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VIRGIN ATLANTIC AIRWAYS customer review :  5 November 2009 by Phil Gwin   (Australia)

LHR to SYD. Not the airline I used to travel within in the past. I just returned from the UK in Premium Economy. Seats now seem older some appeared to require fixing one was stuck together with tape. The crew are there usual happy selves. Virgin Atlantic promote Premium Economy has its own staff, I doubt that to be true as the service is not quite as good. Dinner served was good but breakfast left a lot to be desired. Not sure if I will use them again even though I have over 130k flying points still with them.

VIRGIN ATLANTIC AIRWAYS customer review :  4 November 2009 by Louise Brant   (UK)

LGW-LAS-LGW. Checked in online, bag drop fairly quick. I travelled with 3 friends and we sat in the middle 4 in row 35. No major problems apart from the running out of booze fairly early due to everybody drinking as much as they could. Staff ok, entertainment system good. Return flight awful. We arrived at the airport and were told there was an hour delay. By the time we boarded we were 2 hours late. At no point during the flight was there any kind of apology or explanation. Food ok but they didn't clear up for 1.5 hours. During the entire flight drinks were only offered once. My companions screen kept freezing and after 4.5 hours he was given a dvd player but only one dvd to watch. Will be looking elsewhere for flights to the US from now on.

VIRGIN ATLANTIC AIRWAYS customer review :  4 November 2009 by O Dehinbo   (UK)

LHR-Dubai flight was good, crew polite, food above average and entertainment was good. However the leg room was almost non existent and very uncomfortable. The return flight was not exceptional. One of the crew was rude, toilet was out of service resulting in a long queue and people trying to use the other toilet in premium economy being told off, as if they were in primary school.

VIRGIN ATLANTIC AIRWAYS customer review :  4 November 2009 by B Baltezore   (USA)

LAX-LHR return Premium Economy. Outbound flight left at 21:00 and dinner served right away. Food OK but had difficulty getting a second glass of wine after dinner. I asked twice, eventually just pulled the curtain open and interrupted the FA's. Right after dinner the lights were turned off and FA's disappeared until 2 hours before landing. When I awoke from my sleep my dirty glassware was still on the tray! Overall an OK experience but the additional fare was just for a little more space, service no better than economy. Return to LAX was a daytime flight and better overall. It was Halloween and the crew dressed up, a fun touch.

VIRGIN ATLANTIC AIRWAYS customer review :  4 November 2009 by N Jones   (UK)

LHR-JFK return. We checked in using the online service 24hrs prior to the flight which I can highly recommend. Past experience when pre-allocating seats does not guarantee seats on arrival at check in. Fast bag drop but we were one of the first flights out for the day, fast track security excellent and in 5 mins were in the main lounge. Once the clubhouse opened at 7pm we took advantage of the pre-booked Cowshed facilities. Food even in upper class was not great, crew fantastic. Vport system needed to be rebooted a few times on return flight which from reading other reviews is becoming increasingly common for Virgin. I suggest bringing a good book or magazines just in case.

VIRGIN ATLANTIC AIRWAYS customer review :  26 October 2009 by Beverly Neale   (UK)

Outbound to SFO we struggled with the automated check in machines at Heathrow but assistance from Virgin ground staff excellent . Onboard the aircraft, we were pleased with our seating (admittedly, had we been one of the unfortunate customers seated in the middle 2 seats of the 4 row, we may have thought differently). The cabin crew worked hard and were pleasant & helpful. Food/drinks plentiful and no problems with the onboard entertainment. Our return journey from New York, so the flight time was only about 6.5 hours, and we couldn't fault anything.

VIRGIN ATLANTIC AIRWAYS customer review :  24 October 2009 by G Workman   (UK)

Customer care standards very much declined. Have travelled several times in the past with Virgin and always been happy - professional friendly crew. Not this year, online check in a complete waste of time at Heathrow. Got to bag drop, a huge queue with an hour wait - we were told that all online check in does is allocate a seat which they can change again? Very, very cramped seats, entertainment units breaking down, awful food, dirty loos. On return flight from Las Vegas, we were told no after dinner drinks as they were expecting turbulence! If it happened we hardly felt it - 12 hours when we were next offered a drink, at breakfast! We expected better from Virgin, very disappointed.

VIRGIN ATLANTIC AIRWAYS customer review :  24 October 2009 by Richard McCartney   (Estonia)

LHR-SFO. Check in great, bit of a queue for security but nothing major and in the lounge in no time. Great looking lounge but whilst sat down not a single staff member enquired if we would like anything whilst serving those around us. Guess you have to go to the bar and order. Boarding good with priority for Upper Class and sepArate gangway. Food was ok but I'd not been expecting much having read previous reviews but getting a glass of wine was a different story. I eventually rang the call button but not what you expect to have to do in business. Entertainment was good, but overall not the Upper Class of old.

VIRGIN ATLANTIC AIRWAYS customer review :  22 October 2009 by Rita Byrne   (Germany)

We travelled return from Heathrow to New York in September - one of many transatlantic flights, but the first with Virgin. I reserved seats online for both legs of the journey, but these reservations were changed without notice and instead of window and aisle seats, we were left sitting in the middle 2 seats of a 4-seat row. Extremely uncomfortable, narrow, no leg room and no room to put anything under the seat in front. Once the seat in front was reclined, eating was impossible and I had to ask the cabin crew to request the person in front to put their seat into the upright position in order to eat my food. Inflight entertainment broke down completely on the return leg, which made for a very boring flight. It also broke down once on the outward leg, but was rebooted by the cabin crew and functioned after that. Food was only OK, but to be honest, I didn't expect any more in economy class. Check-in was fast in both airports and the crew were fine - not up to BA standards, but not as bad as Ryanair.

VIRGIN ATLANTIC AIRWAYS customer review :  19 October 2009 by Tristan Collins   (UK)

LGW-LAS-LGW. Check-in at Gatwick - arrived more than three hours prior flight, asked to use the automated check-in machines. People were having difficulty as you need to have hotel postcode at hand. One attendant manning all the machines was inundated with questions advised us to go into check-in line instead. Long queue. At this point we were approached by lady selling V-lounge and seat upgrades. We decided to spend £75 a-head one-way on exit row seats, this purchase helped take us out the long check-in queue too a shorter, priority queue. It still took us nearly two hours to get through security though! We purchased seats 49J and H which were fine although just outside the galley and busy. Plus, this can be a bit of a meeting place for people queuing for drinks and stretching their legs but would consider the seats worth the money as legroom is at a premium. Flight going out was a real party flight and staff were customer friendly and worked hard - a hot meal, snacks, ice cream and a sandwich along with usual drinks. However as previous reviews have mentioned alcohol seems to run out 3 hours into the flight. The flight crew informed us this always happens and they try to preserve stocks for the return flight. Return flight was quite different with regards to service and meal served. Apparently there was staff shortages on the flight and they lacked the friendliness of previous crew. All in all our outbound journey hits the top end of our rating only because we had the exit row seats and the crew were customer focused. However because overall the experience was far from perfect next time we fly to Vegas we may try BA's new service from Heathrow.

VIRGIN ATLANTIC AIRWAYS customer review :  19 October 2009 by Graham Hayes   (UK)

London-Orlando. Outbound flight 3hrs late. FA good but the food was very bad even by Virgin Atlantic's own very low standard. Return on time, good service from crew and food very poor. Virgins food service is by far the worst food on offer.

VIRGIN ATLANTIC AIRWAYS customer review :  19 October 2009 by S Brindley   (UK)

Manchester to Barbados - out Premium Economy & back Economy (but paid for extra leg room). Premium Economy quite good, larger seats/extra leg room etc and food reasonable, but the drinks service was practically non-existant after the meal. Entertainment system was very good. On the return extra leg room seats were small and uncomfortable. Had to ask for blankets and pillows and after the meal we did not see any drinks until a small carton of water just before the joke they call breakfast.