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.