Virgin Atlantic Airways Reviews

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★★★☆☆
2.6 / 5
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  • Flight on time?

  • Customer service

  • Comfort on flight

  • Quality of Entertainment

  • Quality of food

  • Value For Money

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Latest Reviews

★★★☆☆

“Had seats all booked together only to be moved on arrival”

Written on: 28/06/2014 by 446Mueller (1 review written)

We had 3 families all save for over 2 year for a holiday to florida. One Family on their quest lost their mother through Cancer. We flew on the anniversary of her death for obvious reasons. It was a very emotional flight out, As we were over the atlantic at the time of her passing. All went great flight was great and we were all there for each other. Our time in florida was fantastic with Plastic been stretched to its maximum. The whole holiday went as planned in fact even better with no… Read Full Review

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★★☆☆☆

“Gone way down hill in the last 15 years.”

Written on: 04/06/2014

When I first flew with Virgin Atlantic 15 years ago the service was fantastic. Welcome pack: large welcome pack with quality items included on both outbound and return flights. Great food: a large tray with real cutlery, starter, roll, main course, desert and a chocolate bar. Great in-flight entertainment system (for the time) and staff who couldn't do enough to help you. 15 years later, what a difference. Welcome pack: small pack of low quality items on return flight only. Food… Read Full Review

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★☆☆☆☆

“Outrageous Customer Service”

Written on: 04/03/2014 by Charlied153 (1 review written)

My ongoing nightmare with Virgin Atlantic started with a recent flight on 23rd December 2013 travelling from London Heathrow to Sydney, scheduled to arrive on the morning of Christmas Day on 25th December 2013. I had booked the flight on 20th November 2013 at a cost of £1132.15 choosing specifically to travel on this date at the peak season inflated price in order to spend Christmas with my sister in Sydney who would otherwise have been alone. On the afternoon of my scheduled departure there… Read Full Review

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★★★★★

“Made Us Feel Special”

Written on: 30/01/2014 by dawndavis458 (2 reviews written)

We flew to Las Vegas as part of a package through the wedding travel company for our wedding. The air crew were especially nice and made us feel special - the complimentary sparkling wine was a very nice touch. Everything ran on time and we haven't got anything negative to say about the whole experience… Read Full Review

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★★★★★

“Refreshingly brilliant”

Written on: 03/12/2013 by oliviacooper (6 reviews written)

We usually fly with Easyjet (ok) and Ryanair (ugh, never again), so what a welcome change it was to fly Virgin (heathrow to edinburgh return). Hold luggage included, no extra costs. Easy and pleasant to deal with, UK phone numbers. Complimentary hot, cold or alcoholic drinks and crisps on the flight - I nearly fell off my seat (which was comfortable and spacious enough). They even handed out Love Heart sweets afterwards. Little gems of attention to detail like that, combined with an excellent… Read Full Review

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★☆☆☆☆

“Awful!”

Written on: 05/11/2013 by primetimep (1 review written)

Overpriced, out of date plane, no leg room. No polite, knowledgable cutomer care via their call centre, check in and air care. Couldn’t check in online. Our allocated chair were all over the plane. No flavour food. Luggage left at JFK when we arrived at Heathrow. It took an hour to get off the plane... the pilot had parked at the wrong place. They changed our flight without communicating it which gave us 5 minute to get from terminal 1 heathrow to terminal 3! we didnt even get an email of… Read Full Review

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★★☆☆☆

“premium economy rip”

Written on: 13/09/2013 by muzzmashe (1 review written)

you get nothing - a couple of extra inches of seat space. food poor - same dirty lavs as economy - same unfriendly flight staff paid plenty for premium economy and got such bad food that on the return flight brought my own. customer support is a joke - they actually do nothing to "support" at all. most frustrating flight experience ever had… Read Full Review

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Stanza's Response to muzzmashe's Review

Written on: 23/03/2014

Totally agree with you; had the same experience two weeks back ( March 2014) With a Cuba flight. Premium Economy wouldn't allow online seat choice and the space was a joke. The staff were the worst I've met in years; spent their time in the galley saying nasty comments about the passengers. Toilets not checked so filthy, food awful, no drink offered before dinner, poor communications while being held on the ground for over an hour at Gatwick. They used to be good, now they have a really unpleasant attitude to customers.

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★☆☆☆☆

“Lack of customer care”

Written on: 04/09/2013 by byronreesdavies (3 reviews written)

Where do I start? I was travelling with my wife and 15 month old son from Orlando international to London gatwick, went to the desk to check in, I asked at the desk to make sure that there was an in flight meal for the baby as there wasn't one on the outbound flight despite making telephone calls to cs and being reassured that there was one ordered, found out that yet again they hadn't but he called his supervisor and supposedly sorted it out. We got onto the plane and found that check in had… Read Full Review

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★★☆☆☆

“Not as Good as it Used to be”

Written on: 17/08/2013 by christianJJ (1 review written)

We travelled to Florida in April 2013 - for a special anniversary - we booked through Disney who used Virgin Atlantic. Disney were brilliant, customer service as one would expect was exceptional and should be used as benchmark for other companies. However Virgin Atlantic were not in the same league for customer service. We felt that the service provided onboard was like a factory process - there appeared no real interest in customer satisfaction and the staff appeared more interested in… Read Full Review

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★★★☆☆

“Flying BA next time”

Written on: 15/08/2013

Virgin Gatwick to Orlando - flew Premium Economy. Upstairs at front next to toilets used by everyone on top deck ( including economy passengers) - queues in aisle at all times. Vegetarian food very poor and as always delivered 15 mins ahead of my husband's normal meal. Going home today from Las Vegas - really hope it is better. We fly long haul 4 or 5 times per year, usually with BA, but are unlikely to select Virgin in the future… Read Full Review

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★★☆☆☆

“Scared of if flight attents are professional?”

Written on: 07/08/2013

Most of flight attendants are not professional and too casual (quite a lot were Japanese because the flight was to Japan). Worse than my home town supermaket cashers. I wonder if they recruite right individuals and provide proper training. I sometimes take VS long haul flight, and feel so uncomfortable with their attitude towards their passengers. I was once sprashed with tomato juice with no proper handling, almost ignored, rude words and attitude. When I was sick on flight, they should… Read Full Review

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★★★★☆

“Great experience”

Written on: 12/06/2013 by Firsttimecustomer2013 (1 review written)

Recently flew to Cancun and back with Virgin and it was the most pleasant flight experience yet. The whole thing was easy, from the booking to boarding and the facilities during the flights. And from someone who gets very anxious flying, this meant I was calmer because of the good experience. The entertainment was especially good and the food was very decent. The reason why this is a 4/5 and not 5 is because of the attitude of one flight attendant. Such a shame that on the return flight, one… Read Full Review

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★★☆☆☆

“Outdated Entertainment System”

Written on: 10/06/2013

Return trip from London Heathrow to Vancouver. As other people have commented - I appreciate that travelling economy is not as luxurious as other classes, however I do feel that the planes we flew on were outdated and lack far behind their competitors. Having flown with numerous airlines over the past year, Virgin is by far the worst. One of the major let downs was the entertainment system which was outdated, and had no on demand functionality (i.e. you had to wait for films and tv shows to… Read Full Review

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★★★★★

“Fantastic”

Written on: 30/05/2013 by chriswortley5 (4 reviews written)

Have flown with Virgin Atlantic 3 times now and am so impressed we just booked a holiday for Nov 2013 by making sure it was a virgin flight before booking. Sure its not the cheapest (for economy class) but if you want good customer service you have to pay these days E.g. they offer to call you back, very pleasant on the phone and always ask if there is anything else I can do for you Mr Wortley. Flew economy in Nov2012 I like the tough screen on-board (but it seems most decent airlines have… Read Full Review

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★★★★☆

“Much better than BA”

Written on: 13/05/2013

I took Virgins new domestic shuttle service from Heathrow to Edinburgh recently and was very impressed with the service. You got a complimentary Sandwich and drink, and the flight arrived 25 minutes early. Conversely we came back later in the day with BA via Glasgow and were delayed leaving the airport by over two hours… Read Full Review

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★☆☆☆☆

“Hell in the Sky!”

Written on: 05/05/2013 by paulfk (1 review written)

From the word go the Virgin experience can only have the word 'awful' behind it! I used my air miles to book a flight from Heathrow to LAX, only to find out two days later I could have saved 25% of the air miles via an e-mail sent by the Virgin frequent flyer club. In order to save the 25%, I lost one day of my holiday and it cost me Fifty pounds in order to rearrange the travel date. My wife and I were both charged three hundred and fifty eight pounds tax for a ten hour flight which I… Read Full Review

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★☆☆☆☆

“Worst Flight from start to finish”

Written on: 01/05/2013

Travelled as a group costing over £10K and have had better flights from budget airlines. Shocking check-in exprience-the woman barked orders at us like it was an army camp. Where to begin with the flight itself, No kids pack (4 year old tantrum controlled) Flight meal was incorrect, cabin crew's only concern was making us feel like the mistake was ours. They run out of alcohol, pepsi and narrowly avoided running out of orange juice by watering it down (disgusting)Duty Free was processed… Read Full Review

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★★★★★

“Way way to fly across the Atlantic with children”

Written on: 12/04/2013 by Rennie123 (3 reviews written)

Have used Virgin to fly to the Caribbean a few times and Florida - definitely my favourite over other experiences with charter and with BA and American. Most of all is the service and enjoyment for the children - I have travelled with mine since 11 weeks old and now age 5 and 8. Love the bag and goodies when they board, love the entertainment seat back, love the service they get from the crew, enjoy the food (mostly the ice cream and snacks runs!). My daughter was awarded a limited edition set… Read Full Review

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★★★★★

“Fantastic flight and airport service”

Written on: 10/04/2013 by groovygrannie68 (1 review written)

I visit a friend in up state new York as much as I can when I have saved enough for my fare. I ALWAYS fly with Virgin Atlantic. for me the whole experience from the person on the phone at bookings, airport staff and my experience on board is 100 p cent. I have just returned after another trip on flight VS 18 the staff couldnt have been more attentive as usual, food great, it was a first time trip for one member of my family and they made sure that she was well cared for. Even at Newark airport… Read Full Review

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★★★★★

“Consistently excellent”

Written on: 09/04/2013 by Jennie.G (1 review written)

Flown 1st class lots of times with VA LHR-US & Japan always fantastic service from start to finish. LHR lounge is stunning. Great food in lounge as well as on board. Flat bed & IFE perfect every flight. All Virgin crew friendly, professional, helpful - nothing too much trouble. Great job Sir Richard!!… Read Full Review

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