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VIRGIN ATLANTIC AIRWAYS customer review :  24 November 2009 by C Gannon   (UK)

LHR-BOS and back, my first time flying with Virgin Atlantic. I normally travel British Airways, but thought I'd try Virgin due to the cost being lower than BA. I will probably revert back to BA next time. B747-400 outbound, and got 2 seats with plenty of legroom towards the rear of the plane. Return an A340-600, seemed a new plane, but my entertainment system kept freezing and handset did not work properly. Staff friendly and helpful. Flight outbound was a nice smooth daytime flight but the return overnight flight was quite a bumpy transatlantic flight, and did not sleep much as a result. Food okay, nothing special. I am looking at a trip to Australia next year, and will probably revert back to BA/ Qantas as they offer better connections. I had to travel to/from Manchester, and was unable to book my connecting flights in one booking. Virgin Atlantic website is very poor.

VIRGIN ATLANTIC AIRWAYS customer review :  23 November 2009 by Stuart Smith   (UK)

Our experience of Virgin Atlantic flights from Manchester to Orlando, Florida was not what we had been expecting. The outward journey wasn't very comfortable for such a long flight, seating and legroom very cramped. The meal left a lot to be desired and the surprising thing about the meals was that considering our destination, and the fact that the plane had a very large number of children on board there was no children's menu. Just before we landed we were given a sandwich consisting of ham with a horrible relish distributed from a cardboard box! The return was even worse. We were informed whilst in the terminal that the entertainment system was malfunctioning and the majority of economy passengers would not have TV, radio or video entertainment on the return journey, this did not go down well with passengers who had children, wondering how to entertain them during the next 7 hours! When we eventually boarded we also found that the reading lights did not work so that when the main lights were dimmed during the night it was impossible to read. The food served during the flight home was disgusting, the main meal consisting of beef stew, the origins of the beef debatable, once again nothing different for the children. About an hour before we landed we were given a hot brown paper bag containing an egg and cheese bagel which must have been made the week before, I have seen more appetizing plastic versions! All in all not a pleasant experience after such a lovely holiday.

VIRGIN ATLANTIC AIRWAYS customer review :  23 November 2009 by C Kirkcaldy   (UK)

In recent years have used Virgin Atlantic to travel to and from Kenya, have generally been happy with the price and service. But this past year several members of the family have travelled with Virgin and not been able to get seats together. My daughter, husband and two year old were split up, my husband and I were allocated seats in different rows, this despite having the same names and booking reference. This is the first airline in all our years of travel that do not seem to think it important to seat families together. We have naturally been upset by this and would like an explanation as to why this practice happens?? Also the 24 hour check-in service has never worked for us and despite getting to the airport early most seats seem to have already been allocated - what is happening here?

VIRGIN ATLANTIC AIRWAYS customer review :  22 November 2009 by Rob Payne   (UK)

LHR-Shanghai & San Francisco-LHR. Outbound A340-600, despite being boarded almost an hour early, some people will turn up only minutes before departure resulting in a delayed departure. Great cabin staff. Aircraft seemed quite new with latest media equipment. The wider leather seats were very comfortable. Not so much leg room as Air New Zealand Premium Economy. Meals okay. Our homeward bound flight on an older A340-300 with TV screens which were old and difficult to view. Staff were excellent, breakfast was awful though, a choice of 2 bagels, both with egg in them. Check-in efficient and fast on both flights, with priority boarding and disembarkation.

VIRGIN ATLANTIC AIRWAYS customer review :  21 November 2009 by D Hobbs   (UK)

LGW-MCO-LGW. Not been moved to comment on this website before, but never had such an appalling journey. Outbound delayed by 2.5 hours with no advance notification. Lounge at Gatwick closed; alternative (the holiday lounge) has no internet connectivity. Stale sandwiches offered to keep us going until lunch onboard. Inflight entertainment comes from very tired old VHS players with the worst headphones ever. Not much in the way of apology. Return flight I was at least notified by phone of a two hour delay (it was actually 2.5 hours). Lounge full to bursting, and the only food available was shrink-wrapped gouda. Boarding completely chaotic. Food largely inedible. Woken 90 minutes prior to landing whether you wanted to be or not. Breakfast one tepid cup of tea. 10 minutes after the doors were opened Upper Class passengers were still being kept on board while wheelchairs were organised. Completely unacceptable as a business product in every single respect

VIRGIN ATLANTIC AIRWAYS customer review :  19 November 2009 by Robert Geddes   (UK)

Travelled recently to Barbados Upper Class - outward trip excellent, good cabin crew and food. Trip back was a nightmare - crew awful, food even worse, service worse still. Soup served with no spoon and cold main meal - chicken tough, cheese and biscuits never did arrive. Breakfast of cornflakes served in a bowl with no milk - milk arrived, no sugar, no spoon. Then made a big mistake ordered a bacon roll - this was two great big slices of Gammon in a stale roll. What a shame that one trip could destroy ones opinion of an airline.

VIRGIN ATLANTIC AIRWAYS customer review :  18 November 2009 by Margaret Corless   (UK)

MCO-MAN Premium Economy. A terrible experience. Downstairs section of PE in old 747 layout - economy with a bit more room. One hour late in take off, cabin freezing cold for first two hours, no priority baggage as advertised by Virgin, a roll wrapped in paper and cardboard cup of coffee for breakfast. Terrible service from economy cabin FAs. Complained and Virgin not interested. They seem quite happy that if you are seated in this section of PE in old aircraft you do not get all the PE advertised services even though you pay for them. Very poor value and Virgin Customer Service has gone right downhill. Likely to use BA for this route in the future even though I am a Virgin silver card holder.

VIRGIN ATLANTIC AIRWAYS customer review :  15 November 2009 by J O'Dowd   (Ireland)

Shanghai to Heathrow. Flight attendants not helpful, at back of plane and meals served to us was what was left over, and no excuse given - this would not be a problem only for the bad manners of the staff. Travelled with British Airways and they give better service. Virgin need to teach stewards about customer service.

VIRGIN ATLANTIC AIRWAYS customer review :  15 November 2009 by Dave Wayne   (UK)

Manchester to Orlando in Upper Class. Outbound flight, staff doing their best - thoroughly enjoyable 9 hours - plenty of good food and drink. Two weeks later the inbound flight was a different story. Average lounge facilities at Orlando - no food available. Onboard one member of staff was simply rude, ill suited to the job in our view. Flat bed didn't go flat and table was prone to jamming. Complained officially and received no joy from Virgin.

VIRGIN ATLANTIC AIRWAYS customer review :  15 November 2009 by M Simons   (UK)

LHR-JNB Upper class. Boarded after most other pax and seated on upper deck in seat 2K. Overhead not big enough to store a computer case. Slightly odd seats do not allow you to see out of window. Cabin crew friendly and professional. Good choice of food, good choice of films. Was offered sleeper suit but declined. Only problem with 2K is that it is by the toilets at the front of the upper deck so for the final hour of the flight a queue of passengers all waiting to change out of the sleep suits right in front of the seat. As the seats are arranged in the fishbone layout spend the entire time facing people in pyjamas! The mattress for the bed was pretty thin and the single pillow is laid on to a metal grille so not overly comfortable. Landed half an hour early and bags off quick.

VIRGIN ATLANTIC AIRWAYS customer review :  15 November 2009 by Paul Reynolds   (UK)

LGW-MBJ. We upgraded to Premium Economy and impressed with service and the crew friendly and chatty. A lot of food available and frequent drinks runs. IFE was a bit of a let down as it was the older Odyssey system and not on-demand. The overall experience was very good.

VIRGIN ATLANTIC AIRWAYS customer review :  8 November 2009 by P Chandler   (UK)

Miami from London on A340-600 on time, professional and organised crew, food was pretty good for economy. Vport entertainment system good when working but did need a re-boot during the flight - let down by the seat allocation request that was made when using the online check-in service not being retained by the system. Return flight was not to the usual standard with booked seat allocation once again being changed from window +2 next to a row of 3 in the middle. Considering the booking was made in January with confirmed seat this did not get this flight off to a good start. The crew were generally disorganised. Inedible food - this was a night flight and crew did little to quieten down a drunk passenger who managed to keep most of the rear cabin awake until others complained and they stopped serving her alcohol. If this was my first flight with Virgin I doubt I would be coming back - but I hope it was a just a off day.

VIRGIN ATLANTIC AIRWAYS customer review :  5 November 2009 by B Andrews   (UK)

Booked LHR to Newark for wife's 40th. Arrived at airport to be told plane had "gone sick" so smaller plane meant we could not go. Found out later this was rubbish as they had overbooked on purpose. Put on Washington connecting flight next day. Very disappointed in the staff at airport as we were told we had to get boarding passes next day and no guarantee of flight, but fellow passengers as different desk were given them! Got compensation and hotel at LHR, but Virgin need to understand the emotional stress of this - we lost a day of our short break, had to cancel or re-book activities I had planned, some fellow passengers in tears as they only ended up with 1 day in NYC. Basically I was sold 2 seats on aircraft that didn't exist!