Virgin Atlantic

Flew to America on 22nd July 2013 and return on 4th July. Outbound we had a pleasant and entertaining flight staff were kind and always offering to help. Airplane was clean and once on-board we were provided with a warm blanket and sleeping package. Food provided wasn't the best although better than other airline food. Seat comfort was excellent touch screen televisions where you could pick from hundreds of new movies. Staff service was of very high standard they came around with free beverages regularly. However this all changed when flying home from America. When boarding our seating area was in poor condition with ripped seats and dirty food scattered across the floor. Televisions were not touch screen the wide range of entertainment seemed to have decreased. Lavatories were diabolical and smelt. Food wasn't high standard and the coffee provided tasted like water my meal of pasta was nearly frozen and tasted awful. Seat comfort was terrible. No leg room. Staff service wasn't high standard and they spoke to many passengers with attitude. I had problems with the temperature of the airplane and when asking for assistance they told me; "What can we do about it?". Staff members didn't seem bothered with any complaints.

Flew Premium Economy on VS39 VS40 and I've got to say was pleasantly surprised given the negative comments on here the planes were clean VERA worked both ways without fail the crew were excellent charming even. Both flights departed on time luggage was all but ready by the time we got to the carousel. I am getting the impression (as I've flown from LGW to Vegas and Florida on several occasions) that the Heathrow crews are just much better.

LGW to LAS return ORD to LHR. Flight to Vegas good. In the bubble of a 747. Good on demand video aircraft newly refurbished. Flight back on an A340 with dreadful inflight entertainment from the stone age. The crew were good on both flights kept us supplied with water and orange juice. My only real complaint was the food! Not expecting gourmet in cattle truck class but the food really is dreadful. The food out was passable (just) but the return leg from Chicago was inedible. Bread rolls that resembled a pet rock a lump of gristle the menu said was beef and breakfast was some lump of coloured sugar called a breakfast bap another lump of sugar called oat bar and a frozen lump of sugar called orange juice. And to finish - a mini roll of love hearts sweets! Come in Virgin - we know you need to keep costs down but surely you could do better that that?

JFK-LHR (final destination HAM) on VS 046 (747-400) as a family of 5 including one infant. Check-in in JFK took 30 min. I asked for information on how to transfer from T3 to T5 at LHR but no info was available. At the gate in JFK we handed over our stroller to ground staff for delivery at a/c in LHR. In the a/c eventually we were then told that at LHR strollers are only delivered at the baggage belt and never at aircraft. Well our stroller is still missing. Shortly after take-off we asked for a baby bassinet. It was only then that cabin crew advised us that our daughter is 1kg over the 9kg bassinet-limit so we won't be able to use it. Meal quality is what it is for Economy Class - nothing wrong about that. Surprised to see that cabin crew would not go around to distribute water or sodas during the night. Astonished by the general behaviour of most of the cabin crew: mainly impudent sloppy and almost rude. To summarise it was a pretty lousy experience and a big disappointment for me as I always thought very highly of VS and their product strategies. Instead of service trained cabin crew we had the impression to be taken care of by a crew of teenage girls in uniforms. While the IFE is very comprehensive (but nothing extraordinary anymore compared to today's standard) the human contact still is the most important part of product quality in the airline business and this is were in my view VS failed completely.

We had booked an Air NZ flight but with Star Alliance ended up with a part journey Heathrow to San Francisco on Virgin Atlantic. I had the misfortune of getting sick during the flight. Once they realised I was sick and not in need of emergency medical help they ignored me and my flight was awful. Never made any effort to assist. They said they would get our carry on bags taken for us. As we had a family of five with small children we had a number of bags. As soon as I took a step off the flight they decided they could not. You can imagine my feelings towards them at that point. Should be avoided at all costs.

LGW-ANU and return. Excellent flight experience. Seats were comfortable and converted into lie-flat beds with proper sheets and pillows as well as a "sleep-suit" provided. Service was friendly and efficient. Food outstandingly good.

LAX-LHR-LAX on an airbus A340-600. Both flights were wonderful and comfortable. Check-in staff and inflight cabin crew were welcoming and helpful. The food drinks and snacks were great. Clean cabin. Inflight entertainment was excellent. Inflight amenity kit also given. Would definitely use for my next travel plans.

Very disappointed flight going out to Orlando from Gatwick ok. Flight coming back was a joke 747-400 very cramped unable to put tray down as not any room. Husband had to ask for a drink of water an hour into flight as nothing offered. Dinner served 1.5 hrs later if you can call it dinner. Breakfast was a flat muffin a thin biscuit and a mouthful of orange. Staff very rude. I will never use them again.

LHR-NYC-LHR on 747's. Planes were old and surprisingly dirty. Staff nice and chatty trying to make you feel welcome and providing a good service. Cabin and IFE old and worn out. I would recommend VS only if you get your ticket for a good price otherwise the other European carriers are a better alternative.

Little Red - LHR-MAN VS3041 - 22/07/13 - MAN-LHR VS3044 - 24/07/13. Check-in staff at LHR very friendly and engaged with customers Boarding and departure was on-time and landed early into Manchester. Same standard of product offered as BA onboard. Check-in staff at MAN where inattentive and didn't interact with customers. At the gate the same staff were boarding passengers onto the plane again no customer service at all and the staff just chatted to each other whilst scanning customer boarding cards. Flight left 15 mins ahead of schedule and landed 30 mins early into LHR. Both flights where quite empty the crew didn't have much to do so I wouldn't like to comment to much here and as time passes and the flights hopefully get busier then I hope the crew will be able to become more customer engaging. Overall the only thing that let my trip down was the Manchester check in staff. Came across to me as either bored or not interested in the customers.