Virgin Atlantic Recenzje 

Very poor service. I have no idea why the staff think they can be so rude. I fact I would say they are aggressive and combative. I won’t be flying virgin if they gave it away.

Told I'd get a refund, seven weeks of silence, then told I'd get nothing

I cancelled booking [99651433]. On that call, a Virgin Atlantic agent told me I would receive a partial refund, processed within roughly two weeks. I confirmed the cancellation on that basis.

Seven weeks passed. No refund, no email, no update.

When I called on I was told I am entitled to nothing at all. No explanation for why I'd been told otherwise, no acknowledgement that the original advice existed.

The issue isn't the fare rules. It's that I made a decision based on what Virgin's own staff told me, and Virgin now takes the position that this simply doesn't count. Seven weeks of silence, then a flat no.
Copy of email from Virgin below
" Our Reference: 99651433

Hello,

We’re getting in touch to confirm that we’ve received your refund request. We appreciate your patience as we process your refund as quickly as possible.

Here are some key points to help manage your expectations:

Processing Time:
You will receive an email from us within the next 7 working days to confirm that we have processed your refund. Following this, it can take up to 14 additional working days for your payment provider to transfer the funds to your account. The exact time frame depends on your payment method and card issuer. While the majority of payment providers typically return the funds within 3-5 working days, some providers can take up to 14 working days.

Bookings including Points:
If your booking was made with Flying Club points, all points paid will be refunded to your account within the same time frame (as per Fare rules).

Flights with Other Airlines:
If your booking includes flights from other airlines, the refund process may extend up to 30 days, as we need to coordinate with the other airline(s).

Payment Method Details:
The refund will be credited to the original payment method(s) used for your purchase.

Thank you for choosing Virgin Atlantic, and we look forward to welcoming you onboard when you decide to travel again.

Sincerely,
Virgin Atlantic Refunds Team"

Very poor experience with Customer Service when trying to close my Flying Club account. The link to a form I was provided by Customer Service to request that my Virgin Red Flying Club account be closed did not work (received an error message that my request form was not submitted on both of two attempts). I therefore contacted Customer Service again, via the web chat, and typed in my request to close the chat. When I did not get a response, I wasn't sure if I was still connected so I typed again, only to receive a response back from the person in Customer Service that I would need to give her "more than 30 seconds to respond." I pointed out that there was no need to be rude, to which she acknowledged that her, "give me more than 30 seconds" response was "rather direct" and apologized by saying, "My bad." Really, Virgin Atlantic? "My bad" and rude comments are the level of customer service one can expect from you? Incidentally, I was trying to close my flying club account after 14 years because of a terrible experience with Virgin Atlantic, and this interaction with Customer Service today reinforces that I have made the right decision to close my account and not fly with them again.

We booked a holiday to barbados last december. We asked for the early flight which they gave us. They then changed the flight to later and the plane with seats booked aswell. We now find out that weve got an early flight with a different plane, ( joke of a service,). We have flown virgin for 10 years. They dont give a dam about you as a customer clearly. We dont know what seats were in neither. Total shambles again

This has now happened 3 times. I book a flight to the Caribbean, I like to choose a morning flight which costs a little more, but that's okay. BUT then Virgin 'review their plans' about 3 months before I'm due to fly, they remove that flight and offer a shuffle to a later flight that day (which by this time has increased in price). So you can move to the flight which is maybe £700 now, but if you'd have booked that flight time initially you would have got it for £550!! It's a con. They get you to buy the flight you want and pay the higher price but then remove the flight you want and you have to fly later but pay more than you would if that was the flight you had booked originally. I also find it frustrating how they cancel a flight and carefully reschedule it within the 2 hour window so they don't have to pay any delay compensation. It all feels a swizz and the airline make loads of money whilst the customer gets a poor service.

DO NOT BOOK WITH THIS AIRLINE, customer service is horrific , I tried to move my flight in autumn due to finding out we have a terminally ill parent , I asked for advice which they gave incorrectly they cancelled my flight without confirming with me or confirming the cost meaning they did not refund me my flights and seats/ bags etc and charged me 1800 for cancellation for a flight that doesn’t leave until September and will not do anything to help me recover the cost or rebook the flight etc which is what I asked for in the first place. This is absolutely disgusting to profit off such a horrible situation. Seats and flights back on sale at full price , absolutely criminal, Virgin Atlantic you should be ashamed of yourselves. Will never fly with this airline again anyone could end up In This situation unfortunately so people need to know how you can expect to be treated.

Just spoke to George in customer services to book a flight as the website kept crashing. He was extremely polite and helpful. He booked my flight and explained everything. Overall fantastic experience.
I find virgin seats very comfortable. The food is ok. And air staff are great.
Far too much negativity on here.

My flight schedule was changed with less than 14 days’ notice. I contacted customer service to request alternative flights, and they confirmed that this could be arranged. However, when my travel agent contacted them, the request was rejected.

There appears to be a serious disconnect between the customer-facing team and the agent-support team. I have called every day for the past six days, but the issue remains unresolved. I have also raised complaints through several channels, yet I am still receiving no meaningful support.

The entire experience has been extremely frustrating and unnecessarily difficult.

I had pre-booked my seats so we are all sitting in a row the change the plane and they have put our seats mixed all over the plane phone to explain to them what happened gentleman I spoke to on the phone was absolutely amazing sorted the seats out straight away for us no problem at all just would like to see thank you very much keep up with a good work well done

Flew from London to Joburg last month. Worst longhaul experience in my 30 years of doing this trip. Flew Economy.Cramped seats with no leg rest. Only 4 toilets for whole of Economy. Worst was the food! Inedible vegetarian food. If you are vegetarian I would suggest you dont fly this airlines. The seats were allocated for us before we had a chance to change( flight was full) and were seated apart. We swopped seats to be together and were right at the back which was full of vibrations all night. Coildnt hear the in service movie as the engine was so noisy so used subtitles. 1 star is given to the friendly air stewards who gave us a 1st class vegetarian meal as our economy vegemeal was so so bad.
Wont travel on this airline again. Only used it due to Middle East stopovers being at risk at the time of flying. Will use Quatar or Emirates or Turkish airlines- much more superior on all levels.

We always try to fly with Virgin and have managed to fly Upper Class a few times but our main complaint is the inconsistencies we have found in the service.
Check in staff were great in Manchester - polite, efficient, helpful - but the check in at JFK was horrible. The man was rude, arrogant, unhelpful and seemed to take pleasure in our discomfort and confusion. What should have been a quick, painless experience was one that makes us reconsider using Virgin Atlantic ever again.
Cabin crew, however, are consistently helpful, friendly, efficient, professional and happy to help - in stark contrast to check in staff.
Also we found the seats were quite cramped and certainly not a patch on the seats we have experienced previously. We were actually in Upper Class and wonder just what the seats in other classes were like, if we found ours cramped!!
We will consider Virgin in the future but it will no longer be our "go to" airline unfortunately.

Never fly with them ever again.
They put my life in danger and didnt support me at all.
Don't go through the CDRL, Aviation Alternative Dispute Resolution (ADR), to complain as in 98% of the complaints they rule in favour of Virgin.
Probably because they are funded by Virgin may have something to do with it.

Flew premium to Manchester to Atlanta return. Wow the aircraft are old and need a lot of tlc, the TV screens in premium were so difficult to watch,they need updating. The food was 50/50, going to Atlanta was ok, but coming back was disappointing. Chicken roulade, with risotto and herbs, was the worst airplane meal I have ever had. Just give people proper meals and stop trying to jaz them up.

This was, without a doubt, the worst international flying experience I have ever had. The airline’s system is terrible, and the staff were even worse—completely unhelpful and lacking any empathy.

I was traveling from India to the USA with one extra checked bag. Before my flight, I tried paying for the extra baggage online, but the payment system wouldn’t work. I called Virgin Atlantic customer service, and they specifically told me to pay for the extra bag at the airport during check-in.

When I arrived at the airport, I only had cash because I don’t live in India and do not have an Indian bank account or Indian credit/debit card. To my surprise, the check-in staff refused to accept cash. I then tried paying with my international credit card multiple times, but their payment system kept declining it. The staff simply told me that I needed an Indian card and offered no alternative solution.

I even tried using an Indian card manually, but that failed as well. Instead of helping me, the staff moved my bags aside and told me to stand off to the side and “figure it out” myself. I was left completely stranded with no guidance or support.

I literally had to beg random people at the airport to use their card so I could reimburse them in cash. Imagine being forced to ask complete strangers for financial help just to board an international flight because the airline has no backup payment options.

The staff showed no concern, made no effort to assist, and offered no practical solution. For an international airline, it is unbelievable that they cannot process international cards properly or provide reasonable alternatives when their own online payment system fails.

I have flown internationally with many airlines and have never experienced anything this frustrating or unprofessional. Virgin Atlantic’s customer service, payment system, and airport support were an absolute disaster. I would strongly discourage anyone from flying with them, especially if you are an international traveler. I will never choose Virgin Atlantic again.

Charged us an additional £100 to sit together then another additional cost if you wanted WiFi
Disappointing. Will use BA next time on principal.

My return journey 18th May was a serious disappointment and made for a very uncomfortable overnight Upper Class journey. Outgoing was excellent but the controls on my seat coming home were dead - meaning trying to lie down to sleep was impossible. Eventually the cabin staff over rode the control each time but this only worked for that moment and if I wanted to move I had to use the TV screen to call for help. In addition the privacy screen was stuck in Open so that added to my frustration. Cabin Team Leader Niki was incredibly kind and helpful but I am so very disappointed that Virgin have not even acknowledged my discomfort detailed in their flight Feedback. The outward plane was one of their new models (excellent as expected) but quite apart from the seat and 'door' faults, it was obvious the Return plane was way past its best and somewhat shabby. Virgin might find they retain more customers by just acknowledging where things have been reported as being not up to the usual high standards. We shall in future fly international using Qatar or another Middle East airline as family tell me they are consistently of a high standard. What has happened to Virgin? Please don't slide into British Airways (Spanish!!)mediocrity.

Virgin Atlantic changed my flight times on a flight from London to Johannesburg (D72LNP) meaning the flight arrives in Joburg 90 mins later than originally scheduled which means I will miss my proposed onward flight to Kasane in Botswana ( which admittedly I had not booked yet, but that was my plan and I booked the Virgin flight on that basis!). As Virgin had moved the goalposts, I asked Virgin if they would kindly book me on the preceding days flight, which was on the normal flight timings and would allow me to make the connection I planned to take, and despite the fact they changed the timings on the original flight they felt they needed to charge me an extra £200 to make the alteration. Why do they feel the need to do this when it was there change that caused the situation. Why can they not show good Customer Service and change me to the preceding day. It would cost them nothing to do so, and would make me a big fan, and instead I will now never fly Virgin again unless I absolutely have to and I will tell everyone I know who customer unfriendly they are! Makes no business sense!!

The sad thing for anyone booking with Virgin Atlantic now is under the new CEO ,the staff you deal with before you fly just don’t care anymore so any issues you’ll just have to lump it.
The new app is appalling when it actually works!

Booked in VA Holiday store. Was the first customer to book and pay for any seats on the whole plane a year in advance.
2 months before we fly, they change our seats in premium that we specifically paid for and wanted due to having nervous flier, disabled person and an infant with our party. They gave our seats to other customers and couldnt change it back to our seats, didnt tell us either, I happened to notice is 6 months later.
We then paid an extra £6k to upgrade to upper class as there were seats that were together, where we wanted, to resolve the predicament virgin had put us in.
It is currently the day before the flight, have checked us in and they have randomly moved my whole party again to random seats in the upperclass cabin. Nobody is next to anyone else in the party, including my 18 month old daughter who is now on her own at the front of the plane?
Called customer service to try and resolve and have been told all they can do is send a request to pre flight team to try and change the seats? In the meantime, our old seats that we have booked have now been taken by people who have clearly just upgraded. So we are most likely going to have to have awkward conversations with other passengers to move around.
Completely unacceptable Virgin!! We will not be flying or booking again with you. 2nd time this has happened for this booking, on a £40something grand trip.

I am a stroke patient with multiple underlying health issuea. have been awaiting a refund from Virgin Atlantic since March 2026.

I have begged them to issue my refund but it has not yet been paid.

As a single mother of 3, this has caused me so many issues directly after my children.

This is a clear violation by law as they have gone past the period ot should have done.

Virgin has continued in a non chalant attitude while trying to resolve this matter.

Please I am calling on all executives who understand what it means to be in my position; take a bold step as this is causing us alot of distress.