Virgin Atlantic

We arrived at the LHR transfer Virgin Desk to give our baggage tags to the Virgin staff two of them were just standing there talking to each other whist the queue was growing behind us and the other staff on the desk were taking a very long time with the people who were ahead of us. We got to the counter and were issued with new boarding passes and given a voucher for free tea or coffee. We got to our gate and sat down to wait to board. They announced boarding for people traveling with kids or people who needed assistance to go first. Other passengers seemed to not care and boarding became a free for all so we decided just to get on the aircraft. We were greeted by name which was a nice touch and told were told were our seats were 43h&K. The vera on-demand system was not turned on until 20 mins after the flight had taken off. Food was very bland and had no taste to it when served. The seats we found were very uncomfortable almost like a charter plane the headrest would not adjust the way British Airways or Aer Lingus would. Overall I don't think we would fly with Virgin again BA United and Aer Lingus are far more comfortable and have better service than Virgin. I do not understand what the all the hype that surrounds Virgin is all about the competition is far better.

16 Aug VS012 BOS to LHR in premium economy - Excellent service as usual first flight on A330 which was impressive. My current airline of choice across the Atlantic.

3 Aug VS095 LHR to YVR 3rd PE flight in 3 years excellent on board service as usual. Only issue was luggage was not tagged correctly at LHR and was one of the last out at YVR this was pointed out to the agent at check in who informed us that there would not be an issue as the computer would sort! Staff training issue here. Flight on older A340 aircraft which are due to be replaced next year whilst have the new PE seats have the old entertainment system.

LHR to SFO March 2014 Upper Class Lounge at Heathrow excellent with huge choice of freshly made food and drinks including champagne. The Cowshed has large range of treatments if you so wish showers etc and very polite and helpful lounge staff. Upper Class really lived up to its name on outbound trip nothing too much trouble. Meals including quality wines afternoon tea with delicate pastries and macaroons. Seat / flatbed really comfortable plenty of varied inflight entertainment. Return trip still very good with exception of one cabin staff member she was not enjoying her job at all and really didn't want to be there as I overheard her telling a man in seat behind me! She gave me wrong breakfast and when I remarked on this she said it was what I ordered only when another passenger had same problem did she realise she had mixed order up trays were swapped but no apology. This was only problem and her poor attitude didn't take anything away from the flight enjoyment fabulous to lie flat and be able to sleep. We had flown from San Fran to Hawaii with Hawaiian Airlines and didn't realise until we returned we could claim partner airmiles but needed boarding cards which we hadn't kept customer services were brilliant and gave us the airmiles as a kindness great PR and we will be booking with Virgin again very soon If Flight crew are good it's a great trip but poor /rude crew can really ruin your flight this should be addressed as Virgin has a great product.

Travelled with them about 15 years ago to New York - bumped off flight to New York with two children . This caused problem with hotel reservation at the other end. On way back because we hadn't left on assigned flight out we were cancelled on return one - very poor customer service - no apology or compensation. After 15 years thought I'd give them a second chance just been told that they that cancelled my planned return flight from Chicago. No alternative offer apart from a day later - refused to pay extra hotel accommodation cost only prepared to offer a refund not prepared to book me onto an alternative airline at their expense. Appalling customer service not recommended.

London - Johannesburg - London. 6/8/2014 - 16/8/2014. I had to get an urgent direct flight for a close family bereavement and found available Virgin with a direct flight at reasonable cost. It got me there on time but given a choice in future I will not use Virgin again. The menu preparation presentation and taste of the food is at least two decades behind times. On the outbound flight I could not get the meal of my choice the alternative was not an option I would eat and thus declined a meal. The seats are very uncomfortable and leg space is configured for cattle class. I travel frequently and the same economy class is much better on most competitive airlines. Service snacks and drinks are nothing but skimpy and lacks that feeling that they want to please you. Inflight entertainment had to be rebooted several times and my broken headset had to be replaced.

I travelled from Manchester to Barbados return. Both ways they ran out of choices of meals. When I questioned why I was given a curt reply. The staff came across as very indifferent to passengers needs. If you want a drink after your first initial drink we were told that only one drink was served due to some passengers drinking too much. As a 50 year old travelling eating a meal which I did not want and refused a glass of wine due to other passengers" maybe" drinking too much is quite insulting. The final straw was they had run out of drinks and apologies were made to passengers that there was no more drinks on board as they had no room to store drinks and other passengers had drunk too much. Is this the service you expect on a well known airline? More training needed maybe? Is it because it is economy?

Seasoned travellers but our first with VA LHR to Antigua. Package deal so economy chose to pay on check-in for extra leg room -££40 extra. Flight was excellent from start to finish could not fault VA out or inbound. Seats were comfortable enabling a good sleep food very good service again very good. Booked VA again - LHR to Grenada via St Lucia in September this time PE.

Just returned from Florida after a very enjoyable holiday which was not enhanced by Virgin flight. My criticism revolves around the food on the flight and the wait times once landed. The food going out was just ok but the return flight food I found totally unacceptable both diner and breakfast. The wait time to get off the plane on arriving after a nine hour flight was over half an hour the excuse given was the airport was too busy to accept us immediately. On the return to Manchester we were also left sitting on the plane for more than half an hour this was due to parking the plane off stand and waiting for buses. The excuse given was the airport was very busy which was obviously not true because we were the only passengers going though passport control. After paying what I feel a premium price for a Virgin flight (a party of 10) it was just not good enough. We flew earlier in the year to Barbados with Thomas Cook and the flight and food was excellent.

LHR-LAX return two adults two children: overall experience was very good and well beyond my relatively low expectations. Seat reservations honoured quick check-in at either sides planes on time. Most staff on ground and in air very friendly and helpful. Planes were full to capacity with smooth and efficient service. Seat comfort what you'd expect in economy though with help of pillows and blanket bearable. Inflight entertainment very good. Sat upper deck on return which allowed a much calmer 747 experience compared to main deck.