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Virgin Atlantic review by Anne Willis
31 March 2007 Customer Trip Rating : 
LHR-JFK. Our outward flight was very good and being our 1st time with
Virgin Atlantic, we mistakenly thought this was the standard. We were
fed and watered and IFE was the updated version which worked well.
Security at LHR was strict, with extra VA checks at the gates as well.
However our return was not the same. The lady at check in was so
disinterested in what she was doing, that she checked my husband in as
my son, security checks were basic to say the least and the plane back
was of the older variety. We hardly saw the cabin crew, who just seemed
to want to get back to the UK. The service was poor and when I asked for
some water (on outward flight we had been given small bottles) I was
given a plastic cup with some in so the only option was to drink it all
at once. I wrote to VA on our return and the answer I got said,' well at
least you enjoyed your outward flight'! The customer service leaves a
lot to be desired and it concerns me that they seem so indifferent.
Virgin Atlantic review by Rita Mair
29 March 2007 Customer Trip Rating :
CPT-LHR. Excellent entertainment, clean aircraft and toilets, crew
friendly. Very uncomfortable and hard seat. Tight legroom. Very cold
cabin all night, even after numerous requests for temp to be increased.
Food very poor quality and warm wine. Its a shame because soft standards
are ok, but for basics of comfort, we would not choose virgin again.
Virgin Atlantic review by Bob Morrissey
29 March 2007 Customer Trip Rating : 
London-Havana-London in Premium Economy. We just returned from a trip to
Cuba on Virgin Atlantic in their Premium Economy class. Our seats were
in the upper deck of the plane. I have to say that level of comfort and
service of Virgin's premium economy service leaves a lot to be desired
from our experience. The plane was on the old side, therefore, the seats
were far from comfortable in the upright position and the amount of leg
room seemed less than that on British Airways and the United flights I
have recently taken. Their ground staff in Havana were not helpful at
all and the amount of time it took to check-in was, in my view
unreasonable. On both flights my order of a vegetarian-lacho (with
dairy) had not been registered despite the fact that both our travel
agent submitted the request and I submitted a request on their website.
I felt like I was on a budget airline as far as service went. On our
return flight to London, the flight attendants seemed more interested in
relaxing, then providing any in-flight service. When they did, they
seemed to be extra noisy, making any chance of getting some sleep very
difficult. I am guessing that since the 747 we flew seemed old, was the
reason why the entertainment system did not provide much of a choice and
did have a few problems on the outbound flight and had to be reset
twice, which meant that all of the films automatically started from the
beginning twice. The flight crew gave no explanation or apology for
this. In my opinion, Virgin which has the only direct service between
London and Havana is taking this route for granted. While I am not a
regular flyer of Virgin, in light on this experience, I will avoid them
at all costs and would recommend the same advice to anyone who is
considering flying them.
Virgin Atlantic review by Jim Hooper
29 March 2007 Customer Trip Rating : 
LGW-MCO-LGW. Check-in at Gatwick was a little chaotic. I had checked-in
online but still had to queue 30 mins at the bag-drop counter of which 6
were open compared to the 13 which were open for normal check-in
passengers. On board 'Pretty Woman' on the flight out. I managed to bag
an exit row window seat at check-in. Beware that this seat is obstructed
by the door itself. However there is still just enough room to fully
stretch your legs without intruding on the passenger next too you. My
only complaint on this flight was the menu option (or the lack of!) My
section was last to be served and they had only one option left. Quick
and easy check-in at MCO helped by the fact that the flight was only 60%
full. The check-in agent tried to charge me $75.00 for an exit row seat.
I explained that Virgin have never charged me before but he was having
none of it! I tried again at the gate. They told me that 9 exit seats
were available but they refused to move me too. Finally, once onboard,
the cabin staff had no problem with moving me. IFE on the LGW/MAN
747-400 suite is OK, at least 7-8 movies available on each flight. The
V:port system on LHR fleet is far superior.
Virgin Atlantic review by S Harnor
29 March 2007 Customer Trip Rating :
LHR-JFK-LHR in economy. Check-in ok, though no specific desks for New
York, just all destinations, making queues longer. Plane 747-400, clean
and flight crew fairly good. Drinks served regularly and meal service
efficient, despite being a full flight. Return journey much the same.
Plane only half full so able to move to spare seats to sleep after meal
is a bonus. I just wanted a cheap flight across to New York and wasn’t
really concerned about anything else. Virgin provided this and I would
quite happily fly with them again, especially with some of the
competitive fares that they often offer.
Virgin Atlantic review by William Benson
29 March 2007 Customer Trip Rating :
LHR-JFK Economy Return. Having read mixed reviews of VS recently I
wasn't sure what to expect. FAs excellent on both flights, the was the
best I have had on an airline and IFE system worked perfectly.
My only criticism is that the seats are the most uncomfortable I have
sat in. Within an hour of sitting down I had backache and a completely
numb bum. Maybe this is just a B744 problem and the A346s have different
seats, but in the last 2 years I have flown B744s on QF, CX, BA & SQ -
all of which were much more comfortable. I will fly VS again, but not in
a 744 / Economy combination.
Virgin Atlantic review by Stuart Chadburn
26 March 2007 Customer Trip Rating : n/a
LGW-MCO Return. Service was good both sectors. Going out cabin crew were
short by two crew members but you would not of known. Food good &
beverage service with water being offered hourly. Night flight home
again was excellent. I would fly Virgin again, although I do think it is
time for Virgin to offer better seat pitch in economy.
Virgin Atlantic review by Matt Roe
26 March 2007 Customer Trip Rating : n/a
London-Tokyo return economy. Having only flown Virgin Atlantic across
the Atlantic in recent years (and put up with mediocre experience) I was
surprised by the good level of service on this route. It reminded me of
the Virgin Atlantic of old. The several Japanese cabin crew were
friendly, polite and attentive, as usual in sharp contrast to their
British counterparts who clearly thought it was all beneath them. The
initial drinks run was made twice and there was good choice of meals.
The V.Port IFE on the A340-600 is looking dated now; Virgin should
really be looking at the excellent Emirates IFE version for their long
sectors. On the return leg, seemingly Virgin at Narita Airport only had
one check-in desk for economy open, for which there was a long queue.
Fortunately I had already checked-in online, the Bag Drop desk had no
queue and I was processed within 2 minutes.
Virgin Atlantic review by R Wojciechowicz
26 March 2007 Customer Trip Rating : n/a
Newark to Heathrow March 9th, 2007 Premium Economy upper deck.
Service and food was very good and seats comfortable Only problem
outbound was air vent above seat was broken and on full blast. Cabin
crew notified an engineer and problem was solved. Return flight
service and food excellent. Vast improvement overall since first flying
Virgin Atlantic in 2004.
Virgin Atlantic review by Jonathan Granato
9 March 2007 Customer Trip Rating : n/a
LHR-DXB Return. Premium economy is not really worth it - food terrible
so goodness knows what economy must have been like. We had this spiel
about don't drink too much alcohol as leads to air rage and what do they
do ? Come around with the drinks trolley every minute. I saw a passport
wallet for £18, asked for it, not onboard - however not a problem they
said, you can order it for your return leg - great, so I did. The return
leg never happened as the plane had electrical faults and never arrived
to take us back to LHR. 7 hrs later we were flown home on an Emirates
flight - economy I might add, so now we have to fight for compensation.
Virgin staff were terrible, and disappeared at the first sign of
passenger trouble so we were left alone in a noisy airport without a
clue as to what was happening.
Virgin Atlantic review by P Holmes
9 March 2007 Customer Trip Rating : n/a
LHR to LAX return - Upper Class. A 25 minute queue to check-in at Upper
Class Heathrow and unbelievably rude at LAX. Yes, the London lounge is
gorgeous. I personally don't like the flat bed layout, or the beds, as
once they're flat, you're more or less stuck that way for the duration,
as the flight attendant has to go through a construction procedure. My
bed was near the toilet that was stinking. On the way back the heat was
stuck on High, so everyone spent 10 hours sweating. I lay opposite a few
movie stars as it was Oscar week. I wondered why none of them accepted
the food - on both legs was dried up, an awful, inedible bacon sandwich
for breakfast. Never again.
Virgin Atlantic review by Graham Burrill
9 March 2007 Customer Trip Rating : n/a
I've just returned from Cape Town on Virgin Upper. The worst seats I
have ever encountered flying up front. It was their Airbus service and
the flat bed seats are 22" wide with high sides, angled obliquely to the
cabin so that it is impossible to talk to your business partner [or in
my case, my wife] without one of you having to turn around and crick the
neck. You can of course sit on the silly foot rest. Several people in
the cabin, including myself, kept inadvertently changing the seat pitch
because the controls are in the lower half of the seat walls. The
compartment is too small to do anything comfortably ,the only storage
area is behind you, very deep and very difficult to access ,the table
keeps popping out due idiotically placed controls mentioned earlier.
The whole thing makes you aware how battery chickens feel ,and when the
flat bed is activated you feel like you are in a coffin, closed in and
high sides. Coming out to Jo'burg was a 747 and the layout and effect
were better although they said the seats were similar size on the A340.
Just before landing I had a chance to see the new Premium economy seats
and they looked a bigger seat than mine. No flat recline effect, but I
would say they were similar to the original Club seats that BA used way
back on Long haul. The food was very good as was service. No Virgin
lounge at Cape Town by the way, only a general Club lounge which was too
small and badly equipped. There were 46 Upper class seats. Which
explains why they are so small. Anybody used South African Airways
lately?
Virgin Atlantic review by Richard Long
1 March 2007
Having just returned from a trip to Cuba with Virgin Atlantic I should like to make the following
comments. We booked through Kuoni to fly Premium Economy both ways. On the outward flight we were
very happy with the space, service and general effects on flying Premium on the upper deck.
However, on our return flight, despite booking in three and a half hours prior to departue time, we
were informed that the upper deck only had single seats left so we were put on the lower deck, still
in Premium. The difference was quite dissapointing. The seat felt like there was no padding and was
very hard, the foot rest was broken - and the tv screen had to be held as the bracket was broken. The
service was also not on a par with the outward flight. I would suggest that if Virgin Atlantic are going
to promote this service you ensure that it is the same standard all through the Premium service as it
is costing a lot of money for a very small upgrade.
Virgin Atlantic review by C Barkei
1 March 2007
LHR-PVG in Economy. Flight completely full in Economy. I have flown Air New Zealand, BA and
Virgin on comparable stretches in the last 3 months and Virgin does not come off well in comparison.
Shame as I like their branding and concept. Excellent food, and a good breakfast, but the
entertainment screen failed for my wife (as for a number of other passengers) and after rebooting
without result the crew gave us a 25 pound voucher for duty free.
Not enough runs with water or juice on the night flight, but attendants courteous and helpful.
The seat was the thinnest one in comparison to BA or Air NZ.
Virgin Atlantic review by Matthew Churchill
28 February 2007
Gatwick to Antigua return, in economy. I was impressed by Virgin ground
handling, at Gatwick we were able to check in the night before, and go
straight to the gate the next morning. In Antigua, Virgin came to our
hotel and collected our bags and gave us our boarding passes. We were
then able to leave our hotel two hours before the flight, and proceed
straight to the gate. Onboard on the inbound the crew were friendly and
efficient. Both flights on-time. My only bug with Virgin is they could
offer more drinks onboard, both from the bar during the meal, and more
water and juice during the flight especially on the night service coming
home. All in all streets ahead of UK charter services to the Caribbean.
Virgin Atlantic review by N Hathaway
28 February 2007
LHR-MIA-LHR. We were both quite looking forward to our first experience
of flying VS and our expectations were quite high. Having checked in
the previous day on the 'net' (not the easiest of online checkin's to
use) we arrived at the airport in good time to drop our bags and relax
prior to the flight. The checkin agent set the tone for the rest of our
Virgin Atlantic experience - AWFUL. It was her way of checking in or no
way! The welcome was certainly one I won't forget. The flight itself
was very empty affording us 3 & 4 seats each. This was the only saving
grace of the flight. The pre-dinner drinks were rushed and only one
round was offered. Dinner was tasteless and appalling, and our trays
remained in front of us for in excess of 60 mins. No excuse on a very
empty flight. The return flight was worse. It's never a pleasant
experience travelling through/from a US airport and this was no
different. Once onboard the aircraft it was cramped and fortunately we
had 4 seats between the 2 of us which was the only positive. The crew
were again awful. The 2 operating the doors just behind where we were
sitting were more interested in discussing the $20 extra they got the
day before and were not happy that this was all they got for a 4 hour
longer duty day. The conversation then went on to her leave and standby
block which was coming up. All this whilst the safety demo was being
played! I chose to doze my way back to the UK, but it certainly wasn't
sleep in the cramped and uncomfortable seats on this A340-600. I kept
hearing the crew response to peoples request for a glass for water, and
the standard response was "there's a water fountain behind you" - so
much for customer service!
Virgin Atlantic review by Brendan O'Neill
28 February 2007
I flew economy LHR-HKG on an A340-600. Seat comfortable, IFE fantastic,
food very and cabin crew (who were mostly Chinese) were great - very
attentive and nothing was too much trouble for them. Return HKG-LHR
cabin crew good not as good as on the way out.
Virgin Atlantic review by M Bertrand
27 February 2007
LHR-PVG return Upper Class Suite. Limo pickup and drive-through check in
were faultless, though it is a little dissapointing that the drive-
through exclusivity ends when you have to enter the terminal building
like everyone else and negotiate the mess that is Heathrow. Nice to have
your bags taken from you. Calm returns when you enter the excellent
Virgin Clubhouse. I had pre-booked a haircut there which was good and
on-time. Food and drink plentiful and champagne flowing freely. No free
wifi service, which is a great shame. Yes, you can use the computers
there, but this is not as convenient. Onboard, the staff were attentive.
Virgin FAs are different to those on BA, and although I prefer the more
polite, discreet style of BAs CW and First cabins, it makes a nice
change to have the informal Virgin service, as long as it doesn't go
over the top. I dined with my travelling companion, although the food
was pretty awful for such expensive tickets. The interactive
entertainment system failed on the way over but they were able to play
two movies through the system which you couldn't stop or start. On the
way back, Vport was working, (after a re-boot!) - able to cycle through
so many films and TV episodes. When converted to a bed, seats are wide
and long, and sleepsuits vital to a good night's sleep. The amenity kit
has been downgraded, but essentials are still there. I enjoyed massages
inflight on both legs of the journey and also used the bar inflight. All
this adds up to a less consistent, but more exciting product than BA. It
is, however, no competitor to BA's first class, which still offers real
calm and refinement in my opinion.
Virgin Atlantic review by David Windows
27 February 2007
Virgin Atlantic Upper Class Hong Kong - Sydney - Hong Kong route. This
was our first Virgin flight, we always fly with Oneworld (BA - CX) For
the first leg, we were lucky we fed our kids dinner before the flight,
because the kids meal didn't come until our dinner was finished - about
2 hours into the flight. By then they had been sleeping for 45 minutes,
and the flight attendants didn't even notice and brought their dinner
anyway. On the flight back, they assigned one of our reserved seats to
another passenger - the seat that belonged to our 3 year old. They gave
us another one 4 rows back and assured us they would make sure we got
our original seat back. Of course, this was not done and we had to sort
it out on our own on the plane. To top if off, one of our suitcases was
left behind. Wonderful learning experience that we should have just
stuck with Cathay Pacific. The seats, whilst being flat, are a pain
because you can't move the seat back up from flat sitting on it - you
have to get up and move the chair into sitting position. Totally non-
kids friendly - you can't see your kids because of the cocoon style
seats and if they are sleeping right before landing, you have to take
them out and adjust the seat before putting them back.
Virgin Atlantic review by Ben Roberts
26 February 2007
Heathrow to San Francisco and back. Very good service. The meal was
very good for economy along with the IFE. The leg room was satisfactory.
I would use Virgin Atlantic again.
Virgin Atlantic review by Seven Jhnson
26 February 2007
Economy. Amazed Virgin have 3 stars for Staff presence in the cabin -
thare never there.
Virgin Atlantic review by Des Heaney
26 February 2007
My adult son & I recently flew from Sydney to Hong Kong in Upper Class
and it was the best flight I have taken, the seat was excellent. The lie
flat bed was simply heavenly. However, the Premium Economy seating on
the return leg was average, better then economy, but not as good as
British Airways. The cabin crew where attentive and we had no
complaints.
Virgin Atlantic review by Rachel Lamb
26 February 2007
LHR - CPT - LHR Premium Economy. New Premium Economy on the way out, old
one on the way back however on both legs cabin crew were excellent. IFE
with a good choice of movies. New PE seat not as comfortable as old as
there is no leg rest but more space. Food great on way out, not so good
on way back.
Virgin Atlantic review by Jonathan Smith
26 February 2007
LHR-MIA-LHR Premium Economy, after all the advertising and media hype
about the new PE you could assume that you would be flying in the much
acclaimed new Echo seat, Wrong. In Virgin "speak" 'rolling out across
the fleet' means never on the 747, only on the Airbus models that they
intend to extend across the fleet. They intended to introduce the Airbus
380 and that is delayed. The word is that the 747 fleet will never be
fitted with the new seats. So if you have paid for the new PE, unless
you are flying an Airbus, you won't get it. The existing PE is so
disappointing as to be a waste of money and as every commentator says in
this forum, you cannot see the screen when the seat in front is reclined
and the seat in front is very obtrusive when reclined. Either save money
and go economy or spend not a lot more and go Business on one of the
European carriers, Air France, Iberia, Lufthansa.
Virgin Atlantic review by Andrew Collett
19 February 2007
Paid for my family to fly Premium Economy form LHR to Hong Kong then San
Fran to London. Other legs where flown Pacific Economy on Air New
Zealand. Found Virgin Premium Economy a huge disappointment. Legroom
was tight. When seat in front was fully reclined my knees were jammed
hard against the seat in front. The TV screen was set so low in the seat
that when the seat in front seat reclined it dropped below your line of
vision. Tilting the screen up and reclining my chair fully did not solve
the problem. Staff treated me as if I was the only person to have ever
complained. I got the feeling that they didn't really care and I was
expected to suffer in silence.
Virgin Atlantic review by A Coogans
19 February 2007
LGW-HAV-LGW in Economy. Both flights were late leaving but both weather
related (fog at Gatwick on outbound and headwinds on previous flight on
return) so not really Virgin's responsibility. Seats were not the same
as I remember from a LHR-SFO trip 3 years ago. Now they seem old
fashioned and boring. Legroom standard economy, can't decide which I
liked better. Outbound had better IFE with games etc but inbound had
headrest "flaps". Inbound IFE failed on half the seats on the flight
anyway but was offered £25 off duty free purchases which was an
acceptable gesture I felt. Special meal was exactly the same on both
sectors - a common flaw on most airlines. Also the usual thing about
giving Vegetarians a Vegan meal - why do I get a dry salad (with no
dressing - disgusting) for starter and the normal meal is pasta with
vinaigrette sauce? That's vegetarian too! Uninspiring catering and
although crews were pleasant absolutely bog-standard flights. Not the
revolutionary, ground-breaking Virgin of old.
Virgin Atlantic review by Leigh Baldwin
15 February 2007
LHR to JFK return Upper Class. Faultless service. Only slight whinge is
online check-in seems a bit hit or miss. Best to check-in individuals
rather than under one name plus party.On 747 Upper deck is the best spot
for UC and PE if you can allocate early and check-in the day before.
Lounge at JFK not a patch on the LHR facility. V-port system is superb
and so easy to use.
Virgin Atlantic review by Matthew Furneaux
13 February 2007
JFK - LHR Upper Class. An unexpected trip caused by the cancellation of
my Silverjet flight due to "the weather". Reviews in this forum of late
have been increasingly critical, so I wasn’t sure what to expect this
time. I regularly use the United Business Class product, which
practically sets the standard in poor airline catering, but Virgin
managed to even trump them! The night menu was almost non existent, and
what they were prepared to serve was of woeful quality. The cabin was
far too hot, this was an Airbus A340-600 which I imagine have heating
controls! When we landed the FA's then proceeded to hand out coats
which led to carnage as this was still being done as other passengers
were trying to de-plane. Lounge in JFK is great. Nice food and premium
wines. Love or hate Virgins UC decor, I reckon the seat is one of the
best. Maybe I’m one of the few that can get really comfy in it. On this
flight I used the bar, which in previous experience had been used as a
crew workstation. This was a great way to spend 45 minutes before bed.
While I sat at the bar, another FA made up my bed, and I got about 3.5
hours sleep on the under 6 hour flight. Nice bacon roll and cup of
coffee come morning. Like many on this forum I use a lot of different
carriers - in the last 12 months I’ve used the Business Class product of
7 major airlines - but I just think Virgin UC is special.
Virgin Atlantic review by Catherine Sharman
8 February 2007
Virgin ruined our silver wedding, we went to Barbados and they sent some
of our luggage to Cuba, missed transport to hotel, welcome party and
cocktails whilst we stood and filled in endless forms. Case arrived 6
days later after being sent to several different places with many items
stolen. The other cases had the locks broken. Virgin say not our fault,
and couldn't care less about ruining our silver wedding anniversary.
Doesn't say much about their airport security either - putting
unaccompanied bags (that had been tampered with). After all, if you can
take something out of a case you can put something in too. We will never
use Virgin again.
Virgin Atlantic review by Rebecca Clay
5 February 2007
Flew to Las Vegas last month with them from Gatwick, have used them
several times before and not sure why I continue - I won't again thats
for sure! Economy meals that made my travelling partner ill and tasted
foul - not that you even got a choice on board as all the options had
run out. Stopping the drinks service halfway through the flight (for
goodness sake take some water with you!) and a tired looking fleet with
all the instructions for a new entertainment system that you don't have
- Marvellous! Cabin crew were polite enough but far from friendly. I
would choose anyone else before them and don't really know why they have 4 stars.
Virgin Atlantic review by David Ellis
1 February 2007
LGW-UVF-LGW in Premium Economy. Check-in quick, flights on time, seats
towards the front on upper deck. 747-400 showing its age and seats not
upgraded yet (LGW fleet apparently not until 2008). FAs friendly and
attentive on both legs but went absent for about an hour on the outward
journey leaving trays uncollected. Food and presentation better than
economy (and old PE) but far short of business class. Still the old,
clunky IFE with small LCD. Major improvement: prioritised baggage
handling that actually happened but perhaps that's just pot luck. Still,
15 mins between disembarking from LGW and climbing into the valet
returned car must be a record!
Virgin Atlantic review by Michael Keisner
1 February 2007
Upper class to Hong Kong, my final destination was Kaohsiung. As I had
purchased my ticket from Hong Kong to Kaohsiung from a supplier other
than Virgin they declined to check my bag through to my final
destination. Virgin cabin crew excellent, food choice and quality was
very poor. Also Virgin have downgraded their amenity kits. It seems to
me that they are trying to economise where possible - even in their
upper class service.
Virgin Atlantic review by Linda Glasspole
26 January 2007
LHR-MIA. Check in was appalling. We were in a queue for 1.5 hours whilst
4 staff tried to process the increasingly long queues. No apologies were
given. Had difficulty with seating since aircraft type had been changed
since we booked seats online - resulted in my husband and I being
separated. Check in staff did little to help, however, gate staff helped
us and we finally got to sit together! As we had booked our seats online
for the return journey, I emailed a member of the customer services team
but all she could offer were contractual rules, but no help.
Would never touch Virgin with a barge pole again!
Virgin Atlantic review by Michael Howard
22 January 2007
Return flights to Havana - January 07. After reading comments from
others on this forum I wasn’t expecting too much from Virgin and wasn’t
disappointed. Positive comment - the flights were much to time
considering poor weather - high winds over the period of travel. Food -
something I look forward to on long flights - reminded me of the worst
of the 70s charter airline offerings. Just one glass of wine with
dinner. On the return flight the food was truly awful - tasteless
chicken & pasta for dinner - the breakfast - a yoghurt & brown roll was
about the poorest offering I’ve seen. Cabin staff were ok but nobody it
seemed under 25 - they didn’t come across as particularly professional
or friendly and from snatches of conversations I overheard (impossible
not to as some of them were shouting - unbelievable!), they seemed
mostly preoccupied with each others personal lives. I’ve never heard
similar conversations on other airlines - is this an area where Virgin
really need to look at their training and the types they employ?
Entertainment was uninspiring and the system failed several times early
on both flights and on the return leg - several rows of seats were
without a working system. All in all, Virgin now appear to be a below
average airline and I wonder if Mr Branson cares any more.
Virgin Atlantic review by Kevin Knight
21 January 2007
My family and I flew back from LA on 12th Jan 2007. Flight was late leaving, We flew economy so
didn't expect much- however we did expect enough leg room. I and my son are not tall (5ft 11in) but
we did not have enough leg room unless we took the books out of the pouch, even then it was not
comfortable. The cabin was cold for the whole flight, the FAs very giggly, food was good. Not a
great experience but as I said what do you expect when you travel economy. However my troubles began
upon arrival in Heathrow - my bag had been lost. The other four bags in our party arrived but mine
did not. I was assured that it had just been mislaid and it would be delivered to my home address
within 24 hours. It is now saturday 20th and guess what, no bag. If they have lost it then fair
enough, these things happen but what cheeses me off is that they have lied to me during my many
calls to the baggage claim department and said thy have handed it over to the courier. When I
finally talked to a human being at Express Baggage they told me that Virgin had not given them my
bag just a notification that my bag was on its way to them.
Virgin Atlantic review by John Hall
21 January 2007
Heathrow-JFK roundtrip in Economy recently. Really not impressed, above
all with the calibre and attitude of the Virgin cabin crew, which was
diabolical. They were completely disinterested and there was an awful
display where an Indian couple seated near me were struggling to
understand the instructions on the US landing card process; the Irish
steward simply kept shouting his comments louder and louder at them,
until the poor passengers gave up in embarrassment. All in all, the crew
on both sectors showed no customer care skills and were interested in
getting the service completed for their own convenience. I have never
known crew members have a shouted conversation during take-off on their
personal lives from opposite sides of the 747-400 whilst seated at their
exits. Otherwise, catering was adequate (but don't hold out much hope
for any substance to the pre-landing snack). Aircraft on the outward leg
was very dirty as it had arrived late from previous flight and not been
cleaned properly. V-Port system offers good choice of entertainment but
frustrating to use - why does it not play the first 60 seconds of any
audio track that you select?
Virgin Atlantic review by David Archibald
21 January 2007
IAD-LHR-IAD. My vegetarian meal on the outbound flight was revolting ..
steamed white rice and two pieces of slimey, soggy broccoli. It seems
the US caterers always provide substandard food compared to the UK
caterers. Crew to LHR were mostly very young ... some looked like high
school kids .. and although friendly enough, they spent the first half
of the flight taping handwritten notes to each others backs with
messages such as "Tell me if you think I'm sexy" and "lap dances extra."
While queuing for the loo in the back, one crew member asked the others
"so which one of you slags is doing duty free?" It was said in fun, and
other passengers got a laugh out of the notes, but I'm just wondering
what sort of image this promotes. It sends a signal that economy
passengers are just a necessary evil in the market who must be
tolerated. Return flight was totally different in terms of level of
professionalism. Crew some of the friendliest, professional, hard
working, and genuine I've encountered. Food was also much better - I
ordered a vegetarian and got an Indian (really delicious). The
breakfasts and afternoon tea services are really comical, however, with
cereal bars now for breakfast and a biscuit for afternoon tea! I've
noticed Virgin's crew take their cue from cabin supervisors. It's
obvious when you've got a top of the league one who runs a tight ship
because the rest of the crew never step out of line and know they better
work hard.
Virgin Atlantic review by Christopher Martin
19 January 2007
Washington to London on Jan 8 was awful. Rotten food, one glass of wine,
indifferent (sometimes rude) cabin staff, unnecessary wake up call hours
before arrival for a dreary cereal bar! Ambient noise from earphones had
rendered sleep impossible anyway, and wheel chair users obliged to climb
down steps on arrival and board coach. A night to forget - or better to
complain about.
Virgin Atlantic review by Janice Brown
19 January 2007
LGW - Barbados return. Had booked 4 seats both ways in June last year
and had been issued with seat numbers. Neither seat booking applied was
told at Gatwick that it was only a request for these seats, not a
confirmation. But had been told it was a booking by India call centre.
The party was split up and we had dreadful seats with little or no
recline. We got to check in early at Barbados and were in fact the first
to check in - but could not get four seats together ? How could that be
when the booked seats are only supposed to be a request. The seats we
were allocated were once again split from each other. Return flight was
delayed for 2 hours on tarmac at Barbados. Were not offered even a drink
of water. In fact I think there must have been a water shortage on the
flight, as we were not offered water throughout the return journey. Do
the airline staff not know that drinking water is reportedly one of the
best ways to combat DVT. I have always defended Virgin as an excellent
airline. Don't know what has happened to them. I will seek an
alternative next time I fly that's for sure. You could learn a lot from
Easyjet.
Virgin Atlantic review by Simon Coulter
19 January 2007
Next month I will fly LGW - MCO in PE - almost ten years to the day
since my first Virgin Atlantic flight to that destination on holiday.
In 1997 I was thrilled with the experience in Economy - even though I
was a regular Business class traveller with BA - but my subsequent trips
have seen service standards, amenities, cleanliness and attitude of the
crew all decline in almost every way. We upgrade because Economy is
just unbearable - cramped, noisy and little better than old-style
charter flights. Staff quality has to be a factor as well as cheese-
paring cuts. I feel that Virgin Atlantic view the Orlando passengers
(the vast majority booked on Virgin Holidays) as a captive audience -
and unlike much of their travel on routes with real competition like
LHR-JFK they don't really have to try. I think it is a bit rich (and it
started in 2006) to be trumpeting enhancements in PE seat on LGW flights
that won't roll out until 2008 - and to be boasting about glassware,
metal cutlery and china crockery when they are being re-introduced after
post 9/11 changes saw them taken out - they are the expected standard as
before. Let's hope they save some ice-creams for PE this time and let
them have ended those foul blueberry muffin breakfasts MCO-LGW - 99% of
which go straight in the bin. They could be so much better. I used to
really look forward to flying with Virgin Atlantic review now I am
approaching what should be a treat with upgraded holiday flights with
very mixed feelings. Sir Richard may think only the moaners bother to
file reports here : wrong. I'm very sad Virgin Atlantic have not kept
up their standards.
Virgin Atlantic review by Debbie Janes
18 January 2007
LGW to LAS in Premium Economy. Outbound ok as seated upstairs, crew
atttntive etc. Return journey seated downstairs and as there are only
two rows of premium economy you are not treated the same as upstairs.
The crew seem to treat you with contempt like you're just a nuisance sat
between economy and upper class! Also upstairs the controls for the
entertainment come out of the seat for playing games etc but downstairs
they are fixed - no games - and a right pain in the neck to see what
buttons you're pressing for the movies etc. If you can't get a seat
upstairs, don't bother at all! A horrible experience for a 10 + hour
journey.
Virgin Atlantic review by Christos Shepherd
18 January 2007
LHR to Delhi and then Mumbai to LHR, Upper Class. The seat/bed was
extremely comfortable and spacious, food pretty good, the Clubhouse at
Heathrow was exceptional. Only two negatives: on the return leg, the
entertainment system (Odyssey) was rubbish and clearly hadn't been
updated in years (nowhere near as good as the Vport on-demand system on
the outbound journey), and secondly (much more importantly), the cabin
crew on Virgin are awful. With the exception of one wonderful lady on
the way back to LHR, who catered to every whim, the staff varied from
patronising to indifferent. Nevertheless, the whole experience is well
worth the money.
Virgin Atlantic review by Steve Dougan
18 January 2007
Virgin Premium Economy from Heathrow to George via Johannesburg. After
looking at Virgin’s website I decided to pay over £1500 for a return
premium economy ticket to South Africa. I was hoping the extra £600
would make a big difference but was disappointed to find I had wasted my
money. I flew in the upper deck, which was nice although the seats were
very tired and worn out. Virgin advertises a pitch of 38 inches, which
actually reduces to about 33 inches when the seat in front has reclined.
The food was terrible and my English breakfast consisted of a little
scrambled egg, one small rasher of bacon, hash brown and half a small
tomato. The 2 sips of Champagne before take off were quite nice though.
The best part of the trip was Virgin had cancelled my internal flight
without telling me and only found out by chance as I was confirming my
flight time at the ticket desk in Johannesburg. I tried to rebook the
ticket but was told the flight was full and would have to go on an
earlier flight, which meant I lost almost a day of my trip and a 9 hour
wait at the airport. As a Premium Economy passenger your luggage is
supposed to be loaded off the plane after upper class and before
economy. I was frustrated when my suitcase was one of the last off the
plane. This summed up the whole experience. If you can afford it fly
South African Airways business class - if not fly economy and spend the
£600 on a few really good nights out.
Virgin Atlantic review by Peter Slocombe
18 January 2007
Don't think that being a loyal customer to this airline will help you in
any way. I am a gold card holder and have had several problems when
dealing with customer services asking for advice or help regarding
travel taken or planned travel. It now appears they are ignoring e mail
requests for answers to the questions I have posed to them. Maybe I'm
upsetting their "satisfaction" statistics.
Virgin Atlantic review by Zoe Segal
9 January 2007
Gatwick / St Lucia return. We booked with Virgin as we were planning on
a really luxurious holiday in St Lucia. Staying at Sandals and flying
Virgin. We had heard good things about them and that made us choose the
airline over the others. What a mistake. The flight there was OK,
nothing special. Food OK, service fairly attentive (we had a bride to
be in our party which meant a bit of extra attention). The way back was
appalling. The flight was delayed (fair enough - there were technical
problems with the flight deck) but we were consistently told by the
ground staff in St Lucia that we would be boarding in "15 minutes".
This went on for hours. After a 5 hour delay they suddenly realised that
they would have to feed us and provide drinks (it was 33 degree heat and
no air con we were all fading fast). They did not offer us drinks (they
brought out about 10 cans of sprite for the whole flight, plus one
platter of sandwiches for the whole flight. Suffice to say it fed about
10 kids. We ended up being delayed for 25 hours with no information on
what to do, where to go to get accommodation, where to get our bags,
where we were going to be placed, when we would fly, etc. It was a
nightmare. No sign of the Virgin flight staff all this time. (they had
allegedly been confined to the plane by the incompetent ground staff).
I don't mind delays (they are annoying - but understandable) but this
one was handled badly. We could have been given the food and drinks
from the plane, the staff could have come out and spoken to us, they
could have made announcements that weren't lies - do I need to go on?!
We finally flew the next day and the cabin was disgusting. My husband
ended up with chewing gum on his clothes from the seat arms which had
not been cleaned. this was the final straw. I say fly with anyone
else.
Virgin Atlantic review by Sandra Collyns
9 January 2007
LHR - JFK return on B747 400. The outbound flight was delayed by one and
a half hours due to the fog, so not the airline's fault. The staff at
Heathrow were very good at keeping us updated on this. The Cabin crew
were friendly, and IFE - but food service has been reduced since I last
flew with them. On the return flight they wake you up at 5am only to
offer a cereal bar or muffin! The legroom is extremely cramped. I was
happy with the service despite the legroom, and will fly them again when
they are cheapest.
Virgin Atlantic review by J Johnson
4 January 2007
Manchester-Barbados return, Premium Economy outbound, Economy inbound.
Having never travelled with this airline before I was expecting good
things as I'd always thought Virgin were supposed to be a good airline.
My opinion has changed, and I don't know how they have achieved a 4 star
status - they are very mediocre. The seats in economy are dreadful and
very uncomfortable, with those in Premium not much better, the head-
rests in Premium push your head forward and give you a terrible sore
neck. The food was poor and I expected much better - as bad in Premium
as in standard economy. Cabin crew poor, in Premium on the outbound my
sister asked the stewardess if she could have a glass of water - 15
minutes passed, and this request had still not been met, so she had to
go to the galley to ask another member of staff. On the return journey
the lights are dimmed and the cabin crew just disappear for hours - they
didn't come round with glasses of water, again we had to visit the
galley. How anybody can sleep in economy in those cramped seats is
beyond me, but they should realise that not everybody will be sleeping
and some people may require some refreshment, particularly water.
The toilets in Premium Economy on the outbound were disgusting, with an
overwhelming stench of urine - I didn't observe one member of the cabin
staff ever going into the toilet to clean or spray with some air
freshener. On the return, films advertised in the seat back magazine
were not those actually showing, so we didn't know what was playing on
which channel - as they don't have the facility to stop & start movies
yourself by the time you had figured out what was on which channel the
movie had already began. Overall, I wouldn't want to use Virgin again -
after travelling economy with Singapore Airlines the difference in the
whole experience is vast.
Virgin Atlantic review by David Forster
4 January 2007
London Heathrow-JFK and return. Premium economy on both legs of the
journey. Quick check in and boarding procedure. Seated in the upper deck
of the 747,very spacious and comfortable seats. In flight entertainment
excellent, and good selection of food and drink. Cabin crew friendly and
attentive on both flights. Baggage waiting in lounge at both ends of the
journey. Both flights and service excellent.
Virgin Atlantic review by Annette Jacobs
3 January 2007
I travelled home with them from Florida on 24th December 2006 and paid
extra for Premium Economy. It was a night flight. As soon as I settled
down to sleep, the cabin crew started making a noise - talking loudly,
slamming drawers in the kitchen area, flushing the toilet all the time
(after I complained about the noise). They were very young and need to
be trained as to how to provide for the Premium Service they are
offering people.
Virgin Atlantic review by Magnus Gittins
1 January 2007
Newark to LHR T3 in Premium Economy. Given that I was travelling on New Years Eve the crew were in
good spirits and very helpful. The food on the other hand was awful. I opted for a vegetarian
omlette for breakfast which I couldn't finish. The only other catering on offer was a range of
biscuits prior to landing. Not really adequate for a 6hr flight.
Virgin Atlantic review by Dave Scuttle
17 December 2006
Habana to Gatwick. Nearly 2 hours late! Awful service in premium
economy. FA's seemed to be on a jolly. Food poor, service poor, IFE
poor. No one seemed in charge and the service declined as the flight
progressed. Branson needs to improve the quality of the cabin crew. They
were awful. Serious training issues need to be addressed. Will not fly
Virgin Atlantic again.
Virgin Atlantic review by Ian Alexander
15 December 2006
Upper class out to Barbados & returned from St Lucia. Staff to Barbados
good, staff from St Lucia nothing special. Upper class is ok but nothing
special. If travelling with someone you will find it difficult to have a
conversation as everyone in the cabin faces one direction & there are no
seats together - a very unsociable set-up. Although you have the bed in
Upper class thats the only positive thing I can say about the product.
Amenity kit is non-existent, meal choice nothing brilliant & overall I
cant say that Virgin is any better nor any worse than British Airways.
Virgin Atlantic review by Jeremy Brown
11 December 2006
Upper Class A340-600 MIA-LHR was a very comfortable flight. Usual lousy
lounge at MIA preceeded quick security clearance; on board Freedom food
menu has less choices and only a continental breakfast prior to landing.
Seat so comfortable that I enjoyed a 5 hour sleep. Luggage was
especially prompt in being delivered. I left Heathrow 30 minutes after
touchdown ! An excellent flight.
Virgin Atlantic review by Emma Smith
3 March 2007
Don't believe the hype, they make the budget airlines look professional. We travelled economy to
Cape Town, pre-booking doesn't make a scrap of difference you just join huge queues of other
people who have prebooked. The emergency shute popped out as we were about to take off at 20.35, we
were delayed by 2.5 hours. It was 4.5 hours before we were offered a
drink. The inflight entertainment was not working and only started working at 4 am, and meals were
served way past midnight. On our return flights the site was down so we couldn't prebook.
The flight left at 22.45 - meal was served at 2 am! The whole service is a joke, this was ourfirst
and last journey with them.
Virgin Atlantic review by Shani Botha
10 December 2006
Virgin Atlantic from South Africa to Heathrow. What a disappointment. I
was travelling with my 5 month old son and had booked a sky cot. On
having held my child in my arms for the first hour of the flight, I
called a FA and asked that the cot be installed as my child was
sleeping. I was told to wait until she had served the entire cabin
their drinks - she had not even begun to take orders! Generally I found
the service to be of a very low standard and the FAs to make a lot of
noise throughout the night regardless of the fact that passengers were
clearly trying to sleep. My other complaints cannot be mentioned here as
the website states that they will not be published! Not impressed with
VA and will not recommend them to any one in the future - a pity, as
they came highly recommended to me.
Virgin Atlantic review by Andrew Estefan
10 December 2006
Return Gatwick to Barbados in economy. Outbound, the nightmare started
at the airport. I checked in online and had to wait 45 minutes before
being greeted by a disinterested and sullen check in agent at the "bag
drop". The standard check in lines were massive and I heard one other
person on the plane say it took her over two hours to check in. The
person conducting boarding mumbled her way through the announcement at
then chastised passengers who mistakenly joined the queue before their
rows were being boarded. The outbound 747 was full and had the old
uncomfortable seats. The food (I ordered a religious meal) was, at
best, unimaginitive and at worst just plain horrid. The seven small and
rough looking grapes, which made up my desert was particularly
unimpressive. IFE was the old kind without AVOD. My least favourite
part of the flight was the extremely noisy and intrusive group of around
eight people who were sat close by and who were continually served red
wine by the FAs until they were properly drunk. Senior FA then had to
address passenger complaints about the noise and rowdiness, resulting in
said drunk passengers complaining about how poorly they were treated!
Return leg a complete contrast. Very helpful 'check-in and chill out'
staff. Arrived at airport and boarded quickly and efficiently. Flight
half empty so plenty of room. Food still disgusting, but I was prepared
this time. IFE still the old kind, but okay. Newer seat that had
winged headrests (thankfully), but these seats are narrower. FAs were
friendly, professional, discreet and responsive and they actually made
the flight very pleasant. I have a Virgin frequent flyer membership, so
I use them, but after this last experience I am convinced their economy
product is well below standard as a matter of course, and the good
experiences are exceptions to that rule. I plan to use up my accrued
miles and high-tail it to BA.
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