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Virgin America  Passenger Reviews and Virgin America Passenger Trip Reports



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Virgin America Customer review :  3 July 2012 by T Patrick    (Hong Kong)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SFO to Fort Lauderdale, main cabin. Bags dropped off quickly, friendly agent. Boarding efficient, people try to cram too many bags on to avoid paying $25 a bag for hold. Very friendly throughout, cabin immaculate and brand new feel. TV good quality, my regular headphones worked fine. Bought a rum for 6 bucks but water free and available throughout. Very impressed with the whole thing, highly recommend! Lots of leg room even when seat reclined in front, I'm 5ft 10. Cabin a bit cold but I like that. Bring a wrap or shawl.



Virgin America Customer review :  25 June 2012 by P Hegan    (UK)

Rating : 8/10

Score 8 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

DFW - SFO and SFO - LAX. Brilliant airline, civilised staff at check-in and in the air, great value in economy seating and superb in-flight entertainment, including the ability to order drinks and snacks using the touchscreen in front of the seat. Wifi service throughout the flight so I could work. Why is this so hard for other airlines to implement? The only thing that didn't work was the USB power socket under my seat and the only thing I didn't like was having to pay for the in-flight movie.



Virgin America Customer review :  25 June 2012 by David Wayne    (USA)

Rating : 10/10

Score 10 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LAX - Boston (R/T). Both legs exceeded my expectations. Everything customer oriented with comfort and ease in mind. Nice, well maintained aircraft, professional courteous attendants, in flight and on the ground, there when you need them. On board entertainment consistent with the modern world and food on demand and of a good quality. If I am offered more nasty one size fits all "snack box"!!! Thanks again Virgin. I'll fly no one else.



Virgin America Customer review :  20 June 2012 by S Leokum    (USA)

Rating : 4/10

Score 4 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

PHL-LAX and LAX-PHL - 6/15/2012 and 6/18/2012 - Check in was fast and the plane itself is great. Love the back seat TV and headphones. Headphones you can buy for $2.00 and they come in blue, silver and pink. My girls loved them. The main complaint I have about this airline is that on both trips the flight attendants were rude, and unfriendly. Very bad customer service! They should have better schooling for their attendants. This is the first and probable the last time I would travel with them if they don't correct this. Southwest is usually what I fly and their flight attendants are awesome.



Virgin America Customer review :  8 May 2012 by S Kozak    (Australia)

Rating : 6/10

Score 6 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

LAX-SFO and SFO-ORD in early April, 2012. Positives: check-in service at both airports was very professional. The planes were very clean, the seats comfortable and there was more legroom than expected. On the other hand, departure from LAX was delayed and there was very little information about the revised departure time and even which gate to wait at. Once onboard, we waited for over one hour with very little explanation for the delay. Similarly, on arrival at ORD the plane parked for over 45 minutes with very little explanation about when we could expect to disembark. I found that lack of communication to be quite frustrating and quite a contrast to the efficient experience in the air. I would use them again provided the price was right.



Virgin America Customer review :  2 May 2012 by Rob Foley    (USA)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

SFO-LAX. Very nice terminal at SFO and efficient boarding process. Onboard we sat at the gate for about 40 min. No word from the pilots/crew on the delay. Crew seemed aloof and didn't really care aside from the drink service. The flight was over an hour late arriving at LAX but the staff didn't seem to notice. I don't know if it is VA thing to keep passengers in the dark about delays, flight time, arrival time etc but it seems like a policy that assumes their passengers are idiots and won't realize things are behind if they don't mention they are.



Virgin America Customer review :  2 May 2012 by T May    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

One-way PHL-SFO. Since the airline was still new to Philadelphia, the check-in line was completely empty. Onboard they offered noise cancelling headphones. The aircraft itself was new. The seats still pretty comfortable leather seats, were a little stiff and wouldn't recline. The inflight entertainment seriously lagged when trying to play any of the games, however, the music and movie selection made up for it. Finally the staff were not only enthusiastic, but they actually took the time to remember and refer to everyone by name.



Virgin America Customer review :  1 May 2012 by C Ciraulo    (USA)

Rating : 1/10

Score 1 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

JFK to LAX. Airplane was clean and looked good, but my husband's seat kept falling into the gentleman behind him and then he had to manually bring it upright. Entertainment system was complicated. The crew were polite however, the food was horrible and served cafeteria style. There was apparently a leak through the departure door. My feet were frozen solid. When the attendant was asked she said "hold them up" and laughed.



Virgin America Customer review :  18 April 2012 by G Cueto    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

Two excellent flights from SEA-SFO then SFO-IAD a week later. SFO-IAD: easy check-in at home, an efficient and airy terminal in SFO, generally happy and helpful employees, and a variety of entertainment options. I print boarding passes at home and don't check in luggage so I can't comment on the airport check-in process. My only gripe is the practice of blocking aisle and window seats from advance seat selection, essentially forcing the customer to pay extra for "premium" or exit row seats. On both flights, I managed to change to window seats so I know the airlines are deliberately blocking them in the hopes of generating extra revenue. Employees are aloof.



Virgin America Customer review :  17 April 2012 by D Swanner    (USA)

Rating : 4/10

Score 4 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  12 April 2012 by Soeren Krumrey    (Australia)

Rating : 6/10

Score 6 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  10 April 2012 by J Maresca    (USA)

Rating : 5/10

Score 5 out of 10

Cabin Flown

Economy Select

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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).



Virgin America Customer review :  5 April 2012 by Matt Buck    (Thailand)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  4 April 2012 by Fiona Cummings    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  15 March 2012 by T Kovalcik    (USA)

Rating : 9/10

Score 9 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  12 March 2012 by J Sullivan    (Australia)

Rating : 9/10

Score 9 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  6 March 2012 by J Weiss    (USA)

Rating : 3/10

Score 3 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  29 February 2012 by Liz Coffey    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  28 February 2012 by P Hawthorne    (USA)

Rating : 7/10

Score 7 out of 10

Cabin Flown

Economy

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.



Virgin America Customer review :  8 February 2012 by James Sullivan    (Australia)

Rating : 7/10

Score 7 out of 10

Cabin Flown

First

Value for Money

Seat Comfort

Staff Service

Catering

Entertainment

Recommended

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.







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