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VIRGIN ATLANTIC AIRWAYS customer review :  3 March 2010 by D White   (UK)

LGW-MBJ Economy class. Checked in Twilight night before. They took my mobile number and repeated it, but I got no info in the morning when we all turned up for the 11:15 flight which was delayed by three hours. Staff wore plastic smiles all the way through but were not very motivated for service. Across the 10 seat row, two seats had faulty reclining, and three tray tables were faulty. Arrival 3 hrs late in MBJ. Entertainment system had 12 films which all started at same time. No chance for real film on demand. Quality intermittent. Return MBJ-LGW. Economy Class. Flight delayed 2hrs due to late inbound - across the 10 seat row this time one seat had faulty reclining, and two tray tables were so faulty that they couldn't keep drinks straight. Cabin staff were stern and stand-offish claiming more attention to seat belt usage than ensuring passenger comfort.

VIRGIN ATLANTIC AIRWAYS customer review :  1 March 2010 by P Eden   (UK)

San Francisco to Heathrow 25th February. Seats relatively hard and not very comfortable for an overnight flight. Warned before take off that entertainment system was malfunctioning. All films started at same time so beginnings were regularly missed. Hot water boilers stopped working so many passengers went without tea or coffee at breakfast. Food was very poor. Have always flown with Virgin Atlantic previously when offered choice. Not likely to again.

VIRGIN ATLANTIC AIRWAYS customer review :  1 March 2010 by A Shackell   (UK)

LHR-DXB return, Upper class outbound. Being honest didn't think it was that great, nice staff but being a night flight very much put you to bed and forget about you, suit some but not others. Cabin became very hot and stuffy, the herringbone seating arrangement seems like you look up and seem to look right at someone. Food okay but not great. Don't think would use Upper Class on Virgin again. Inbound Premium Economy - very good for a day flight, good seat, food and cabin staff. My only moan about this leg was the child from hell 2 rows in front, staff more than patient, Senior cabin manager spoke to parent more than twice but didn't seem to make much difference.

VIRGIN ATLANTIC AIRWAYS customer review :  28 February 2010 by J Richy   (UK)

I flew with Virgin to Barbados. At the airport bought upgrades at half price - wasn't worth the extra. Seats were marginally wider with a little more leg room, food was dreadful, the wine was nice. Staff okay, entertainment was okay - I was looking forward to seeing a film on my return journey, but the return programme didn't relate to what was shown. On our return we could not upgrade but were offered extra leg room at £60 each - when my husband looked at the check in seating plan the extra legroom would have been an inch - what a rip off! The extra leg room on Virgin is hopeless, seats by the exits usually have people gathering on long flights and chatting when you are trying to sleep and taking up the room where you could stretch your legs, the bulkhead seats usually have the carrycots and other leg room seats are by the loo or the galley.

VIRGIN ATLANTIC AIRWAYS customer review :  27 February 2010 by F Meehan   (UK)

HKG-LHR, flight was overbooked and what looked like off duty flight crew were shunted up into Upper class. Service was okay with local FA offering a half hearted Asian spirit to the service, but much better than their Shanghai service which is bad nowadays. Have recently tried to get on the same flight or to SHA and found to my horror that premium has accelerated in price from 900 round trip to about 2400 GBP. You can go business with most carriers for 1600 to 2400. What is VS thinking about nowadays? Now booking with LH/TG and Asiana and so far a great experience.

VIRGIN ATLANTIC AIRWAYS customer review :  24 February 2010 by J Berry   (UK)

I have just returned from a trip to Orlando from Manchester flying premium economy. The priority boarding and disembarking was a godsend - particularly entering the US . The wait at immigration is bad enough when you are first in the queue. The seats were bigger than economy, cabin was quieter and service better. As a family of five it meant the children were able to sleep. We were upstairs which I suspect was quieter than the premium economy seats downstairs. It was my first experience of travelling with Virgin and with the exception of the very unfriendly online check in (esp for parties more than 4) which continually crashed when we tried to do it for the return journey, it was a very positive one.

VIRGIN ATLANTIC AIRWAYS customer review :  24 February 2010 by A Gaddal   (UK)

LGW to LAS in premium economy, LAS to LGW economy. outward journey used the twilight check in very useful. Cabin of B747 jwas dated but clean, seat comfortable and good storage space in overhead bins and also beside seat. FA attentive and good service, return flight economy again used the remote baggage drop facility which gave us few more hours for shopping. Aircraft was full, we got the seats we booked online - very uncomfortable, very narrow and would only recline about 2 inches. Food was as good as to be expected, no AVOD here.

VIRGIN ATLANTIC AIRWAYS customer review :  22 February 2010 by N Hawkins   (UK)

Gold card holder and flying Upper Class on a return flight to Nairobi. On the ground the service was excellent apart from the miserable person checking us in who was distinctly unhelpful. Inflight entertainment was rubbish and inferior to economy on most airlines. How Virgin can continue say they are offering a top quality service is a joke. Have always supported Virgin but they are losing it.

VIRGIN ATLANTIC AIRWAYS customer review :  19 February 2010 by N Quantrill   (UK)

LHR to Miami return. The food was disgusting, could not eat anything of the main meal and I am never fussy usually. The breakfast was poor with just an egg sandwich - no juice, fruits, yogurt or rolls. Uncomfortable seats, very poor customer service, uncaring and unprofessional. We pre-booked seats but were told these seats were not available anymore. We were 5 people flying together and were separated on each corner of the plane! We won't be flying with Virgin again.

VIRGIN ATLANTIC AIRWAYS customer review :  18 February 2010 by A Bullock   (UK)

Just returned from Puerto Rico - awful 5hr delay with no information until we boarded the aircraft - delay due to volcanic eruption! The plane was old and tired, very narrow seats and gangways, rendering the staff, not to mention the passengers, very edgy. Also very hot. Food was inedible - 'breakfast' consisted of a soggy plastic cheese and egg bap - which was inedible. Very little alcoholic drinks available. We have flown Virgin on a number of occasions during the past few years, but it will no longer be our first choice. Virgin is fast becoming a second class airlline.

VIRGIN ATLANTIC AIRWAYS customer review :  17 February 2010 by Brian Oakley   (UK)

LHR-JFK outward, Newark-LHR return treated ourselves and used earned miles to go premium economy both ways. Checked in at the airport at the counter, no problem, had the seats we reserved online, flight on time. Seats much better in premium travelling out of LHR than Gatwick and you feel you have more legroom and wider seats. Perhaps Virgin should invest and upgrade the planes that fly from Gatwick to bring them up to the standard offered out of LHR. Food good on outward journey and hot meal on the return leg was ok but the breakfast offered before landing was very poor. On the return journey we asked if we can swap our seats for the bulkhead seats thinking we might get a little extra room to stretch out and have a sleep on the return leg - what a mistake, as these seats offer less room to stretch out and very awkward to get comfy. Overall a good service offered by the FA.

VIRGIN ATLANTIC AIRWAYS customer review :  16 February 2010 by T Wright   (UK)

LHR-LAX, SFO-LHR. From Heathrow checked in online, bit of a queue to drop my bags but fine. Terminal 3 is not the nicest place, nor is it the quickest terminal so allow decent time for security etc. IFE was good, with the VPort on demand system working fine. Meals were good, and whilst there was only one full meal, they offered extra snacks etc throughout the flight. Not the biggest or most comfortable seat I've had economy, but it was fine. Flight back again IFE great, food slightly worse though, especially the breakfast muffin offered on arrival at 7am to LHR, not too pleasant. However, on balance, good service, on time, cabin crew fine, if not exceptional.

VIRGIN ATLANTIC AIRWAYS customer review :  15 February 2010 by M Malaviya   (UK)

Wish I had read these reviews before booking flights for my elderly parents - Gatwick to Vegas. I did online check-in, changed the seats, and waited for a pdf of the boarding passes to be emailed. An hour later, phoned the premium line number addressing "web problems" and was told that they were experiencing "printing issues" their end to do with boarding passes. My feedback was ok, so why don't Virgin flash a message letting us know there are problems with online boarding passes? But I felt that bum on the seat did not want to hear that and could not care less. It'd be nice to get an official response acknowledging problems that customers face and what Virgin are doing about it.