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Satisfaction Rating scores from 1.0 [very poor] to 5.0 [excellent] |
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VIRGIN AMERICA review : 15 February 2008 - M Monteverde (Australia)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
First |
SFO-LAX-JFK First Class. Boarding was easy. Check in a breeze . One problem though, our luggage was
left at LAX instead of being transferred to the connecting flight to JFK. Had we not have checked-
we would have been without luggage when arriving at JFK. Once they realized VA staff worked quickly
to get luggage on to connecting flight. First class seats lovely, great IFE, seat massage not
working though. One complaint, front row of First class is probably not as private as second row as
there is a clear plastic bulkhead which flight attendant sits behind whilst in flight. no privacy
and hard to sleep with the light that comes from the crew area. I felt like I was in a fish bowl and
would have preferred a darker, more private space. Ours was a red eye flight and I really wanted to
try and get some sleep. The seats on the right hand side were more private as there was a curtain in
front of them. Food was nice- service great. One FA seemed to be looking after the 8 first class
seats so we had what we wanted whenever we wanted it.
VIRGIN AMERICA review : 15 February 2008 - D Gerber (Australia)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
First |
SFO-LAS in First. Great, personal service, wonderful seating. Even on this short mid-afternoon
flight I was offered a well-presented box with 3 tasty canapes as well as a full drinks service.
The Captain introduced himself personally to all of us in 1st class. Probably the best domestic
airline service I have ever had anywhere for that length of flight - not just in the USA.
VIRGIN AMERICA review : 24 January 2008 - C Smigliani (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
SFO-IAD in Economy. I was very impressed with boarding, the new/clean A-320, as well as the seats
(leather), IFE and flight attendants. What great service. I fly considerably domestically and
internationally, and I can not tell you the last time I had such excellent FA services within the
US.
VIRGIN AMERICA review : 24 January 2008 - P Garde (Australia)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
JFK-LAX excellent, especially compared to the appalling legroom and service previously suffered on
this route with AA. For the extra $25 for this extra tall pax the legroom in exit row was excellent
and worth every penny. Crew congenial and worked hard. Overall a better experience than even Jetblue
let alone legacy carriers such as UA or AA.
VIRGIN AMERICA review : 21 January 2008 - Matthew Lubeck (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
Economy JFK-SFO and back - impressed with experience. Check in efficient as mostly automated, and
flight left on time. Onboard, as others have said, is very suave with mood lighting, electronic
boarding music and comfortable new seats. Best feature is entertainment, Red. Its touch screen is
extremely reactive and a large number of selections. Food ordered on demand from the screen from a
selection of free and pay items. To spend 6 hours in an economy seat and have water/snacks etc
served on demand is fantastic. Bags arrived quickly on the baggage carousel at SFO.
VIRGIN AMERICA review : 17 January 2008 - Chris Matthews (n/a)
| | Customer Trip Rating : |
 | Recommended: |
n/a | Value for Money: |
n/a |
Cabin Flown: |
First |
LAX-SFO-LAX First Class. A great service. The interior of the plane was relaxed with mood lighting,
trendy design, great lounge/electro music as you board the plane. First Class seat was leather and
very comfortable, great recline and footrest however I could not get the Massage component to work.
For the short flight they offer beverage service and a small snack (three small Tapas style food in
a white box) . I did not use the entertainment system much, however I believe to seat chat system
worked along with the AVOD Music System. Check in fast, high tech, though no priority luggage check
and no lounge access offered as yet. Would fly again with this company. A nice touch was the
Captain making a short announcement prior to take off facing the passengers.
VIRGIN AMERICA review : 13 January 2008 - Iain Ponton (UK)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
First |
JFK-SFO just after Thanksgiving in First class. The seat was fantastic. Width was good and the
recline was great too. The first row has only one problem - the leg room. Virgin advertise that all
first class seats have 55' of leg room but if you recline all the way in the first row, your feet
hit the plastic bulkhead just in front of you. If you can book a seat in the second row there is
more leg room and also a bit more privacy, as the bulkhead is transparent. The food was good, and
drinks were free! Alcoholic and soft. IFE was amazing, Google maps, loads of movies and Live TV.
Plenty to keep you occupied. The seat has power so if you've got a power hungry laptop or a PDA or
ipod you can charge them up while you fly. Keep it up Virgin.
VIRGIN AMERICA review : 13 January 2008 - J Faulkner (Australia)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
LAX to SFO. This airline was great, after a horrible time with United, I was forced to buy 2 tickets
to SFO with Virgin. What a nice surprise, staff were superb, it was our honeymoon and they did far
more than any other airline to make us happy. Flight was on time, cabin was modern and the staff
fantastic.
VIRGIN AMERICA review : 10 January 2008 - S Crockford (UK)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
A joy to fly with an airline where staff appear to enjoy their jobs and the service they provide.
A320 aircraft well worth the extra few $ for the row of seat behind first class. Will book them
again - only problem as with all Virgin offshoot airlines they do not interline with Virgin Atlantic
or share FF programs.
VIRGIN AMERICA review : 5 January 2008 - Kingsley Utande (Nigeria)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
LAX-SFO-LAS, and was impressed with the level of service, compared to other US domestic flights. Got
to LAX on time, and checked in my bag, although I had checked in online earlier on both legs and had
my boarding pass. My bags were checked in straight to LAS and even though the bag was way
overweight, friendly staff at the counter didn't charge it. Inflight service okay, FA's were warm,
and the IFE was lovely. After carrying out my business at San Francisco, I rushed back to SFO and
barely made the flight. Only downside was no snack to go with the drinks, but on the whole, a
lovely flying experience and I'll be using them more often whenever I'm in the United States.
VIRGIN AMERICA review : 23 November 2007 - S James (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
Recently flew Virgin America JFK-SFO on the 9am. The security lines were not long, but I left on a
Wednesday. Because it leaves out of the international terminal, I would hate to fly during a peak
time - so arrive early if that applies to you. Once in air, flight was good. It was not very booked,
so room to stretch out, a whole row to myself. The inflight entertainment was only OK. I enjoyed
the music selections and being able to create a playlist. The live TV was not exciting, not very
many channels to view. There were about 5 ESPN channels and couple of others. The channels are
labeled incorrectly, monitor would indicate one thing but it would be another channel, so it was
hard to keep track of the channels. That area leaves a lot to be desired. The service was good;
being able to order more beverages from my seat was great. I wish there was a complimentary snack
(pretzels, peanuts, anything) to go with complimentary beverages, particularly for a flight this
long. I forgot to bring a snack, and got hungry so I had to buy some snacks. That process went well,
ordered, swiped my card, and it arrived in about 5 minutes. The snacks were reasonably priced
comparable to other airlines, still way more than buying them at a grocery store, but reasonable.
Overall I enjoyed the Virgin America experience. I flew another low cost carrier (JB) on the return
SFO-JFK and while the IFE and complimentary snack offerings were better on that airline, I wished I
were on Virgin America, mainly because the flight was packed, but that experience was fine as well.
I would recommend flying VA now, before the quality of service deteriorates.
VIRGIN AMERICA review : 3 November 2007 - J Lockhorn (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
Once in the air, everything was fine. However, JFK-SFO was cancelled due to aircraft availability,
forcing an extra day off work. Flight left close to on time, but flying out of Terminal 4 at JFK
resulted in extremely long security lines (not airline's fault). Return flight SFO-JFK was a
disaster. Checked online flight tracker 2 minutes before 25 minute journey to airport, and was told
the flight was on-time for an 11 pm departure. Upon arrival at the airport, I was informed the flight
had been delayed by two hours. In my experience, a two hour delay is not something that is discovered
within 25 minutes. The ground staff was unable to offer a consistent explanation as to why the
flight had been delayed or why information notifying passengers to the delay was not available until
60 minutes prior to departure. Excuses ranged from aircraft availability (even though we could see
out the window to our plane), weather (on a clear night with no other flights delayed in the terminal)
to waiting for a flight from LAX to come in before we could take off. At about 1:30 am we were
allowed to board the plane. Once on board, FAs informed us that as they are not paid until the flight
is in the air, they would be unable to accomodate our requests for drinks and/or snacks. At 2:45 am
we were surprised to see an additional 40 passengers boarding (must have been the flight from LAX, but
we were left to our own devices to determine if this was indeed the case, as not even the pilot seemed
to have a clue as to why were delayed). Finally took off at 3:30 am. Once in the air, when the FAs
were being paid, service was acceptable, but not spectacular. Upon landing, a call to Virgin home
offices to seek information as to the nature of the delay, I was again told it was a weather related
delay. Today, 5 days after the flight, with a follow-up call to the office, I was told it was a fuel
issue. I have yet to get a consistent answer as to why my flight was delayed so severely.
In terms of on-board comfort, it is no better or worse than any other economy airline. The IFE is not
as revolutionary as VA would have you believe, it was quite standard, if the screen was a bit larger.
However, if the person in front of you leans back, you are unable to see the screen due to the angle.
VIRGIN AMERICA review : 28 October 2007 - E
Mallari (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
San Francisco to Las Vegas return. Received e-mail from the airline the day before our flight offering
free on-line check-in and by printing our boarding passes at home pleasantly surprised we received
Group "A" boarding privilege. Drop bag was very quick at the check-in counter. Previously paid $15
extra each way for the bulkhead seats in the economy cabin, worth the extra money for the extra leg
room and being served early by the First Class FA. Virgin America uses the newish and commodious SFO's
international terminal even though this is a domestic airline. A huge plus. Security line was short.
Boarding was orderly and on time. They gave free headsets in the jet way (no need to return them).
They use new Airbus A320's with cabin mood lighting, and I found their leather-covered seats very
comfortable, and their individual IFE's offer free satellite TV channels, games, flight map, music and
pay-per-view movies. Cabin and lavatories were clean. Since this is only a short flight my wife and I
opted to watch the free live CNN News channel instead of the pay-per-view movie channel, but I
occasionally checked the flight map. Non-alcoholic drinks are free of charge, you can order alcoholic
and snacks from your touch screen TV and swiping your credit card. This is a non-cash airline. FA's
pleasant, and the flight arrived on time. We retrieved our luggage about 25-30 mins. after we landed.
The beginning of our return flight to San Francisco was stressful but not the airline's fault. "Drop-
bag" at the counter took less than 10 mins. I presented our boarding passes that I printed from the
internet kiosk in our hotel lobby, but this time they gave us boarding cards even though I already
have the computer printed boarding passes. Then we endured the unbelievably long Sunday morning
security line at Las Vegas airport. Thousands of passengers were in line that went around, and around,
and around the terminal. It took 50 mins from the start of the line until we cleared the x-ray
machines. Boarding for our return flight was orderly. Boarding area gate attendant very pleasant and
helpful especially to the two passengers on wheelchairs. Again, free headsets were available in the
jet way. Pre-flight announcements were clear. FA's were professional, flight smooth, cabin and
lavatories clean, and a got bonus view when we flew over the Yosemite Valley. The short flight seemed
to be made even shorter by the live satellite TV. Overall, I enjoyed my first flight on Virgin America
Airlines. I agree with one of the passengers when he commented that this airline is a better airline.
My wife and I will seriously consider paying for their reasonably priced First Class seats next time
we fly across the continental USA.
VIRGIN AMERICA review : 30 September 2007 - J Kanel (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
Very refreshing! The staff are wonderful. The pilot coming around and introducing himself was terrific.
Would fly them again. Only drawback is that they don't seem to have a inflight magazine, however IFE makes up for it.
VIRGIN AMERICA review : 20 September 2007 - Peter de Baaij (USA)
| | Customer Trip Rating : |
 | Recommended: |
 | Value for Money: |
 |
Cabin Flown: |
Economy |
LAX-JFK Return. I was impressed in some ways and disappointed in some other ways about this new airline. Their
planes look great, IFE is awesome and when all is up and running this will give them a huge
advantage on other carriers. the regular outlet is for me one of the best things they could have
done. Be aware that there are two outlets for three seat. I was disappointed to find out that after
paying 25USD extra for Emergency Exit row I found out that indeed you have more legroom but row 9
(first row of exit) does not recline which for a 5.5 hour flight is very uncomfortable. as the plane
had empty seats we all went to the back of the aircraft. The non reclining seats are row 8 and 9.
furthermore. the drinks, food and movies were very expensive. overall a good airline that with
these prices and still a higher level of comfort will be hard to beat for other airlines.
VIRGIN AMERICA review : 24 August 2007 - B Walberer (USA)
| | Customer Trip Rating : |
| Recommended: |
| Value for Money: |
|
Cabin Flown: |
Economy |
SFO-LAX return in economy. This new airline operates out of the new, spacious international terminal
at SFO. Boarding at SFO was a little bit chaotic. The plane was a new A320, clean, with mood lighting,
comfortable black leather seats with good legroom and adjustable head rests, and an impressive touch
screen IFE. Although not all features of the IFE such as chat or internet access were implemented yet,
the movie offerings (both free and for pay), numerous music channels, games, and map feature are more
than adequate even for transcontinental routes. Both flights left on time. Only drinks were offered on
these short flights. Overall, I was very impressed with this so-called low-cost (but not low-service)
carrier. I would fly them again.
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