As a frequent flyer with Virgin Atlantic (average 5 times per year) it is very rare I can critique their service, sadly on this occasion I feel I must, myself and my son travelled on the VS073 on 24.05.2024 from MAN to MCO we were sat in the Premium cabin onboard the A350-1000 aircraft (G-VLIB) the check in process and journey through security was seamless without any issues whatsoever, the gate boarding process was efficient and very professionally orchestrated to the letter.

Once onboard we made our way to our seats, and was offered a glass of Orange Juice and a glass of Prosecco as we sat down and got comfy.
Once airborne the crew came around and did a drinks service, which shortly after was followed by the meal service? I understand that airlines want to try and provide Michellin Star menu's onboard their aircraft, but I really think that clientele and destination should play a role in what is served on the menu's! This flight is primarily families all heading to Disney or Universal, thay aren't looking for Moroccan Hummus or Truffle Macaroni Cheese, they'd rather burger sliders, Pizza slices or chips simple foods that relate, the kids meals are always the same cheese/tomato pasta come on Virgin?

As I was served my meal I was asked if I wanted a drink by the crew attendant if I wanted a drink? my son had a Coke Zero, I asked for a Prosecco, the crew member said I couldn't have Prosecco as she would have to get it so can I have something else? Instead I opted for Red Wine now I'm no connoisseur of wine but I now red wine should be room temperature, I was given a can of red wine, which was almost frozen it was that cold! I mean if your trying to serve decadent meals get your drinks right!

Now bearing in mind this was a 8h 35m flight once the meal service was cleared we never saw another drinks service until 75 minutes before landing when afternoon tea was served a total of 5h 55m of nothing, if you wanted a drink you had to go and get your own! Obviousley this caused congestion in the galley area, which I thought was a little dangerous given people queing for the bathroom also, I went up and asked for a Coke Zero for my son and was told they'd ran out? I asked for a Proscecco they told me they had none open? so I asked for a couple of beers save me coming backwards and forwards was told I can only have one as they have virtually ran out also? I mean what is going on Virgin?

Sadly we paid a lot more for our Premium seat apart from the seat itself the service was naff to be honest, as we are both Silver Card holders soon to be Gold Card holders as we fly so much, really disappointed with this flight worst one we have had, I fully understand that the crew work hard but to offer nothing in terms of service for over 5hrs I'd like a job like that.

We are due to fly back on the VS074 MCO-MAN on Thursday 30th May (10pm) Premium again, I really hope the flight back is better than what we experienced going, I feel sorry for people who this is their first time flying or their very first time in Premium as this example was terrible and not at all resembling the qualities that Virgin normally offer their customers

So to start this review the customer service person we booked out flight with (James) was brilliant. Really listened to how special we wanted our 10th wedding anniversary trip to be and even suggested we went on the later afternoon flight as it was the new model plane with all new seating layout etc . We booked it and waited for the day to come around.
Before the day of the flight we got an email that our flight had changed, upon investigation the plane had been switched to the older model.
We called Virgin but there we no alternatives to choose from.
So we went ahead anyway knowing it's going to be good regardless, our first experience of virgin upper class couldn't be bad right?
The check in (3rd of May) was superb. Quick, seamless with happy people enquiring about your plans. Top marks there. (Security was under construction but we got fast tracked and were literally in the club house 20 mins after checking in...rapid!!)
The clubhouse..... Wow!!!
The service, the food, the place, the relaxation is all top drawer...superb and the best lounge we have been in. Could not fault it.
Then came the plane and flight.
Firstly the stewardess we had was brilliant. She knew it was our wedding anniversary and made sure my wife was comfortable, happy and a lovely bottle of gifted bubbly was presented to her...again top marks.
The plane. Wow did I expect better.
I'm 6'4" (nothing these days!) and my seat was cramped and almost claustrophobic, I couldn't stretch my legs , but I thought no worries I always curl my knees up when I sleep so won't be an issue. Not much space to keep things by you but I made do.
When it came to sleeping the onboard team have to convert your seat to a bed (it doesn't just slide downwards like other aircraft, no this gets flipped over) and it was here the problems began.
The "bed" now in front of me was like sleeping on a piece of wood, which you basically are. It was solid and the little sheet they gave you to go on it made no difference at all to the comfort.
The duvet was nice, the free pyjamas were a great touch , but we didn't get anymore than 2 hours sleep on the flight and woke numerous times with dead arms or legs and forget about sleeping on your back, sheer agony. Terrible!
This didn't spoil our holiday, of course it didn't, but it did make us apprehensive about the flight home the closer it got to leaving and the lack of sleep followed by a 4 hour drive home.
We decided to not flip the beds and recline them as far as we could which appeared a better option and we got some sleep, not much but more than the wooden plank option.
To summarise, Virgins service is very good in flight. Clubhouse is another level and the customer service team (for upper class) is spot on, but the onboard comfort, food standards and price for these, leave a bad taste on the whole experience and do make you look around at other airline options for future flights.
They need to resign these old planes asap, or charge a reasonable/ equivalent / reduced price for the comfort level you receive.
I like you Virgin, but you need to up your game in upper class before we consider spending that amount again on a flight.

This review covers both the outward and return flight.
The Upper Class ‘check-in,’ although difficult to locate, was excellent as was the business lounge (Clubhouse). The food selection and service were particularly good in the Clubhouse; but after that it was all downhill. The business class seat cubicle was small and cramped with very limited storage space for the ‘bits’ you need around you on a long-distance flight. The food menu was uninspiring and the actual offering poor. Service was haphazard and slow. The stewards appeared to ignore the service call buzzer/lights. Much disturbance was caused when the stewards allowed some clients to call up their children from economy to allow them to share their specially ordered food, blocking the aisle and making life difficult for flyers and stewards alike.
And then the return flight was delayed three times. As usual Virgin did not stick to the schedule and was late. Not too much of an issue for us, but some American travellers, who would miss their Heathrow connection back to the US, were tearing their hair out and most particularly at the unhelpful customer service as they tried to re-arrange their onward travel from the Mumbai business lounge.
Based on past experience I was reluctant to fly with Virgin but my agent was unable to offer any alternative. I certainly will not use them again.

You book to fly with Virgin Atlantic and you fly with Delta Airlines.
When you book you are given excellent flight times to cope with the horrendous queues in New York. Shortly after receiving your travel details your flight times are drastically shortened giving you no time to queue, go through security and collect your cases before heading to your next flight. If you miss your flight you are advised that you are not entitled to another flight as Virgin and Delta are not responsible for the queues in JFK.
There are no staff to assist you and no announcements are made. You are basically on your own. My wife and I were really disappointed with the customer care as there was none. Try another airline that will give you good customer care, not abandon you at the airport. I was offered vouchers when I wrote to Virgin, but as my wife and I would not fly with Virgin again, I requested that they kept the vouchers.

Leading up to the trip, 2 gentlemen were very very helpful at the airport. Sharujan and Adif provided me with extra bags to carry my medication onto the plane etc.

Then on the plane, the air hostess named Jasmine was incredible. Her service was incredible and she was very attentive to our needs.

All the staff were but Jasmine especially.