Virgin Atlantic - Reviews and experiences

I was already a mess when I rang. My mom had been readmitted after cancer surgery and the hospital recommended we delay our outbound flight so she could get proper discharge care. I tried the website first. It looked like you could change just one flight. That gave me hope. But I wasn’t thinking straight and wanted someone to talk to, so I phoned.
The agent listened, then went away to check with a colleague. When she came back she told me they’d have to cancel both the outbound and inbound flights to make the change. That didn’t make sense, but I needed the outbound moved, so I said okay. Then she said the economy seats we had were gone and the only option was premium, which would cost an extra £3,289. I paid it. I know that sounds rash, and maybe it was, but I felt cornered.
My big gripe isn’t just the extra charge though. If the site lets you choose one flight to change, why would phone staff have to cancel both? That discrepancy felt dishonest. It’s the sort of thing that makes you wonder whether the system is actually built to upsell when people are vulnerable. I wish the agent had been clearer or offered alternatives instead of defaulting to a costly rebooking. A simple, straightforward option online or honest explanation on the phone would have helped a lot.
Then the flight itself. The “premium” seats we were moved into were near the galley — right by where the crew hung out on a night flight. They talked and laughed loudly for hours and it was impossible to sleep. The seats didn’t feel premium in comfort or privacy. So for the extra £3k we got less rest and a lot more stress. That added insult to injury.
I complained and got a call from the executive team offering 8,000 points, which they said equals about £143. I can’t accept that as meaningful compensation for what happened. I was told there was no higher escalation, which felt like a dead end. After years of flying with this airline I expected better.
If you find yourself in a similar situation, my advice is to take screenshots of the online options before you call, ask the rep to explain exactly why both legs would be cancelled, and insist on written confirmation of any changes. Don’t assume the phone will protect you. I’m mildly angry and disappointed, but mostly tired of the uncertainty around their policies.

I'm lugging my bag down the aisle, thinking I'm about to be smug because I actually picked an exit-row seat with no one in front — perfect for my knees. I’d booked it through KLM (friend sent me the deal, said “grab it!”), and the seat showed as A45 on the website — the roomy one by the door. Fast-forward to boarding and surprise, the exit row has magically moved and my “A45” is now a tiny corner seat by the loo with someone’s knee about three inches from mine. Fun start. The guy steward shrugged and said the plane had been changed since I booked. Two minutes later the manager — a woman — rolls up and basically tells me, flat out, either get off and rebook or call customer services. No warm-up, no “sorry,” just bluntness. Then she says she could, for £500, check if a better seat was available. Two minutes before takeoff. I felt like I’d walked into a bad improv scene where I was the villain on cue.
Anyway, I end up crammed in that corner seat, knees folded uncomfortably for six-plus hours (I have knee and leg issues, so this isn’t just whining — it genuinely hurt). The armrest cover had fallen off. So my elbow rested on exposed metal bits and a couple of screws — not great. I actually spent a good chunk of the flight tensing up against cold metal and worrying about blood circulation. After takeoff the male steward told me they’d try to find me a better seat and come back. No one did. At one point I asked for water to take my co-codamol and the steward handed me a tiny, half-full cup like I’d asked for a shot of H2O. When I asked for more, she looked annoyed. That little thing — water — felt like a test I didn’t pass. People were staring when the manager yelled that the plane wouldn’t take off unless I sat in the new A45; I’ll admit I felt embarrassed and a bit guilty even though I hadn’t done anything wrong. By the time we landed at Heathrow, my legs were cramped to the point of limpness and my elbow was swollen from resting on the metal. I get that planes change and mistakes happen, but the brusque attitude, the lack of follow-up, the broken seat bits and the whole “pay to maybe move” vibe made it all feel way worse. Won’t be flying Virgin Atlantic for economy again, especially not on a codeshare where I don’t even realize who’s operating my flight until it’s too late.

poor service, spilled whisky, and someone treating my complaint like a joke. I flew Economy Lite to the Maldives. Long flight, small expectations, fair enough. But the tray started sliding because the seat in front was fully reclined — and yes, the person had kids, so I get it, but the crew should’ve checked. A glass of whisky slid right off and soaked my jeans. That’s when it got worse. I told a flight attendant and she shrugged and said something like “oh, it’s just a brandy issue.” Felt like a slap. I’ve flown a lot. Never had staff be that dismissive. On the bright side, they handed out pajamas later, which was oddly thoughtful, and the seat itself was at least okay for sleeping. Still, small comforts don’t make up for poor attention during meal service. If you’re going to charge full long-haul fares, train the cabin crew on basic serving procedure — make sure seats are up, secure trays, and don’t pat customers on the head. My tip: bring your own spill-proof cup and maybe a stain stick. I was surprised by the pajamas though. Strange mix of carelessness and a tiny, unexpected kindness.

I was disappointed, though I’m actually grateful the trip wasn’t a total mess. Flew premium on a return to Barbados in mid-January and figured it’d be consistent with past trips. First impressions were mixed right away — booking was fiddly, the website and app felt slow and clunky, which set the tone. Onboard the experience dipped: lots of menu items were gone early, the rosé disappeared within the first service, and the meals were more cafeteria than premium. Call buttons sometimes went unanswered and the crew looked rushed and a bit scruffy. No Bluetooth or reliable Wi-Fi either, which was annoying given the long haul. The aircraft felt older; cabin pressure seemed off compared with newer jets I’ve been on, and I did arrive feeling more tired than usual. That said, the seats in premium were fine for sleep, and we landed on time without incident, so there are positives too. I’ve flown with this carrier a lot over the years and it’s noticeable standards have slipped lately, especially in the last year or so. I’m not cancelling them forever — I’m just re-evaluating options. Overall: not a great premium experience, but relieved it wasn’t worse and thankful we had a safe flight home.