Virgin Atlantic Airways
Reviews and Complaints

Took a flight from YYZ to LHR that transited in JFK. Upon arrival at LONDON HEATHROW I was surprised that no luggage arrived I promptly made a flow report and was promised my luggage would be here within 24 hrs. 6days later and still no luggage with no communication from customer support other than the automated one.

Flight was 17th July 2023 6pm from JFK.

I am An 87 year old Pensioner; I have prostate cancer, A disintergrating disc in my back, hence the need for a walking stick. I have also had a knee replacement.

on 28th April for a flight to Perth, I went through security, and then was forced to stand (with great difficulty) and subjected to a full body scan with my belt removed. I had already explained that I had a knee replacement.

Upon 2nd of May at Perth Airport, I was again forced to undergo the same. When i questioned why, I was told it was because of the walking stick

I complained, but was told abusively that i could go back out and not return.

If this is the way that they treat disabled pensioners, I will never again fly with Virgin.

on the 01/02/2023 while on broad vs131 flight i was in a lot of pain with my legs so i decided to standing at the back of plan on the right hand side i was standing there for about 2 hours with a another passenger talking we had a few drinks (vodka) while standing there at the same time the air crew was back and forth from their compartment as well as other passengers coming to get drinks and snacks while the cabin crew was away a man came to the back compartment asking for a drink, me and the other man i was talking to both turned to him and showed him where the drinks was, then continued are conversation, the next thing we knew a member of staff started to accusing us for breaking a seal, at the time we both looked around and tried to explain we don't know what she was talking about and looked as she showed us we went back to our seats but she continue to blame me and because i knew i hadn't done any think wrong i continued to let her know that because this lady had not asked me about the situation or took the time to listen but just kept on accusing me at one point i had to ask her if she saw me do it and if there was a camera we could look at, and when i asked for her name all of a sudden about 3 or 4 more staff started shouting at me. i felt like i was being attacked by all staff that my defensive wall went straight up, as they was accusing me i told them that they couldn't do any think to me because i did not break the seal and if they was blaming me because i was black but at the same time i was scared because these are staff that we are suppose to trust especially in an emergency and i was being attacked by them by the time i got of the plan my body was shaking so much that once outside i had a melt down my trip to Barbados was due to my mental heath and having to deal with deaths with-in my work place and the way i was treated and made to feel by virgin atlantic flight crew was a total disgrace ...

on my return i was not able to check in online and when at the check in desk at Barbados my name came up as a security risk i had to speck to an assistant manager who ASKED me what happened on the flight to Barbados i explained to him what had happened and then he told me what had been said about me that i was drunk i was abusive towards staff and of cause that i had broken a seal but they said 2 seals i was so shocked but at the same time i thanked him because he allowed me to say what went on before he told me what was said but the crew had left bits out like there was another man standing with me, the drinks i had they gave me themselves and that they was about 4 of then shouting at me but i was passed to fly as long as i didn't have any alcohol while in the airport or on the plan i was absolutely fine with that i was asked to hand my duty free in once on the plan, i was walked over to the plan with a manager who explained that she has to let the crew know who i am and to give the drinks in once we got on the plan she talked to a lady that was on the door who then turned to me and ask does she really need to take it we had a little laugh i told her not to worry and i made my way to my seat as i got to the back of the plan a crew member stopped and said that i shouldn't have my duty free i tried to explain to her what the lady had said at the door to me and the airport manager and that i was willing to hand my drinks in she told me she was the head of the crew and she was taking it, i didn't mind because i had agreed to it but it was the manner she talked to me in, from that moment i sat in my seat and didn't move not even to got to the toilet i was in so much pain because i suffer with cramps i had to stand and because of my experience before, i asked for the crews name at that time a crew member ASKED me why, i explained what i had went through on my way to Barbados and being treated the way i was by a member of staff on my return flight i felt that i was being discriminated against due to lies she apologised on behalf of her team even the head crew member came and explained but the damage was already done my the time we landed i had to ask a crew member to open the toilets because i had to vomit.

iv been on many flights and never have i experience or been treated differently like i was by virgin atlantic flight crew .

Booking No: E93RWK . Tickets was booked to fly 29.03.22 (LOS to LHR) and 28.04.22 (LHR to LOS).

Fly to England and re-booked on 26.04.22 add more money to the tickects to fly on 28.05.22 making the total £2,157.66..

Then change the tickets value at £2,157.66 to voucher.. Now i wanted to used the voucher to book my flight and they are refusing to confirm the value of my voucher.

Please help

Thank You

Ganiyu Adebola Anifowose

TeL; [protected]

After arriving at Orlando on Nov 18 I was told one of my bags was left back at Heathrow. The lady in arrivals said the bag would arrive on Nov 19 on same flight and I would be contacted. No call the next day, so I called Virgin and was told by voice mail that all offices where closed, so I sent email on the form but no reply. The next morning Nov 20, I had still received no phone call, so called both the US and UK baggage number, and got the same voice mail that the office was closed. I decided to go to Orlando airport and was told the bag had arrived Nov 19 and was in the hands of the delivery company, and I should receive it that day. Needless to say, no bag delivered so we are now into Nov 21 and I wait the whole day but still no bag. The next day Nov 22 I go back to the airport and I'm told the bag was given to the delivery company that day and I should receive it that day. I am sitting here at 8pm and still no bag. At no time during this time have I been contacted by Virgin Atlantic and without going to the airport, I would not have known the bag had arrived. The people at Virgin have continued to mislead and not tell the truth throughout this saga. I asked that the delivery company phone to give me some time frame for delivery but heard nothing, I am expected to sit in for 5 days or ? and just wait. Why are all the offices closed, and there is nobody to talk to, I have no idea. PIR 348617

My daughter has been without her luggage for 5 days in Cordoba Spain.
Her confirmation infor is DB46CP (Virgin Atlantic)
OYMIIU (Iberia)
Amy Pauline Wilson.
File # MASIB11948 baggage claim
#[protected] ticket
The luggage has been in Madrid spain for 3 days. Still not sent too her Hotel, in Cordoba Spain. I have been told continually that it is arriving for days. She needs her luggage for school for this semester.
We would like a refund and explanation from your airline and your partner airline at Ibera.

Membership No. [protected]

Flight details as noted below (and travel reservation attached with all family member details):

VA0823 - Sunday 23 June - cancelled due to engineering requirements
VA0035 - Sunday 23 June - cancelled due to engineering requirements
VA0834 - Thursday 4 July
VA0824 - Thursday 4 July

Please note that we had pre-purchase accommodation, a wedding to attend, tickets for various experiences, airport transfers etc all shared with another family and awaiting a Virgin flight four days post our original departure date was an unreasonable delay.

We have made claim with our travel insurance to cover the last minutes flights purchased - due to a delay "outside of our control" - for a total of $7, 650.48 with Jetstar - this was for a family of 8 travelling one-way to Bali (myself, my partner and our 6 children) - Virgin at the time refunded the amount of $2, 142.88 - hence our claim of $5507.60.

Finding out at 9:30pm the night before an 8:00am flight was particularly distressing - as we were travelling with another family that were assisting us in getting our children and luggage to the airport and also sharing accommodation and transfers. They were lucky enough be be offered a flight the following day - our family was unable to board a flight until Wednesday 26th June - four days post our initial departure and four days into an 11 night trip.

We kept our original return flights with Virgin due to the reasons outlined above, and the fact that last minute flights were so expensive, particularly for a party of 8.

This was by far the cheapest option for us considering the amount of money we had already laid out for this trip, already booked annual leave that could not be changed, school holidays and the shared care arrangements for our blended family.

Unfortunately our travel insurance have declined our application for insurance due to the ground of airline fault and engineering requirements.

I trust you can imagine that this has left us in financial difficulty - and at a time that should have been stress free and relaxed - the customer service operator at the time of us cancelling and re-booking of flights suggested that "this is the reason why we have travel insurance to cover such instances" ... as our travel insurance has rejected our claim I am asking for Virgin to review the details as provided above and trust that you can look favorably on providing our family with compensation for the emotional and financial stress this has caused.

I have tried to attach emails received to date in relation to our application, from both Virgin Airlines and our travel insurance but have been unable to attach.

Feel free to contact me via mobile on [protected] or email on [protected]@east.id.au should you require any further information.

Happy to attach further information as required.

Kind Regards,
Nicole East
27 Nagle Drive
Belmont Vic 3216

In june 29, 2019 we boarded on virgin atlantic 09:00 p.m. to manchester, london . on flight virgin atlantic 46 . after awhile notify flight attended that air flow was not working and 2 hole on area where air nuzzle goes were missing plus seat sticky i cleaned with a baby wipe, problem fix, but no air flow per seat was not working its very uncomfortable. when arrived at manchester, london we had 2 hrs aprox. to board next flight british airways 308 from london to paris when we arrived at terminal 5 with 1 hr. 22 mins to boarding time, our seats was giving to other people "their mistake " after 45 mins running here and their a gentleman was able to get a flight to Paris it was hell and very frustrated, wife and niece crying, first time flying with this company and almost stranded so much stress when arrived at Paris . Very disappointed for such mistakes that i paid, and that did not stop here, when flying back flight be3122 paris to manchester london and flight vs0127 manchester london to new york we recieved 2 damage luggages 1 at N.Y. JFK airport, with crack on the side and the other one left behind after paying 180.00. And on july 23 2019 recieved at house in a garbage bag the 2nd luggage broken and part of cloths wet and "1 clark shoe missing right side its been hell from beginning to end with this company so much beautiful things we here but we were not lucky hope that me and my wife here from virgin airline with an answer soon god bless virgin atlantic and british airway hope that an resolution can be made on yours side thank u

At the time of making my booking to fly in June 2019 I put in a request for Special Assistance. I use a battery operated motorized wheelchair.A few months later Special Assistance emailed me requesting more information about the wheelchair. And so it continue...for the next 6 months. Five different staff members in the Special Assistance department all asking the same questions.
We even sent them the manufacturer's operators manual, including all wheelchair specifications and battery power needed to operate it. We took photographs, answered the same questions over and over again.
Three days before we were due to fly Special Assistance contacted us to say we could not take the wheelchair with us.
Really?! Six months and five staff members we get told the wheelchair batteries exceed the IATA standard for watt hours.
Nonsense. There are two batteries that operate the wheelchair. Together these batteries exceed the 300 watt hours allowed.
However, if they are separated then both batteries fall way below the 300wh allowed.
The irony is I couldn't take the wheelchair on the flight but I could carry a spare battery of...300watt hours power!

We had bags made to ensure the batteries were unable to touch, had a separate case for the joystick, so there was no possible way the wheelchair could ever suddenly start operating whilst in the hold. In addition the wheelchair has plastic caps that are placed over any terminals that are open when the batteries and control arm are removed.

My husband phoned the UK Special Assistance offices and was told because the batteries exceeded the IATA allowance we could not travel with the wheelchair. We had only booked our visit to the UK to attend my nieces wedding, all the plans surrounding the wedding venue and reception had been made with me using my wheelchair in mind, and now 3 days before we are due to fly we are told we cannot take the wheelchair.
Only when my husband pointed out that we had been answering all of the same questions over and over since January 2019 and none of the five staff members gave us any nuance of an idea there would be a problem (one even said I could take the wheelchair right to the door of the aircraft!), did the lady say she would allow us one battery in the cabin hand luggage and the other in the hold. Which to us had all along been the intention so as not to exceed the 300wh battery allowance onboard.

And so it came time for us to return to South Africa. We had a letter for the lady at Special Assistance saying we could fly with one battery in the hold and the other onboard, both in their bags we had had made.
The lady at check in said she had never booked a wheelchair onboard before and so followed us being bombarded with questions from three Virgin Atlantic staff, one saying she needed to let the ground crew know, the other saying something over her shoulder to us as she walked away from us. After my husband was asked to put the 30kg wheelchair on the scale twice, both times unaided whilst two Virgin staff looked on, and much rechecking of the form that had to accompany my wheelchair, we were then told to go and find the Special Assistance desk ‘upstairs'. We had to ask two different Heathrow staff members where it was. Once we were registered there we were eventually assigned a team member to help us through the security and passport controls. Usually at the time of check in the lady behind the counter would call for a Special Assistance team member to come and help us. Perhaps this is not Virgin Atlantic's definition of Assistance.

As we were approaching the boarding gate our Assistance lady informed us both our passports had to be rescanned. Then to our huge surprise, there was a ground crew member standing with the battery that had been in the wheelchair in his hands! The ground crew were not happy with it being in the wheelchair so had gone into our wheelchair bag and removed the battery from the wheelchair. Thy had also taken the bag containing the control arm out of the wheelchair Bag.
The flight crew were shocked to see us boarding with an open battery and we had to explain the ground crew weren't happy. The battery was stowed in its own overhead locker with our hand luggage. So there we were, forced to take both batteries and the control arm, which had all been securely packaged with no possible way of being activated, onboard and thus exceed the IATA standards. The Flight Manager asked to take a photo of the battery to show the Captain. She never came back to us so we sat anxiously waiting to hear if the battery would be allowed to travel with us. Only when the aircraft began to taxi did we know that the pilot was comfortable having the battery onboard.

I have flown with other airlines and taken my wheelchair with me many times and this is by far the worst experience I have ever had!
Virgin Atlantic, you really need to improve the communication between your operating departments, at check in, onboard and with the ground crew and, perhaps most importantly, with your passengers.

Hi,
We travelled from Perth to Brisbane on Saturday the 13th July, with virgin airlines...flight number VA 467.
It wasn't until we arrived at our accomodation that we noticed one of our cases was damaged. I purchased them from Groupon last year. It is the 3 piece ABS shockproof luggage set. It was the largest size that was damaged, blue in colour.
I am hoping that you will compensate us by replacing it.
I am adding a photo to show you the damage.
Hope to hear from you soon.
Rosslyn Panizza
[protected]@hotmail.com

Hi.
I'm getting job offers from your company so i just wanna verify is this offer is pertains to you or its a scam . Please reply me ill send you the details as well i you need .the persons who send me the emails and called me used a name syed Wajih Ul Hassan Kazmi.
And the other one is arun khana please confirm me the details thanks.

Regards.
Ali

Yesterday, 26/4/19, I rang to book 4 flights from Manchester UK to Orlando.
I knew the exact flight times that I wanted and the dates .
I specified that I required 3 flights from 8/2/20 to return on 22/2/20 and 1 flight from 8/2/20 to 21/2/20

I spoke to Bruce who gave me the prices £635 for the 8-22nd flights and £630 for 8-21st flight.
I repeated these prices back to him and he confirmed them. There was also discussion regarding the return flight stopover at Atlanta - but I was happy that we had identified the correct flight to coincide with other members of our group so agreed to book it (as I needed to ensure we would all be together and needed to confirm the flights as soon as possible)

The only detail he asked for was my name and he took a £50 deposit and said he would send an email with the details of flights on and I could confirm that and pay the balance . Given that I have never booked like this before I assumed that I would be required to complete all the details of the passengers when I responded to the email.

I had to go out before the email was sent and did not get to read it until after 11.00pm. It just had my own information and showed a price of £685 - but had no reference to the other 2 flights for 8-22nd or the flights for 8 - 21st.

I rang to query this at approx 11.30. I was told that this could not be dealt with then and that I needed to speak to Bruce. I was advised that he would be in at 12.00 on Saturday and he would leave a message to ring me immediately he was in.

I had a very disturbed night as I was worried that the flights had not been booked and this would mean that our coordination of the travel plans with other passengers would be put in jeopardy.

By 12.30 today I had not been contacted so I rang again. I was again told Bruce was not available - and that he did not arrive until 1.00. I voiced my concerns that the booking had not been completed correctly and that I was very annoyed about this.

At around 1.30 Bruce did ring me back. I pointed out that the prices I had been quoted were £635 and £630. He categorically denied this and said it was £685 (had it been this figure I would not have accepted it as I knew I could get it much cheaper by going through Skyscanner [I had had a quote at £591 earlier on Friday through Netflights but did not book it as I was trying to co-ordinate with all other passengers - when a decision was taken to all book through Virgin Atlantic direct I agreed so long as it was not more than £50 more expensive]
When I asked about the bookings for 3 people for 2 -22nd and 1 for 2 - 21st he eventually acknowledged that he had not actually done this.

I feel it is only good fortune that the flights were still available. Initially today he said he had checked these prices and they were correct . I advised him that I had already been on the website and seen that the flights on 8th and 22nd were priced at £642.14 and 8 - 21st was £590. He agreed to check again and then came back with prices of £640 and £580 . He was insistent that he could not honour the price of £635 for flights for 8 - 22nd.

I felt that I had no choice but to accept these prices.

I have been extremely disappointed with the service that I received. The prices given to me were quite clear but were changed and even when I agreed to make the booking the e-mail received did not reflect what I needed.

I would request that you listen to the original conversation I had with Bruce to confirm the prices I was given and the requests for flights which I made.

I would hope that you will resolve this issue by honouring the prices quoted for the 3 flights for 8-22nd and also compensating me for the stress and upset caused by the service I received.

I look forward to an early response

Annette Odell
[protected]
Mob [protected]

I'm receiving multiple emails that I have been selected for a job in Virgin Airway, out of no where, They usually picked all information from a job hunting site.

Here are email addresses
Syed Wajih-Ul-Hassan Kazmi
arunvirginatlanticairways@gmail.com

Here are the contents of last email:
Atten Sher Khan
We are pleased inform to you.Your resume is approved for potion of Cargo Cord.We issued computerized receiving system number VIR 000968.So You must be used this registration number in any correspondence emailed .We send soonly this opportunity detailments.We received all academic docs&requied passport copied.Waited for conform
Brgds
Arun Khana
Mng HR&Admin
Virgin Atlantic Airways
Main Headquarters
Crawley City

So please be aware and never provide information

Dear Sirs:

I m writing to you because my dougther Maria Francisca Calderon Osorio who traveled from Balli to Brisbane, VA 46 had lost her luggage.
She was travelling a lot during last month and took many many flies and never happened that.
I really appreciate you make all necesarry to find the back pack oil green it conteins her personnal things.
She checked it in Balli and we trusted everything would be all right arriving at Brisbane Airport as stop over...last destination Proserpine PPP.
Date of flight 01/29/2019
Looking forward and heraring a promt reply
Regards,

Laura Osorio
Maria Francisca Calderon´s Mother from Chile

Whilst trying to book our holiday online we were offered the trip for £2600, at checkout it failed. There was no explanation, just ring customer services, who were offline for the weekend. Looked at rebooking and the price had gone up to £3100 ... finally got hold of VA CS today, they found the details and offered us the same holiday for £3600 ... got a go swivel from my partner, justifiably. They did offer an £80 discount on that, how generous.

We were scheduled for a flight back from JFK INTERNATIONAL on Saturday 15th September 2018 to Manchester airport. So our flight left on time of 7.10pm. However 3 hours into our flight the plane was diverted back to JFK due to a technical error, we then didn't land until 12:30 pm and had no idea of the situation or what would happen next, we then had to queue for 1 hour for an information letter from virgin and to be given accommodation until the following day, we then had to take a train to the shuttle bus station where we queued for 1 hour 30 to take us to the radisson hotel, we then queued to check in for 45 minutes to be told the virginstaff at JFK did a miscount of people and there were no rooms left, we then waited another 45 minutes for your staff to find us another hotel, which was then a half an hour drive there to be checked in at 6am! Queing here and there for hours and feeling physically and mentally exhausted;
It really took the enjoyment out of our holiday as it was also my birthday on the 15th September the day the original flight took place that was returned back to JKF, so being exhausted and sleep deprived for 2 days it ruined my day, not to also mention the fact we have had to fork out all kinds of funds which we didn't have for extra food/drink etc until the flight home the following night 16th September, also on our information letter we received from virgin staff at the airport stated they would supply us meals an drinks, did not receive any of this, nothing when we got back onto the flight the following day. No offer of compensation, also I had a pick up arranged for Sunday 16th sept at Manchester airport which didn't go ahead as we were not able to fly home until Sunday evening/ to arrive Monday morning at 7.30 am in Manchester so had to pay for a taxi then as the pick up we had arranged for Sunday was no longer available. We expect to be fully compensated for the flight and extra spends we made out for this horrendous event

Regards
Georgia Thompson & Paul Finnegan

The Irish hostess asked all aboard to pray to Satan that I received wrinkles around my face despite being extremely polite to customers... I do not feel she should have a warning but a sack... That was 12 hours of torture. I felt so uncomfortable I had a bad stomach and had to go to toilet a lot... I am a friendly person who understands the boundaries and I don't understand why she is working for you... She was very cruel.

My Parents were travelling from India to Newyork and one baggage went missing. It had medicines of my mother who was a bp patient.she had a hard time in the us as we could not get those medicines in us. we had to contact a local doctor with her insurance and started her new tablets but she is still not stable as the new tablets are not stablilizing. Vigin kept me hanging for 2 days and i went to the airport at delta and i got info that my bag was missing was shipped from London and later it was missing.Vigin gave me no information but asked me a few details after 3 days on the bag.i am still waiting with little hopes based on their experience. In one word i can say is Virtgin Atlantic is going to be a night mare travel and worst service offered by baggage department.

My flight was delayed originally 40 mins but that was ok and advised in good time, we then boarded the plane to be sat on a runway in 45 degree heat with no running air for nearly 2 hours! Finally got a jug of water between us all before we all passed out. (They had fuel pump issue and was trying to fix it on the runway with us staying on the plane!) not something to be rushed!
Finally allowed to be let off after we were begging to be let off and then sat in departure lounge for another hour before being told of the eventual cancellation.
I then was told I was now in overstay on my visa when I re-entered the passport area of the airport and had my current visa cancelled so I was in the city on a cancelled visa. When I tried to come back through the next day I was whisked off to immigration where I had to pay an overstay fine and felt humiliated when I couldn't pay it as didn't have the money.
Some kind Emirati paid it for me sympathetic for my tears, god bless him!
When I got home I checked online and had been put on a new flight with different airlines and non direct when I paid for a direct flight with Virgin!
Got to the new check in desk with Emirates who would not accept the extra baggage I had already paid Virgin for and had not transferred over so I had to throw away 2kg of my belongings as I did not have the funds to pay for extra baggage.
My flight went via Paris with a 4 hour lay over meaning I had now been travelling and in airports for nearly 20 hours for a 7 hour should be flight.
Because of this my hire car was labelled as a no show and I nearly lost my £250 deposit until I managed to somehow kick off enough they sympathised and came to a compromise. More stress I didn't need.
I since emailed Virgin 3 times with zero response at all in 3 weeks so I called the complaints line to be apologised to and airmiles suggested as a way of apology. AIR MILES?! Apparently they can't refund my ticket or compensate me for any of this except my extra luggage and the visa fee's.
I have to fly home with this company as they won't refund me my ticket so I can get alternative flight with someone else. This is not fair.
I've never had such bad treatment and will never be flying with Virgin again.

To whom it may concern,

My name is Malina Dzima and I traveled on Saturday 6/30/18 from JFK to Sofia Bulgaria. When I received my luggage at the Sofia airport, the zipper was completely damaged. The suitcase was brand new when I took off from JFK. This is so disrespectful to all your clients that you do not treat our luggage more carefully. I received my suitcase destroyed. We do always when we travel, trust you that we will receive our luggage untouched.

My flight booking reference is VS/COE6HN.

I hope that this issue will be resolved in a timely manner and I will be compensated for the damage.

My cell is [protected] in the US or 00359-[protected] in Bulgaria.

My email is [protected]@gmail.com

Thank you in advance.

Sincerely,

Malina Dzima