I tried to change my return flight and they made it impossible. The "bot" on the website doesn't work. Wait times on phone, if you can find a phone number, are ridiculous. Agents don't know what they are doing. You would think I was the first person ever to need to change a flight.

I have been told twice that a refund was coming in 14 days and both times it has not happened. Spent an hour on the phone yesterday with a nice man who was not given the tools he needs by his employer. He knew nothing. Waiting another 14 days now. I've spent hours just trying to get a refund because they couldn't figure out how to change my flight. Truly awful customer service.

My flight from London to NYC was amazing, the cabin crew was extremely nice and the service was spectacular. Cabin crew Anna was amazing, shoutout to her. Food was okay it was not bad. Seating was really comfortable and there was plenty of leg room. Overall amazing 7 hr flight, will definitely fly with them again!

The customer service was very nice! I commute a lot to london, I have never use Virgin before so I was hesitant. Oh was I so wrong checking to JFK was easy the ticket agent was very nice and courteous. My son who study in London and fly a lot was very happy with the service. We have never use Virgin Atlantic before. On the aircraft going to London flight attendants was very nice Returning back to NY one flight attendant makes sure I had snacks because I am allergic to chocolate and was given a chocolate deserts. She made sure I was comfortable. The foods on departures and return was good..And the flights were smooth ride! Good bye American Airline Virgin Atlantic has got my attention! I want thank crew at Virgin Airlines and tickets agents for Exceptional service. I would Recommend on 10 stars...
Soyini!

We organised a 15-day trip in the American West Coast. For that, we travelled from Paris to San Francisco on January 7th and did a correspondance in London. Our trip London-San Francisco was done with Virgin Atlantic (VS019). When we arrived in San Francisco, we were informed that our bagages were delayed. We informed all the data regarding our 15-day trip in the west coast (locations, addresses)and received an ID for the request to follow up our baggages status (ID : SFOVS34400 / LHRVS22798). We updated the data every time we changed of locations to be sure to receive them where we moved. We never received our luggages and the status online was never updated. We tried to contact by phone Virgin Atlantic but they never replied to us and always redirected us on their app that is absolutely useless. We then had to buy clothes, underwears, essentials... We sent our receipts to be reimbursed 10 days ago, we still have no news about any reimbursment which is an absolute scandal !! Nobody called us and we are today back to France without our luggages, a joke !

Recently flew for the first time with virgin used there hospitality lounge the facilities were good but the food was very poor not up to the standard of other lounges our seats on tge plane had been prebooked which they changed at checkin not a big problem but you expect to get the seat you have booked and it split our party of 6 up leaving one person on there own i was loookng forward to my meal but the only option was chicken or veg curry yes i know we were going to india but not everyone wants curry on xmas day i ask if there were sandwiches none avalaible the same for the next meal so 8 and a half hour with no food and the same on the return journey and then they did not bring any drinks out until 1 hour after the meal feel completly let down will not use thjs company again had much better sevice for long haul from other airlines