virginatlantic.com Reviews
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2.0 / 5
Average user rating
504
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virginatlantic.com Reviews
Read real experiences from customers of virginatlantic.com.
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MJ
March 25, 2026
I pre-booked very expensive seats for a…
I pre-booked very expensive seats for a long haul flight. I have a medical issue that means I need to use the bathroom very frequently, so need an aisle seat. At check-in the seats I purchased were not showing and I had been given a window seat. A one hour call to try and sort this out ended with the agent putting the phone down and no solution so I can't take the flight. Honestly a disgusting experience.
Nellie
March 13, 2026
Customer service is appalling
Customer service is appalling. I called to enquire about upgrading with points to check the previous quote of over 500,000 I got the previous day was correct as it seemed very high. The person on the phone made me feel unwelcome and like they did not want to deal with me, they immediately told me whatever I was told would be correct before even checling for me. When they did check the cost had changed so I was right to call but it left me feeling like they already had my money and was not interested, or possibly they just could not be bothered.I then called again as due to the coldness of the call I forgot to get a cash quote, what a joke. You go through the menu and select if you want to upgrade with points or cash, the person I got through to this time was annoying, once again it was like they could not be bothered and wanted to get rid of me. I told them I wanted a cash quote and all they kept talking about was points and that I need to call another department. Eventually they accepted I wanted a cash quote only to tell me that I have to call my travel agent.Come on Virgin get your act together, it should not be this hard, all I wanted was to find out what it would cost to upgrade to upperclass. Because I am assisted passenger I can't even see what other seats are available, because they allocated me a seat in the cabin I paid for, I cannot even check online what it would cost to upgrade by hovering over an upperclass seat on the plane seating map. Apparently I have to phone and check each time, talk about not being inclusive, if this is how you treat disabled travellers I think it will be better not to request assisted travel so I have the same access to seat availability as able body passengers, and yes I am happy to pay to select my seat.Talk about a bad start.
sadie
March 12, 2026
Gone downhill
I've travelled with Virgin many times in the last 25 years. Before this week's flight, my most recent experience was in 2021. I was surprised at the difference.Our flight was delayed 'due to the inbound plane being late'....big fib for a start as the difference between times was 10 minutes which clearly is not enough time to unload, refuel and load up again.We bid for Economy delight seats and got them on the way out, this included priority boarding or was supposed to.....economy delight boarded LAST! Other airlines upgrade you if they have empty seats in the next level but Virgin expect you to bid for them. Only tried 1 meal which was OK. White wine was unpleasant, red wine was cold!Just an overall feeling of a budget airline. Back in the day I would have chosen Virgin to fly with but not any more.
Patrick Beagles
February 26, 2026
Website terrible doest remember booking reference !
Website terrible if i have put in the booking reference once i have put it in 20 times, why is it not saved under my login, I go to the website put in my booking ref first name and last then my flight is there then i login and its gone, i add it again and its there then i logou or close the page and its gone again, round and round and round !!!
Mahendra
February 25, 2026
Virgin went beyond expectations
When my LHR-BOS flight was cancelled on the BOM-LHR-BOS route on Feb 23, Virgin flew me on the BOM-BOS route with an explicit promise that I would be given all assistance in LHR, including a hotel. On arrival at LHR, Virgin first tried to re-book me to BOS and/or YYZ, but when that didn't work, they were willing to cover hotel and ancillary expenses in LHR. Then, suddenly, a spot opened up on LHR-YYZ, and I was re-booked on it without hassle and made it back to North America - instead of getting stuck at LHR for 3 days. Thanks, Virgin! You've earned my loyalty and goodwill!
Mr davies
February 18, 2026
A dreadful flight in Upper Class …
A dreadful flight in Upper Class from Cape Town to Heathrow on VS479 ,7th February 2006.We upgraded to Upper Class for the experience, but received one not expected. Vary poor cabin staff, limited choice of drinks and food. Even the Captain made a public announcement at Heathrow and apologised for the experience as it was not up to Virgins usual standards. The problem arose because the aircraft did not have enough staff to provide normal service, but enough to safely operate the flight.The problems with the beverages and food would have been the same regardless of crew shortage.First time I have been on a flight where the Captain made a public announcement to apologise for the quality of the product. Upper class it was not.I complained twice to Virgin by e mail, but still waiting for a meaningful reply addressing the issues I raised and not a general, sorry letter.Avoid this airline.
Salonika
February 11, 2026
Bad food and very poor service
Bad food, very little if it, poor baggage handling, damaged my bag and items and wouldn't do anything about. My first and last time flying with them. Emirates/ Etihad much better and cheaper.
Wendy Vickers
February 5, 2026
No customer care
I booked with Virgin Atlantic did not know until I arrived at the airport that my flight was with KLM & Air France. My luggage was delayed due to a transfer. I received a message to say that it was at the arrival airport & would be delivered as soon as possible yesterday. There has been no other communications & I am still waiting for my bag which contains much needed items. I have tried to contact Virgin Atlantic, KLM & Air France & it is impossible. Terrible disrespectful customer Service.
El Medinah Deli
January 26, 2026
I’ve been today
I’ve been today, two version Atlantic first class disc is very bad. Customer service from desk name Paul he don’t know Andy you know help for people attitude is very bad. I pay too much money. at least nice company like version for first class. you have to be nice, Customer service because somebody like bull you don’t have experience enough
steve
January 26, 2026
Shocking in flight service and food VS188
Note:Virgin cannot even be bothered to reply to complaints to see if they can rectify. How arrogant have they become. I read someone elses comments ref the website and app being dreadful and have to agree. Clunkier than a clunkier thing from clunky land. When you consider Virgin are in bradband and TV comms etc makes you wonder how many balls they can drop. Shocking in flight service and foodFlying premium to and from Barbados 10th to 24th January 26. Ran out of most dishes, ran out of rose wine at beginning of the flight, attendants ignored the call button and were scruffy. Food was school dinner standard at best! no bluetooth connectivity or wifi, absolute pants as standard. £7k for tickets shame on you Virgin. Will be looking at other airlines going forward. Flown loads with Virgin premium in last 6 years taking friends too. Amazing how one can be put off by the steady very noticable decline in standards. Especially over the last 18 months.To top the whole thing Virgin are flying around with some old plane stock, atmospheric pressure required compared to new aircraft of TUI and the like makes you arrive more fatigued than carriers using newer aircraft. A330 we were on I estimated to be 12 years old and then some. If I am wrong then maybe Virgin can comment?
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