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Round trip from LAX to JFK. In both cities, the check-in and boarding procedure was confusing and chaotic with extremely long wait times. There appears not to be enough ticket agents. They are really cutting corners with customer service. While I was waiting in the ticketing line for 45 minutes, an agent kept warning us that the plane gates would close 10 minutes before departure. Yet there was no concern for getting the line to move faster. It was very disorganized boarding the plane, and we could not hear the agent's instructions. Employees are aloof.

San Francisco to San Diego in so-called "First" class. Compared to other North American carriers much newer airplane and better seat. However, nothing special if you apply international standards. Only 3 guests in First but dedicated stewardess preferred to read a magazine rather than pay attention to customers, we had to press the call button whenever we wanted anything. Flight was around 90 mins but 30 mins before landing they stopped serving alcohol. Snack platter was lovely for this short flight but drinks pretty cheap and nasty.

Flew 'main cabin select' from LAX to SFO. Flight was delayed. Seats were reassigned due to equipment change even though it was the exact same configuration. Main Cabin Select includes dedicated overhead compartment. We boarded ahead of the rest of the main cabin and put our blazers in the overhead compartment. Flight attendant told us it was a full flight and our coats had to go on the floor in front of us. (What happened to “dedicated overhead compartment?”) Flight attendants were aloof and came across as uncaring even on a 55-minute flight (that was delayed over 3 hours).

PSP-SFO-LAX overnight in San Francisco. On each flight, ground and cabin staff were friendly, professional and considerate. Seats were comfortable and I found many no-cost entertainment options. Non-alcoholic drink service was good in that they leave the drink can or give a generous filling, as opposed to my previous experiences on similar carriers. Aircraft was well maintained and the ambience soothing with the cabin lighting.

The best US domestic airline service available. Family flew Chicago to Las Vegas via San Francisco return. Staff pleasant and helpful at both ends. Interior of plane was new and clean. Entertainment system in seatbacks is superb - some movies and visuals are pay per view, but the entire music selection is free. It's good to order food and drinks from your seatback and have them delivered to your seat. Staff wear interesting, uniforms and pilots greet on arrival and departure. They offered the cheapest fares for the route and San Francisco is a fabulous airport in which to spend a couple of hours.

Roundtrip BOS to SFO. Plenty of leg room. Inflight entertainment was very good. Really enjoyed the Sat TV and the on demand shows and movies. Flight crew were polite and helpful. Free soft drinks but no free food, not even nuts or pretzels. Got in about 30 minutes early going out and on time coming back. Their prices were lower or comparable with other airlines.

DFW to LAX. Great flight. Crew friendly and enthusiastic. First class seat very comfortable. Lots of personal space for a domestic cabin. Food of high standard. Overall a superior product when compared to most of the US carriers I have previously flown.

Outbound SFO to Ft. Lauderdale was fine. Most staff seemed like they'd rather be anywhere but at work. Seats were comfortable. Leg room fine. Entertainment system good though not yet fully functioning. 1 beverage service in 5.5 hours. Return crew mostly had same dullness. Handset for entertainment system was unusable. No sympathy or offer for complimentary headset to use other features. Poor sound quality for emergency instructions. Air conditioning did not function properly. I will avoid this airline whenever possible until staff are better trained in customer service.

BOS-SFO direct. Could be worse, could be better. Pretty good leg room, seats uncomfortable. You have to pay for: all food, most drinks, all movies, TV on demand, headphones, checked luggage. Free: sodas, coffee and tea, water, satellite TV, games, music, carry-on luggage.

DFW to SFO. I loved the fact you could watch TV and use the Wifi without having to pay extra. I also found that the personnel at the check in counter along with flight attendants were more pleasant than any I have encountered. The only issue that I found with Virgin America is that it does not fly everywhere. I had a connecting flight from DFW to Austin with American and they were not able to handle my bags so I had to re check in and go through security again once I arrived to DFW.

LAX to DFW. Delayed 2 hours due to weather disrupting schedules. The departure gate was chaotic as passengers were asked to check cabin bags as the flight was full and cabin space was at a premium. Boarding was uneventful and the first class cabin is roomy, seats are large and comfortable. Great recline, particularly for long domestic sectors. IFE easy to navigate and a good selection of programs. Meal was tasty and the crew friendly and efficient. My concern surrounded the check-in staff, checking your mobile while checking in passengers is not professional. Priority tag was not attached to my luggage, which I discovered after waiting for my luggage in Dallas. Virgin America offers a great inflight product but their ground crew and reservation system must be addressed if the virgin brand is to represent a consistent product across all their subsidiaries.

ORD-SFO. Flew priority select to SFO return in economy. Plenty of leg space in priority select. Snacks, meals and drinks can be ordered at no cost using video screen. Once flight attendants made initial run through they were quick bringing drinks and snacks. Seating in economy comparable to most airlines, snacks charged at usual airline costs and the selection less than in priority. Planes were new which is much appreciated after flying the old tubs American and Delta fly.

SEA-SFO-DULLES on Jan 5. First leg delayed nearly two hours with no explanation, and I nearly missed my connecting flight. Upon boarding, the flight attendants were cheerful but the seats and carpet weren't properly cleaned - I saw crumbs on several seats. The second leg was a red-eye flight, and the flight attendants were less cheerful, more distant and arrogant. I tried ordering drinks on two occasions using the touchscreen system, but the drinks never materialized. While other airlines like Alaska and Delta are stepping up their game - especially in customer service - VA seems to be falling behind.