I recently booked a flight from Dulles, Washington, to London, Heathrow, on Virgin Atlantic. The flight was at about 6pm. A day later the airline emailed me to inform me that they had canceled that flight ... read full review4 Replies - Latest reply on 05/26/2009
Horrendous Customer Service
I had originally booked a flight from New York JFK to London Heathrow for the 10th of April (last week). A couple days before the flight, a close family friend passed away. I had to postpone my departure ... read full review
We called to cancel a flight reservation having the option of one free flight change on each side of the trip. Call your travel agent, they say and your agent says call Virgin Atlantic. $1100 has been spent and we are still trying to get an overseas ticket.
2 Replies - Latest reply on 09/18/2008Add reply
This is more painful and time consuming than any other company I've dealt with.
Virgin America's Gotcha Game
VENTURA, CALIFORNIA --
Re: the Virgin America “gotcha” game….
I am a vice president of a company and a seasoned “road warrior” with considerable experience flying with some of the best airlines in the world ... read full review3 Replies - Latest reply on 08/11/2008
It began when, a week before our flight, we received an email from Virgin saying our searing had been changed and the new seats would separate all 3 of us. We had booked the seats 6 weeks before. When ... read full review17 Replies - Latest reply on 07/25/2008
CHICAGO, ILLINOIS -- Our flight was from Chicago Ohare to London Heathrow, then we took a connection flight with a different airline, and then eventually, back from Heathrow airport back to Ohare. On the way to London the ... read full review6 Replies - Latest reply on 07/20/2008
This was the one of the worst carriers I have ever flown with (I have been to Europe 5 times). The seats are very uncomfortable and cramped. They lost our luggage for 2 days. We were told we could spend $100 (GBP 50) each for "essentials". We submitted our documentation for reimbursement and 6 months later - we still have not received a check. They are very unhelpful. Coming home, the Virgin Atlantic flight was late so we missed our connecting flight.
1 Replies - Latest reply on 04/22/2008Add reply
They were unhelpful. We waiting 10 hours in the airport for another flight and had to argue with the airline to be placed on it. I will try not to fly with them ever again.
I hope you will make sure that Sir Richard B. gets to see what some of our bitterness carries towards his airline. I said this because his airline is full of inefficient and morally bankrupt staff that cares more about themselves than the reputation of the job which earns them daily bread. It was in October 2007 that I lost my luggage on the way from Johannesburg to Boston. I tried filling a complaint immediately, followed it with many phone calls. I was told to wait for 20 days and asked to make a formal claim. I'm writing this complaint on February 25th 2008; they did not care to even tell me where my case is in the pile of similar questions like mine.
1 Replies - Latest reply on 02/25/2008Add reply
I will never forgive this airline and Richard if they ignore me. They will only add cents to my compensation request. Remember the court case of a guy whose jacket was trimmed in the laundry?
SAN FRANCISCO -- Shame on you Richard Branson. I thought you knew better. Charging me $40 for canceling my $39 SFO-LAX flight was beyond the pale. That means I gave you $160 for nothing. Nothing. Southwest Airlines at least gives customer credit, Jet Blue doesn't rip me off the way you do. I was so excited about your SFO-LAX route since I travel it at least once a month.
10 Replies - Latest reply on 10/17/2007Add reply
Now, nothing. I feel nothing for you. I can't believe the audacity.
Avoid Virgin Atlantic
NEWARK, NEW JERSEY -- On feb 15th 2007, my wife and son and my parents were supposed to be traveling on Virgin Atlantic flight from Newark to Delhi with a stop in London. When we got there and went through the boarding process ... read full review4 Replies - Latest reply on 07/14/2008
Unexpected Seat Change
SFO, CALIFORNIA -- We just flew, for the first time, with Virgin Atlantic to Heathrow. Our one way ticket was very inexpensive and we had a great few days in London because of Virgin's low cost fare.
I booked this flight ... read full review7 Replies - Latest reply on 01/23/2007
Best flight we ever had
This company knows how to treat people. We flew from Dulles to Heathrow 2 weeks ago and back again 2 days ago. Every seat has it's own tv monitor. There are dozens of movie choices, tv choices or music. ... read full review10 Replies - Latest reply on 11/06/2006
On August 19th I traveled from Dubai to London and then London to JFK. On arrival at JFK (3 1/2 hours late) one of my pieces of luggage was missing. I was told that it had not been loaded in London ... read full review4 Replies - Latest reply on 10/04/2006
I fly a lot on different airlines and have to say the customer service for Virgin Airlines is absolutely the worst.
6 Replies - Latest reply on 07/23/2006Add reply
Here's a recent and typical example:
1) I called to change a flight date
2) On music hold for 20 MINUTES
3) Operator answers, asks for current flight info. I provide it.
4) 10 MINUTES later she can finally call up the flight on her computer. I tell her the new date I want.
5) 20 MINUTES later she says there are no available seats between San Francisco and London from now until the end of 2007. I say that isn't possible can I talk to her supervisor.
6) 10 MINUTES later she says the supervisors are TOO BUSY to talk to customers, call back tomorrow.
7) I say that isn't acceptable, I want them to call me back within an hour. She says she will tell them.
8) 24 hours later still no call. 48 hours later still no call
9) Send an email to website designated customer service complaining.
10 Never hear back.
Apparently this is considered OK customer service by Donald J. Carty Chairman of its Board of Directors because he is obviously doing nothing to improve it. It anything it is getting worse over time.
Dear Richard Branson,
1 Replies - Latest reply on 04/17/2001Add reply
As a frequent user of your company, I feel obligated to share with you my experience.
On my recent trip overseas, I had the opportunity to fly your airline. It was a delightful experience! I think I was so use to being treated badly by domestic airlines, I caught me off guard to have such an enjoyable experience. Thanks and keep up the great work!