Virgin Atlantic

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