As standard with VA recently, the ability to check in online cost be having to check my wife and child in online as I seemingly didn't exist anymore. So they were checked in, but I had to crack on with the airport queue, brilliant. Well done virgin, this on top of the issues with the hotel I had of back to back bookings, because apparently moving or extending a booking is to hard to work out or deal with as a holiday rep. After years of NYC and Orlando, I wont be returning with Virgin and will actively ask travellers to avoid VA, not good enough at all. Poor standard or Customer Service and really awful App and Web Service

The worst airline ever. The customer service executives come on the phone after 2 hours of hold time to get to the agent and they can not speak simple English. When asked to speak with supervisor, no one is available. The airline will cancel your flights on the day of your travel and will not process the refund. I had to call my credit card company and pull the funds out.

On our trip to Bangalore, our luggage was left in London and we didn’t receive it for two days. The airline and crew failed to provide us with an essentials kit or any financial assistance to purchase necessary items during that time.

On the return trip to the U.S., our connecting flight from London to SFO left without us, despite the delay not being our fault. The flight did not wait for passengers from the connecting flights. To make matters worse, the crew issued us new tickets for a London to LAX flight, followed by a connecting flight from LAX to SFO, with a 3-hour layover in LAX. We were given no choice in selecting these flights and seats, and there was no compensation offered—no lounge access, no food—nothing.

We had originally planned to be home by 3 PM on Sunday to prepare for the week, but instead, due to this airline’s poor service, we didn’t make it home until 10 PM. On top of that, we had to spend $60 on subpar airport food at LAX because we were starving, and we were denied access to the lounge.

This was an unacceptable experience. I will never fly with Virgin Atlantic again and will discourage anyone flying with them.

Changed connection flights both ways to 6 hour layover in Atlanta, arriving 11pm! Changed flight on return to BA who did not honour our premium economy ticket. Never again!

So I had booked a flight for my family via Premium Economy (PNR EMSXL3) and Virgin had their code share partner Delta Airline completing our journey from London to North America and vice-versa. Now the horror story starts on return leg, Delta claimed to have oversold the return leg flight and were not able to accommodate us on the confirmed tickets, hence they issued a fresh tickets of economy class and sent us all the way to Delhi in economy via Paris in Air France with our luggage arriving 2 days later in Virgin Atlantic. Our premium economy tickets were completely disregarded and now I am struggling with Virgin Atlantic for the refund of premium economy fare for the return leg.