Virgin Atlantic Customer Service Issues

I recently experienced an issue with my bank account being overdrafted due to what seems like a double charge for a flight ticket purchase from your website. However, one transaction was authorized but did not effectively go through, affecting my available balance. I suspect that the prolonged server response time on your website, taking over two minutes after certain clicks, may have caused me to input information twice inadvertently while searching and booking, leading to this problem. This has put me in a tight spot as I urgently need these funds for other purposes, so I hope this matter can be promptly addressed. Furthermore, I encountered a currency display concern where the prices were shown in Hong Kong dollars instead of UK pounds, despite accessing the UK version of the site. I tried to adjust the currency but was unsuccessful, ultimately leading to an unexpected non-sterling transaction fee of £18.48. I have never encountered this issue with other airlines when booking for my family. I kindly request a review to potentially refund this fee. Otherwise, I may have to reconsider using your service in the future. Thank you for your attention.

I have an unusual favor to ask. I came across a guy online in Seattle on December 19th. Coincidentally, we were both on the same flight to England on December 20th. Even though we didn't meet in person, we messaged on the app. Unfortunately, I lost his contact details due to issues with my tinder account. His name is Rich, and he was in seat 61C while I was in seat 8G on the 5.55pm flight from Seattle to Heathrow, flight DL [redacted]. If anyone knows him, please pass on my number to him. My name is Rupinder, and my number is +[redacted]9. I believe in serendipity, especially during the holiday season.

I booked a flight with Virgin Atlantic but was surprised to find out at the airport that it was operated by Delta Airlines due to their partnership. The service on the LHR to JFK flight on the 26th of December was extremely poor. The flight attendants were rude, short-tempered, and neglectful towards passengers. One attendant, "Cathy," even lied about a drink spill incident involving my daughter. They accused us of sitting in the wrong seats and publicly humiliated us over the intercom. Our pre-booked seats were not available on the different aircraft type we were placed on. My son was asked to vacate seats for crew turbulence use but was provided with conflicting reasons. The cabin lights were kept off during the daytime flight, suggesting the crew's intention to finish their duties quickly and have the rest of the flight to themselves. I am concerned about our return flight from JFK to LHR on VS154 and expect it to be with Virgin Atlantic as stated in my booking. I plan to file an official complaint against both airlines upon my return to the UK if these issues are not addressed. - Denise M.

Flight Issue with Seating and Lost Luggage We traveled from Dublin to Gatwick on December 23. Upon check-in at Gatwick, we were informed of seat changes due to a different aircraft, causing discomfort as our pre-booked seats were not available. Surprisingly, we flew with a different airline, which was distressing for our child with disabilities. The flight lacked entertainment and was turbulent, unsettling our child. The service fell short of Virgin's standards. Despite drone delays, a heads-up would have been appreciated. Upon arrival in Orlando, my suitcase went missing, impacting our stay. Although $80 credit was given, replacing essentials cost us nearly $[redacted]. Communications about the lost luggage were inconsistent, causing distress. The suitcase was located in Gatwick and promised to arrive at the hotel promptly, but it did not. Despite multiple follow-ups, the case was not delivered until late, upsetting us and our children.

I am inquiring about the compensation process with Virgin Atlantic due to a disrupted itinerary. On Jan 30, our LHR - JNB flight was affected by snow in Manchester, resulting in a rebooking by Virgin. The new itinerary included flights from LHR - DBX and then DBX - DUR the next evening. However, the 1hr 35min layover at DBX was insufficient considering the distances and limited transport options at the airport. As expected, we missed the connection, and the customer service at DBX was unhelpful until we insisted on assistance. Eventually, we were rerouted to DUR via JNB on an Emirates flight, arriving 30 hours late without our luggage. After days of following up, our luggage arrived, but one case had been tampered with, and our camera was missing. This has affected important events like attending a wedding and our wildlife watching trip. Any input on this matter would be appreciated. - S. Halpern

I have booked a flight for my 87-year-old mum to PCB, Florida, with your airline. She always flies with you or Delta, knowing they are the same company, for the past 15 years. She's concerned because the printed confirmation did not show her seat numbers for her flights (with a connection at Atlanta), unlike in the past, and also indicated no baggage allowance included, which she's never experienced before. This worries her as she usually only carries one suitcase. I'm reaching out to confirm if she has assigned seats, preferably a window seat, and to get information about baggage allowance. Below are the flight details: - Lastminute.com Order Number: [redacted] - Virgin Atlantic – Record Locator: DEG5OD Thank you for your assistance. Kind regards, Miss R.G. Pask

I will be flying to San Francisco on Tuesday, 05/03/19 from Heathrow. This is my first flight alone to visit family, and I was wondering if it's possible to get an upgrade. I usually fly with Virgin and have never experienced Premium Economy or Economy Delight. While I may not be able to afford an upgrade, I would like to explore the option if available. I understand I can inquire at the airport, but I'm concerned everyone else will get free or affordable upgrades before me. I know it's a long shot, but it would be great to see if it's within reach. Despite not having a large budget for upgrades, it would be fantastic to know if there are any affordable or complimentary ones available. Thank you, Samantha H.

Date: April 8, [redacted] Issue: Lack of Wheelchair Assistance during London Heathrow Airport Transfer Flight Details: - Mumbai, India to London: Jet Airways Flight 9W [redacted] PNR Reference No.: WIKQJE - London, Heathrow to Detroit: Virgin Atlantic (Delta) Flight 9W 120W Passenger Information: - Upendra C. Mankad - Varsha U. Mankad On March 25, [redacted], my wife and I had a disappointing experience at London Heathrow Airport. Despite requesting wheelchair assistance, we were directed to a crowded bus upon arrival, risking our safety and comfort. The lack of proper wheelchair arrangements and the challenges we faced during the transfer greatly affected us, considering my age and my wife's health condition. We emphasize the importance of efficient wheelchair services for passengers who require assistance, and we hope for better management in the future to avoid similar situations. Sincerely, Upendra C. Mankad

Subject: Baggage Damage Claim Assistance Needed Dear Sir/Madam, I am following up on my previous email regarding a damaged suitcase upon my return to Heathrow Airport. After reaching out to the Lost Property Terminals 3 and 5 and receiving instructions to contact the Airlines, I am now seeking guidance on the next steps for filing a claim for compensation due to the damaged luggage. Travel details: Passenger 1: Rameshbhai Patel eTicket number [redacted][redacted] Passenger 2: Jasumati Patel eTicket number [redacted][redacted] Travel dates: Departed to Boston on 14/03/[redacted], returned to Heathrow on 01/04/[redacted] at 10:00 am. Upon arrival home, we discovered that one of our suitcases had incurred significant damage, rendering it unusable with a broken wheel. I can provide further evidence with photos or arrange for an inspection if needed to support my claim. I am looking to seek compensation for the damaged suitcase to facilitate its replacement. I appreciate your prompt attention to this matter and hope to hear from you soon. Thank you for your assistance. Warm regards, Jasumati Patel (Mrs)

I just wanted to express my gratitude to VA for the support and care shown to our grandson (19) on 21/04 aboard VA15 to MCO. He arrived late on 20/04 on an EasyJet flight from Toulouse to LGW to ensure he wouldn't miss his VA15 connection. However, due to LGW's security closure after 11 p.m., he couldn't transfer gates even though he only had carry-on luggage and his boarding pass. VA15 was delayed by 5 hours, and your team graciously accommodated him in the Lounge where he received a relaxing head massage and was assisted until his flight departed. He was exhausted, and we are truly grateful for the compassion and assistance provided. We are frequent flyers to MCO with VA twice a year, and we cannot thank your team enough. Great job. Beryl T.

I arrived in Toronto from Perth, Australia on Monday and had requested wheelchair assistance due to my anxiety disorder and limited mobility. Despite informing Virgin Airlines in advance, I had a distressing experience during my journey. The staff member pushing my wheelchair was unkind and made inappropriate comments about my weight, which upset me greatly. She misunderstood my anxiety attack, then refused to help me find the restroom, claiming it wasn't her job. Ultimately, I was left alone without assistance, causing my anxiety to escalate. I felt mistreated and disrespected throughout the journey, despite asking for special assistance. I am disappointed by the lack of compassion and professionalism I encountered. I hope for a resolution to this issue.

Dear Sir, I am writing to follow up on my previous email regarding my travel plans alteration due to my illness, as confirmed in the doctor's report. In a telephone conversation with the airline, I was assured that there would be no financial penalty for this change. I am unable to have the doctor's letter translated into English before your deadline due to my current health condition. Despite my efforts, I must emphasize that I am unable to provide any more details at this time. The additional stress caused by the lack of clarity from your end is proving to be very distressing. I kindly request urgent confirmation via email that there will be no financial repercussions for changing my travel plans under these circumstances. Thank you for your prompt attention to this matter. Sincerely, L.B.

I purchased a ticket for a multi-leg journey from Delhi Office for travel on 28.03.[redacted] with routes BOM - LHR - JFK - LHR - BOM. Due to an emergency to see my grand-son, I needed to change my JFK - LHR flight, but it was costly. I bought a separate ticket for this leg. Now, I want to resume my original ticket for LHR - BOM on 19.08.[redacted], but due to Jet Airways no longer operating, I am informed I will be left on my own after reaching Delhi. Despite agreeing to this, Ms. Manali from the Delhi Office stated due to not flying the JFK - LHR leg, the LHR - BOM/DEL portion is not valid, suggesting I get a refund for the entire journey. I have tried emailing [redacted] provided by Ms. Manali, but the emails bounce. Disappointed with the service received from the Delhi Office, and I am reconsidering future travel with Virgin. - H. B.

I have been informed by Virgin that my itinerary has been changed. They are requesting me to get in touch. Could you please advise me on the reason for this change? Best regards, Hilary Dingwall-Fordyce +[redacted]6

During my flight on VS [redacted] from London to Boston on August 13, I had seat No 20C in the Premium Economy class. I noticed that I was the only black person in that row of the flight, surrounded by white passengers, except for one South Asian individual next to me. When the male steward served the in-flight main meal, he skipped me entirely, despite assisting me with the tray. I had to call his attention, but he showed no remorse and simply asked what I wanted to eat. When I asked to speak to the purser, named Harry, he downplayed the situation and only focused on serving me. I was so appalled by their unprofessionalism that I refused the meal and requested a complaint form, which Harry claimed they didn't have on board, even though I saw him provide one to another passenger. I strongly believe this incident was racially motivated, and I feel it's crucial to report such behavior to ensure it's addressed. I was deeply offended and disheartened by this experience. Biodun Jeyifo

Subject: Refund Request for Upgrade Seating on VS106 May 31, [redacted] I am requesting a refund for the upgrade seating (Economy Delight - seats 49C and 50C) on our flight itinerary due to a last-minute change affecting our ability to take the flight. We had purchased upgrades for Robert A Ramos and Curtis L Manns for flight VS106 from Seattle to London Heathrow on May 31, [redacted]. Unfortunately, on our way from San Francisco to Seattle, we had to change flights (Delta flight JL4FC7 to Delta flight DL1380 to London Heathrow via Minneapolis) due to a 4-hour delay, resulting in the loss of our upgraded seats on the new connections. I am requesting a refund of $[redacted].78 for Robert A Ramos (seat 49C) and $[redacted].78 for Curtis Lee Manns (seat 50C), totaling $[redacted].56. Please credit the Master Card used for this transaction. I can provide the details if needed. Thank you for your assistance with this matter. Sincerely, Robert A Ramos

I accidentally left my duty free wine on the plane when I was in my upper class seat 4A on Virgin Flight VS 24 from LAX to LHR landing at Heathrow on August 18th. The wine cost $85. I called Virgin on Sunday night and the next day, but they had no record of my wine being found. The airport lost property advised me to check with Virgin, but they couldn't help. It seems like an employee might have taken my wine. Very disappointing experience, especially when flying upper class.

Dear Sir/Madam, I am in the process of purchasing a round-trip ticket from Beirut's Rafic Hariri International Airport (BEY) to Los Angeles International Airport (LAX) for travel from October 11th to 19th. I have a couple of queries regarding the baggage policy for my flights. On the departure flight from Beirut, the information mentions that carry-on bags are not allowed. I would like clarification on whether this means I need to pay for a carry-on and how much it will cost, if it will be handled at the airport, or if it's simply not permitted. Additionally, for the return flight, it states that there is no fee for carry-ons, but a second bag costs $[redacted]. Can I pay this fee directly at the airport? Departure Flight Details from Beirut: - 8:00 am - Middle East Airlines [redacted] - Airbus A320 - Stop in London Heathrow for 4 hours and 10 minutes - 3:25 pm - Virgin Atlantic 23 - Boeing [redacted]-9 Return Flight Details from Los Angeles: - 2:55 pm - Virgin Atlantic 8 - Boeing [redacted]-9 - Stop in London Heathrow for 3 hours and 45 minutes - 1:00 pm - Middle East Airlines [redacted] - Airbus A330-[redacted] Please feel free to reach me at [redacted] or via email at [redacted]. Thank you, Stephanie Saliby

Virgin Atlantic Fleming Way, Crawley, West Sussex, RH10 9DF. To Whom It May Concern, Regarding: BQW6YT Flight VS016 Passengers Mrs K. Markillie/ Mr N. Markillie I am contacting you about my flight on 13th January [redacted], which was significantly delayed departing from Orlando International Airport. As per the EU Denied Boarding Regulation [redacted]/[redacted], I should receive compensation of [redacted].00 euros promptly. I anticipate the payment in GBP within the next 14 days. I have attached a copy of my ticket for your review. Sincerely, Mrs K. Markillie 96 Murrow Bank Murrow Wisbech Cambs PE13 4HD

Good Afternoon, I traveled from Heathrow to Johannesburg, South Africa on October 30, [redacted]. Due to a mechanical issue, we were taken by bus to a nearby hotel for the night. The next morning, we returned to the airport and experienced a delay until 20:30 before our flight departed. Virgin generously provided us with a complimentary ticket for a future flight to or from England as a gesture of goodwill for the inconvenience. I would now like to use this free ticket to fly from Johannesburg to England. My name is Pamela Geraldine Cross, and I flew on October 30, [redacted]. I am 66 years old and would appreciate your assistance as I plan to visit my late father's grave for the last time. Thank you for your help in advance. Pamela Geraldine Cross