Virgin Atlantic

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.