Virgin Atlantic Holidays Reviews 

We tried booking a package holiday online, and the payment screen crashed on the site. This money was taken out as pending, at this point we were concerned as there were no booking confirmation. We rang up straight after to explain the situation and was told 24-48 hours the money should come back in. At this point they never mentioned any working days.

We rang back monday again to ask as the money had still not come into the bank. The service rep answer changed again to 48 - 72 hours on a working day. They also said they would put in a request with finance to reject the transaction to speed up the time it took.

At the time of writing this review, the money has still not come into the bank. We have rang again as it is had reached the time frame given. The customer rep on the third time gave another different answer saying 7 working days and to speak with the bank.

It took 20 minutes on being hold each time and no apology was given for the system error on the site. There has been inconsistent answers from the staff each time and has been a poor experience. Never had any other issues booking online with other airlines. When flying with virgin we usually go in store but with other priorities we decided online.

Would not recommend using the website to book holidays at home with it being glitchy and inconsistent customer service answers. We are now waiting for the money to come back in, but the hotel we wanted is now selling out for the dates we wanted.

Great customer experience Stephanie at the Cardiff branch was very helpfull and friendly a real credit to the company.
Stephanie went through all the diffetent room options and used her experience to guide us to the best option for us at the Royal Sandals Barbados.

Shauna has been fabulous and really listened to my needs and requests.
She is really personable and super helpful finding the perfect holiday at the perfect price.

I’m so happy with Shauna and the service she provided for booking our holiday.

We’d just like to give a huge shout out to Connor Gregory at Virgin's Merry Hill store for the invaluable, friendly, and knowledgeable help he gave us when we were trying to choose the right holiday for ourselves.

We’d already done a bit of homework on Virgin Voyages but didn’t know how to join it all up into the package of Virgin Atlantic flights and hotel accommodation either side of a Miami cruise.

We’d also already been on a Virgin holiday to the Maldives earlier this year, so we had quite a few Virgin points available to use if possible but didn’t know how this would work either.

Connor was just brilliant in taking on board what we’d already found out, answering our questions with easy-to-follow information, being able to fill in the gaps and come up with suggestions that really helped us to home in on our cruise holiday.

Connor’s knowledge of the cruise ships, itineraries, entertainment, packages (well everything really) was great. Enabling us to compare Virgin Voyages experience against other cruise lines we’ve sailed with before (Royal Caribbean, Disney and MSC).

We had some follow-up questions over the next couple of days which were quickly answered via email.

All in all the whole booking experience was very informative, straightforward and ‘fun’ 😉 - Thanks.

Amy at the Meadowhall branch has been amazing, from helping choose the hotel to booking our plane seats.

Jaspreet has been amazing, unfortunately I’m not sure what store he is from as I have been dealing with him directly via email. He originally helped us last year book Orlando for 2027 however due to expecting a baby we have to move this over to the following year. He proactively contacted me as soon as the dates were on sale, and had the patience of a saint whilst running different dates to get our party the best price. Thank you so much Jaspreet for all your hard work you have been an absolute star ⭐

Very disappointing experience with Virgin Atlantic Holidays. As a first-time user of a Flying Club reward voucher, I was given unclear and contradictory advice. I was told to pay off my holiday before anything could be done, only to be told afterwards that because I'd paid in full, they could no longer apply the voucher. I also ended up paying more for the holiday after the price later dropped. Despite explaining everything in my complaint, Virgin refused to take any responsibility or offer a goodwill gesture. Very poor customer service and a frustrating experience. Sent a email about this problem still no reply after a week ?

Lucy at Virgin holidays couldn't have been more helpful with my booking and all of my questions.
Really good to talk to.

well done virgin, Stephen Smith did you proud. He graciously found us different flights home from Honolulu. A partner airline from Honolulu to mainland u.s.a wanted us to make two changes. virgin and Stephen made sure we only had one change. thankyou so much

I have just changed my booking to upgrade using points,I phoned a few times and got through to colleagues that didnt really know what they were doing.
Until!!!! I got through to a colleague called Lucia.
Well all I can say is well done Virgin Holidays for hiring such a brilliant team person,she actually sorted everything for myself and my husband in a calm professional manner,absolutely amazing.
I want Virgin to know that she is one of the best colleagues there,and i have spoken to,and we want her to be recognised!!!
Once again thankyou so much Lucia for sorting our holiday to Orlando in May 27....so very much appreciated.

I’m not one to write a review normally, but I had such wonderful help and service from Caitlin within the Virgin store in Morfa,Swansea it would not have been fair not to. She was so helpful , patient and really went above and beyond to help us. I’m delighted with our holiday choice and would thoroughly recommend going in store for help. Thank you so much Caitlin you are a star !

We booked our two-week Disney holiday with Virgin Holidays expecting a premium experience, but we were left thoroughly disappointed by our trip, which concluded when we flew into Heathrow on Tuesday morning. First, we discovered our hotel was undergoing maintenance. Virgin only notified us a week or two before departure. While other holiday companies accommodated their guests, Virgin refused to be flexible.

The outbound flight to Florida in Premium Economy on an older plane was pretty good and felt better quality, with great seats. However, the return flight to Heathrow on a 2-year-old A350 on the 22nd June was a completely different story. The Premium Economy cabin layout lacks any privacy; the seats almost fully line up rather than being staggered.

To make matters worse, the seats we booked months in advance were changed on the day of departure without our consent. We were moved from the back to the front row, right next to families with babies. I was in an aisle seat next to the Upper Class curtain, and both staff and passengers constantly whacked me with it throughout the flight. The crew clearly only had eyes for the "special people" within our cabin, leaving us feeling completely ignored. Social media has a lot to answer for regarding this airline's reputation.

The service on the return leg was incredibly poor. The main meal served to us—a Thai curry—was very dry and came with hard, dry rice. To add to that, we weren't asked for our breakfast order until 40 minutes before landing, leaving no time to actually eat. They were pushing the Greek yoghurt option, which I declined as I cannot eat that without something dry first. Meanwhile, Upper Class passengers were served 90 minutes before landing, and our family members in Economy were also served well ahead of us.

When I declined the rushed breakfast, the female crew member asked if I wanted a hot drink. I asked for tea, and she promptly brought it in an obviously very chipped, broken mug. This staff member's hostile behaviour was completely without warrant. It felt like I was clearly given the "naughty mug"—the type used to bully, intimidate, and put passengers in their place. This completely unacceptable behaviour still goes on behind those curtains, and cabin crew, still to this day, get away with abusing passengers, whether the passengers are fully aware of it or not. One day, they will go too far, and someone will get hurt or worse. I gave it straight back to her. She asked to make another one, but there was no way I was going to trust her after that. It felt incredibly spiteful and unprofessional. Thankfully, we landed on the morning of the 23rd, got off and will not look back. Never again.

Last year, we flew with BA to Orlando and wow, what a difference. Based on this experience, I do not recommend Virgin in any shape or form.

UPDATE: As you can see, Virgin replied as they always do, asking us to contact them, and as expected no reply.

We did a group booking in September 2025 for July 2026 other than endless hassles to resolve issues (as no direct contact to group booking) we still got split up as a group of 10 people with teenagers being allocated single seats far from parents and grandparents not only have our flight times been changed seat allocation have been changed over and over as for telephone contact now we have been on hold for nearly an hour
So much for making our travel experience good can anyone explain that this is exceptional service ?

Recently flew back from Las Vegas to Heathrow. It was one of the most uncomfortable flights we have ever been on. It seems more spacious on an easy jet short haul than this. We are booked to use virgin again in 2027 and honestly I’m thinking do we cancel we’ve heard such good things but we had the worst experience.

I booked my fortnight's holiday to Mexico with Virgin's Cardiff store yesterday afternoon and was blown away by the demonstrable efficiency and effectiveness experienced.

After all, it was just before 4.00pm on a Sunday, the phone was answered promptly and my requirements were noted, discussed and implemented well ahead of close of business. Impressive!

I was particularly taken by Stephanie Martin's diligence, engaging manner, and desire to please - which she did!

I’m extremely disappointed with my recent Virgin Holidays villa stay, especially after planning this trip for so long. The villa we were given was nowhere near the standard Virgin advertises.

The condition of the property was unacceptable. There were multiple issues throughout the villa, including damage and marks in several rooms that were far beyond what anyone would consider normal wear and tear. When I raised this with Virgin, I was told this was “normal wear and tear”, which felt dismissive and completely untrue given the state of the place.

Before travelling, I specifically asked Virgin to ensure the villa had a proper swimming pool. I was reassured that it would. When we arrived, it was immediately clear that this was not the case. The pool was nothing like what had been described or shown in the photos, and it was a major reason we booked this type of holiday in the first place.

We spent the first week trying to get these issues addressed, only to be told repeatedly that everything was acceptable. It absolutely wasn’t. The combination of the villa’s poor condition, the misleading information about the pool, and the lack of meaningful support from Virgin has genuinely ruined what should have been a special and long‑awaited holiday.

For a company that promotes premium service and quality accommodation, this experience fell far below expectations. I hope Virgin takes this seriously, because this is not the standard anyone should receive.
Happy to attach a few pics that shared and you can judge them for yourself.

Update have spoke with customer care and they said thanks for feedback and agreed regarding the standards have offered 3% of holiday for poor accommodation. Allow you to think if you think this is fair reflection of 2 weeks of poor standard accommodation?

Such an excellent service and Heidi was amazing

Poor customer service just fob you off call centre must be abroad as reply’s at 5am old planes falling apart and lots of excuses stay clear

The actual holiday was amazing, but the airline haven’t been good at all. We had a cancelled flight so we was told that virgin would get us hotels, but for some reason they couldn’t and told us to book our own and we would be reimbursed in full as long as we keep all receipts for all the expenses that we incurred. We went on Booking.com and found the cheapest one we could find it wasn’t the best hotel but it was only one night, we put receipts in for the hotel the Ubers and the extra night parking at Heathrow. We then had an email telling us that there was a limit on the hotels, no one told us on the day and we weren’t gonna get reimbursed for the parking that was an expense no fault of our own, we put no food or drink through and didn’t put loss of earnings either and an airline like virgin couldn’t even give all their passengers the full price of the hotel I think this is pretty disgusting

Nicola from the Trafford Centre was exceptional in helping us to book our trip to Vegas, New York and Bahamas.