Virgin Reviews 

Disappointing and Uncompassionate Experience with Virgin
I am extremely disappointed with my experience with Virgin, particularly their lack of compassion and customer care in relation to serious medical circumstances.
I was diagnosed with breast cancer and required surgery. Despite providing this information, Virgin refused to change my flights. At an incredibly stressful and emotional time in my life, I expected understanding and flexibility, but instead I was met with a complete lack of empathy. This added unnecessary pressure during an already difficult period and made me feel like my situation simply did not matter.
Additionally, on the return flight, the behaviour of one cabin crew member was unacceptable. The attendant was rude and abrupt when dealing with my sister, refusing to give her a drink until she said “please.” My sister had already said “please,” but the attendant claimed she hadn’t heard her and continued to act disrespectfully. The interaction was uncomfortable and embarrassing, and the manner in which it was handled was completely unprofessional.
I expect better from an airline that promotes itself as customer‑focused. Compassion, respect, and basic courtesy should not be optional—especially when dealing with passengers facing serious health issues. Unfortunately, this experience fell well below acceptable standards, and I would think carefully before choosing to fly with Virgin again.

Didn’t take long for the Virgin/O2 merger to spell disaster for the O2 community. £2.50 price hike on my O2 mobile account is shocking.

Luther in virgin customer service- collections the rudest rep I’ve ever dealt with very unprofessional.

truly awful company, useless, takers ages to speak to anyone online. stuck in contract for 18 months that doesnt even cover half the house with wifi. overpriced and poor wifi. cancellation fee to leave before contract was over £200. shocking

Worst customer service ever. Apparently I set a 15 character memorable word when I opened my account. Without it I can't speak to a human. I'm not sure I know any words that long :p
The chat people are sooooo slow. The chat does not work well on a phone I can't see what I'm typing while I'm typing it. Maybe that's just my phone but it's never happened on any other chat service. After explaining the situation for 30 minutes they ask me for the password I have repeatedly told them I don't have. Just when they are about to ask me some different security questions, hallelujah it's not that hard is it, I loose the chat because I keep having to scroll up and down to se what I've typed and I hit the back arrow accidentally. An hour of my life and a hair that is now grey that I will never get back. Go elsewhere. Richard Branson does not care about you. By the way I moved house to a house that already had virgin, no installation was needed, a simple few clicks on a computer in resonse to my form filling but they didn't even manage that and they shut off the internet at my old address earlier than stated. My teenagers were so happy. Instead they completely restarted my account instead of just switching it across and I've payed all the initial extra charges and I'm stuck with them for another 18months unless I pay extortionate exit fees.

Our multi trip annual policy is near due for renewal, but we have received a message saying that Virgin will not renew it. We are oap's but not yet 80, nor will we be during the next 12 months and we have not made any claim on our existing policy. Nor have there been any changes to our medical history.
If they don't want to insure us, does that mean they don't want us to buy their broadband, tv or fly on their airline?

My elderly neighbour found a wallet which contained some cards including a virgin bank card. They were one of 5 cards and 3 were from the banking industry. I rang the other 2 and they refused to help locate the owner to inform them that their wallet was in safe hands and and pass on my details to arrange collection. Virgin bank however did this in a timely manner saving the customer having to change all his cards etc. Including a driving licence card ( unfortunately only name on it and was impossible to get contact from it or through the dvla) so well done virgin for going that extra mile to help a customer 👏

Appalled. Not very good.

Fantastic customer service following a massive ticket issue when scammers purported to be Travelagents

Happy! the best,

Thank you thank you thank you thank you thank you thank you thank you thank you thank you thank you

Flights booked 9 months in advance cancelled due to illness - credit had to be used within 12 months of original purchase so only 3 mths left and then the rebooking fee was $99 per person each way. The credit was for $179 each! Name change to transfer the credit was another $99 each. So $700 wasted. It took them over a week to respond - I wonder how long it would have taken for them to just change the name in a computer and make the credit useful? They blamed Virgin, Virgin blamed Webjet. In what other industry can you charge a $99 fee to change the name on a document?

Worst company in the world slack communtion .No English speaking people virgin went good to bad to useless .cheap labour going cost you we are sick of unproffesionaly virgin.

Flight 15.12.23 Cannot fault Virgin. The whole crew were amazing including ground staff. Special Assistance was there for us. So sad I will not be flying again.I would not fly anybody else. Goodbye our Virgin friends........ I have not flown for a while since the 747 was decomissioned. The Jumbo was a force to be reckoned with. An armchair in the Sky. But they were not economic to fly. The flight deck crew mostly are RAF trained the and Cabin Crew are hardworking and efficient and on one occasion a flight from Florida back to Manchester was delayed and we went on a Gatwick Flight. Virgin paid for us to get a taxi back to Stoke on Trent because my husband had a chest infection.On the flight, we were always given what we asked for ( Not Alcohol we are tee Total ). We have done Cathay Pacific and other long haul airlines when we were younger and they had terrible service. Now we are left with Dreamliners or Airbus ( that rattle like a box of frogs ), but so be it. I would not go anywhere near another Airline. It's been 4 years since we went away because of the Pandemic. So fingers crossed for this Christmas. An amazing airline we can't fault them. The date is wrong we haven't been away but could not leave a review otherwise

I recently had a flight where the flight attendants were very helpful and accommodating. However, I did have a concern regarding the seating arrangements at check-in. It would be beneficial if families traveling together could be seated together. I understand that it may not always be possible, but at least having seats close to each other or opposite would be helpful. In my case, as a family of four, we had three seats in the first row and one seat in the last row. It was quite difficult to check on my restless children, and I had to get up numerous times during the flight.

Booked flights with this lying Airline calling its self a FULL SERVICE AIRLINE that provides NOTHING!!!!even on a 6 hr flight !!! Unfortunately could not book another airline this time but will NEVER book with Virgin again!!!!!

I have applied three times for a refund for my ticket which I cancelled, and even written a complaint, but still nothing. I paid extra money to have a fully reimbursable ticket, but after a month and a half a have received nothing.

As I write I am in the second hour of waiting on a chatline to try to cancel my service with Virgin. There is no way to do it on the website. They get you to call a number, then say they are busy and it is a long wait but they can send you a link to do it, so they send a link and it...leads back to the original page on the website with the number to call if cancelling. There is the option to send a letter so I have written one, printed it and will send it by a tracked service so I know they have received it. The service when I was with them was OK but the prices kept creeping up and became a rip off. Hence deciding to leave. Am unsurprised that the actual process of leaving is so tortuous. So, I am passing the time by adding to the huge pile of negative reviews... I don't know if they bother taking note, but at least I can warn off any other potential victims

since we have had to have the phone throug the router it hasbeen nothing but trouble people ring us but we dont get the call if we are on the phone and someone tries to ring us they dont get an engaged tone they think we are not picking up the phone I am 90 years old and my wife is 88 and we are not in good health when we ring to make a complaint all we get is asking us to do things that we do not understand e mails take so long to answer and they they expect us to do things we do not understand. we have been trying to get an engineer out for the four time but dont get one we have missed important calls as well,

They Cancel my flight, make me lost a Hotel reservation and had to pay for a new stay. The day after also flight delayed with another bulsh#t reason.

Wow...! Just cancelled my Virgin media account. I was happy with the broadband but when contacting them via phone for other issues I was sent round in circles for 45 minutes. Eventualy when it was clear they wouldn't help I asked to cancel my account. She asked why cancel all if your happy with your broadband...They clearly don't think customer service is important...quack quack opps...