Virgin Atlantic Holidays Reviews 2,188

From the moment we went in the store we felt like VIP's. Emily and another member of staff sorted out all our problems in respect of our phone app, they also told us to come back before we go away to finish off all the details for our trip to Orlando. The best bit was being offered complimentary drinks to go with it all. Thank you to all the staff at Trafford Centre.

We booked a package holiday with Virgin for next August for our honeymoon and were informed yesterday that our flight out had been cancelled. We were given some initial options- pay £790 For an extra night, move our holiday out by a day (meaning we’d have to take extra annual leave that we don’t really have) or to cancel it (which we don’t want to do as we’re so excited to go). We then said we weren’t happy with these options so were told that we could shorten our trip by two days (not really a choice we want to consider) or eventually they offered to pay half of the £790. Considering this was a cancellation from them; we don’t feel like we should compromise- especially on such an important holiday. Not happy.

Gemma is always so very helpful (partridge)

We booked a holiday my first in 8 years and my friend’s first in 13 years- we booked with Adam Sayles at a branch of Virgin holidays in the Arndale Centre in Manchester. Firstly the lounge which was included in the holiday was dreadful the No1 lounge in Heathrow Terminal 3 is awful- no decent food, grim toilets the focus is on alcohol really it needs closing down and refurbishing- we left as quickly as possible- onto the flight which I was looking forward to as we’d clearly expressed to our Virgin Holidays travel consultant that we didn’t want to fly economy so we were advised that premium was the way to go - how wrong that was - row 22 seat D first impression was the awful smell from the toilets - the seat had some sort of metal post on the floor so I couldn’t put my bag under the seat or my feet - the person in the row in front who had no one in front of them still reclined his seat into my face for most of the flight so I needed to limbo in and out as there was barely any room - so much for the extra room claim - also I did look in economy and there were more than a few people lying flat on 3 seats sleeping wrapped in blankets better off than us in premium and having paid considerably less for their 1 economy seat - also on our return flight I noticed a man in seat 22 F picked up a blanket and said he was off to find a bed to lie down he was found in economy! so it’s not just me who found premium lacking- the only difference I could see was we had some white plates and cutlery apart from that there’s no difference between premium and economy except the price of course - interesting fact too I learned the juice they serve, the lukewarm concentrated orange from a carton is the same as is served in upper class (sometimes there is a fresh juice for breakfast in upper but it’s the same food from the same factory)
I think I stood much of the way of the 10 hour flight - never again - so our lounge and flight as arranged by Virgin holidays was so bad I wanted to go straight home and almost did.
Lastly the man in front of me got preferential treatment as his partner was working on the flight - so he got a biiiig bottle of water when everyone else got a tiny glass and a seat we’re told normally blocked off for people with special needs and sky cots (!) he was a 30-40 old man - his seat had different footrests to all the other seats. I guess it’s who you know with Virgin and the rest of the customers don’t matter. I tried to contact Virgin whilst away but all I got was Sally in Los Angeles who said regarding a refund “well THATS not going to happen”. The executive office don’t care either. P.s I spoke to other travellers on my flight back who had complained to Virgin in the UK call centre and were in premium for £150 a seat - explain that to me Virgin?!

We hadn't booked a holiday abroad for over 19 years & although you can do this from the comfort of your own home I really wanted someone to take the strain out of our once in a lifetime (for us anyway) trip.
We popped into our local Virgin Atlantic shop (Merry Hill) & met by Leia Cox who was absolutely fantastic.
No trouble to go through various flights dates & hotels that fell inline with our holiday dates. Even days later when we had to potentially move the holiday to a week later, this was no trouble at all & Leia had quickly made these alterations to our quote & she was always very quick to get back to us.
When we finally visited to book, Jamal took us through the booking stage & got our family dream holiday sorted for us. Jamal gave us some great tips on how to get about on our holiday as we didn't want car hire & this was very much appreciated.
Leia & Jamal also made follow up emails & calls which you rarely get these days.
We can't wait for our holiday now & made much easier booking with Virgin Merry Hill.

On arrival, I was warmly greeted by the Virgin Personal Travel Advisor whose name was Stephanie.
Stephanie was very professional and guided me through my booking ( which was a challenge).
Even once I had booked I was kept informed throughout the day about my booking as there were a few finer details that needed resolving.
Again would definitely recommend visiting the Virgin Store located in Next in Cardiff.
Once again thank you Stephanie for your assistance today, and making the start to our holiday stress free

Kate Hester was amazing. So helpful, offering fantastic advice, and really going the extra mile. Very grateful. Thank you.

I spoke to a lovely lady called Kara on Sunday 19th October around 10:25am. She was absolutely fantastic! She went above and beyond to help me.
She communicated clearly, was prompt, professional and friendly. She also solved the problem I had which is very much appreciated.
Please make sure she gets the message that she’s fantastic and a huge asset to your company.

Lacey at the Bluewater branch was absolutely amazing . Made our booking experience so easy . Lacey was full of information and tips and so helpful . Highly recommend and will definitely go back to Lacey again .

The booking was made very easy and consultant very helpful and excellent communication very happy with service

Great service with booking our fly drive holiday to California. Amy at the Meadowhall store was really helpful and responsive as we changed the itinerary round a couple of times. Would recommend Virgin to anyone.

This is an update regarding the lovely people at the executive department at Virgin holidays that was a joke. I booked aThis is an update regarding the lovely people at the executive department at Virgin holidays that was a joke. I booked a holiday with Virgin holidays I had issues with a direct debit trying to change the date. I had an email address sent to me by Virgin holidays regarding the direct debit department. I emailed on several occasions with no response. I then called customer services. Also send an email again no response. I then got in touch with the executive department who basically told me there was no such email address really calling me a liar. I sent a screenshot all this is on emails between us both. She then come back with. Oh yes that’s not monitored well bit confused cause you said it didn’t exist so because of the lies and the deceit I decided to cancel my holiday Virgin and go with British Airways much better company much better customer service people who treat and look after their customers. I’ve been several times with Virgin. I would never fly with them again ever disgusting absolutely disgusting on cancelling my holiday. I was told on a recorded call I would have a refund in one to 14 days that’s right one to
14 days after 89 days I received a message telling me to go to a Shakira link I couldn’t get on this link as I was in a different country. The response I had of Virgin was all you’ll have to wait till you come back home really so if I was home for six months, you keep my money for six months yeah they just don’t care so I finally got on the link And it was asking for bank details bank details they had we all know that when you get a refund from a company that you both signed off. They just refund back to the account not virgin holidays they wanna try and keep all your Millie as long as possible so I’m contacting the executive department. I was told it been resolved and my refund was in process and I explained to them I was told originally one to 14 days after eight days you send a link now is telling me I’ll get the refund 7 to 10 days that takes me over my 14 days But they just couldn’t care less couldn’t care less. They got your money. Monday is the 14 days until today I’ve still not received a refund so I won’t get it now. I doubt I’ll get it Monday to be honest they really are disgusting people Richard Branson should be ashamed of yourself. This was never the company that I’ve previously gone on several holidays with and I will never ever ever and we never book again, but Virgin don’t care they do not care so this is just an update because they’ll send a link saying always been dealt with no it hasn’t. It doesn’t be dealt with he lies and deceit hasn’t been dealt with and he keeps saying refund takes 14 days then why did you tell me 1 to 14 days I would have a refund. You really are disgusting people and I will never ever get involved with you or your company again. In regards to the response from Virgin as you can see same load of rubbish not one answer in regards to what was discussed they hide behind everything. I’m glad I will never book with these again ever.

The booking process has been a breeze all thanks to Miriam Khan-Sheikh she not only dealt with my booking but all the guests for my sisters wedding she booked everything for us. She was very quick to respond to any questions we had and made the whole process easy so thank you Miriam

Miriam was so helpful with booking our first US holiday. She was very professional and catered for everything we wanted. Thank you so much Miriam.

I have booked this holiday as a package and they have moved my outbound and inbound flight already a year in advance. They don't consider 2 hours 20 minutes later coming home a significant delay, bear in mind its a night flight. They have not been helpful, they tried to charge me £100 but waived it now they will move my flight to 7.30pm when it was originally 7pm but cannot guarantee the seats I've paid for I would have to pay again! Then I've been told to raise it with Virgin Atlantic when I've booked a package holiday with Virgin Holidays, its their carrier! I am livid, £5,500 I've paid for this experience. I have asked for their complaints procedure 3 times on the chat and he keeps asking me to click on links or raise the issue separately with the airline. The chat assistant was useless and unhelpful just book passing and just keep adding on charges when they have made the changes

We made a very late booking to get into the same hotel, same flights etc as family. Rowan (Braehead) was fantastic in sourcing everything for us.

I have sent a number of complaints including a review on this site and was told to forward all emails to them. I sent this on the 14th September and still no response. Please avoid Virgin Holidays as they do not care about there customers its all about the money. I spent over £13000 for my family's holiday in August 2025. I have sent a number of emails to there feed back site but still no response.

Joanne dealt with us very efficiently as we did have quite a few questions she seems very good on anything Orlando based and was very professional

Heidi, was a great help and very informative regarding our booking.

I love flying with Virgin. The booking experience direct with customer services is by far the best way to get things done. I’m a firm believer that seat pitch on long haul should be 34” for all economy. As a tall person I have no choice but to go for Economy delight that has 34” pitch. I appreciate VA have to make a profit but maybe all young travellers could sit together in the smaller pitch seats make friends and have fun?????
Overall I got what I wanted with the help of a lovely lady on the phone/email.
Las Vegas here we come!!!!!