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I flew on Nov 1, 2019 from London to San Francisco flight VS19 in Upper Class cabin. Flight had no entertainment and WiFi and was delayed for an hour. Passangers were informed that they would get a compensation for the inconvenience but when I contacted VA customer relations they new nothing about compensation. I also was unable to use a Virgin lounge in London because my VS454 flight from Tel Aviv also was delayed and arrived to London late.

I flew first from London to Seattle and couldn't believe the fantastic service, food, in-flight entertainment and staff. It was so good, I said to my friends and family that if that was Virgin's economy class, I could only dream how brilliant their premium classes must be. I didn't think Virgin could top the service on this flight until Air New Zealand dumped me in a broken seat for 13 hours which resulted in an injury to my leg, treated me like dirt, and I then used Virgin Atlantic to get from Hong Kong to London. Not only was the service every bit as good as the initial flight to Seattle, but they really went the extra mile when I showed them the doctors' report explaining the extent of my Air New Zealand induced injury and asked only if I could please board priority to avoid my leg getting bashed. Their rep in Hong Kong immediately checked my seating (window) and then proceeded to clear that entire row at no extra cost and without me asking for this in order that I could sit with my leg elevated and not have to worry about knocking it if I needed to use the facilities. Assistance was also offered to and from the flights in Hong Kong and London if I needed it. I was absolutely stunned how kind and compassionate they all were both on the ground and in-flight. I am so glad Virgin Australia are divorcing their association with Air New Zealand as Virgin is clearly way too good a brand to be tarnished by that association. I really cannot thank you all at Virgin enough. Absolutely fantastic both before and after I needed assistance. Thank you, thank you, thank you.

I had two trips with Virgin Atlantic, first London to Seattle, second Hong Kong to London and I cannot stop raving about how good they were. I'd not flown for years and this is my first experience with Virgin. From now on, if I fly again, they will be my first choice. As an economy passenger, although I am short, there was plenty legroom, the seats were comfortable, both planes were very clean, in-flight entertainment was vast and excellent and the food was great; not like usual airline food. The staff were professional, helpful and friendly and if this is how they treat their economy passengers, I can only dream of how good other classes must be. They particularly proved their worth when I suffered an injury thanks to Air New Zealand dumping me in a broken seat for a 13 hour flight (please refer to my review, it will save you a lot of stress if you're heading there if you don't book with Air NZ; negligent and rude). By comparison, bearing in mind Virgin did not contribute to my injury, on asking if I could please board first to prevent my knee being bumped about, the check-in clerk not only immediately agreed, but also, noting the 13-hour night flight wasn't full, he kindly cleared my entire row to give me a chance to elevate my leg and have clear access to use the facilities. I have to say Cathay Pacific were great too, but Virgin, everything was spot on, I really can't fault them. For all the stress Air New Zealand caused, Virgin restored my faith in how airlines can treat their economy customers just by being approachable. Thanks Virgin, you're the best!

I flew to Dubai and Atlanta from London Heathrow I experienced both the upper class cabin and the premium economy I was very impressed with the service from the crew who are very keen to look after you. The seat was very comfortable and clean on every flight. The food was excellent in upper class. I would certainly fly with virgin again, and would recommend to a friend.

Arrived today from trip to Jamaica. My return flight with Virgin was unacceptable. The seating area of the plane was absolutely filthy with food and paper on the floor and trays un-wiped with food and white marks. I mentioned to the air steward and he shrugged his shoulders. Food was like warm and every time something was served everything was dripping with water. Very disappointed and has confirmed I will return to and continue using British Airways

Best long haul economy flight I have taken in years compared to other airlines!!! Virgin Atlantic are a head of the game, keep it up. 10/10

Hopefully this will get read by the appropriate people, I have recently (15/04/17) travelled from Orlando to Gatwick on flight VS28. I am extremely nervous during take off and informed an air hostess. Who offered me plenty of advice and support, during take off she held my hand and constantly reassured me and helped to reduce my panic. Throughout the flight she offered help and advice even informing another hostess when she had to work on a different section of the aeroplane. She definitely went out of her way to help me when I am really not only scared but embarrassed. I am writing this as I would like to say Thankyou to her and let her team know how good she is. Her name is Kelly.and I owe her a huge thank you.

My family were previously regular frequent Virgin Atlantic customers, always travelling in Upper Class on several flights per year and have done so for over 10 years. We always travel together, my wife and I and our 2 young children, so spend a lot of money. Over the last 12 months we have seen a significant deterioration in the service we have experienced from Virgin Atlantic. On our last 3 consecutive flights, our pre-booked Upper Class seats have been changed without any warning, notification or reasoning, resulting in our chosen seats, booked many months in advance, being given to other customers and our family being split up. Every time I have had to go through an unnecessary, stressful battle with their staff to try and get our seats back but have failed each time and no one seems to care. I have made numerous complaints to Virgin Atlantic and have been offered a derisory 8000 Virgin Atlantic miles as compensation for the totally inadequate service I have received which is barely worth anything, about £48 in total. We will not be flying with Virgin Atlantic ever again. There are plenty of carriers to choose from. Next time we will fly Emirates.

First time travelling with virgin the fight out staff wee attentive and lots of snacks and drinks to keep us going x however flight back was very disappointing x wrong take off time displayed which meant we arrived at airport 2 and a half hours early x only one meal provided and nothing else but water offered from 6 pm til 12 . Not everything offered on the menu was available .Would have taken some sandwiches but because it was so good in way out we didn't. Snack before we landed was a cheese croissant so after all that time my husband had nothing as he doesn't like cheese .

The new. 787 jets Virgin Atlantic is using are not passenger friendly! The seats in Economy class have been shrunk down to a very uncomfortable size. And the fools that designed the controls placing buttons and ports on the inside rail of the seat did not know what they were doing. When sitting in the seat you can not operate them. The headphone port causes the jack to protrude into your leg and broke three times on my last trip. They are trying to squeeze out higher prophets aye the cost of passenger comfort.

I have never had such poor customer service in all my life. Phones in Jhb not answered for HOURS. No getting back, no support, just trying to pass the problem along the line ... so not good

My first time to fly Virgin Atlantic. Excellent service from check in to flight to Hong Kong . Went economic but the Staff treat you no different. Hostess were so kind and helpful . Thank You for making my holiday so memorable

I booked my flights eight months prior to flying, I paid £150 extra so all three passengers could sit together both ways as I am a really nervous passenger. 24hours prior to the return flights I tried to check in online but the airline wouldn't allow this. We presented ourselves at Orlando international where the check in attendant made us aware that from Atlanta to Manchester none of us were sat together and my husband didn't have a seat! We arrived in Atlanta and before reaching the gate I phoned virgin to ask them about my seats and they guaranteed me that my seats were booked, paid and reserved for my party of three. We presented ourselves at the Atlanta boarding gates to be told we weren't sat together and that my husband didn't have a seat, we were held in a hallway of some kind for 30minutes being given no information of what was happening, voulentees were being asked for to leave the flight and take a later flight. I burst into tears as my nerves overcame me, after 30 mins we were taken to the plane where we were brought to random seats sat separately, this was the worst 8 hours!! We also lost two suitcases.

I had high hopes for Virgin Atlantic but all I can say is that I really disliked my experience. The staff was rude and condescending. The poor treatment began from check-in. I normally fly with Cathay Pacific so I believe that the staff at the airport could see that I was a first-time flier with Virgin. Combining this with my younger age, I assume that they thought I would be easily intimidated. So, the lady tried to force me into sitting in Economy and getting a "free return ticket from anywhere in the world" ( most sophisticated airlines would provide monetary compensation. Why a free return ticket? That means I have to pay for a one-way ticket which is not worth it as I don't fly with Virgin). I explained that this would not happen because I was in the highest premium economy booking class and had booked many months in advance.The air attendants were rude and unfriendly. They didn't smile and glared all the time. Customer service needs retraining. Lastly, I tried to change my seat when checking in cause they had 34 seats available. But, I called, I tried online- only at the airport! A backwards system.

We travelled in economy seats to orlando. The flight was brilliant,very comfy seats and great entertainment. Cabin crew was very friendly,helpfull and happy. We loved virgin atlantic.

Virgin Atlantic really are the best in the business! I flew upper class from Heathrow to Hong Kong and can't begin to tell you how impressed I was. It's been the same in the past when I've flown economy too. The crew are what make it for me. They are attentive, professional, kind and caring. They know how to make their customers feel special!

We booked Virgin for our Cancun destination wedding, and decided to do a Premium upgrade to guarantee good seats. 1 week before flying we went to double check our booking on virgin website only to see our seats were no longer allocated and on the return flight we were forced to seat separately. When called the Virgin helpline to complain, we were told that these situations happen when the aircraft changes and they could do nothing for us as the other Premium seats were all full. The staff member also took the pleasure of reading me the small letters in the terms and conditions saying how they don't guarantee the seats for us. We are so disappointed and frustrated. There was no point in spending an extra £740 only to be forced to seat separately because "their aircraft changed". There was no consideration whatsoever from the company to help us in anyway, specially being our wedding.

My wifes fight was cancelled and she had to sleep at the airport for 24 hours. Even further to our problems, the return flight time has been changed yet again, now returning at mid-day. I realize that the airline has had a problem, but the solution seems like organisational chaos. I am not surprised that you don't publish reviews about delays. EDITORS COMMENT: Indeed delays and cancellations are a minefield of fine print. We need to be so careful whinging about delays because the next thing that happens is that airlines take the risk to fly on bad weather or with a fault and then tragedy occurs. Delays have no benefit to the airlines either.

Flight VS076 to Manchester on March 22nd./ 23rd cancelled. I was due to pick up my wife at Manchester Airport. 'Enquiries' telephone number constantly engaged. Alternative number for Virgin successful, and I spoke to Virgin employee who informed me that the flight was not cancelled Drove to Manchester airport to pick up my wife, only to find that the flight was cancelled. After being studiously ignored for some minutes by members of staff at the Virgin information desk, I was informed that they did not know what accommodation was being found for passsengers. I think that a company of this size must be expected to have technical problems at times, but they will be judged on how they deal with them. In this case their customer care seems to be lacking.

I flwe on Virgin Atlantic There the Best ai line in the world

Booked for flight home after my honeymoon and there was problem after problem - delayed, no in flight entertainment at all for the entire 10.5 hour flight, rude and sulky staff who were barely around and never available when you wanted them and the food was disgusting. I will never fly with them again!

WATCH THIS LOT, A NEW SCAM! Travelled from Vegas to London last summer direct, the flight was on time, was not impressed with the safety video, more like a kids film and i didnt understand it. They had run out of the choice for dinner i wanted and as i could not eat spicy foods the best i could get was a staff sandwich. (I thought being a british airline i would be offered plain british food) I though well, give them another chnace. so i Have already booked for August, however, after booking up it seems ive made another costly mistake. A new rule they have now brought in, if you want to sit together its now TWENTY FIVE POUNDS PER PERSON EACH WAY. or you can take a chance and probably end up sitting apart or where ever is left. What a disgrace, this will be my last flight with this conning mob.......

we flew premium economy. the service was nice enough, but the seats, the screens & controllers were old tired and just not very good. As per comfort - it was not comfortable at all - the seat pitch was borderline awful.

I have been flying Premium Economy Virgin Atlantic to Las Vegas every for the past 10 years. This year was the worst ever experience - the plane was 3 hours delayed going out - the seats are plain uncomfortable - when the person in front leans back - forget any comfort of your own - the food no better than average - the service ok - the provided headsets for entertainment very poor and only work intermittently I ended up using my own. I also fly to Larnaca from Heathrow or Gatwick most years with BA and choose economy the experience is far better. Never again

I flew Virgin Atlantic from Newark(EWR)- London(LHR) on an A340-600. It was a rather enjoyable flight. I flew it back to EWR as well. They were quick and the crew was very friendly. Their hospitality was on point and so was the food/beverages. Their entertainment systems was nice and so was the seats. The recline and the seat space was fine as well. Overall would recommend Virgin Atlantic to anyone who is looking for an international flight willing to stop at Heathrow.

Amazing service!

London to Boston

Sorry forgotten the flight details but left Sydney on 23rd of June in premium econony on Qantas (A380) to Hong Kong because Virgin no longer flies that route. Qantas was Excellent. Got onto Virgin (twin engine thing) premium econony from Honkers to London and it felt like a cheap old bus. Old outdated equipment uncomfortable and not enough staff to look after the people. Don't blame the staff. Not a good experience. I know it sounds like a rich westerner's winge but did pay for "Premium Economy" and only got what once was a good old bus. Not looking forward to the Virgin leg on return but looking forward to the Qantas leg.

Not what we expected. Not horrible but could have been a lot better. We had just come off a Qantas A380 Premium Economy on the first leg so sort of not quite chalk and cheese but more like Brie compared to processed cheese.

My flight was delayed by over 12 hours in boston and an additional 12 hours in London. I was supposed to go to India for my New years but I went there an entire day late. I missed my connecting flight from Mumbai to Chennai in India and the Virgin Atlantic wouldn't even reimburse me for it. Both of my flights back were delayed. Overall my worst experience in International travel. Virgin Atlantic.

It was bloody cold and did not help even though I turned off my AC. I had a terrible head ache and I requested pain killers from the staff. But I never got any so I had to go remind them and I got a really unfriendly look of them. The meals were very few and when I wanted to buy some snacks the staff never returned to me. Too few employees when they kept forgetting everything??

VS2 From EWR to LHR Watch out Hindu strictly Vegetarian passengers !!!! If you have never touched meat or eggs, forget eating it? Virgin will breach your religion by serving chicken if you selected "Hindu Meal", won't even tell you before serving even though they have two type of Hindu meals ( Veg and Chicken). Tried to complain? yes, all i was rewarded was a "We apologize for the inconvenience "

SYD-LHR in Pemium Economy,Meals good,however no Cheese or Fruit,which is the Norm in other Airline's Economy Class,Coffee served in Paper Cups like at McDonalds,not impressed.Cabin Crew even directed us into wrong side of Cabin,had to climb over other Passenger.

My experience with Virgin Atlantic has always been the utmost... Most recent travel was from Sydney to London via Honk Kong - the whole journey was smooth and problem free, but what striked me most about Virgin Atlantic is the service. Those guys are on their a-game.

I have flown several times between London and Boston and found the service to be exceptional compared to similar journeys by other carriers. The atmosphere on the aircraft has always been pleasant and you get a seemingly natural sense that you are flying safely.