Virgin Atlantic Reviews 2,205

I have nothing negative to say about VA. I don’t know why there are low reviews because my first time flying with them from Heathrow to JFK and one of the best flight experiences I’ve had.
- They keep you up to date constantly with any delays and make sure you’re ok.
- Their customer service is 10/10 for friendliness and confidence.
- Their plane food is GOOD quality!
- Smooth, comfortable and affordable flights.

Just a lovely experience as a round trip. They work hard and always providing service with a smile

Virgin Atlantic review

The luggage allowance was no fuss at no point was our luggage weight checked. We all had hand luggage and that was very easy to get on board

Online check-in was a bit tricky, as it wouldn't register our Esta, so we had to get assistance from staff in the airport. We could not check-in before the day of the flight. We were all allocated our seating prior to check-in? And all the children and the family were kept together very good

The food on board was excellent, it just kept on coming. I felt as if I was being fed non-stop throughout the flight
We were given afternoon tea, given a meal and then Later on we were given another snack and then we were given another meal 90 minutes prior to arriving at our destination. Each meal also came with a free choice of wine or beer.

I felt very full and well fed well done Virgin Atlantic. Service was good. However, there was one member of staff serving us, i Don't think smiled, or greeted us throughout the flight. Sometimes you don't really understand what the reason for that is, but generally the staff and the service was good. There doesn't seem to be any allowance for children in the queuing system. We With our six-year-old and 9-year-old were in group 10, which was the final group. I'm not sure why that is
Even if there's only 2 groups. Surely you can put those with children in the first group and those who are just adults and healthy and a couple or single, and in the final group

However, Virgin Atlantic performed very well, we were able to obtain our flight tickets in the January sale, so we got a very good price for direct flights to New York return, and the service was good. We will certainly be using Virgin again, if there is a sale and it's affordable to us

Charging for seat selection is a crime!

Booked my flights, economy classic, not light, they want to charge for selecting seats. Robbing gits!

I just arrived in Heathrow from Miami flying Upper Class (business class) and have to say the experience doesn't come close to the hype on the website. In a nutshell, it's a candy coated cheapo airline with a super premium price tag.

1. Check-in at MIA was terrible. The agents were lazy and had a poor service attitude. My agent held my processed passport and boarding passes for 5 minutes to engage in a conversation with her coworkers.

2. The Upper Class cabin is tight. Its barely a step up from domestic first class without reclining seats. The seats at "full recline" were about 15 degrees from vertical. To convert the seat into a bed, the back folds forward like the back row in a SUV. Privacy is non-existent with narrow cocoon. My view was the galley.

3. The food and wine were unremarkable. Sir Richard's wine supposedly from his own vineyards tasted like watered down vinegar. The pre-ordered meal was fair but gave me severe indigestion.

4. Cabin service was average. The flight attendants were polite but seemed to be continuously distracted and couldn't remember what was on the menu as they went seat to seat to take the food and drink orders.

5. The Club in the Heathrow Airport is great. Food, service, and amenities are all top tier. The drinks are mediocre.

I still have another long leg. I have no idea what's awaiting me at the other end.

My experience with Virgin Atlantic was extremely disappointing.

My trip to Bengaluru was shortened by two days because both my outbound and inbound flights were cancelled, and no proper explanation was provided. This caused a great deal of unnecessary stress and significantly disrupted my travel plans.

What made the situation even worse was what happened on my return journey. At check-in, after all the disruption I had already experienced, I was asked whether I wanted to upgrade my flight for “only” £900. I found this completely inappropriate and frankly offensive. After cancelling both flights and disrupting my trip so badly, the last thing I expected was an attempt to upsell me. At the very least, I would have expected more sensitivity, or some gesture of goodwill.

I understand that disruptions can happen in air travel. What matters is how an airline communicates and how it treats its customers afterwards. In this case, the lack of explanation, the poor handling of the disruption, and the tone-deaf upgrade offer left a very negative impression.

Based on this experience, I would not choose Virgin Atlantic again.

They separated all of us from the same booking to different parts of the plane for a 14 hour flight and doesnt even give the option to change as there is not enought availability. We are checking in exactly 24 hours before!!! For that one seat option to change from one economy to another economy seat is at least £50. HONESTLY WORST

I booked a package holiday with Virgin Holidays which was cancelled due to the conflict in the Middle East. I was due a full refund of over £3,400.

While most of the refund was eventually processed, I am still owed £230.45. I was told this would be paid within 14 working days from 23rd March, but this deadline has now passed and the payment still hasn’t been received.

Despite repeated attempts to resolve this, there has been no ability to escalate the issue internally and I was simply left waiting for the payments department with no clear ownership or accountability.

I would not recommend or book a holiday with them in future — worth bearing in mind for others who are unsure which company to choose.

As a comparison, the same holiday booked via British Airways, our friends received a full refund within 4 working days.

Overall, the experience in trying to recover an agreed refund has been frustrating, slow, and lacking basic follow-through on a confirmed payment timeline.

Absolutely fantastic flights to and from America. Clean friendly and most importantly, good leg room without the need of an upgrade.

Dont bother emailing, they will give you one half hearted response then ignore you. Our flights to Dubai are booked via virgin but on an emirates flight, emirates have included our flights in the dates to cancel /amend due to the ongoing WAR!! But virgin are doing absolutely everything to cling on to our money and refusing to cancel our holiday? How do they expect us get to a destination to stay in the hotel with no flight?
Ive even got a doctor's note saying the stress of this situation is causing harm to me and my unborn baby and Virgin could not care less. I will never ever use this disgraceful company again. Avoid at all costs!!!! This was meant to be our honeymoon and now we wont be having one due to virgin keeping hold of our money refusing us to give it us back. By the time we get the money back( i highly doubt the holiday will be going ahead) I will be too far along in my pregnancy to fly.
AVOID AVOID AVOID

Staff were brilliant under difficult conditions. There was a large group of orthodox jews on the flight causing a lot of disruption with standing in the aisles and blocking toilets during prayer.
Easy booking process. Flight on time. Usual extra cost for choosing a seat but overall a good experience.

Rating: 0/5 Stars (If I could)

​If you value your sanity, your money, or the safety of your family, avoid Virgin Atlantic at all costs. What used to be a premium brand has devolved into a chaotic, unaccountable mess that treats passengers like an inconvenience rather than customers.
​My experience trying to perform Umrah with my pregnant wife and infant child has been nothing short of a logistical nightmare, fueled entirely by Virgin’s breathtaking lack of communication.

​The Timeline of Incompetence:
​The Bait and Switch: I booked Heathrow to Jeddah in November 2025. By March 2026, a reasonable 2-hour layover in Riyadh was arbitrarily hiked to 12 hours with zero compensation or care.

​Zero Communication During Crisis: Despite the regional instability between the US and Iran, Virgin Atlantic went ghost. No updates, no security advisories, nothing.

​The "Take It or Leave It" Ultimatum: One day before my flight, I had to call them. They had unilaterally moved my flight and offloaded me onto Saudia Airlines. The representative’s attitude? "Take it or leave it." With non-refundable hotels in Mecca and Medina waiting, they knew I was trapped.

​The Return Flight Betrayal: Before leaving, I explicitly asked if my return flight on April 10th was confirmed. They said "absolutely." They lied.

​The Current Disaster:
​I called them today "by chance" only to find out my return flight is cancelled. Their justification for not telling me? "We aren't informing customers." Read that again. An international carrier is grounded and simply decided not to tell the people stranded abroad.

​The "Solution" offered by Virgin Atlantic:
​They won't fly me out until April 15th (5 days late).
​They expect me to make my own way from Medina to Riyadh—a 13-hour drive—with a pregnant wife and an infant.
​They are refusing a refund.

​They are refusing to cover the additional 5 days of hotel costs they’ve forced upon me.

​The Verdict:
​Virgin Atlantic has abandoned a family with a small child and a pregnant woman in a foreign country during a period of regional unrest. They have failed their basic contractual duty to provide transport and their moral duty to provide information.

​They are happy to take your money in London, but the moment things get difficult, they will leave you stranded 3,000 miles from home without so much as an automated email. Never again.

​Note to Virgin Atlantic: "Expect the Red Carpet"? More like expect the cold shoulder. You have turned a sacred pilgrimage into a high-stress survival exercise. See you in small claims court.

had flight this morning so stayed in hotel at Heathrow airport only to be woken up to a text it been cancelled and put us on another flight later in the day 6 hours later, we are here with our autistic son who has special assistance and despite the delays and cancellation virgin are refusing to do anything even though their own website says about complimentary meals, etc they have done nothing to accommodate us never mind the fact we have paid for hire car which we can now no longer pick up due to delay

We had bought 2 tickets and they sat us separated in a 8h. Flight. We did the checking just 1 h. after it opened.
This is marketing and analytics at their best playing against customers and taking extra money from our pockets. This airline is obviously only assigning seats to customers not in the order of buying them but leaving all unsigned so whoever is willing to pay more can pick, assigning only the leftovers to the rest.

we were able to book our flights

Do not fly virgin atlantic they don't offer extra legroom to disabled passengers they want to charge you extra
BA offer extra legroom seats at no charge for disabled passengers and one other to sit with them..
Virgin refused......shocking will never fly with virgin again you should be ashamed charging people more money to fly due to a disability

We paid $4200 dollars for an emergency airfare from Austin TX USA back to the UK with Virgin Atlantic as my father was critically ill in the hospital, he unfortunately passed away the day before we were supposed to fly out. Virgin Atlantic has the worst customer service having to wait hours on the phone. We literally had to fight for a refund for our flights even after getting the death certificate from my father who recently passed which was already a stressful experience. The issue only progressed after filing a BBB complaint

Awful experience on live chat. Working in a business that uses live chat, I can understand why it's so bad as staff are given huge volumes of chats to manage in tandem. Management are to blame for this and not the individuals as they are putting them under too much pressure which leads to very poor quality interactions with customers. Constantly just have the feeling of being fobbed off as they just want to close the chat asap. Interaction was rude and impersonal.

I bought £500 worth of Virgin points for later use in the year.Found out that when l came to use them they are only worth £380.Where has the £120 gone?Nobody seems to know.Computer says............Be very careful when signing up to Virgin Points scheme.

totally misleading - lower prices are offered online but it never lets you purchase. It is like a bait and switch thing - when you call to try and get support they then quote £700 or £1000 more for the exact same route. This has been the case for months. Totally deceptive and misleading - I have flown virgin exclusively for decades but I think it is now time to look elsewhere as I no longer trust them with this sort of dodgy behaviour. Now they are just another airline. Truly sad.

We talk now about Rip of Britain and now the airlines are getting involved in doing even with the simplest things. I have booked with Virgin flights to Grenada going out in upper and coming back in Premium Economy with the idea that I could upgrade my Premium Economy ticket to Upper. When going on there website you can see the number of miles needed to buy using points a Premium economy ticket (200000) and Upper class ticket (350000). So logic would suggest that to upgrade it would be the difference between the two numbers (200000 - 350000 = 150000 Points). However that is not the case I was quoted today by Virgin 652000 points per person to upgrade. The only logic you can apply here is that Virgin are ripping of there loyal customers