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Virgin Atlantic review by Jon Earnshaw
5 June 2007 Customer Trip Rating : 
MAN-BGI-MAN Premium Economy.
Checked in without any problems. Once on oard via priority boarding,
seated in the upper deck. Greeted and provided a glass of champagne,
orange juice or bucks fizz before take-off - blanket, menu card, bottle
of water and pillow on seat. Seat old-stlye though comfortable, but the
aircraft looked tired and in need of refreshing. Hot towels served after
take-off, followed by drinks in plastic glasses with a small bag of
pretzels. Lunch was consisted of Pasta Salad, Chicken, Beef or Vegetable
Lasagne - dessert, cheese and crackers- wine/water regularly topped up
and tea/coffee also provided - baileys of brandy offered after the meal
- tasty and great service from attentive crew. Ice-cream provided half-
way through the flight and about 1.5hrs before arrival a small sandwich
and fruit - no immigration forms at Manchester meant we were provided
with these on arrival which caused a long delay in leaving the airport.
The return flight was very busy - checked in quickly and boarded in a
made-scrum, no priority boarding. Once onboard, offered the welcome
drink. Two rounds of drinks and towels after take-off and dinner - I was
seated at the back of the cabin which meant I was served last and was
provided with coffee whilst still eating my starter, it all seemed
really rushed and the service was not as attentive as on the way out.
Left alone without water/juice runs until about 1.5hrs from landing
where a blueberry muffin and yoghurt was served. I like Virgin but they
need to reinforce their service standards - everything is too
inconsistent - one flight can be good and one not.
Virgin Atlantic review by Vaughan Kingston
5 June 2007 Customer Trip Rating : 
LHR-Boston-LHR Premium Economy, flying with my wife and 4 month old baby
boy. Generally very pleased with the airline and their product/ service.
Check-in very smooth at LHR with very friendly agent. Got priority
boarding and offered champagne straight away. Flight attendants friendly
and helpful, they could not do enough for us and our baby. Got 2 rounds
of drinks service before dinner and a nice meal, with coffee and brandy
served afterwards. We had to keep going to the galley to heat up baby
bottles and the crew were great, they took a real interest in our baby
and were lovely. Flight back was great, had same seats (18 A&C). Cabin
is old style and looking a bit tatty (as on way out) but service was
again good. Bit disapointed that 'breakfast' was just a muffin and
coffee, as it was branded as 'breakfast' on the menu so bit of false
advertising from Virgin.
Virgin Atlantic review by N Francis
31 May 2007 Customer Trip Rating : 
LAX-LHR (Economy). Was bumped by BA who I'd flown out with onto the VS
flight due to overbooking, but the wait wasn't considerable. Onboard I
was shocked at the state of the Y-Class Cabin. While the IFE is
excellent, the seats are cramped. I'm 6ft tall, but even shorter
passengers around me where noticeably uncomfortable. The seats are also
very narrow. Sleep was impossible. The cabin crew looked tired and
hungover and grumpy, and chatted loudly to each other over the trolley
as they pretty much threw meals at passengers. They were invisible for
the remainder of the flight, and I heard those in the seats behind
amazed at the frosty, grudging reception they'd received when they'd
dared to head to the galley to ask for a drink. If Virgin are going to
spend so much money on upgrading their fleet to the new A340's one might
have thought that they'd want to enhance, rather than detract, from the
levels of comfort (previous flights on 747's with them have been much
better). Virgin used to be pretty hip, mocking BA for its serious and
'boring' approach to air travel. At least BA displays some level of
professionalism. Cramped seating and dreadful meals aside, Virgin's crew
are their biggest letdown, and it's high time that this shoddy excuse
for an airline is taken down a peg to 3 stars, with the likes of Iberia.
An extra £30 is a small price for shorter check-in lines, crews that
enjoy their job at least as much as their layover and seats that don't
try and reduce you to the size of a cucumber.
Virgin Atlantic review by Jim Jackson
31 May 2007 Customer Trip Rating : 
First time travelling with Virgin Atlantic, Heathrow to San Francisco.
Flew economy, good seats, food OK, staff supportive. My wife needed
wheelchair assistance on boarding and disembarking. London help good, SF
better. Due to problems with the baby, we asked to re-schedule our
return flight. Told this could only be done if we upgraded to premium
economy. We agreed to this (took 2.5 hrs on the phone to India to re-
book (from 1am to 3.30am local time). Two days later, no confirmation
received. Called again, told we had not been re-booked (another long
call to India) Paid for the upgrade at the airport, but not given the
upgraded seats on the plane. Queried this, told there were no seats
available. Awful flight back. Luggage delayed so long, delivered next
day. Wrote to Virgin on their form. Posted it on 17th May, no reply yet
(29th May) not even an acknowledgement. Pretty disgusted about lack of
consideration. I am 74 and my wife is 71. Never had this treatment from
any other airline. Been flying for over 40 yrs.
Virgin Atlantic review by Kamel Jabre
31 May 2007 Customer Trip Rating :
London-Shanghai-London, Upper Class. Used to be a frequent Virgin flier
(at least once a month) when I was living in the US, hadn't flown with
them for a year and a half until this trip. The slide in standard and
overall quality was shocking. Heavy cost-cutting is all too apparent,
but interestingly these cost reductions don't seem to have been
translated into lower fares for upper class passengers. Lines at Upper
class check in were long. Staff seemed in a hurry to put food out as
soon as the plane took off so they could then retreat to the galley to
gossip for the rest of the flight. Food was really below average,
nothing like what it used to be. The onboard bar used to be consistently
stocked with food and drinks a while back, now they leave out 2 bowls of
mingy crackers and a few bottles of juice and water (bear in mind that
this is a 12 hour flight - food straight after take off and then nothing
else until 2 hours before landing). They do have the freedom menu but it
would be nice to be able to help ourselves to something without having a
full-on meal, similar to BA's "raid the larder" service. Especially
given that the staff were all too often conspicuous in their absence.
While I have always liked the layout of upper class and enjoy the
privacy, I personally find their seat uncomfortable to sit in - the back
arches forward so you are consistently forced to slump and the space is
a little narrow. Have never been able to sleep well on the bed side as I
find it too hard a surface on which to get comfortable. Asked for an
extra pillow, on both legs of the journey was told that there were none
to spare since the flight was full and they only allocate one per seat.
Inflight entertainment was great, though the passengers behind me and in
front of me on the return flight had to make do with nothing since
their TVs weren't working. While there was nothing really terrible in
particular and I have had much worse experiences, have to say that
overall the attention to detail is lacking and as another person
described below, it really seems to be a slap-dash kind of service. All
the elements needed to make it a great airline are there - but the
pieces to hold it all together are either missing or deficient.
Virgin Atlantic review by Andrea Woolley
31 May 2007 Customer Trip Rating :
I travelled London Heathrow to Hong Kong in March, Premium economy, I
was slightly disappointed by the fact we got the old style cabin, but
soldiered on. I was disappointed that instead of the "priority boarding"
everyone seemed to be rushed onboard in a free for all. Cabin crew were
running round sorting our the Galley and we were "passed" a
complimentary drink almost as an afterthought. The seats were comfy,
through the headrest on mine would not stay in position. If the person
in front of you reclines their seat, it is almost impossible to view the
flat screen as, even if you recline your own, the screen gets a "glaze"
over it. The main reason that I chose the premium economy seats was for
the extra room, I am unfortunately a big girl and do need the extra room
for the 13 hour flight, I was disappointed to find that the seat belt
did not fit round and the dinner tray would not fold out across my lap
(even the size 14 person I was travelling with had reached the end of
the seat belt!!), this meant that dinner and breakfast were eaten on my
knees, with no offer of help from any of the crew. For the most part we
felt ignored by the crew, though there were a few passes through with
drinks of water throughout the night. As per previous comments, crew
could be seen chatting away in the galley. I must say that this has put
me off of Virgin Atlantic, and it would have to be a good deal to get me
back on one of their flights again.
Virgin Atlantic review by Shaun Loveland
31 May 2007 Customer Trip Rating :
LHR-DXB-LHR in Premium Economy. Both flights on A340-600 with new PE
seats and service. Outbound flight only 1/2 full and return flight was
full. The new PE seat and service is great, much better than other
airlines offerings. IFE system worked on both flights and has a great
choice of movies/music/TV etc. Cabin crew were friendly on both
flights. Check-in was swift and easy, especially as I had used the
online c/in option. The new food service in PE is excellent. Pre-
takeoff Champagne, newspapers and a new PE amenity kit. Once airborne
the bar service included full size bottles of wines/spirits into glass
glasses and the choice of 3 entrees, warm bread.
Virgin Atlantic review by D Frazer
28 May 2007 Customer Trip Rating :
JFK-LHR Upper Class. Flew out BA in new club world, after recent flights
on AA and CX in F. Maybe I'm being too tough (although BA on the way out
were faultless), but each VS flight I now take, I wish I'd waited the
extra hour for the BA alternative. VS check-in was overwhelmed and under
manned (a consistent trait). Although the clubhouse staff are charming,
the JFK clubhouse is poor compared to other lounges: Trying 'too hard'
to be too 'rock & roll' and not enough attention to detail of the food
offered, or the design quality. In-flight the menu choices were very
poor (at least VS is consistent in this aspect), with minute food
portions. The cabin crew (although friendly when they did appear) were
invisible in most of the flight (but audible for large parts from the
galley gossip). Unfortunately, the crew seem deaf and blind when it
comes to answering call buttons. Overall, unimpressive - yet again. As
usual, the VS upper class seat is great to sleep on, but poor to sit in
(the new BA or AA J class seats are far better): The good points - AVOD,
cleanish plane, friendly staff (when they did appear), on time arrival.
The bad points: Check-in, food, lack of attention to detail and the
generally slap-dash approach to premium service.
Virgin Atlantic review by Simon Wallace
28 May 2007 Customer Trip Rating :
London - Dubai return in economy. I was travelling with my wife and two
young children (8 and 3) - arrived on to a quiet LHR and we were very
quickly through check in and security. Plane on the way out was an older
Airbus with IFE controls in the armrest which is a bit inconvenient and
the seat pitch meant the plane seemed a bit cramped - IFE system worked
fine for and a great choice of entertainment. The children’s meals where
delivered promptly after take off allowing us to assist them before our
meals arrived. Flight only about 50% full so room to stretch out and the
crew were very helpful. Flight on the way back was a newer Airbus with
IFE controls on the seatback of the seat in front - this plane felt
slightly less cramped but again service was excellent, and the flight
was only half full again. As a Virgin Flying Club member there was a
good saving choosing a miles plus money flight.
Virgin Atlantic review by Jason Rowlands
20 May 2007 Customer Trip Rating :
LHR-CPT. Check in at London Heathrow is a joke. The queue forms in front
of, and obstructs the Arrivals doorway for the whole terminal, and runs
at such a slow pace that I arrived to check-in 2hrs and 15mins before my
flight was due to leave - and I nearly missed the plane! The girl at
check-in was miserable and unpleasant. The three of us - my wife, two yr
old son and I had 20kgs over our baggage allowance and a car seat, which
was also weighed. The amount they charged us for this, taking into
consideration many on the same flight may have been under the allowance?
852 pounds!! That's over 100 pounds more than an adult return ticket,
who would be allowed up to 25kgs each way!! We have e-mailed customer
services twice regarding the matter, and have not even received a reply.
Virgin Atlantic review by L Bigwood
20 May 2007 Customer Trip Rating :
LGW-LAS-LGW. My boyfriend and I flew economy with Virgin,. Outbound
flight good, seat pitch could be better but not too bad. We were sat in
row 58 and seats fine. The aircraft was old- IFE wasn't working properly
so couldn't play games. The crew worked hard - as drinks are
complimentary, lots of people took advantage by constantly going up for
beers etc and then complained when the alcoholic bar closed due to
nearly being out of stock! Food on both sectors was good, choice of 3
and plenty of it. Inbound on time, old aircraft again. Crew very good.
Virgin Atlantic review by John Hilton
17 May 2007 Customer Trip Rating :
LHR to DXB, out in economy and return in PE. The plane was a newly
fitted A340 -t the seats were so small and with the control in the
armrest it was almost impossible to access the controller. The headphone
jack was also located in the side of the armrest and duly broke twice as
I exited my seat. Whilst not an overly large guy and without expecting
VS to be any better than other airlines the "new" seating was small,
restrictive and uncomfortable. PE on the return leg was better, and the
food was excellent, much better than the outbound journey, but even with
the distraction of the IFE it was just a cramped uncomfortable journey,
no worse no better than anyone else these days. It's a shame VS has not
improved leg room in its new fit outs - 31 inches really is very tight.
The flights were on time and the crew friendly but appeared quite
haphazard, especially on the return journey.
Virgin Atlantic review by Andy Shepherd
17 May 2007 Customer Trip Rating :
LHR-JFK-LHR Economy. Check-in quick, friendly and efficient, especially
JFK. 747 going out and half-empty A340-600 coming back meant plenty of
space. Friendly, chatty staff. Good entertainment choice - once you've
worked out how to work it. My only complaint is that cutbacks in
food/drink are becoming noticable. On a 7 hour flight I would expect two
meals.
Virgin Atlantic review by Nadim Alam
13 May 2007 Customer Trip Rating :
Upper Class JFK-LHR. Flew into Grenada PE so was looking forward to
this. My expectations were disappointed. Ordered a Muslim Meal, which
when delivered, had to be the worst meal I have tried to eat and asked
for it to be taken away after 1 mouthful. The inflight entertainment
very good, and got some sleep on the flat seat. Had a massage before
touch down. Found the lounge in NYC very good and also the revivals
lounge great before a flight to Manchester. Seat as requested at the
front and service from crew was pleasant enough.
Virgin Atlantic review by P Lavery
13 May 2007 Customer Trip Rating :
MAN-MCO Return: Second time with Virgin Atlantic's Premium Service and
compared to many other airlines the service has been exceptional.
Priority check in: after booking in online we have yet to queue at
Manchester or MCO using the dedicated desks. Be warned we did see lots
of people who did queue for economy, especially at MCO. Priority
Boarding: Useful in avoiding the joys of air travel, even better is the
priority disembark, if the crew handle the process correctly (3 out of 4
have!). Baggage Priority: rapid baggage handling in the Uk and US,
meaning you are away from the airport before many have left the plane.
Premium cabin (upper deck): seats are comfortable and space is very
good. The cabin is light, airy and quiet. Personally a relaxing way to
travel and we are looking forward to the roll out of the full premium
service to the fleet. Our flight had the new menus, china, amenity
kits, blankets, just need the leather seats now! It's worth mentioning
2 toilets for 38 people. Entertainment: Manchester planes to date have
not had the V-Port system, but the number of channels is equal to most
other airlines. Cabin Crew: 2-3 staff to 38 people, staff were
attentive and friendly. Drinks available and trays always available
from above the stair well, along with fruit bowl. Food: The choice was
fine, but it's aircraft food. Virgin does need to look at it's Customer
Services, 35 days and no response to an email and after being told to
phone them by the Flying Club. After 25 minutes holding on an 0870
number, customer services informed us that they don't talk to customers.
However, we did then have a response in 24 hours. Shame to spoil it
with something that's so easy to fix.
Virgin Atlantic review by Ann Boyes
9 May 2007 Customer Trip Rating :
We recently returned from Las Vegas. We travelled outbound premium
economy, and back upper class. We were not too impressed with PE as we
found the remote control on the seats very difficult to use. The seats
could be improved by side head supports, the food was OK & the service
fine. Our journey back Upper Class was fine. Pick-up at MGM Grand was on
time. The driver was polite and helpful, helped us with the cases as we
are elderly. At check-in a worker actually apologised to us for not
being quick enough to help us with our cases. The lounge was nice and
relaxing, flight everything we could ask for. We thought the beds were
comfy, service excellent, food good and plenty of it. We will be using
you for our next holiday and hopefully travel Upper Class.
Virgin Atlantic review by Gary Hall
5 May 2007 Customer Trip Rating :
Just returned from Las Vegas. Reading through the above I note some similarities. Our outbound
flight from Gatwick was pretty good, service up to usual standard. Our home flight was exactly the
opposite, entertainment system failed to work, service hurried and not particularly welcoming,
return flight had modern entertainment system, but this did not even work as well as the older
system on the outbound flight. I guess Virgin is slipping.
Virgin Atlantic review by Paul Bursell
5 May 2007 Customer Trip Rating :
LAS-LGW in economy. I would have combined this review with the last had
I had a similar experience but I didn’t. At check-in I enquired about
extra legroom & upgrades as the message on the plasma screen behind
suggested but was told rather abruptly that nothing was available. Then
he remembered he had some Upper Class seating available. When I asked
how much this was he replied 1699. With us being in the US I was
thinking dollars. I though, with the exchange rate that’s not bad. Then
rather bluntly he said “pounds”. Why would you pay for something in
America with pounds? I thought he was mistaken but I’d had enough of him
talking down to me so I just said “no thanks” & let him get on with it.
Things got worse. The plane was delayed 2 hours so we spent nearly 5
hours in Terminal 2 at McCarran airport. I don’t know what Terminal 1 is
like but Terminal 2 is garbage. There’s nothing there! Nothing but slot
machines anyway. The plane was also garbage! A 747 needing a massive
refurbishment. This 747-400 has the Odyssey entertainment system that
you can play games on as it has a removable control but trying to watch
a film, that’s a different matter. I tried to watch Rocky Balboa but the
picture was rolling all the time and the sound kept cutting out. Now I
know it’s not Oscar material but it totally spoilt my enjoyment of the
film. That said this wasn’t my main problem. That came in the form of a
seat that sloped to the left & amazingly a tray table that did the same.
(Very uncomfortable for someone with a bad back on a 10hr flight & not
conducive for eating & drinking off). It might just have been my seat.
47H, avoid it like the plague.
Virgin Atlantic review by David Gartside
4 May 2007 Customer Trip Rating :
MAN-MCO and return, premium economy. B747-400. This was a business
trip and the convenience of the direct routing pointed me towards VS.
Online check in (both ways) very clunky and slow, but enabled a fair bit
of (authorised) queue jumping outbound, but offered no advantage at all
inbound. Lots of holiday travellers with huge amounts of luggage being
processed at a painfully slow rate at both MAN & MCO. MAN boarding
chaotic - not helped by MAN airport wish to fill all waiting space with
yet more shops. Both flights to time, with reasonable food and drink
and attentive staff. IFE a bit basic. Upper cabin space felt reasonably
uncluttered with OK leg room, but when seats in front are fully reclined
it feels cramped.
Virgin Atlantic review by G Scholes
3 May 2007 Customer Trip Rating :
London-Tokyo Upper Class return. Check-in, club, boarding, timekeeping
and staff all up to standar. Seats 4A / 4B separates you from your
travelling companion and there was quite a bit of swapping around as
passengers settled in and sorted themselves out into better travelling
arrangements. The seats were a bit of a disappointment. I am not sure
that a really wide person could actually fit into the allocated space
which is narrow and rigidly limited to that and no more. The seat
controls are fitted in the side and you can't help butting up against
these as you move, so sudden and unexpected ups and downs keep you
alert. The reading light is not really adequate for comfortable reading
- dim with a restricted beam. The entertainment screen is old technology
now. Audio programmes far better than most I have used. The table is
generous in size but stowing it is not easy and I needed an FA to help
each time. Similarly, to make up or take down the bed you need
assistance. The bed was also extraordinarily hard. Food and drink were
adequate but not in the least bit remakable. I think I got what I paid
for and my disappointment was the lie-flat bed. It was my first
experience of one and not one I would look forward to again on a Virgin
flight. I have heard subsequently that other airlines have different
seats and may be better.
Virgin Atlantic review by Jim Keane
3 May 2007 Customer Trip Rating : 
EWR- LHR on 744 Premium Economy Upper Deck. Older seats being phased
out, FAs helpful & attentive. Upper Deck quiet even with a number of
children in Upper Class and Premium. Food was ok and nightcaps helped us
sleep. IFE system inop but vouchers were provided for discount or extra
miles. LHR-EWR on 346 Premium Economy. New seats. IFE system functioned
as designed with a multitude of choices. All around pleasant trip both
directions and arrived rested on both sides.
Virgin Atlantic review by Tim Short
2 May 2007 Customer Trip Rating :
LHR-BOM in Upper Class mid June. Check in OK, though it did seem to take
them about 15 minutes to notice that there was no queue at Prem-Econ and
10 people waiting for Upper desks. Clubhouse lovely as usual, busy, but
better than most other airlines. Onboard, pleasant, not overly friendly
service with comfortable seats, but no AVOD on A340-300 which was
disappointing. The food is Virgin's biggest issue - almost everything
was inedible. Other than that, the crew were fine, got a good night's
sleep and no hassle. I am looking forward to better IFE and newer
interior of the A340-600 from DEL-LHR later this month.
Virgin Atlantic review by K Mistry
1 May 2007 Customer Trip Rating :
EWR-LHR-BOM. EWR-LHR on a A340-600. Equipment clean, cheery and bright
and nice large screens complemented the amazing AVOD. Service was
prompt and food extremely edible. LHR-BOM on older A340-300 with a drab
interior. Tiny screens and IFE not AVOD. The food (Indian selection)
was disgusting. The service on this sector seemed haphazard and
somewhat chaotic. There was a lot of stomping up and down the aisles by
FA's while people were trying to sleep. One side of the Economy cabin
was done with their meals before the other side had even been served. I
noticed the FA's preparing for a mid-flight water/juice service, but
never saw them offering beverages in my cabin. Perhaps the fluids had
evaporated by the time they reached the rear of the aircraft! For
whatever reason, the cabin crew seemed harried and grumpy; albeit, no
one was outwardly rude or curt. Both flights left and arrived on time.
Virgin Atlantic review by Graham Stevens
1 May 2007 Customer Trip Rating :
LHR-JNB return in economy. Crew great and new aircraft. Seats are a
little cramped and this was a common complaint as I could hear many
passengers commenting on the lack of space. Food good on LHR-JNB leg but
coming back was awful. Also no salad dressing provided on any flights I
have done with Virgi,n and if you want a hot drink during the flight
they only have very small plastic cups. If Virgin could sort out these
small problems they would be my perfect airline.
Virgin Atlantic review by Mark Freyton
27 April 2007 Customer Trip Rating :
Heathrow-Newark Upper Class. Arrived at T3 after a nightmare train
journey to find another nightmare in T3. The lines for all queues were
terrible, eventually got to the front and after a 5 minute chat break
with the person on the next desk I was checked in by a friendly (but
slow) agent. Got a seat in the middle of the Upper Class Cabin. Off to
the much hailed lounge. The Clubhouse is fun, bit chaotic with lots of
children running around. Snacks and full meals available but the
restaurant was packed so just had a drink at the bar. Noticed a delay,
but had not been told at check in. Eventually boarded an hour late. Sat
down, was greeted eventually by an extremely amusing young man who
offered me a drink. Very warm Champagne was the special of the day!
Pleasant enough flight thanks to the Video system. Food was awful though
- more Joe's Cafe than classy. In fact everything I ordered was
inedible. The crew were invisible except when I rang the call bell. Then
it did seem like I was an inconvenience to them. Made up a bit of time
and arrived almost on schedule. Virgin seats are okay, although I hate
having my back to the window. All in all the experience lacked attention
to detail, and the crew need to be made aware how much we are actually
paying for these seats. Virgin are not what they used to be!
Virgin Atlantic review by Diana Pierson
25 April 2007 Customer Trip Rating :
I was due to take a flight with Liat Airways from Grenada to Barbados 13/4/07 to connect
with Virgin to London Gatwick. Unfortunately the Liat flight was delayed for several
hours (no explanation) and it was apparant I would miss my connection via Virgin
home. Waiting for that flight at Grenada were the Virgin crew for the flight to London the following
day. On arrival at Barbados where we were told (about 9 of us at this point) that we
would have to overnight there, with no apology from Liat, the Virgin crew were sympathetic to our
plight. One particular flight attendant did her best to reassure us that we would be top
priority for standby and indeed, although it was the end of the Easter holidays, we boarded the
flight the following day at the very last minute. She was the first face I saw on the flight,
bright, smiling and welcoming and she did a lot to help me and my fellow "strandees" to get through
a stressful situation. The crew were helpful and approachable, the food excellent and nothing too much trouble .Thanks to Virgin for a comfortable
flight (loved the choc ices) and easing the pain of bungled connections!! No thanks to
Liat and indeed in the two weeks I was out there visiting my husband with the television company for
World Cup Cricket, we took two Liat flights - both were late with no reasonable explanation!
Virgin Atlantic review by Tim Bridgman
24 April 2007 Customer Trip Rating :
Gatwick to Orlando. Having paid the premium to fly Virgin over a
charter flight, I was expecting the sort of service I used to get flying
Virgin to San Francisco. 3hrs late outbound, 5 hrs late returning,
couldn't seat a family of 4 together despite checking in 4 hours early,
couldn't care attitude. Tried old planes, half the technology didn't
work, poor service, awful meal. Will, never fly with them again. Return
flight had been running late for 4 days but they couldn't be bothered to
text passengers - spent 9 hrs in the Airport - offered $10 meal voucher
(nothing on the 3 hr delay on the way out).
Virgin Atlantic review by Nadim Alam
24 April 2007 Customer Trip Rating :
LGW - Grenada. Premium Economy flight to Grenada. The 747-400 didn't
have the new version of Premium as stated, but it was a pleasant enough
journey. Service more than acceptable - only downside is the near 90
minute stop at Trinidad for refuelling. Ordered Muslim Meal, and it was
available as expected. Meal was OK.
Virgin Atlantic review by A Evans
20 April 2007 Customer Trip Rating :
Have just returned from a trip to Las Vegas, and as a Virgin Silver
flying club member have decided never again will I use Virgin. Simply
awful. Planes old and tatty, unlike new ones used on routes such as New
York and Dubai. On way out was offered one drink in 10 hours. When I
went to get myself a drink from the galley, received a dirty look for
interrupting the crew members conversation and had a bag of pretzels
thrown at me! Return leg even worse - after 4.5 hour delay, received no
apology from the captain or explanation for this. Food just about edible
and again, hardly any drinks offered. Virgin advertise their V-Port
entertainment system on their website, but have not fitted this on any
of their older planes it seems. Picture flickers on some films all the
way through and cannot access the control with getting out of the seat.
It seems Virgin have got a bit above themselves and have let standards
slip severely in the last few years.
Virgin Atlantic review by C James
20 April 2007 Customer Trip Rating :
SYD-HKG. Upper Class. What a disappointment. The cabin is so tight
there is literally no room to move. Seats not all they are cracked up
to be - too uncomfortable for anyone too tall and not an easy space to
get in and out of. I cant believe they rolled out these seats to all
aircraft. It makes the BA cabin look spacious and a superior product.
The service was very tardy, young crew primarily standing around the bar
chatting all flight. Food appalling - there was hardly any of it being
the main problem. Never again.
Virgin Atlantic review by D Frazer
15 April 2007 Customer Trip Rating :
LHR-HKG VS200 Upper class. Flight on time, with-it cabin crew. However,
clear signs (increasing on every sector in upper class, recently) that
Virgin has lost the plot. Check in (Upper class) is slow and chaotic
(only the insane take a car to Heathrow on a Friday pm). Process is
further slowed down by Virgin's decision not to wave change in APD, so
whole process is slowed down by people in front paying the extra APD.
This is a very quick way to see your frequent flyers move to more
'enlightened' airlines. Clubhouse looks good but service is random,
slow, and in some cases through gritted teeth (Some staff are super,
others really should be told to depart their role asap). Boarding
chaotic. IFE failed in a numbe of seats. Finally, the upper class 'worst
of British' menu is awful. 13 hours sector food choice was: sausage and
mash, chicken Tikka, Veg pot noodle, or a pork pie or cheese sandwich.
Breakfast was toast of a black pudding based cooked breakfast. Awful -
not a fresh item on the menu.
Virgin Atlantic review by Peter Keys
15 April 2007 Customer Trip Rating :
We have just returned Las Vegas - Gatwick on Virgin in Premium Economy
on the upper deck. Never again, this is the worst airline we have ever
used. Flight delayed for 2 hours. The seats were hard and uncomfortable,
IFE was inadequate, film choice lousy and with no control over starting
of programmes, no interactive games and control panel was located in the
side of the seats, not hand held making it almost impossible to use
without turning your body out of the seat to see it. Food was terrible,
chicken with sweet potato mash and a heated rubbery egg roll for
breakfast. Drinks trolley came around only once on the whole flight. Was
told that this flight only uses the oldest planes. I was looking forward
to our flights with Virgin but have been very disappointed all round. We
also took a Virgin flight to South Africa in January in Premium Economy
and this was slightly better although the food was still bad, IFE was of
a better standard. Has we not have been on a prebooked round the world
flight I would have certainly cancelled my tickets with Virgin. Never
again
Virgin Atlantic review by Gary Johnson
15 April 2007 Customer Trip Rating :
LHR-EWR. Having made a 200 mile trip to Heathrow without any hitches and
having checked in with Virgin the night before online, we arrived in
good time for our afternoon flight to New York. Usual procedures at the
airport and then a wait for boarding. However, 1 hour before our
intended flight time of 1600, the departure board displayed a delay
until 1900. Enquiries at the virgin desk revealed a technical problem
with a defective engine which was being replaced and £5 refreshment
vouchers were given out. One hour before the'new' departure time a
further delay to 2045 was shown and we were again told that the engine
defect was being sorted out. By chance a conversation with an american
woman who was a frequent flyer revealed that she had experienced this
before on a flight to Newark and she doubted very much that it was an
engine problem, more likely a staffing problem on the bank holiday and
she also said that she doubted if the flight would actually take off
before 10pm. In the event we started to board at 9.15pm (over 5 hours
late) and finally took off at 10.30pm. I have no comments to make
regarding the seats, staff or food as basically I do not expect much
from any of them and I am therefore rarely disappointed. The fact that
it would appear that this is not a one-off experience is more
concerning. The flight home was on time (from JFK) and nothing to either
praise or complain about, although as a passenger with Virgin to the
states from as far back as 1990, I do detect that standards are slipping
and the staff are not as accommodating.
Virgin Atlantic review by Jon James Little
4 April 2007 Customer Trip Rating :
LHR-LAX-LHR. In terms of fares, schedules, planes, in-flight catering
and entertainment, Virgin is broadly at least equal to, and in some
respects better than the competition. But what seems to let the side
down is the personnel. Slow and laborious check in that's made worse by
officious staff, long queues at the so-called Fast Bag Drop (a non
existent service at LAX anyway) and charmless and inept flight
attendants - one of whom even had the cheek to lecture me about the
effects of alcohol while he was serving me my one glass of wine (and
yes, you only get one) - make the entire process a lot more arduous than
it needs be. A series of long, rambling, self-congratulatory and mostly
pointless cabin announcements, and an overwhelming attitude from staff
that provision of service is beneath them, rounds off the experience.
I've been flying with Virgin on and off for 23 years.
Virgin Atlantic review by S Butler
4 April 2007 Customer Trip Rating :
London-Tokyo-London. We arrived 24 hours later than expected in Japan as
VS were looking for voluntary offloads due to overbooking. We accepted
the offer of hotels, meals, taxis etc, but were impressed by the free
return ticket to anywhere in the VS network within 18 months. Once on
our way the flights were good (Tokyo seems to be one of the better ones)
with friendly and helpful Japanese and London crews. We choose VS to
Japan mainly because of the excellent AVOD system. The A340-600 on each
sector were newly refurbished with the new style Premium and regular
economy seats. The only minus was the quality and quantity of food
offered for the 3 meal services. The food from London tasted like
plastic and the breakfast like rubber.
Virgin Atlantic review by F Rees
4 April 2007 Customer Trip Rating :
LHR-LAX Economy. Both ways it was packed. There were delays on each
journey. Seats awful on way home. We were on a three seat row. No room
whatsoever. When the seat in front went back it was impossible to watch
the screen. Eating a meal was an ordeal as no arm room. The plane seemed
due for retirement. The staff were stressed and unfriendly.
Virgin Atlantic review by J Panzer
4 April 2007 Customer Trip Rating :
IAD-LHR-IAD Economy. Both flights were good. Attentive staff at check-
in - accomodated my seat requests (traveling with children). Service
onboard quick and efficient. Cabin crew were nice and friendly.
Virgin Atlantic review by Jon Earnshaw
4 April 2007 Customer Trip Rating :
MAN-MCO-MAN - Premium Economy/Economy. Arrived at MAN to a very busy
Terminal 2 - it took me over 10mins to get myself to the Premium Economy
line and once there was checked in and through to security within
minutes. Once on board, upstairs on the 744 I was not welcomed and found
my seat myself, a tray then appeared with a selection of pre-departure
drinks, I helped myself as the Cabin Crew member simply stared at me.
The PE cabin is due for an upgrade but I was flying in the old seats,
the cabin looked shabby and dated and the seats though offered 38inches
of legroom were not that comfortable. Drinks after departure were served
in plastic cups and a tiny bag of pretzels were provided - no hot towels
at all onboard. Lunch arrived which consisted of pasta salad, chicken,
beef or pasta for the main course, a tiny raspberry and chocolate
mousse, cheese/crackers and coffee/tea. One glass of wine was provided
with the meal - I did ask for another but was told no. The cabin crew
disappeared until about 3hrs from arrival when they offered more drinks
and then about an hour before landing, a bag of fruit pieces and a small
sandwich were offered. On leaving the aircraft I noticed an overflowing
basket of fresh fruit and a tray of drinks, which had been there all
flight long I found out for everyone to help themselves - perhaps if
someone had told me I would have done. I left the aircraft thinking what
was Premium about that then. I returned in Economy - luckily the flight
back to MAN was half empty so had a row of 3 seats to myself which was
great. The crew were again unfriendly and seemed uninterested. Drinks
served after take-off were the same as in PE and dinner arrived which
consisted of a ranch dressing salad, beef, chicken or pasta, key lime
cheesecake, cheese/crackers and tea/coffee - again one glass of wine was
provided with the meal - the meal in terms of quantity was bigger than
in PE which was rather odd. They rarely smiled and could not even say
please or thank you. Breakfast an hour before touchdown was a very cold
small blueberry muffin, some fresh fruit pieces and tea/coffee - which
was very disappointing. I was not really impressed with my flight with
Virgin - they seem to struggle with the basics and though I already have
a flight booked with them for May, I am not really looking forward to it
- hopefully a wind of change will have happened before then!!
Virgin Atlantic review by John Wood
4 April 2007 Customer Trip Rating : n/a
Virgin Atlantic to Cuba in Premium Economy outward and Upper Class back.
Premium economy on upper deck quite good but no better than BA. In
flight entertainment not great, food fair. Upper class very comfortable
slept well in the flat bed. Food not as advertised, main course chosen
not available and had to take what was left, breakfast was awful with
stale roll and burnt bacon. Havana business lounge is a joke, soft
seats, ham and cheese with crackers only food available. Drinks OK if
you can find someone to serve you.
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