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Virgin Atlantic

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Category: Travel

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United States

Virgin Atlantic Reviews

Marvino March 1, 2011
Rude and Unprofessional
We stranded at Dulles airport to London since June 30th 6PM. It's July 1st 8PM and no assurance of departure.
PLEASE CAN SOMEONE MAKE AN EXECUTIVE DECISION AND GET US OUT OF HERE TO LONDON?
This is CRAZY! and very unprofessional.

At the airport 2-days in a roll due to lack of planning and poor management by Virgin Atlantic flight team at Dulles Airport June 30th and July 1st 2009. STILL WAITING AS I WRITE.

This is flight VS022 from June 30th. WHERE IS THE CEO?
braniff September 25, 2010
Robbed of $600 by Virgin Atlantic
This the tale of how Virgin Atlantic decided to make an extra $600 off of us when its staff knew we had no other option. Don't risk your trip on this airline. This can easily happen to you.

We were returning to the U.S. after a four-day visit to London. We were delayed leaving because I had been feeling ill that day. We arrived rushing as best we could, and were even held up by Virgin staff trying to sell a seat upgrade.

By the time we arrived at the baggage check-in, it was 3:05 P.M. and our flight was leaving at 4 P.M. The agent took a few moments to review our documents, then asked someone else whether we could still put our bags on the flight. That person said no. Given that there were other passengers who were already at the check-in desk when we arrived who still were loading their bags, I know it was merely a Virgin policy to not allow us to load the bags and not any other restriction from the airport.

What was the next and only option? They charged us almost $600 more to take seats on a flight four hours later that was 70% empty. It sent an unmistakable signal: Virgin enjoys sticking it to customers who had some bad fortune.

Again, don't risk a flight on this airline. It's like the worst of the credit card companies or other shysters in the market - the second they can find a reason and know you have no alternative, they'll unjustly suck as much money out of you as they can.
zelig33 July 24, 2009
Unsatisfactory Response from Customer Relations Dept
I recently flew with my 85 yr old mother who, although isn't registered disabled suffers with arthritis and has great difficulty with the seat pitch – I called Special Assistance Department prior to my flight and they said they would make a recommendation for us to have bulkhead seats – they stated that it always wasn’t an available option but as they had made a note on our reservation and told us to book in early, they couldn’t see an issue. When booking into Manchester desk (4 hours before the flight!) the ground crew said there wasn’t such a thing as recommending bulk head seats – and there wasn’t any available anyway – they then persuaded us to part with £60.00 for “extra leg room seats” which were right at the back of the aircraft next to the toilets which were obviously used constantly throughout the 8 hour flight!!
When I sent this as a complaint - about 1 month later I received a letter stating that I should have spoken to the "Special Assistance Department" a fact they sadly did not read as in my letter prior I had stated just that?? - I sent another letter to them in answer to theirs and to date ...as well as 2 more emails have not heard anything from them.
I see Richard has bought another island though !!!
Anyway I am off to contact The UK's Consumer Watchdog for the Aviation Industry - Air Transport Users Council to see what they can do !!!
January 24, 2008
Terrible experience!
My husband Mr Malcolm Ronald Silk and myself are regular fliers with virgin as you will see if you check your records. We have always been so impressed with virgin that we both took out virgin credit cards and joined the flying club with promises that we would be able to use our points earned for upgrades. However on December 6th 2007 we had booked to fly out to Barbados from Gatwick Airport on VS29 and to return on the VS30 flight to Gatwick on the 4th January 2008. Despite numerous phone calls to yourselves requesting we upgrade to premium economy we were repeatedly told that we could not do this so far in advance. We tried again nearer the date only to be told that it was fully booked. We arrived at Gatwick Airport on the 5th of December to make use of your day before check in and to make sure we were at least in with a fighting chance of getting extra leg room seats. When we got to the early check in desk we managed to get the extra leg room seats however whilst this was being processed we over heard staff saying about all flights were going to be changed to Heathrow airport which was news to us. I asked the staff member dealing with our seating arrangements about this which she seamed rather surprised and said "haven't you been informed about this because you are in fact returning to Heathrow airport and that it should say it on your tickets". We produced all of our paper work and she agreed there had been a terrible error because someone had failed to notify us. This was not a good start to our holiday as we had arranged to stay over night at a nearby hotel and leave our car there for the duration of our holiday. We would never have agreed to fly with virgin from one airport and then back to another.

It was obvious that nothing could be resolved at this short notice so the girl arranged for some coach tickets to transfer us on our return from Heathrow back to Gatwick so we could pick our car up. Because we had requested extra leg room seats we were to go to the ticket desk the following morning and pay and pick up our new designated seat tickets. I was very upset by all this but thought we'll make the best of a bad job. The following morning we went to the ticket desk and I was explaining to the young lady on the desk about our dilemma, she then informed us that we could in fact upgrade to premium economy (so called full) great we said there is a light at the end of the tunnel. We asked if we could pay with our virgin flight club points to which we were told that we could if we paid another £230.00 and then 10,000 points each deducted from our flight club. I couldn't understand why the whole upgrade could not be taken from the points as we both have thousands of them. She was very nice but explained it was company policy. I think my husband by this time just wanted me to be happy so he paid it and we upgraded. After a couple of days in Barbados my husband checked his email which is [email protected], to find that an email from yourselves was sent out to us only ten minutes after we had left your day before check in counter informing us that our return flight had changed to Heathrow. On the 30th of December we filled in our check in and chill out forms and posted them in the virgin box as we were to fly on the 4th of January, on the special requests we wrote upgrade to premium economy if not extra leg room seats please. However we know from past experience that no one ever takes notice of the comments on the form. On the 4th of January we took our suit cases earlier than the designated time to Cocomos Beach club on the West Coast in Barbados so we could take advantage of the check in and chill out, we thought going early would again give us a fighting chance of extra leg room seats. Whilst we were waiting we were told by other virgin users that they had booked premium economy seats for the return journey whilst they were back in England, in fact one couple told us that virgin had actually rang them a few days before they left England and offered them the seats as they also had been told previously that they couldn't pr-book them. All these people had originally booked all their virgin flights after us. As you can imagine I was not happy at all again. When the virgin representative arrived with all the tickets I did not complain to her I just asked if there was any chance of us upgrading to premium economy if not then could we please have exit seats for the extra leg room. She then phoned the airport and said yes we could upgrade to premium economy. I asked her three times in front of other witnesses if she was sure they were premium economy seats and she said yes each time and informed us to pay and pick up the tickets from the ticketing area of virgin in the airport. Halleluya I thought at least we'll have a relaxing comfortable journey home I couldn't praise her enough. This was very short lived as when we got to the ticket desk we were informed that there were no premium economy seats for us as they had all been taken weeks before, my heart sank. Are you sure and explained all about that morning and how I had checked three times with the girl. They replied no definitely no upgrades for us and to add insult to injury there were now no extra leg room seats either which we new were available that morning because other people after us got them. I was now in tears but there was nothing we could do about it. I asked for the girls name who had supposedly booked us the seats that morning but no one new it but said that she was a new girl and must have been mistaken and given us the wrong information. Both my husband and I are very disappointed and feel that virgin have really treat us shabbily from start to finish. My biggest concern now is that we are due to fly to Palm Springs in America on the 29th of February and return on the 17th March with virgin, this time both flights are to and from Heathrow which I am not looking forward to all the hassle with virgin flights again.

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