Customer ReviewsforVirgin Atlantic Airways, Ltd.

Most deplorable airline who cannot get the schedule correct.Confirmation CINYRH. LAX to ****** round trip upper class. The return journey schedule has been changed multiple times. Latest is departing ****** on Feb 1, 2025 Saturday and reach ******** at 2.50 PM. My connecting flight to ******* departs earlier at ***** am same day. So my layover is a negative 3 hrs something. **************** emails and phones are useless. They keep saying they dont handle pre departures and only post departures. I went thru the official form to ask how much is a refund and when can i expect and they gave a vague answer.

Bad experience! Theres an issue with my account, but the customer service never fixed it.

One leg of my flight was fine, but if anything goes wrong good luck getting in touch with anybody to resolve any issue at all. Live chat doesn't work. All links to contact somebody are broken. And waits on the phone are terrible.

On 12/18/2023 I and my family of four embarked on a trip to *****-*******. We boarded our first flight out of ******* on Delta airline to connect on Virgin Atlantic airlines who happen to be partners with delta. On Boarding our flight out of ******* my carry-on bag and my small stroller were not unable to travel with me due to space in the carbine.one of the airline staff came and collected both and told me I can receive them at the cup side in ********** one I get off my flight. When we got off our flight in *********** I was able to get my son's stroller only to be told my carry-on bag was sent to my final destination which is *****. Upon our arrival in ***** on the 20th of December 2023 the carry-on bag was missing and it didn't arrive with my flight. I filed a complaint with Reference number LOSVS32635, on the 22nd after midday I got a call from someone letting me know my carry-on bag is at the airport for pickup even though I was expecting it to be delivered to me after holding it for about 4 days. On the 23rd I was at the airport around 7am to get my carry-on bag only to find out I had multiple items missing from it. I emailed Virgin Atlantic and I was told to fill out a form and attach a receipt of the items which I did. I have been going back and forth with them as they are calming I should never have checked in the luggage trying to put the blame on me about some policy they have. I have continued to explain to them this was not meant to be checked in, it was my carry-on bag that the airline decided would be checked in after I boarded my flight in ******* due to the carbine space but someone will not listen and they are not trying to consider my claim. Have asked them 2 questions 1, I was meant to get my carry-on back in **********. Why was it sent to *****?2, My Carry-on bag was held for four days after my departure date before making it to me why?This people are making feel like have done something wrong.

I think Virgin Atlantic's Refund Process is inefficient bordering on fraudulent. I booked a refundable flight in August 2023. When I tried to change to flight (to one shown on the Virgin Atlantic website) the agent told me the flight wasn't available. So I canceled my refundable flight and rebooked with ***** Airlines. I received confirmation the same day that my refund was being processed, and that flights booked direct with airline would be processed within 10 days. That already seemed absurd, since other airlines allow one to rebook/cancel directly and handle the refund automatically and within a day. But it is now 29 days since I canceled, and I have still not received a refund. I called the customer service line, but if you select the option for "file a complaint" they simply tell you to fill out a form on their website. They were very quick to take my money, and should certainly be able to process a refund in a timely manner. I paid $220 extra to make the flight refundable - but would never have booked with them if I'd realized that they make it impossible to get one.

Virgin Atlantic Delayed Our Luggage and Denied Our Reimbursement Request for Essential Items My daughter and I recently traveled from ******** to *** with Virgin Atlantic. Our suitcases were delayed and didn't arrive until Saturday, even though we landed on Wednesday. Due to the delay, we had to purchase essential items like clothing and toiletries.We filed a reimbursement claim for these expenses, but Virgin Atlantic denied our request. They informed us that we had exceeded the 21-day deadline for submitting claims. We were never informed about this time limit when we reported the delayed luggage.This experience has left us feeling disappointed and frustrated. Virgin Atlantic's lack of communication and inflexibility regarding the claims process has caused us significant inconvenience and financial burden.

Website is nearly inoperable, requesting help puts me into an endless loop. "please do this online via manage my account." "something went wrong, please contact our help centre." "our help centre is too busy, please use our online tools to manage your flight." "something went wrong, please contact our help centre." absolute nonsense, impossible to resolve issues, impossible to make a complaint, impossible to get a human on the phone.Avoid at all costs.

Flights were cancelled and full refund agreed ti be returned to us. 3 weeks have passed and we still have t had our $6,500 returned. Every time we call its in review however a family member who had the same exact flights cancelled and promised a return has had the refund.

I have flown Virgin Atlantic before and the flight attendants and crew were excellent but customer service is absolute c*** I have a current problem where I made my booking online and due to a computer glitch my first and middle name were run together in the same field. I put my full name in three separate fields and was careful to check all was correct before entering. But somehow my middle name ended up in the first field and had extra letters in it to boot. I have spent hours over several days trying to get this fixed to no avail. I can only reach prerecorded menus that are no help and the 1 800 number was no help as the person told me I would have to go to customer service, which I had already done to no avail, to solve the problem. I still have not have this resolved and will have to the airport and deal with this in person so I can be sure I can make my international flight without issue.

We have been waiting a month to be reimbursed for lost luggage. All contacts is to a precorded machine. Will never fly with them and have told all our friends to avoid them.