Flight cancelled - appalling customer service and refund policy - minimum 120+ days wait for refund and no way to make contact with them. Suggest a refund from your credit card company as a better option. I will never use them again and very much doubt they will be in business much longer.
Appalling customer service and refund policy, been waiting over 120 days for a refund and it now looks like it won't be happening as Virgin have applied for chapter 15 bankruptcy protection in New York. I will never use them again.
I am a gold card holder with Virgin and have used them for the last 20 years and they really really don't care. They have not given money back back on any flights. Changed the airport. Have not issued new tickets. They don't answer the telephone or reply to emails, text or whatsapp messages so don't know whether to rebook with British Airways because I don't know if my flight is flying or not. You can always tell how good a company is when there's a problem. If they solve it - or keep you informed - they are good. If they just don't do anything like Virgin - they are bad. Branson really doesn't care. And I hope the whole lot goes bust because the airline really doesn't deserve the business with how it treats its customers. It really is DON'T CARE. They are acting like a firm going bust. Watch this space.
Good outbound flight . Crew were polite and friendly. Reasonable choice of menu and food better than most. Sadly only alcohol offered with dinner no soft drinks available 😳 Return flight not so good as in flight entertainment system was broken However we were well informed prior to boarding and offered extra frequent flier miles Also the crew apologised on several occasions Would fly virgin again and would recommend
They cancelled my March 25th, 2020 flight, On Friday the 20th. I had to book another airline, an extra $900+ for tkt. It is funny my husband on the 15th of March upgraded my tkt and they took his money. Today is August 12th 2020 and still no refund. I have been in touch with them, oh 90 days etc etc., I will go the route of the credit card, funny it's a Virgin Atlantic one. Having been a customer since 1990 and watched them slowly go down hill into a bucket shop organization, it seems so very sad that this has happened. In all those years I have never had an upgrade, my husband only 2.
I booked flights with VirginAtlantic through eDreams. On chasing eDreams for my refund they said that it has still not been authorised by VirginAtlantic even though we have been waiting over 110 days. Absolutely awful customer service from both companies. We will not be using either in the future.
Have heard nothing from Virgin about our cancelled holiday. They are actually still expecting customers to pay final balances on holidays which we know can’t happen. They haven’t refunded anything from our previous cancelled holiday yet. Never mind paying more for the next one!
Even before corvid 19 I had nothing but trouble and lies from this company and then when our holiday was cancelled 3 days before we we were due to travel on the 20th April we were told our refund would be with us within 6-8 weeks four months later and we still haven’t got our refund, they lie, are rude and are down right robbing people all so they don’t go under yes I feel for people losing there jobs but what about people losing there houses because corvid has made people who are self employed left with no jobs and no money all whilst there rubbing there hands with millions of pounds of our money earning interest !! I will never ever ever book with virgin again this has been the worst experience ever !!!
We booked a Virgin holiday to St Lucia. We paid in 2019. Virgin cancelled the holiday, but didn't bother to tell us (we only found out when we arrived at Gatwick check-in at 0600 on 16 March). We got a phone call from Virgin later that day, promising a full refund. It's now 138 days later, and no refund! That nice Mr Branson still has £9732 of our money. I have wasted endless hours trying to get the refund. Virgin don't answer the phones, don't reply to letters, have email addresses which won't accept incoming emails, and have a dreadful text message system which is next to useless. Their people constantly lie - I was told on 23 March that my refund had been issued but was delayed because the banks are very busy! The CAA has done nothing concrete, despite the fact that people have been complaining for months about not getting refunds. I will get my refund, although it will probably involve Court action. But we'll never, ever, fly Virgin again. And I'm guessing a lot of other people will feel the same. I hope they go bust soon.
Impossible to speak with anyone at VA without waiting online for an hour. No human response to emails or text either. Communication is utterly impossible, the Cruise lines have done a much better job!
VA is not a budget airline and has a good reputation, so I expected better. This review is for trips booked for February/March of 2020. I flew at the end of February. My husband was also booked on VA, and was supposed to meet me in March. As it turned out, I had to leave for home early and abruptly due to the pandemic/level 4 travel advisory. I was on hold for 8 hours before being able to speak with someone at VA re: getting a different flight home. They said there was nothing they could do for me. I had to figure it out myself and book with a different airline in order to get home. My husband's flight was cancelled. Upon returning, I spent many more hours on hold and finally spoke with someone who assured me that we would get a refund for my husband's flight and for the return portion of my flight that I was unable to use. It is now more than 4 months later and I just received an email saying that my husband's refund has been processed, although we have yet to see the money. There was no mention of the refund for my return ticket. We had another trip booked for July with Norwegian Airlines, a budget carrier, which was also cancelled. We received full refunds within 2 weeks from them. I will not fly with VA again.
Had flight cancelled by Virgin Atlantic, told to wait 90 days for a refund, then 120 days. Unlawful and unacceptable. After 30 days of getting refund email from Virgin Atlantic, contacted credit card company and made a Section 75 claim. Virgin Atlantic are penalised by the card company for this - contacted them (Customer(dot)Services@fly(dot)virgin(dot)com) and informed them I had made a S75 claim. 7 days later get an email from them, refunded. Just a coincidence??? Good Luck!
We had problems on a holiday to Barbados in january, due to the Virgin rep being absent for half the holiday. I complained to the Executive office, but they couldn`t care less I will NEVER use Virgin for a holiday again, & hopefully other disgruntled Customers will vote with their feet Disgusting attitude by senior staff
We have received no communication updates on the status of our refund other than a copied and pasted comment on Facebook. We were supposed to fly in May and our flights were cancelled in March. We still don't know when we are going to be receiving our refund and have had little to no communication with them at all. They were flights to Orlando from Gatwick. British Airways on the other hand refunded our flights within 48 hours of cancellation and for this I will definitely be using them for long haul flights from now on.
I was due to fly with virgin to Orlando in April, due the COVID our flights were cancelled in March. I put a request in on the 18/3/2020 for a refund. Today 21/7/2020, I still do not have my refund, it is nearly £3000. I have contacted virgin numerous times via text, WhatsApp, call & email. Originally I was told 30 days, then 45, then absolutely nothing over 90, then there maximum was 120. I am now at 127 days, it is awful...how is this company so out of control?? They are laying staff off. Why don’t they get them in the office working through this, as a customer I will never fly with them again & will never recommend them. How they have treated their loyal customers is awful.
Being waiting 4 months for a refund from a flight they cancelled what a joke so dissapointed will not be booking with them again
What can I say? Virgin Atlantic you are a disgrace. You have dealt with the pandemic in the worst way. Holding on to customer’s money as long as possible (120 days and would not be surprised if this goes up). You have taken advantage and not kept in touch with your customers. You should be ashamed of your laissez faire attitude. You only reply to say you are overwhelmed with requests for refunds but are you even issuing any? All other airlines have coped better than you and you won’t be getting my money again. I am going to boycott all Virgin products. You are greedy and arrogant. You do not even deserve one star.
virgin don't care about you or your health just their profits. If you think Virgin Atlantic values you as a customer you are very very wrong and as in my case cost you your health. So when covid struck i was abroad and had flu like symptoms so thinking ill do the right think told them at check in, they then ring medical support and get told to take my temp. No big deal but it took over an hour to find a thermometer by which time i had been given a hot drink which i still had when my temp was taken. So it shows i have a high temperature and they are advised not to let me fly for 48hrs, I'm told to go to a medical centre and come back in 48hrs. I ask are going to provide with a hotel? their answer was no we don't do that find your own. I'm now left at 9 pm to find a hotel and get to a medical centre before it closes, this pushed my stress level to a point as stated by the doctor at the time i was 3 minutes away from a heart attack brought on by the pressure i was under. The next day i go back to the airport with a certificate to fly signed of by the doctor and show them that I'm good to go, their response is now my blood pressure is high i cant fly and called out paramedics to check me over, they check my pressure and confirm its up but I'm good to fly. So now i have a certificate to fly the paramedics say I'm good to fly and virgins response you have 2hrs to get to a medical centre and back with a new certificate and we'll let you fly. They gave me a phone number to call if i wasn't going to make it and the number didn't even work. The following day after being yet again the stress that virgin had put me under could of killed me i arrive at the airport to be told i cant fly yet again and what i need to understand is the cost to the company if the plane gets diverted if i become ill while flying. There is so much more to this but i will leave it there but virgin don't care about you or your health just their profits and after 10 years of flying with them i will never use them again.
Very poor customer service, my flight was cancelled due to Covid 19 effects, basically the flight was 90% empty and some flight crew were missing, they moved me to another flight several hours later cancelling this flight, however refuse to compensate me,. I have also cancelled 2 flights in Early March, 120 days later still no refund.. Times like this separate who you would fly with infuture, considering the amount of times i have flew virgin, i will definitely boycott them in future, BA have refunded me for a number of other flights and processed it quickly
Kids booked us a trip to New York as a anniversary/birthday treat. We paid for our seats to make sure we were sat next to each other. Due to Covid19 we had to cancel the trip and we requested our seat money back on 18 April 20. After much argument, Virgin said they would refund the money on 21 April 20. They explained that it would take a while and I was ok with that - afterall there was a pandemic on. But, now over 2 months later there has been no further communiation from them and no refund. I understand that there would have been some issues sorting out working from home and all that, in the early days however it is now clear that that is just cover story and Virgin just want to hang on to thepunters cash. Its not a huge sum of money compared to som epeople but it matters to us. Sorry Virgin - but you will not ever see me using your flights again.