Virgin Atlantic Holidays Reviews 

I always go in store to book my holidays with Virgin as I like to use the same advisor who helps check seat availability and always has insider tips!

Jasmin was superb. Super quick. Super efficient. Virgin never let you down.

Serious concerns about how Virgin Atlantic handled a sexual harassment complaint – VSCR-00497672 / Email 0026710695

I am writing on behalf of my family member, Miss Wilson, who has spent the past four years trying to obtain closure following what she reported as serious sexual harassment onboard a Virgin Atlantic flight.

Miss Wilson reported that a male passenger touched and stroked her hair, repeatedly leaned over her seat, made unwanted sexual advances towards her and invited her to the place where he was staying in Jamaica. She became so distressed that she was crouching down in her seat trying to make herself invisible. Another older female family member travelling with her witnessed her distress and took photographs during the flight.

The passenger also told Miss Wilson that he was a friend of Richard Branson. At the beginning of the flight, while the aircraft was still airside and before take-off, he made his way towards the area where the pilots go. Miss Wilson says he was not stopped or told to return to his seat, and she has never received a satisfactory explanation about what happened.

Virgin Atlantic has stated that the passenger had consumed an excessive amount of alcohol. However, Miss Wilson’s account is that he continued to be served alcohol until approximately six hours into the flight, when she herself raised concerns.

Despite the seriousness of what she reported, Miss Wilson says she was not moved away from the passenger, was not given meaningful advice about reporting the incident to police or airport authorities, and has never received meaningful contact from senior management.

She initially accepted an apology and £400 in flight vouchers while she was extremely distressed and simply wanted to put the ordeal behind her. She does not want to fly with Virgin Atlantic again. She has since lost her job, has struggled with the impact of the ordeal and needs additional therapy and support.

She has sought £2,000 as part of an attempt to bring this matter to a meaningful resolution. Virgin Atlantic has refused and continues to refer to the £400 flight vouchers.

There is also a wider issue that I find deeply concerning. The passenger specifically told Miss Wilson that he was a friend of Richard Branson. I am aware of the publicly reported photographs, correspondence and other material concerning Richard Branson, Jeffrey Epstein and Ghislaine Maxwell, including reports concerning interactions involving Necker Island and Epstein’s private island.

I am not suggesting that an association or photograph, by itself, establishes wrongdoing. My concern is that, given what this passenger told Miss Wilson about his relationship with Richard Branson, and given the wider public record surrounding Epstein and Maxwell, Virgin Atlantic should be taking extremely seriously any complaint involving an individual who presented himself to a passenger in this way.

What I find particularly difficult to understand is that, despite everything Miss Wilson reported, neither Richard Branson nor anyone from senior management has contacted her personally to acknowledge what happened or demonstrate that her concerns are being taken seriously.

Miss Wilson does not want to drag this matter through court. She wanted a private and fair resolution. Unfortunately, four years later, she is still trying to obtain meaningful acknowledgement and closure.

As her family member, I have become involved because I have seen the impact this has had on her. I have previously been involved in women’s rights activism, and I will stand beside Miss Wilson and seek justice for her.

We would much rather see Virgin Atlantic resolve this privately and appropriately. But if the airline continues to refuse to meaningfully address what happened and the impact it has had on Miss Wilson, I will support her in pursuing the appropriate legal options and making her experience and the way she has been treated publicly known.

Miss Wilson deserves to be heard, supported and treated with dignity.

From the moment I called to get information about a very last minute holiday, Personal Holiday Advisor: Callum Lewis was extremely helpful and knowledgeable. He was also very patient! He helped build the last minute deal and put our minds at rest immediately. The whole process was easy to navigate, book and pay. He even selected our seats for us!

Warning for anyone booking a Florida package through Virgin Holidays. We booked a 17-day family holiday face-to-face with Virgin, with 10 days at Disney followed by 7 days at Universal. Virgin issued our 14-day Universal tickets from the first day of the holiday, meaning they expire before our Universal stay ends and we have been left without park tickets for the final days of our holiday. We were never clearly told this would happen. Despite repeated calls, texts and requests for a manager, Virgin’s USA customer service team has left us stranded with no meaningful response, and we are potentially facing around $1,400 in additional ticket costs to access the parks we believed were included. An extremely expensive family holiday has been overshadowed by shockingly poor customer service and a complete lack of ownership from Virgin. Do not book park tickets or Disney/Universal park packages with Virgin Holidays. I’m now pursuing Virgin for the cost of park tickets for the shortfall of our holiday through the UK courts.

Flights were excellent.
Villa was filthy with rats running about the front porch (video available),.Complained on multiple occasions nothing done.A token offer on return of £150 deeply insulting.We asked for staff to inspect the house and got nowhere.So disappointed.

Virgin and Terminal C at MCO, Orlando.

Virgin have recently moved into this terminal and unfortunately the terminal is not fit for purpose.
Virgin are well aware of the issues and are doing nothing to help their customers.

We landed at 6.10pm on the 11th of July. We were told to go to belt 67 to collect our luggage. Hours passed and very few cases had arrived. The London flight that arrived a few hours before us were still waiting bags and there was a 3rd flight at same belt too.
Around 3 hours after we landed we were told to clear the arrivals hall and go through immigration to await our bags on the other side.
My husband and brother in law remained in the airport for 7 hours in total. We received 0 bags out of 5.

This is just where the farce begins. 2 days later the bags were collected by us after being given the run around and told to go to terminal A, terminal C and then the loading dock.

Virgin are not apologetic in the slightest and from Facebook groups I know the same issues are still happening 6 weeks later.

This shouldnt have happened once never mind numerous times over and over again.

Once they have your money they couldn’t care less about you.

Unresolved complaint is now with arbitration

A huge thank you to Dottie for sorting out our travel requirements when we wanted to make a few additions! Very speedy and professional service.

Wanted to change my flight time and Chloe at MK was really lovely in communicating with me and answering all my questions.

Went into High Wycombe store today. Heidi at Virgin was truly an amazing help. Friendly and very knowledgeable about Florida. She assisted us with our holiday and now have booked again though Virgin. We are so excited

Great if you want to be on hold for hours. Told 'I don't know how to book excursions'. Website doesn't work. Told the CS system doesnt work. Save yourself a great deal of hassle and avoid this once acceptable company.

Disappointed, as we made an expensive holiday booking and discussed an allergy requirement with the in-store rep, and once booked, we were notified that gluten free meals cannot be provided on board the 11 hour flight. It would have been very helpful to mention this at the point of booking and before we decided to upgrade both flights. I emailed customer services who sent me round the houses for months, then they were unable to locate the information of my complaint. I had to provide the details again. I've received an email basically just apologising and saying that they understand if we choose a different holiday provider and that the team can assist whatever we decide to do with the booking. I'm not too sure how that would work, as the deposit is usually not refundable, so again, not the most helpful communication. Talk about making repeat and loyal customers feel valued! Laughable but not in a good way :(

Yasmin was very helpful and patient.

Disappointing flight with no child’s meals provided on either outbound or inbound flight, long haul flight to Orlando this wasn’t at all ideal!!
Building work taking place at hotel which we weren’t notified about and was handled extremely poorly by hotel staff.
Sent email complaint to Virgin which included other minor niggles, 6 days ago with no response at all!

After weeks of debating of going to America and hours of searching over the Internet on the best possible options. We decided to go into virgin where we met Chloe, she was so helpful and gave us a completely different approach on our holiday which worked for not only us but our two children we got a better deal than what I looked over the Internet for hours on end and a better understanding on how we booked our holiday. Thank you so much for all your help.

Another great experience with the staff at there high Wycombe store where Heidi has put together a amazing bespoke package for us
Nothing to Much trouble and communication has been amazing

I booked a holiday with Virgin Atlantic Holidays and, despite my own email address being recorded as the primary contact, the booking confirmation was sent to an additional historic email address belonging to my ex-partner.

The email contained passenger names, travel dates and accommodation details. This was particularly serious because children in my care are travelling and the information disclosed effectively revealed where we would be during those dates.

I want to be very clear that the in-store booking experience itself was excellent. Olivia was professional, understanding and took the time to meet our requirements. My complaint is about what happened afterwards and, more importantly, how it was initially handled.

When I first raised the issue, Virgin explained that the additional email address had been associated with previous family holidays. In a later response, I was told that staff “seemed to recall” that the email address had been confirmed and that, because I was “understandably in a hurry to leave”, this was perhaps why the additional address had not been identified.

I found that response extremely disappointing. I was never made aware that a second email address was still attached to my customer profile, and I was certainly never asked whether that historic address should receive information about this new booking. The suggestion that my being in a hurry had somehow contributed to the incident felt like responsibility was being shifted onto me rather than the problem being properly acknowledged.

There was also nobody named Alice travelling on the new booking, so I could not understand why an historic email belonging to someone who was not a passenger or involved in the holiday arrangements was being sent our booking information at all.

I escalated the matter to the Area Manager. Following a technical investigation, Virgin then confirmed in writing that they had identified a system error which caused the booking correspondence to be sent to the additional email address. They also confirmed that their technical teams are now working towards a permanent solution and that an additional verification step has been introduced into their booking process.

So, after initially appearing to suggest that the issue may have resulted from me being in a hurry, their own investigation ultimately established that it was a system fault.

This incident has caused genuine safeguarding concerns for my family. I have had to seek advice from my solicitor and consider what steps may be necessary because information about the location of myself and children in my care during specific future dates was disclosed to someone who should not have received it.

Virgin have changed my booking reference, removed the historic email address and offered to change my holiday dates without a change fee. However, the dates we booked are the dates that work for our family, and I do not believe we should have to rearrange our holiday because of a failure in their own system.

What has shocked me most is that, despite now identifying a system fault and acknowledging that changes to their processes are required, the correspondence I have received appears to treat the matter as effectively resolved with an apology and preventative changes going forward.

Those changes may help prevent this happening to someone else, but they do not address what has already happened to my family or the distress and safeguarding concerns it has caused.

I am extremely disappointed by the initial lack of accountability and by how much escalation it took before the underlying system failure was actually identified.

For a company handling passenger details, children’s information, travel dates and accommodation details, I would expect data protection and verification procedures to be treated with the utmost importance.

At this stage, I do not feel the seriousness or impact of what happened has been adequately recognised, which is why I cannot give this experience anything other than one star.

Recently went on family holiday to Orlando and used a virgin recommendation to stay in Sonesta ES suites international drive.

Hotel room poor with lots of equipment that didn’t work, chest drawers broken, fridge not working properly, main lights not working, tv control no working, mould on ceiling in ling room along with cobwebs, surface dust on arrival.

Not what you need to start dealing with on arrival from long flight having paid an expensive price for tickets.

Reported to three people hotel reception who would not change room, booking office in uk who referring to USA reps who I reported to but just the generic response photos and video taken to proof issue.

We expected better from Virgin who pride themselves on higher standards.

We visited a few travel agents in Norwich, the experience provided by Evy at Virgin was by far the best, welcoming warm attitude.

Friendly welcome , staff down to earth and personable . Rachel was great . She took the time to understand what we were looking for and was very thorough in searching out the right flights & car package . Made the whole experience even more exciting. Her knowledge was second to none.