Virgin America

Flew Dec 26th JFK-Las Vegas. Two adults and 3 teenage kids. Boarding was early and as there were lots of families with young kids onboard total mayhem ensued with people trying to swap seats. FA's just stood aside and did not try to help or organize anything. Leg room was ok but the seats were thin uncomfortable cramped and short in the legs and I'm 5' 10. The inflight entertainment was good with a decent sized screen but many options were not available free of charge. Soft drinks are provided complimentary though no food was provided FOC it has to be ordered from your screen. Flight attendants were young but generally quite distant and a bit arrogant.

LAX to DFW in seat 10F return in seat 20D. Booked regular economy but when checking in online offered an upgrade to Main Cabin Select. Flight attendants smiling and walking up/down the aisle asking what they can do for you. For the return no upgrades available but the economy leg room was at least 1-2 inches more than AA Delta or United. Ambient lighting and sound leather seats and plastic seat backs with clean trays. Baggage pickup in LAX was fast. Personal video monitor for music TV movies etc. Food was a step above some other airlines.

LAX to JFK via connecting flight in SFO. Seats were okay flight was noisy all but the few passengers in first class are forced to use two bathrooms in the back which made for long waiting times and lots of people going up and down aisles. A lot of effort into having a trendy ambience but not attentive to efficiency and actual customer service. Upon boarding the leg from LAX to SFO we were notified that the cabin was full and they would need to start gate checking carry-on bags. However instead of bringing the gate checked bags back to the gate on arrival they sent them to the baggage carousel at SFO. Normally this would just be a detour and inconvenience but in this case I only had 20 minutes until my connecting flight boarded. A security guard told me my bag should've been checked to my final destination - if I had not checked with the airline desk I would've flown to JFK only to find my bag had been left in SFO. Overall this experience demonstrated poor organization and procedure with gate checking bags and poor customer service when problems arose. And on another note other airlines are already doing mobile device boarding passes to expedite checking in - not sure why Virgin doesn't do this when it otherwise tries to have a trendy and modern image of its airline.

LAS-SFO on Airbus A320. Boarding was far too early and disorganised for a plane this small. Having said that the flight did leave about 3 minutes early. Leg room was generous but the seats were a little thin cramped and short in the legs. The inflight entertainment system was good with a decent sized screen though many options were not available free of charge. Drinks are provides complimentary though no food was provided. The flight attendants were young but generally quite rude and arrogant. The cabin ambience was comfortable flight arrived early due to good weather. Overall easily the best airline in USA.

BOS-LAX. My wife and I travelled to Los Angeles. The flight crew were happy and sincere. They cared about the jobs and were happy to answer any questions. Each seat had their own 8" monitor to watch TV movies listen to the radio Videos on Demand view a GPS of the plane and weather conditions and to order food (great selection). All payable with a credit card on your monitor. The plane was clean and comfortable. The trip west arrived 30 minutes early. The flight back to Boston was just as pleasant but quicker.

LAS-SFO. Probably the best domestic business class flight we've had. From the ground service to the service in the air everything was good. Food was great as was the IFE.

Boston to LAX. Coach was small and cramped. All bathrooms were in the rear of the plane with a line most of the time. The plane had mechanical issues and had to return to the gate for repair meanwhile people that were late were allowed to sit on jump seats because their seats had been given away. There were issues with the electric outlets for computers and the food ran out in the first hour. No place to stand and stretch and many screaming unhappy children onboard. The return flight was a little better but not much.

LAS-SFO-half empty plane on a Tuesday. Loved the leather seats 32" seat pitch was okay because seats are thin and comfy. Lighting was cool. FAs friendly and not seeming bored serving in the back of the plane.

I was travelling with family and we were late. The ticket counter reps at Virgin America did a great job. They helped get my family (wife and 2 small ones) on board and set me up with a later flight with our luggage (we were too late to check the bags). They were very friendly professional and helpful. Plane has comfortable seats leg room (even in coach) and the individual screens make flying a joy. The fares we had were very good as well.

JFK-SFO. Most disorganized boarding I have seen in years. So many people in toilets that we missed our pushback and delayed 1.5 hrs. FA did nothing about it until last 30 seconds with an impassioned plea to get into seats which failed. The PPV system and food ordering system failed as is often the case other passengers told me. The new Internet with Virgin owned laptop failed. FA's tried but there was no leadership. The service manager was the most disorganized of all and when I asked why she replied she didn't know the back as she usually worked in the 8 First Class seats.