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Virgin Atlantic Airways Consumer Reviews - Page 3

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Terrible Customer Service
By -

While on our way to Heathrow Airport, we were stuck in traffic for 2 and half hours because of an accident and me and my wife were 7 minutes late before the baggage closing time which I found later as being 60 minutes prior to the actual flight time. They refused to do anything at all. We requested to let us fly without our baggage and they still refused. We were directed to the booking section where the representative told me that there was a 200 pound change fee per person but had no seats until the 26th of October.

She suggested us to come to the airport every morning and stand by just in case someone doesn'€™t show up or buy a one way ticket for the next day for $1500 each. We were basically stranded at the airport. We basically were forced to take a United Airline flight back for $1200 the same day. What kind of airline is this? Are they trying to make money off of people who had no control over the situation at all? I will never fly Virgin Atlantic again.

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They Just Don't Care about Medical Emergencies
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CALIFORNIA -- I purchased 3 tickets that cost around $1,500, and had a serious medical emergency that prevented us from taking the trip. I canceled two weeks in advance, and requested a refund. The refund was denied. I was unable to use the credit due to this ongoing health condition, and because I rarely fly. They were unwilling to refund even after I faxed in a note from my partner's doctor. (I have since faxed in other verification of several other hospital stays.)

During one communication with Guest Services customer service rep, I was told that the credit expired in August, when, in fact, most of it expired one month earlier. This led to most of my credit expiring. I have asked for an extension on the credit, so I could try to sell the credit to a third party at a discount. (I wish I could use the credit for flights, but, I'm just not in a situation where we could do that.) So far, the request has been denied and I'm losing hope.

I think Virgin America is being unfair -- I cancelled on time, and did not preclude their re-selling the seats. I think the policies are unreasonable and the staff and management are being inflexible and inhumane in this situation. Virgin America is profiting $1,500, getting my money without rendering any service. I feel robbed. If this situation is resolved, I'll post a followup or remove this review.

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Virgin America Airlines Horrible Customer Service
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SAN DIEGO, CALIFORNIA -- I felt compelled to write this letter after the thirtieth birthday trip my partner and I planned was foiled by the apathetic attitudes we experienced when dealing with Virgin America Airlines. Initially we booked this flight because we were told this smaller trendy airline was fun and slightly more personable than the typical "€œbox them up and shove them through"€ airlines most of us experience when we fly today. Initially we had some problems booking through the airlines web page so I called them directly and had a representative their book our trip.

The day before our departure arrived and everything was set to get off the ground when we hoped it would. However things quickly took a turn for the worse after we realized they had made a scheduling mistake with our flight. Aware of $40.00 rescheduling fee I hastily called the Virgin America'€™s customer service hotline to resolve the issue.

What ensued can only be described as the most painfully time consuming and frustrating experience I have ever had when dealing with an airline. Not only did Virgin America charge me the $40.00 rescheduling fee outlined on their webpage but they also added the difference in prices between the flights. A fee of $272.00 was accessed by the airline to change our departure from San Diego to San Francisco and an additional charge of $272.00 for our return flight as well. The customer services representatives were blatantly indifferent to our situation and staunchly insisted the $544.00 total fee difference was "€œmy only option€."

I was disturbed that the representatives I dealt with (three separate individuals) seemed to deliberately and maliciously leave me on hold for fifteen minute increments for nearly two hours. I felt as if each time they picked up the phone they were only doing so to ensure they were operating within company consumer holding protocol (assuming of course they even have such policies). At no point did they offer me options or give me professional feedback regarding the status of the issue while I was holding.

I never felt as though they were operating to assist me with my problem in any way. The representatives I dealt with were unbelievably disrespectful to me as a customer and highly unprofessional. The changes I did make were painfully time consuming, stressful and costly to our vacation budget. When all was said and done I ended up with the exact same flights I had originally paid for. However a $125.00 charge was accessed on my credit card for good measure due to my changes and their time. Mind you the changes I initially tried to make were canceled and I reverted to my initial flight within an excruciatingly long two hour period.

The bargain we thought we were getting to fly on this airline was not at all worth it. Not only did I end up paying $323.00 for the exact same flight that I originally booked for a cost of $198.00 but my total losses due to other cancellations exceeded $500.00. I would highly recommend that all my friends, family members, other consumers not wanting to suffer the same fate consider flying with another more service driven airline. Our best experiences to date have been with Southwest Airlines. Unimpressed San Diego.

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Avoid Virgin Atlantic if you are elderly or non-white
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Virgin Atlantic staff repeatedly failed to provide wheelchair to a non-white elderly gentlemen at SFO and London-Heathrow while other passengers were readily transported by wheelchair when requested. Avoid Virgin Atlantic if you are elderly and non-white. Virgin Atlantic or the company that manages the wheelchair requests for them are racists.

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Virgin Atlantic Is A Thieving Organization
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I meant to transfer 94,000 American Express points to Virgin America and I accidentally transferred them to Virgin Atlantic instead. The fine folks at American Express tried for ten days, but the thieves at Virgin Atlantic WOULD NOT RETURN the points! I will NEVER fly Virgin Atlantic and I will tell everyone I know not to either. I will, however, be a loyal (Platinum Level) American Express Member as long as I live.

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Ain't No Love at LAX
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I'd rather walk than fly Virgin Atlantic. The ticketing staff at LAX are officious and obnoxious. If they can make your circumstances worse, they will go out of their way to do so. Take Air New Zealand - they have staff who actually want to help you.

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Hours of Stalling by 'Customer Service' Rather Than Assistance
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NEWARK, NEW JERSEY -- 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. This is more painful and time consuming than any other company I've dealt with.

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Do Not Agree to Help the Airline
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WASHINGTON, DISTRICT OF COLUMBIA -- On June 24th, I boarded my Virgin Atlantic flight to London (flight VS22 from IAD to LHR). They had been looking for passengers to give up their seats on an overbooked flight. After everyone had boarded, they were still calling for two volunteers. I agreed because my work meeting didn't start for 18 hours after I arrived and they were offering two free tickets anywhere Virgin Atlantic flies.

I got OFF the plane, was asked to sit in the boarding area for another 15 minutes while they got my bags off and did the paperwork. Then it turned out they didn't need both of us and without consultation, I was just told to get back on the flight. I was assured that my bags were being checked back on and would be on my flight. I arrived in London with no signs of my bag and spent three horrible days sloshing in cold, rainy London without appropriate clothing for the work meeting or the starkly different weather. (It had been sunny and warm when I left the states.)

I filed a baggage claim for delayed baggage for the trip and months later still haven't received the baggage office's promised reimbursement of GBP100 (in U.S. Dollars equivalent) nor any correspondence explaining its delay. I had to spend nearly GBP300 to purchase clothes and shoes I could wear to my two day work meeting. Part of the reason it was so high is I would gradually get basic items of clothing to look presentable -- underwear, socks and shoes one day, a jacket the next day, then work clothes the last day. My bag arrived the evening before I returned to the States.

In addition, I emailed a complaint with Virgin Atlantic about the situation that led to my bags being taken off the plane before take-off and not restored, and haven't heard anything from the company on this matter except for receipts for my email. I was literally thrown back on like baggage without acknowledgement for my effort to help the airline deal with an oversold flight. I can't believe airlines are allowed to treat people this way. And to think I thought I was trying to help.

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Avoid Virgin Atlantic
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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 all was well. After about a 2 hr delay the flight took off and there was smoke coming out of one of the wings and the plane was redirected to JFK. When the passengers were asked to get off the plane at JFK they were all confused and no one was helpful to them and told them what to do next.

After a lot of confusion they were told to go back to Newark (at their own expense) and talk to the crew at that airport. When they got there no one seemed to know what to do. They were told that they will be put on another plane in the evening and given hotel rooms for that time. That evening when the passengers went back to the airport they were again sent back to the hotel. After all said and done most of the passengers got to travel almost 48 hrs after scheduled departure.

Meanwhile Virgin Atlantic personnel handed out letters to all the passengers which clearly states that Virgin will provide them with a round trip ticket equal to that day's trip or a full refund. I have been trying to get the refund from them for the last 5 months and I have been communicating with them through email and fax. I have sent in all the information they need and they are not willing to honor the letter. Last thing I got from them was a form to fill out for lost tickets, after trying to explain to them that that form does not and will not help me in this case they have stopped responding to any of my emails.

I am entitled to full refund of 4 tickets and I expect to be compensated for all the trouble my family had to go through because of them and the domestic flights that we lost. What can I do to get help in this matter? Please advise me. Thank You.

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Customer Service!
By -

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 and it would come the following day. I was supposed to transfer to an American Airlines flight to Toronto but due to the late arrival I missed that flight and was put in a hotel for the night. I traveled on to Toronto on the afternoon of August 20th. On the 21st I called Virgin at JFK to ask about my bag. Nobody was able to help me and there was no record of the file number I was given.

Over the next week I continued calling several times a day with the same response. My call was constantly forwarded to various Virgin personnel, none of whom were able to give me any answers. I finally called the VP of Swissport baggage handling services to see if they could help me. He told me my bag had been at JFK since August 20th but he could not understand why it had not been forwarded. He arranged for it to be shipped to Toronto by FedEx the following day which it was, although Canada Customs would not release it so I had to rent a car to drive to Toronto airport and pick the bag up myself.

After receiving my "lost" bag (12 days late!!) and unpacking it, my digital camera was missing! I then returned to Dubai via the same routing on September 21st with an eleven hour layover at Heathrow. On arrival at Dubai the following day both pieces of my luggage did not arrive! They came in the following day and were delivered to me at home.

I have sent several letters to Virgin Atlantic over the last six weeks, including to the Director of Customer Services. I have incurred a lot of expense in the form of many long distance phone calls, car rental and had to replace my digital camera. A month ago I submitted a claim form to Virgin Atlantic (London) but have yet to hear a response from them. There has been no offer of any kind of compensation for my losses. In fact I have had NO response from anyone at Virgin Atlantic since this whole episode began on August 19th!!!

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Virgin Atlantic Airways Rating:
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1.0 out of 5, based on 3 ratings and
39 reviews & complaints.
Contact Information:
Virgin Atlantic Airways
747 Belden Avenue
Norwalk, CT 06850
203 750 2000 (ph)
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