5.3/10

    From 34 passenger reviews

    Barbara

    from United Kingdom - April 20, 2017

    Flew Economy

    Overall Score

    10/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    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.

    Richard

    from United Kingdom - April 19, 2017

    Flew First

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    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.

    Margaret

    from United States - April 17, 2017

    Flew Economy

    Overall Score

    6/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    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 .

    Ken

    from United States - April 5, 2017

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      Yes

    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.

    shauna

    from South Africa - March 12, 2017

    Flew Economy

    Overall Score

    1/10

    • Overall Value for Money

    • Seat and Cabin Space

    • Customer Service

    • In Flight Entertainment

    • Meals and Beverages

    • Recommend Airline

      No

    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

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