Virgin Atlantic Customer Service Issues

Virgin Airlines Review: I recently flew on Virgin Airlines flight VS 26 departing at 8:15 on 5th January [redacted] from NY Kennedy to London Heathrow. I have been a loyal customer, taking three trips to the USA in the past year and planning another this summer. However, my recent experience was disappointing. Despite previously enjoying flights with Virgin, this trip felt more like a budget airline experience. There were several issues, including the allocation of separate seats for my family of three, despite requesting to sit together. I observed other passengers being seated in groups across rows, indicating the possibility of manual seat assignments based on employee discretion. It's worth noting that the cabin staff during the return flight were excellent, and the flight itself was smooth. Best regards, Desmond Grant

Dear Community Members, I am unsure whom to reach out to for assistance. I possess flying points under Club number [redacted] registered to Celéste B., which I wish to utilize for an upcoming holiday. Unfortunately, I am unaware of how to book flights using points or which partners offer suitable options. Typically, I travel to Port Elizabeth, South Africa, around March or April, and have realized that Virgin Air may not service that destination. Perhaps KLM could be an alternative? Another complication is that I am currently residing in Frankfurt, Germany due to work commitments and would like to depart from FRA airport. Whether traveling to South Africa or elsewhere like Sweden, I seek guidance on how to consolidate these travel arrangements. Best regards, Celéste

Hello, I attempted to make a flight booking from CHC to LHR for the months of May and June. After entering my credit card information on the website, I encountered issues and did not receive any confirmation of the booking. My Amex account shows two pending charges from Virgin Atlantic, both of which were accepted and immediately declined. I was unable to access a booking reference to make changes or cancel the reservations. Despite contacting Virgin's customer service, I was left on hold with no estimated wait time provided. I am now requesting to cancel any bookings made within the last 24 hours for a full refund, as per the website's policy. The booking included one adult and two children named Karen Silvers, Ava Falloon, and Leo Falloon. The payment method used was an Amex card ending in [redacted] under the name A T Falloon. The itinerary was from CHC to LHR via SFO. Thank you for your assistance. Karen Silvers

Hello, I traveled on January 1st, [redacted], from Tel Aviv to London, and then from London to Las Vegas. My flight numbers were VS454 from TLV to LHR and VS155 from LHR to LAS. My tracking number is -LASVS15856. I noticed my Apple AirTag is still showing my bag in LHR Terminal 3, but the website status hasn't changed. I've tried contacting you via phone, text, WhatsApp, and email with no response. I even spoke to Casprin from the sales department, and she promised to call me on Monday after discussing with her manager for help, but I haven't heard back as today is Wednesday. I urgently need my bag as it has valuable items inside. Please call me at +1[redacted] (USA) so we can resolve this matter. Thank you. - Liraz

Thank you for your assistance. I had a voucher from a [redacted] flight for two passengers, which I used to book a flight for three passengers in March [redacted]. After realizing I could use the voucher within 24 hours of booking, I changed the new booking to use it for two passengers. It has been two weeks since rebooking with the voucher, but I have not received the refund for the difference in fare yet. I was informed that two of the three tickets in the new booking will be fully refunded as the voucher was for a more expensive flight. Thank you for your support.

I had booked a one-way ticket from LOS to IAD for February 2nd, [redacted], with booking reference -FARPJN through Priceline. I attempted to pay for extra luggage on the Virgin Atlantic website on February 1st, [redacted]. Unfortunately, the system didn't complete the transaction, resulting in two holds of NGN80,[redacted] each on my Nigerian account since I tried the transaction twice. Upon arrival at Muritala Mohammed Airport, I paid for the extra baggage in person and checked them in. Despite this, my bank informed me that Virgin claimed the transaction was successful, leaving me charged for three extra luggages when I only traveled with one. I kindly request a reversal of the extra charges totaling NGN80,[redacted] each, which were unsuccessfully processed on the website using card number [redacted] 32** **** [redacted]. Thank you, Henry Ododah

I have a flight scheduled for May 22 from LAX to Manchester with booking reference DBNBQP. Upon attempting to reserve a seat on your website, I noticed that all Economy seats have been taken. I believe I should be allocated a seat as part of my ticket. Kindly assist in assigning a seat for all my flights promptly. If Economy seats are fully booked, I would appreciate an upgrade to the next available level with an allocated seat at no extra charge. Thank you. Debra M.

I have a booking with reference TZI6ZX for a flight on Monday, March 13th from Berlin to London Heathrow with BA flight [redacted], connecting to Virgin Atlantic VS449 to Johannesburg. The BA flight was canceled due to a strike at Berlin Airport, and despite contacting Opodo, my travel agent for a new flight, I have not received a confirmed alternative for March 15th as promised. Recently, I was informed that our Virgin Atlantic flight status showed as a 'no show,' which should have been managed by the travel agent. After numerous calls, Opodo assured me they would book a Johannesburg flight today, following a morning call. I urgently need to reach Johannesburg for a family emergency and cannot bear any more delays waiting in Germany. I seek immediate assistance in expediting a resolution.

Dear Sir/Madam, On March 23, I traveled from Albuquerque, New Mexico to Atlanta en route to London Heathrow with Virgin Atlantic. Despite sharing my concerns in a survey sent by Virgin a year ago, I did not receive a response. Upon arrival in Atlanta, my flight VS104 on March 23 was canceled due to mechanical issues. I was provided with accommodation for the night and given a letter for a rescheduled flight to Washington Dulles on March 24. However, upon reaching Dulles, the agent was not informed of my rescheduled flight to London, and I had to clarify the situation to secure a seat in Premium class on flight VS22. While I received guidance on claiming for flight disruptions, the lack of communication after filing my concerns remains troubling. Although my return flight on April 14 from Heathrow to Los Angeles on VS07 went smoothly, I feel the communication and coordination from Virgin Atlantic fell short during the disrupted flight. The efforts of the staff in Atlanta and Dulles to assist me were commendable, but the inconvenience caused by the rebooking and lack of awareness at Dulles added to the disruption. Despite these challenges, I have previously had positive experiences with Virgin Atlantic and hope for improved communication in the future. Thank you. Sincerely, Alonzo G. Jr.

I'm reaching out as I couldn't locate a suitable email address. My colleague, Laurent P., will be traveling to New York tomorrow with his family for the first time since his sister tragically passed away in a plane crash. I was hoping you could help make his flight from London to New York on 18/4 at 18:35 with Virgin Atlantic more pleasant. His reservation code is V6NJG7. Laurent's sister, Emilie P., was a press officer for the French national athletics federation. She was the only sister he had. Please assist Laurent, a kind and apprehensive individual, with his journey. He is unaware of my message. Regards, Corine

I tried booking flights from Auckland to London Heathrow on a website but received an error after entering my bank details for payment. Despite this, Virgin Atlantic has deducted the money from my account without providing a confirmation number or booking reference. I have not received any email confirmation. Being in New Zealand, I am unable to call the UK number for assistance. I have been unsuccessful in finding a way to contact a customer service representative without a booking reference on the website.

On April 4th, I flew from London Heathrow on Virgin Atlantic flight VS141 with a layover in Los Angeles, scheduled to depart at 18:00 on flight VS2088. I requested wheelchair assistance, which was provided. Upon arrival at Passport Control with ample time, despite it not being very busy, I experienced a delay of around 45 minutes. I informed the staff multiple times that my boarding time was at 15:30, but unfortunately, I missed my flight. Although my bags arrived, I was rebooked for the following day and accommodated at a hotel with a two-day stay and meals voucher on my phone. However, the hotel unexpectedly charged me for the stay and informed me that Virgin should provide vouchers for reimbursement. I am now struggling to reach Virgin for assistance as I'm unfamiliar with online communication. I would appreciate it if measures were taken to prevent such delays at Passport Control in the future and expedite the retrieval of the vouchers to resolve this matter promptly. Thank you, G. Green.

I've had another schedule change for my flights to Heathrow and back. I would like to discuss options regarding the return flight. My booking references are CJPXQO and CJRPY5. The return flight currently has a layover in Atlanta for over 7 hours, which my husband and I would like to reduce. I have found a flight leaving at 1:55 (VS4009) from Heathrow on August 8th that would give us more time to travel from Canterbury and lessen the layover time in Atlanta. Another option is to depart on August 7th with flights VS4009 at 1:55 from Heathrow, followed by flight VS3074 to Savannah, arriving home at 9:08 pm instead of 12:13 am. Ideally, this would be the best choice for us. We used miles for Premium seats, so I'm uncertain how that might impact the changes. I appreciate the excellent service from Virgin Atlantic and hope this adjustment can be accommodated. Thank you for your assistance.

I have a booked a roundtrip flight with Delta Airlines from Charleston, SC to London. The second part of the journey is from JFK to London with Virgin Atlantic - flight DL5988 on 5/10/23 at 11:00 PM and flight DL5993 from London to JFK on 5/20/23 at 2:40 PM. Both flights are operated by Virgin Atlantic. I have a question about our seats. My booking confirmation number is HHDL3A.

I made a booking with Virgin Atlantic through Expedia on June 8, [redacted], for a round-trip flight from SFO to LHR, departing on July 15, and returning on July 29, [redacted]. My ticket number is [redacted]-[redacted]. Unfortunately, I had to cancel this booking due to illness. When I contacted Expedia for a refund, they informed me that Virgin Atlantic had initially suspended the refund. After discussions between Expedia and Virgin Atlantic agents, the suspension was lifted. However, I was advised by Expedia to request the refund directly from Virgin Atlantic by filling out their online refund form. I have submitted the form but have yet to receive any response. I request a refund of $[redacted].07, the amount I paid for the refundable ticket. Email: [redacted]

I purchased premium economy tickets from Oceania Cruises (record locator: EMX86D) for Kolman and Rositta Kenigsberg. Upon checking our seating assignment, I was unexpectedly asked to pay an extra $68.21 per seat to guarantee that we sit together. Both my travel agent and the cruise line assured me this fee should not apply. I kindly request a refund totaling $[redacted].42 for the two seats. I am excited about my upcoming trip with Virgin Atlantic and had a wonderful time in upper class during our last journey.

I purchased economy tickets with the understanding that they included a checked bag and assigned seats, but I later discovered I actually have economy light tickets. Justfly acknowledges that their website can be misleading and will refund any bag fees, but they are unable to help with assigned seats as the airline has classified my ticket as economy light. My concern is that I must sit next to my husband, who has Parkinson's disease and may require assistance with spills and moving around during the flight. Given the circumstances, I am inquiring if there is a way to ensure we are seated together before the check-in process, to avoid any inconvenience to other passengers if he needs assistance. Justfly has taken responsibility for the confusion caused by their website displaying incorrect information and is refunding bag fees, but they have directed me to Virgin Atlantic for seat assignment exceptions. I can provide a doctor's note confirming my husband's condition if needed. I seek a resolution promptly, as I may need to make alternative arrangements for our upcoming flight if this issue cannot be resolved. Thank you, Marilyn McAtee

I am inquiring about the compensation for my cancelled flight. After submitting the necessary paperwork, I received an offer that I initially declined as my family members were offered vouchers from Virgin. Recently, customer care confirmed that I will receive a voucher equivalent to what my family received. I now plan to accept the compensation for the inconvenience caused by the late cancellation and the impact on my holiday. - Name: V. Lennox - Flight details: - Departure: VS0197, 16 Nov [redacted], 10:50, LHR to St. Vincent - Airline ref: DBW73K - Return: 07/12/[redacted], 19:35, SVD-LHR - Previous Email: [redacted] - Note: My mobile was stolen, hence the updated email address.

I traveled with a family of five, including an infant, from San Francisco to London with a connecting flight to Cairo on Virgin Atlantic. Unfortunately, they denied one adult accompanying the infant due to a discrepancy in the infant's ID, even though we followed their instructions. The other passengers continued their journey while the mother and baby were asked to correct the name and try again the next day. As the travel agent who booked the tickets, I discovered this morning that the record for the mother and infant has been canceled. I am trying to contact Virgin Atlantic to resolve this issue so the mother and baby can fly, but I have been unable to reach them by phone. Any assistance would be appreciated. - J. G. from [redacted]

I booked a roundtrip flight from Orlando to London through Delta for September 8 returning September 29, with confirmation number CVQU6X. Due to a cancellation, we were moved to a Virgin Atlantic flight. The flight to London is fine, but for the return, we were assigned row 66 H&C with three seats instead of the two Economy Delight seats I initially booked. Delta suggested contacting Virgin directly to resolve the seating issue, but I couldn't reach a live person at the 1-[redacted] number. I noticed available seats like row 65 seats B&C online. Due to my husband's Parkinson's Disease, we need the extra space Economy Delight provides. If rebooking is necessary to secure suitable seating, I would appreciate customer service assistance. Please contact me at [redacted] or [redacted] to arrange this change. Thank you for your help. Shannon D.