Virgin Atlantic Airways Consumer Reviews - Page 4

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 way in advance and got a aisle and middle seat for my wife and myself. I absolutely need an aisle and would not have booked this flight if one wasn't available.

When I got my boarding pass at the airport I noticed that our seats had been changed. Why? It was a light flight and they had to redistribute the load for safety reasons. I'm a million mile flyer on United and never heard of this for a huge 747. "Okay, where are we now." "Well, sir, you now have a middle seat with someone sitting next to you in the aisle for your 10+ hour flight." What!!

To say the least I complained. To make a long story short we ended up in the very last row in a 2 seat arrangement. Seats were tight. Service was good and the fight itself was okay especially for the low fare. However, this seat change at the very last minute is not the way you treat customers. Even if they moved us to a different row, but an aisle seat as I expected, it would have been okay. They just arbitrarily changed the seats without even telling us at the counter. There were plenty of aisle seats available as we discovered during the flight. Make sure you call Virgin to ensure you're getting the seat you ordered if this is important to you.

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 its own TV monitor. There are dozens of movie choices, TV choices or music. You can stop, pause, fast-forward, rewind, restart a show anytime. You can sent text messages to another passenger (as long as that passenger has enabled text messages). Food was superb. Wine is served with meals if wanted. No extra charge for wine, beer, cocktails or softdrinks. The restrooms are huge by airline standards. Service was excellent.

Only one disappointment was flying back from Heathrow. They only allow one baggage item and purses and laptops count as baggage. So I had to stuff my purse into my husband's backpack. Other than that we were very content.

I fly a lot on different airlines and have to say the customer service for Virgin Airlines is absolutely the worst. 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. If anything it is getting worse over time.

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.

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.

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.

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.

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. Now, nothing. I feel nothing for you. I can't believe the audacity.