Seat number: 46A   Flight date: 2009-6-2
Another thoroughly disappointing flight. I note that Archie is rating Virgin as being excellent from the front of the plane and I am sure that is a different ball game. With 5 days another bad flight provided by Virgin. The A340-300 used on this flight had no video on demand and I was subjected to hoping the film would start so that I could watch it. Otherwise I spent the time endlessly flicking through the channels and watching bits of the films. Small screens, shabby controls, not even the correct schedule of movies in the magazine. How can the airline that brought in-flight entertainment to the fore have ended up providing some archaic number - cost cutting??? Terrible!! I think the same was true of upper class and Premium economy for the in-flight entertainment and I would certainly have not paid for this service had I known what it was going to be like. Unless you want to fly retro - this was RUBBISH!!! GET A GRIP VIRGIN!!!!

Seat number: 54A   Flight date: 2009-5-27
3 hours to get a drink!!!! Virgin may have managed to double their profits during the last financial year which is an achievement in itself, but it is obvious that the cost cutting is impacting the service which Virgin have previously been known for. The food was disgusting. The service slow. The recently added VS239 and VS238 flights to and from London and Hong Kong to add to the routes used to be empty but Virgin are now using the A340-300 as opposed to the larger A340-600 which is used for VS201 and VS200 which are the night flights. Can Virgin retain clients at this rate in the new financial year? Really disappointing!!! Also, if you buy your tickets through an agent, you are really treated badly with upgrades etc - where's the customer service gone?

Seat number: 46C   Flight date: 2009-6-2
Virgin is usually celebrated for its innovation and the airline is currently celebrating 25 years of it; unfortunately, my flight from LHR - HKG was a big let down on this score. This route is highly competitive and I choose Virgin because a) they were priced well and b) I knew I'd get good films and TV programmes. However, the plane I flew on was 1 of 4 Virgin Atlantic planes that has not been refitted, which means seatback screens are small and there is no on-demand entertainment. There were probably 6 films to choose from, but they ran on a reel that took over an hour to reload between showings. This was incredibly frustrating. We had all been offered upgrades to Premium Economy at Heathrow for an additional 250 pounds. I'm extremely glad I didn't cough up as the entertainment throughout the whole plane was clunky and out-of-date. I had also ordered a vegetarian meal prior to flying online, which never showed up. Fortunately, I had planned in advance and bought myself a salad to take on-board at Heathrow. A shame to have had this experience, esp. after a very bad flight in the customer service stakes a week before on the HKG - LHR route. More on that to follow.

Seat number: 2k   Flight date: 2009-3-26
I want to write and say how AMAZING VIRGIN FLYING CLUB are!!! They remembered my birthday - and sent a beautifully wrapped box of cakes! No other airline does this! It is simply phenomenal. Sir Richard Branson. I applaud you!

Seat number: 2K   Flight date: 2008-12-23
The Joy of Flying Virgin! VS251 Shanghai/London 23 December 2008 I have always enjoyed flying Virgin Atlantic, simply because the airline has always tried to go that little bit further to give the passengers an “experience” rather than simply being herded around the sky from departure to destination! This is not an advert for Virgin, but this is just to tell people how the ‘little things in life’ really do have an impact on whatever one does, and how these ‘little things’ transform what is one’s expectation to create a lasting impression! Travellers need to be empowered and champion such small events! Arriving at the new Terminal 2 at Pudong International Airport at 7.30am is impressive. As it happens, I am flying Upper Class to London as I am a Gold Card holder. Looking for the Upper Class check-in line, I notice there isn’t one! I am directed to this smart looking section in the middle of the airport which has VIP’s marked over the entrance! The hassle of queuing has been removed, and I am asked to sit in comfortable surroundings whilst the attendants prepare my boarding pass! I am then ushered out of the back of this enclave which brings me to the front of the Customs and Immigration section. How clever I thought! The Lounge is not one of Virgin’s own ones, and is shared with many other airlines – but it is fine, and nothing further to report. Boarding is ontime and orderly. Once in my allotted seat, I am offered the customary drinks, and “bucks-fizz” seems to be appropriate for the long flight to London to set the tone! The usual safety demonstrations ensue, and Captain’s welcome providing all the flight information, directing us to the Routing Map should we require further flight progress enroute. Maxine Radision, the Flight Supervisor, introduces herself to me sitting on the small stool. I ask her “why are you not wearing a black shirt?” (Having travelled so many times on Virgin one gets to notice these points!). There was no response, but I was asked whether I would like to move to a seat nearer to the arrival door! ‘What a strange question I thought!’ and made some inane comment like “why do you consider me too old to be able to wait to get off?” Stupid I thought after I made it! Maxine was polite enough to ignore this remark, and say that it would be quicker for me to get off on arrival! I said that was not necessary, so she so continued her welcome and carried on with her duties. The rest of the normal efficient service continued. Great wines in abundance, reasonable food, excellent films and entertainment systems. Watched three new films tried to sleep, but failed. Wandered to the bar to see whether there were any like minded passengers, but most seemed asleep, so nothing going on there! About one and a half hours before landing, Maxine is back seemingly nervous and clutching a piece of folded paper! Sits down and says “I’m not the Flight Supervisor, that’s why I am not wearing a black shirt! I’m standing in for the person as she did not turn up at Heathrow on the outbound flight!” I said that she should be, to which Maxine said that this was her ambition, and I made some other comment wishing her success in her endeavours and that she deserved the position based on her excellent management. Maxine then asks “Is there anything special that you would like on this or any other flight?” I am amazed! Being suspicious, I ask “Why?” She explains that I have been singled out for special VIP treatment as I have been such a loyal and regular Flying Club member (since 1991) and that I have completed a vast number of sectors this year and this is something that Virgin have introduced to further enhance the flying experience for loyal passengers. I am ‘gobsmacked!’ “What can I have?” Maxine replies that basically anything that I want will be made available on every flight in the future! “Like what?” I ask. Maxine goes onto explain that some passengers what special tea on boarding, others want to board first, or a special paper on arrival. Something small that really makes one feel different and cared for. This made the flight, and I will always remember this event, as it is so simple, and shows that Virgin really does try and stand out from the crowd to go that little bit further. Something that we all have to do in these tough economic conditions. I am really impressed by Maxine, and Virgin for this small, but significant act. Thank you and I wish you all a truly Healthy, Happy and Prosperous New Year.