I want to share my experience with an airline that I decided to try out due to their social media claiming to be one of the best. On upgrading to upper class on a flight from London to New York, my seat was broken and didn't work, my entertainment system couldn't be used due to a broken headphone socket and the power socket also didn't work. I always judge a company on how they handle issues with their customer care. Virgin have been shocking. Despite the crew raising an engineer report, the customer care team tried to issue me 20,000 points to close the case and won't listen. Having raised a new complaint under the Consumer rights 2015 act, I am still waiting for resolution of a refund. Wish I had stayed with BA. Even if they have issues there customer care team take issues seriously. Poor show and very disappointing.
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