Virgin Atlantic Customer Service Issues

I purchased 2 round-trip tickets with VA, mainly because of their pet policy which I value. However, upon booking, I was informed that the flight was switched to Delta, which doesn't allow my dog on board. Although a later flight is available the same day, due to our nonrefundable tickets, requested changes are denied. Now, I'm being asked to pay AirPet a hefty [redacted] pounds to transport my dog on the later flight. This situation seems unfair as the change was not my doing. I believe I should only be charged the standard $[redacted] pet cargo fee, and I'm willing to endure a 6-hour airport wait time to be reunited with my cherished pet.

I am inquiring about my daughter's upcoming journey from Sydney to London with a layover in Hong Kong. She wishes to purchase a special bottle of whisky in Sydney Duty Free. However, this particular whisky is not available in Hong Kong airport. I am concerned about her carrying it through Customs in Hong Kong. She has a through ticket and is allowed two pieces of luggage, but she will only be checking in one piece in Sydney. Can she check in the whisky as a second piece of luggage in Hong Kong for the London flight? I hope someone can assist me as this bottle of whisky is quite costly, and I'd like to avoid any issues. Thank you. Sincerely, R. E. Cooper

I am reaching out about an issue with Virgin Atlantic tickets that were mis-sold for our trip to scatter our mum's ashes in India. We booked through Opodo and were not informed about the ticket terms and conditions. Opodo assured me that the tickets included 2 check-in bags, but when I contacted Virgin, I discovered that I couldn't upgrade or pay for extra legroom. We were told we would have to pay £[redacted] for baggage at the airport. Dealing with special assistance was difficult, as they required a medical form even though we had a doctor's fit-to-fly letter. Unfortunately, due to these issues, our 86-year-old dad no longer feels confident to go on the trip. I tried to seek help through my credit card company, but they couldn't assist since Virgin already received the ticket money. Can you help me reclaim the money from Opodo as they are now selling your tickets? I thought I booked classic economy tickets with check-in luggage included. With less than 2 weeks until our flight, I am requesting your assistance given the sensitive nature of our trip. My booking reference is CT7030. Thank you in advance for any support you can provide. I have always appreciated Virgin's excellent service and usually book directly, but this time I tried booking through Opodo via Skyscanner. Thank you, Anjali P.

My sister and I recently flew back from Barbados on flight VS78, assigned to seats 50H and 50K. The flight was quite uncomfortable due to the narrow seats and limited recline, making it difficult to rest during the long journey. Additionally, being near the galley resulted in frequent disturbances from crew activity, making it challenging to sleep. We were unable to switch seats on the return flight despite our efforts, as the aircraft was fully booked. While the flight experience was disappointing, the Virgin crew’s service was commendable. We hope that our feedback regarding the uncomfortable seating on the flight is noted for future improvements. We have been loyal customers of Virgin and hope to continue our patronage in the future. Although this issue cannot be rectified retroactively, we appreciate your attention to our concerns. Thank you. Regards, J. Kangro (S. Taylor)

Dear Virgin Atlantic, I am contacting you regarding the possibility of waiving the excess baggage fee for transporting scientific samples. As a geologist studying the volcano in Montserrat, I have gathered rock samples to analyze its past behavior and potential future activity. My upcoming flight from Antigua to London Gatwick on December 14th, with booking reference CMTJJK, has led me to inquire if you offer 'academic tickets' inclusive of 3 checked bags. While I do not have an academic ticket, due to the significance of my research for the region, local community, and aviation industry, I am hopeful you might waive the extra baggage charges for the approximately 55kg of samples I will need to transport (equivalent to an additional 32kg and 23kg bag). I am prepared to acknowledge Virgin Atlantic in any publications or conference presentations related to my research. I eagerly await your response. Best regards, Jane H. Scarrow

I recently traveled round trip from LAX to LHR on flights 24 and 23. My Premium Economy ticket should have included a checked suitcase up to 23kg and a carry-on, but I was charged $60 each way for the checked bag. Can you please explain the baggage allowance and the reason for the extra charge? I'm planning another trip for March/April and need clarity on this issue. Also, I'd like to know the difference between Economy and Premium Economy. During the flight, a passenger near me coughed continuously, which made me ill. Should airlines provide masks to passengers who are unwell to protect others? Thank you for your help with the baggage inquiry. - Adolf Czech

On March 12th, I was supposed to return from Dominica but missed my flight to Antigua that day due to unrest. Although I missed my connecting flight with Virgin Atlantic, I departed from Dominica on December 6th and arrived at V. C. Bird International Airport. Upon arrival, I went straight to Virgin's check-in to explain why I missed my flight on the 3rd. Unfortunately, the Antigua Virgin Airways Ltd. staff were not helpful in assisting me to get back to the UK. Despite talking to multiple staff members, none of them made an effort to assist me. They left me in Antigua without any help to get home. It wasn't my fault that I missed the flight from Dominica to Antigua. I am disappointed with the staff's behavior on the evening of December 6th, [redacted]. I won't be choosing Virgin Atlantic Airways for future travels and will be seeking legal advice on this matter. I also plan to raise this issue on social media. Regards, M. Cameron.

When I made my travel arrangements back in November, I was not experiencing severe back issues. Unfortunately, by the time my trip on 12/2/[redacted] came around, my back problems had worsened significantly. My doctor even advised me against flying due to the acute pain. Despite this warning, I proceeded with the trip. Virgin Atlantic provided wheelchair assistance at both Boston and London Heathrow airports, allowing me to navigate through. However, my back condition did not improve during the vacation, limiting my mobility and confining me to my hotel room most of the time. I am set to return on British Airways flight #[redacted], arriving at Heathrow at 10:10 am on 21/1/[redacted], with a connecting Virgin Atlantic flight #[redacted] departing at 8:40 pm on 27/1/[redacted]. This leaves me with a 10-hour wait at the airport. Given my situation, I am unable to afford changing my flight. I am considering flying standby on an earlier flight if there are available seats. I am hoping Virgin can provide information on standby options. I would appreciate guidance on whom to contact regarding this matter.

I am attempting to reschedule my Virgin flights from London to Washington DC departing on the 17th of March [redacted] and returning on the 24th of March [redacted]. Due to not having a mainline phone, I am using Virgin's SMS service. However, I am facing issues as I can't respond on the same number they contact me from and have to reply on the original outbound number, which is causing communication challenges. I have requested information on the cheapest flight options for June or November, but Virgin is only providing specific dates instead of the best prices for those months. Shockingly, they want to charge me £[redacted].16 to change my return flight from March to June. I need guidance on how to handle this situation more effectively.

Dear Customer Service, I am writing on behalf of Mr. & Mrs. B/P R Walsh regarding booking reference DQSLLM. We were scheduled to fly to Johannesburg on March 19th on VS [redacted] from Heathrow to Johannesburg, returning on May 28th on VS [redacted] at 20.25. Unfortunately, our flight was canceled due to the lockdown of international flights into South Africa. I contacted Virgin Atlantic to request a refund, which was confirmed to take 6 to 12 working days to process. However, we have not received the refund yet. Could you please assist in looking into this matter? You can reach me at [redacted] Thank you for your attention to this issue. Regards, Priscilla Walsh

On September 26, [redacted], I returned to Miami from Heathrow. Due to being sick, I had to change my original return flight twice - first to September 30, then back to September 26 upon receiving clearance from my doctors. After returning home, I discovered that my MacBook Air, which was in my carry-on luggage, was stolen. Now, six months later, Amex is requesting additional documentation, specifically the itinerary for the Miami to Heathrow flights on August 22nd and returning on September 26, [redacted]. I only possess the itinerary from August 22 to September 30, but Amex has not accepted it despite sending them the boarding passes reflecting the altered dates. Could you kindly assist by providing this specific itinerary from your records? Thank you. Sieglinde L.

Subject: Virgin Airlines Refund Complaint Dear Customer Service, I am reaching out to express my disappointment with Virgin Airlines regarding the refund process for my flight to Jamaica, booked through Sackville Travel with the reference number [redacted]. My flight on FBA [redacted], scheduled for 09/04/20 from Gatwick to Montego Bay, and return on 23/04/20, was canceled due to the pandemic. I paid a total of £[redacted].00 for this trip. Following guidance from my booking agency, I was informed that the refund process could take up to 14 weeks due to the current circumstances. It has now been over 14 weeks, and there has been no communication regarding my refund status. I am concerned about the delay and lack of information. As a loyal Virgin Airlines customer, I am disheartened by the handling of this situation. Could you please provide an update on the refund process and confirm when I can expect a resolution? Your prompt response would be greatly appreciated, as I have not received any information to date. Thank you.

Regarding booking reference FBJHIR, I was informed that my return flight from Heathrow to Boston on Oct 14, [redacted] is canceled. Due to the cancellation of my UK tour because of Covid-19, I would like to cancel my flight from Logan to Heathrow (flight VS [redacted]) on Sept 13, [redacted]. I intend to reschedule both flights with Virgin Atlantic once my tour is rescheduled. I have reviewed the cancellation policy and am aware that I can reschedule without extra charges. I hope I have interpreted the policy correctly. Kindly confirm the cancellation of flight VS [redacted].

I made a booking for two return tickets from LHR to Newark through The Flight Centre in early March (Booking Reference: W7F2UK) for Peter Martin and Mrs. Fiona Whitworth. The original service was cancelled without consultation and replaced with an alternative flight via JFK, which was unacceptable to us. Consequently, we decided to cancel the booking on 21/3/20, as confirmed on 24/3/20. The Flight Centre assured us of a refund within approximately 12 weeks, but it has been 25 weeks with no sign of a refund. I am seeking confirmation that The Flight Centre has indeed received the funds from you. I am disappointed by the delay and am in regular contact with Flight Centre to resolve this matter. I would appreciate an update on the status of the refund process.

Our flight to Los Angeles, then on to Honolulu on August 24th, was canceled. I requested a refund that I was told would take 90 days. I am a bit confused as to why it would take so long. Two weeks ago, I received an email stating that all refunds would be processed by the beginning of September. I applied for the refund immediately after the cancellation in June. We prefer a refund over vouchers. Unfortunately, I have not received any responses to my emails. Please provide an update on when I can expect to receive my full refund. - H. Marshall, A. Charlton-Marshall

RE: Ticket Reference Numbers [redacted] and [redacted] for Mr. Michael Akintunde Savage and Mrs. Rachael Adebisi Savage We purchased tickets for a London/New York return flight. We left Lagos on September 13, [redacted], without any issues. I attempted to change my NYC date to September 25, but was denied check-in. My wife's trip to NYC was canceled in advance due to COVID-19 restrictions on B1/B2 tourist visas. Despite having all required documentation and a valid ESTA, American agents at Heathrow Terminal 2 did not allow me to board. Consequently, I stayed in London. I visited the ticket center opposite check-in where I met the agent, Edita, who was very helpful. Due to the refusal to travel to NYC, we have decided to return to Lagos earlier than planned. Virgin Atlantic's website states that there should be no penalty if travel is restricted due to COVID-19. We are planning to return to Lagos on October 7, [redacted], and hope to reschedule our NYC trip for a later date. We do not believe we should face any penalties. Your guidance on this matter would be appreciated. Sincerely, Hon. Justice M. A. Savage Lagos High Court

RE: Ticket Inquiry for Ref. No. L4RR3Q & LCSJAX - VS [redacted] for Mr. M.A. Savage and Mrs. R.A. Savage We bought these tickets for a trip to London/New York. We smoothly flew from Lagos to London on September 13, [redacted]. I attempted to travel to NYC on September 25 but was denied check-in. Due to COVID-19 restrictions on B1/B2 Tourist Visa, my wife's NYC trip was canceled. Despite having all necessary documents, including a valid ESTA, I was refused by the American agent at Heathrow Terminal 2. As a result, I stayed in London with my wife. I visited the ticket center to confirm my attempted NYC travel with your agent Edita. Due to the COVID-19 situation, we plan to return to Lagos on October 7, [redacted], without penalty. We intend to reschedule our NYC trip. Your prompt advice on this matter is appreciated. Sincerely, Hon. J.M.A. Savage, Lagos High Court

Good afternoon. I am reaching out seeking assistance as I have encountered challenges with the travel agent I used to book my upcoming trip. My family and I were supposed to travel to New York on October 23rd and return with Delta Airlines on October 27th. We made this reservation in January [redacted] through Lastminute.Com. I have received several schedule changes, four in total, all offering options for rescheduling due to the ongoing Covid situation and travel restrictions between the UK and USA. Despite your emails instructing customers who didn't book directly to have their agents contact you, I have been unsuccessful in getting a response from my agent. We wish to postpone our trip to the same dates next year, from October 22nd, [redacted], to October 26th, [redacted]. I have attempted to reach the agent around 40 times via email and phone, receiving only generic responses. Today, I received a message from them saying my flights have been confirmed with you and that no action is needed, along with an email from your team regarding Covid-related changes to my flights.

I am currently waiting for a refund from Virgin Atlantic for a flight on October 27, [redacted] (flight number VS-9 from Heathrow to JFK). My booking reference for this flight was FFP5V2. About a month ago, I spoke with a customer representative who assured me she submitted the refund request to the appropriate department. On October 30th, I received an email from the Refunds Department stating that my refund had been processed and indicated that I should expect to receive it within 1 to 14 working days. The refund was to be issued to my VISA card ending in [redacted], which is the original form of payment used for the booking. However, as of now, the refund has yet to reflect in my account. I am reaching out to seek clarification on the status of this refund, confirm if it was correctly sent to the designated account, and ultimately, resolve this matter promptly. Thank you. Ruth K.

I recently discovered a change in my flight schedule. According to the online information, I am set to arrive in Atlanta on December 7th at 2:07 PM and depart the following day on December 8th at 10:25 PM, arriving in London on December 9th at 11:05 AM. I expected to leave Atlanta on December 7th bound for London, but I am uncertain. If the flight to London is indeed scheduled for the next day, I would like to amend it to December 7th as I have prior commitments including connecting flights and a non-refundable hotel reservation. The ideal flight for me would be VS4044 on December 7th at 7:46 PM.