Review Time
This was the worst travel experience of my life. I flew from one major airport to another on a faulty seat. When I contacted customer care with proof, I was told I was lying. Their response was rude and offensive, and I will never use this airline again.
The airline's website is absolutely terrible. Other carriers allow the lead passenger to manage everything in one go, but this one does not. The website has caused me significant stress. Even the app is problematic. I tried adding my partner but couldn't even enter my information. It's baffling how difficult it is compared to other airlines. Given the reputation of the founder, you'd expect top-notch tech. I'm extremely disappointed with my first experience and find this system to be the worst I’ve encountered.
Why bother with their Flying Club when it doesn't even recognise you took a flight. Premium seats LHR to MIA and MIA to LHR this month, no record that we were on the flights; no points awarded; even when I tried to claim them retrospectively. No help from their customer service or Virgin Red. I used to work for them and the system has still not improved.
We booked flights from LHR - Barbados initially departing 6th Nov. Due to my mother being re admitted to hospital, following surgery for cancer , the hospital suggested moving outbound flight to ensure proper care could be arranged for her discharge. I initially looked online and it gave the option to change just one of my flights . I was not in a good place mentally and felt I really needed help so decided to call & speak with advisor from the airline. I explained my situation and that I only needed to change the outbound flight . After a short time checking with a colleague the advisor came back on the line . She said this was possible but both flights would need to be cancelled?? I desperately needed the outbound changed so said ok go ahead . She then said yes we could go ahead but the seats we had in Economy were no longer available so the extra charge was £3289 ( seats now in premium, not economy as previously booked ) I was in a difficult situation, so paid the extra. I feel Virgin took advantage, financially, of awful circumstances. Had I have made this change online it clearly stated which flight do you wish to change ? For example I could of decided to fly to St Lucia for a few days , got an internal flight back to Barbados, then continued on with inbound flight ??? But when I called up they cancelled both inbound & outbound- meaning my inbound seats then were no longer available & I was forced into the next seating band at an additional £3k ?To add insult to injury the inbound premium seats ( 18A & C) were in line with kitchen galley area ( it was a night flight ) & the cabin crew laughed & chatted loudly in that area throughout the flight , meaning we got no sleep at all . The seats in no way offered the premium experience you would expect, especially for £3k +I have obviously complained to Virgin Atlantic and was today called by the exec team . I was offered 8000 points ( which equates to £143 .00 ) - I was told this is how it works they cancel both flights , if this is the case why does it give you the option online to select just one flight to change , it doesn’t make sense .I have not accepted this offer as quite frankly it’s just an insult. I was told as I was talking to the EXECUTIVE TEAM I cannot complain any higher and that was the only compensation they would offer .I feel from the initial way my change of flight was dealt with, to seats allocated and today’s resolution, that Virgin Atlantic actually don’t really care about their customers ( we have flown with them now 4 times to Barbados & once to Las Vegas ) , in recent times.
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.
Terrible service with group of 8 travellers includes 1 child and a elderly lady with heart issues as well as other health conditions.Virgin are smart by keeping delay just shy of 3hrs to avoid compensation of any sort!No display of why the delay In the airport until we boarded eventually to be advised the tyre was in dire need of changing. Not acceptable. We had a 3hr halt so why wasn't this done in that period and keep us waiting unnecessarily and they decided to do last minute to delay us further! Absolutely appalling service.We have used virgin more than ample times to travel to the Indian peninsula. We found the Arab countries there is no customer service be it virgin or saudia.Avoid virgin if stopping in Saudi. The staff are all Arab and stuck up and rude, this reflects directly on virgin yes!Upon complaining the response was a waste of space!
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