonderful crew.
The Cabin manager laid what I can only describe as looking like tea towels on passengers trays. For some reason, she missed me out. I politely appointed this out to her and she made a very sarcastic remark to me. After, she proceeded to ignore me.
On landing at Heathrow, the Captain made a public announcement apologising for the low level of service to all passengers because of the reduced crew numbers. Nice to have an apology, but when you pay extra to 'enjoy' and experience Upper Class, it does not cut the mustard.
I feel cheated and strongly suggest, I did not get the product I had paid for. If I bought a pair of shoes, I would be sending them back at this point, but with airline travel, you cannot do this.
I have complained twice to Virgin by e mail, but only received a mediocre response.

Poor food, very little of it, threw my baggage round, damaged the contents and the bag and refused to do anything about. I wouldn't fly with them again. The middle eastern carriers are much better.

People complain about Ryanair and EasyJet bad practise
but virgin are far worse. They changed our flight to a flight 2 hours later without giving us notice, I asked if I could change our flight to one 2 hours earlier than our original, yes but at a cost, so they can change it but we have to pay. NEVER AGAIN VIRGIN

I am leaving this review to formally complain about the lack of empathy and consideration shown in relation to amending my daughter’s flight booking.

I was only three days outside the permitted amendment window due to being in hospital with my mother at the time. This situation was fully explained to your team in the hope that some understanding and discretion would be shown. Unfortunately, that was not the case.

Despite the exceptional and unavoidable circumstances, I was charged an additional £150 to amend the flight. I find it deeply disappointing that Virgin has chosen to profit from a customer’s family medical emergency rather than demonstrate even a basic level of compassion.

I have always expected better from a company that promotes itself as customer-focused. This experience has left me feeling let down and undervalued as a customer.

I am requesting that this amendment fee be reviewed and refunded as a gesture of goodwill, given the circumstances involved. I believe this would be a fair and reasonable resolution.

I've had a great experience with flying Virgin Atlantic in the past when everything has gone to plan. However, when trying to check-in using the App it did not work. I was charged for Economy seat selection ar check-in and was fobbed off from Customer Service saying this was normal.

I am writing this review after an extremely distressing experience on an 8 hr Virgin Atlantic evening flight returning home from a fun family holiday in Barbados. What should have been a pleasant journey ended very badly.
There were 19 of us traveling, including children and we were all exhausted. Instead of receiving the level of service Virgin Atlantic is known for, we were met with rude and abrupt behaviour from cabin crew. Unfounded accusations, refusing to serve at times and the overall attitude was dismissive and unprofessional. There was no disruption nor complaints from other passengers.
Because of the way we were treated, I asked that we were not disturbed once asleep and as a result did not eat dinner or breakfast. This was not due to our choice, but because of the poor handling of the situation by the cabin crew. The rude, abrupt, and dismissive behaviour ruined the end of what had been a wonderful holiday. After many previous flights with Virgin Atlantic, this experience has destroyed my confidence in the airline. I would not choose to fly with them again, as there are plenty of other airlines that provide a much better level of service.

Upper Class is very poor value. They changed the plane on our flight out to Tampa which meant our seats were changed. The replacement plane had a horrible configuration in Upper Class - uncomfortable seats (I couldn't lie flat without my feet protruding across the aisle) and there was zero privacy in that I could directly look into cubicles opposite and vice versa. The vegan options onboard were truly awful! The only saving grace was the clubhouse at London which was exceptionally good. I guess they think that will compensate for otherwise terrible service!

ITV is setting a very bad precedent in running adverts in the middle of a 6 nations game, and I blame the advertiser, in this case Virgin Atlantic, as much as them.
boycotting any company participating in that.

Not the Airline it once was.
Flew Heathrow to Barbados 7th Jan VS131 (delayed, faults with the aircraft??). Cabin crew in their own words described themselves as "fire fighting" the whole trip. Seats in Upper classes not working. Entertainment screens in Premium and i assume other cabins constantly required re booting. Film choice awful. Ovens not working. We waited an hour for wine to be delivered to accompany our meal (not the staffs fault, Virgins for using such a tired old plane). Food poor compared to Virgin prior covid. Return Flight 4th Feb VS198, definitely different plane but exactly the same issues as the the outgoing flight with the same comments from the cabin crew. Breakfast served as the plane was beginning its decent due to oven failures. My seat would not recline. Such was the disappointment that we will be booking Business class with BA once the return flights are available in a few days for next year. We had been planning to move up a class but would never spend that kind of money with Virgin now. Never ever been on a long-haul flight that does not serve coffee with a meal. Oh and the check in staff in Barbados told us no upgrades (we were not asking for free) were available as the flight was full. There were empty seats in upper that we would have paid for. Poor very very poor

Horror experience from start to finish, bumping from flight without compensation, delay baggage, lost baggage , BEX delivery with psycho driver, complete ignorance , nasty land personal , BUT I DID SURVIVE

Like many others of if I could give zero stars I would! Disgusting money making company! We have booked and paid for 7 flights to JFK. At the last minute we need to change one of the passengers to someone else….the flight is paid for. Virgin want £628 to change the name on the ticket!!!!! The flight itself is not that much!And they will not budge on their decision, how is this even morally correct Virgin? Absolutely disgusting service will NEVER fly with Virgin ever again !