Complaints

This profile includes complaints for Virgin Atlantic Airways, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Virgin Atlantic Airways, Ltd.

  1030 Delta Blvd Dept ZZ4 Atlanta, GA 30354-1989

  
• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Ave Norwalk, CT 06850-3348

• 

  Virgin Atlantic Airways Ltd

  5758 W Century Blvd Los Angeles, CA 90045-5613

• 

  Virgin Atlantic Airways, Ltd.

  747 Belden Avenue Norwalk, CT 06850

• 

  Virgin Atlantic Cargo

  50 Harborside Dr East Boston, MA 02128

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23635905
  
  I am rejecting this response because:
  

  Thank you for taking the time to provide a timely response. I think ***** Virgin points per person is a nice gesture but is not enough to address the undue stress and out of pockets costs associated with Virgins mistake. I think it is fair to ask Virgin to deposit ****** into each of my husband, and my accounts and reimburse me for the $39.89 international call to Virgin on July 19th and the non-refundable $203.94 Viator excursion we missed. Please note viators excursion was refundable if cancel within 24 hours. In our case, our inability to check into our flight occurred after Virgins check in timeframe, Although I would of love to experience ******, securing assigned seats on the 6:50 flight was more important.  Please remember the original representative should not have given away our assigned seats before an e-ticket was secured for the earlier flight. Although I believe Virgin should of had safety protocol to prevent this mishap, I am shocked Virgins response to bringing this issue to their attention didnt warrant a more appropriate time sensitive response. For example, we could have been offered an even exchange to the 4:50 flight or a discounted upgrade to upper class on the 6:50 flight. Had any of those options been offer, we would have felt comfortable with going on our excursion because we have assigned seats. Again, I appreciate your willingness to work with me. I wanted you to understand my prospective of the misfortunate events that occurred because of Virgins mistake.
  
  
  

  
  Sincerely,
  
  ***** **********

  seat on the 4:50 flight if I would pay some outrageous amount because it was the day before the flight. I think Virgin should have waive any additional charges because it was Virgins mistake. But no offers to make me whole was offered. I was told I had no assigned seats and would have to get seats assigned at the gate. I still cant comprehend how a Virgin Atlantic agent can change my flight VS 137 to VS153 without issuing an actual e-ticket. . The representative did not attempt to call me back or send me an email.Doesnt Virgin have system protocols to avoid such blatant mistake or at least zero cost upgrade opportunity when such a huge mistake is brought to Virgins attention? I feel utterly disgusted with how I was treated by Virgin and I feel Virgin should compensate me for the horrible experience caused by Virgins incompetence.

  

  Business Response

  Date: 07/23/2025

  Dear Mrs Delmissier
  

  Im very sorry to hear about your recent experience with Virgin Atlantic regarding your return flight.
  

  Having reviewed the situation, I understand that you contacted us on July 9th to enquire about a schedule change and to see if it was possible to move to an earlier flight. The agent placed you on hold to check the availability of that flight and whether any additional costs would apply. Unfortunately, the call was disconnected while you were on hold.
  

  I am sorry that you did not receive a call back from the agent,as no confirmation was discussed over the phone, no amendments were made to your original booking. However, the earlier flight you enquired about remained visible in your app, which understandably led to confusion.
  

  Im sorry that you then purchased seats for that flight,believing the change had been confirmed. I can see that the refund for this has been actioned and is in process with our refunds team please be advised that this will go back to its original form of payment within 14 working days.
  

  It appears that when you attempted to check in, the presence of the earlier flight in your booking caused issues. When you called us the day before your flight, the agent advised that no official changes had been made.While a quote for the earlier flight was given, you decided to stay on your original flight due to the cost.

  While we would not have been able to honour a free of charge flight change, I do appreciate the upset that this must have caused to you both and as a gesture of goodwill I have added ***** Virgin Points into each of your *********** accounts.
  

  Please again accept my sincere apologies for any upset that has been caused as this would never have been our intention. I understand how valuable your time away is, and it's never our intention to impact your experience negatively.

  Your feedback has been shared with our **************** team to help us improve and avoid similar issues in the future.
  

  Once again thank you for taking the time to contact us, your loyalty is important to us and I do hope that we have the chance to welcome you both onboard in the future.
  

  Kind regards
  ********* *********
  Customer Care
  ********************************************* 

  

  Business Response

  Date: 07/24/2025

  Hello *****.

  Thank you for taking the time to reach out to us again via the Better Business Bureau.

  Whilst we understand your frustration that you did not receive a phone call back from our reservations team, sadly, we would not be able to grant your request for reimbursement of the missed excursions on your trip.
  
  We realise that the line disconnected during our call with you, and the agent did try to call you back but was sadly unable to reach you. Unfortunately, we would not try multiple times to contact you again as we are aware that whilst our customers are on holiday they may be in an area without cell service or unable to receive calls to their cellular devices.
  
  However,that being said, I do empathise that due to the presence of the earlier flight in your booking it resulting in you being unable to check in.
  
  I am happy to increase the gesture that was given to you by my colleague from ***** points to ****** points. These have been credited to your *********** accounts and are ready for you to use. However, we would sadly not be able to increase this any further.
  
  Please take a moment to refresh yourselves with all the amazing rewards you can spend these points on, such as flights and upgrades with Virgin Atlantic, subject to availability. As well as reward seats on any of our partners in the ******* alliance, subject to availability. With our recent partnership with Virgin Red you also have the opportunity to spend your points on a wide range of other fantastic rewards such as hotel stays, meals out, Virgin Experience days out plus much, much more. Full details can be found in the *********** section of our website. 
  
  I appreciate that the cost to call us to resolve these issues would have worked out quite costly for you. We would be happy to consider reimbursement of these calls. If I could kindly ask you to email us a copy of your phone bill, of the phone charges you incurred from your accommodation provider if the calls were made from the ship, to ******************************************** upon receiving them, these will be assessed and any monies owed to you will be paid in the form of a bank transfer.
  
  When emailing, please add the case reference to the email header. The case reference for your case is VSCR-00747620.
  
  Unfortunately,as I mentioned earlier, we would not be able to reimburse any losses you incurred for excursions, as these did not form part of your booking with us. I apologise for any disappointment this may cause.
  
  You may however, we able to reclaim these from your own travel insurance provider.
  
  Thank you again for reaching out. I look forward to receiving you email with your phone charges for us to assess.
  
  Kind regards.
  
  ***** ****
  Virgin Atlantic Customer Care

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23635905
  
  I am rejecting this response because when I called Virgin because I was unable to check in, the representative said the previous representative would not be able to call me back because they are not able to make outgoing calls. Since that conversation with the representative who changed my flight from the 6:50 pm  to 4:50 pm, no one from Virgin has ever call, text or email regarding the matter. Had someone contacted me, this matter would have been resolved and this matter would not exist. Besides the $242.83 costs associated with the mistake, I understand you can't reimburse for the excursion that was lost. Please understand we missed our excursion because we needed to secure seats on the 6:50 pm flight.  We are more upset with losing our day in ****** than the money we are out, My husband and I are asking for ****** points each and whatever Virgin promotional code/coupon  so we can return to ****** and make up for the day we lost being stuck at the airport, We like the Virgin brand and have flown on Virgin previously and stay at Virgin hotels previously. We have always had excellent customer service. We hope you can re-consider your compensation offer and make a more fair offer. Thank you for taking the time to read my letter.

  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:07/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Am flying from *** to ***** on 21st july, 2025. Yesterday i downloaded the application of virgin atlantic, dont know how the amount of ****** indian rupees was deducted from my NIYO card by virgint atlantic by the transaction details of RRN ************. I dont want any fly membership and all, kindly refund my money to my account t as i will not able to travel by 21st. I am regional artist with overall 6 million audience on all platforms otherwise i have to post about virgin Atlantic, this what happened to me. So please refund it.

  

  Business Response

  Date: 07/21/2025

  Hello *******

  Thanks for contacting the Better Business Bureau regarding an unexplained payment. 

  I haven't been able to locate your Virgin Atlantic booking reference based on the information you have provided. Please can you respond with your ticket number or booking reference and I'll be happy to investigate this further.

  I look forward to your reply.

  Chloe

  Customer Care

• Initial Complaint

  Date:07/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23596418
  
  I am rejecting this response because:
  Obviously I did not leave ***** July 14th when you say there was no advisory, rather I had to leave early when the crisis was escalating and we were very explicitly instructed to leave ***** for our safety at that time. Considering the entire situation and my attempt at the time to alter my flight and virgins refusal to waive the added unethical fees, the least you can do is approve this refund to show your compassion after being so callous and greedy at the time we were in fear for our lives.
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/18/2025

  Hello ****.

   

  Thank you for taking the time to contact the Better Business Bureau.
  
  Im truly sorry to hear of any disappointment that may have been felt when trying to change your flight from ***** on the 14th of July.
  
  Whilst I understand any anxiety that may have been felt with the after tensions mounted on the Pakistan/India border back in May, unfortunately,as there were no travel advisories for foreigners to leave ***** at this time either by the US or OK Governments, we were not offering free of charge changes to customers whop wished to make amendments to their itineraries.
  
  It is worth noting however, that both the US and UK governments advise against travel to within 10KM of the border due to ongoing tensions,however, this is not extended across the entirety of the country.
  
  I see from your reservation that you booked your ticket a one-way flight from ***** to ****** on the 14th of July. When looking at rebooking this flight, you would have been advised of the lowest one-way fare between these two points, but unfortunately, if the cost of the ticket you held did not cover the whole of this expense, any outstanding amount would have had to be paid before we were able to rebook the ticket. I apologise for any frustration this may have caused.
  
  Like most scheduled airlines, we use dynamic pricing therefore, the fares can fluctuate quite a lot depending on many differing factors. I'm sorry you felt let down by us this time. 
  
  I can see that a refund request has already been submitted for the unused ticket from ***** to ******. This is currently being processed by our refunds team. The reference for the refund request that was submitted is RFUK882700. If there is a payment due, then this will be refunded back to the original card that was used within 14 working days from the date of your request.
  
  I hope this helps.
  
  Thank you again for reaching out. I hope we have the opportunity to welcome you back onboard with us again soon. 

   

  Kind regards.

  ***** ****

  Virgin Atlantic Customer Care

  

  Business Response

  Date: 07/19/2025

  Hello ****

  Thank you for reaching out to us again through the Better Business Bureau.

  Whilst we understand that at the time the conflict on the Indian Pakistan border were extremely alarming. As we were told that the government advisory for the area was only in place between the 7th of May to the 10th of May for the country, there were no commercial policies put in place to repatriate customers who were scheduled to travel in June or as in your case July.
  
  We are aware that there is still an advisory in place for the area within 10 KM of the border, and foreign visitors are advised that it is not safe to travel within that area.
  
  However, as your journey was booked from ***** whish is over 450 Km from the border, there were no travel advisorys and continue to be no travel advisories from this region.
  
  I understand that if you were already in the region of the ***** / ******** border at the time and were advised to leave, this can be considered as exceptional circumstances in which a refund may be processed in full.
  
  As we have no records of when you entered the country or when you left as the ticket you purchased was a one-way ticket, it is difficult for us to make that determination.
  
  As I mentioned previously, your ticket has been submitted for a refund and is currently being processed by our refunds team. If you were in the region during the time of the heightened alert in May and left ***** in the aftermath of this, could we kindly ask you to forward us a copy of the new ticket purchased showing that you left the country at this time, this can then be forwarded to our refunds team to consider as an exceptional circumstance to allow a full refund to be processed.
  
  I see that you already have a case open with us under case reference VSCR-********,if you are able to forward a copy of your new ticket to the case, upon receiving it, we will be able to forward this on to our refunds team.
  
  I hope this helps.
  
  Thank you again for reaching out to us. I look forward to hearing back from you soon. 

  Customer Answer

  Date: 07/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is almost satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 2 plane tickets to the ** for an August flight. My situation changed and I will no longer be needing the tickets. I was informed that the tickets are non refundable and I would receive no refund. This information was not obvious during booking and is nowhere on my e-ticket. I feel that virgin Atlantic deliberately made this information difficult to find, as they make more money from cancelled tickets that they can then sell the seat again. It is obviously not in their interest to give refunds, and the efforts made to hide their cancellation policy info is deliberate, bordering on fraudulent.

  

  Business Response

  Date: 07/03/2025

  Hello *****

  
  I hope this response finds you well.

  
  Firstly, I am sorry you are no longer able to travel with us in August. I understand you wish to cancel your tickets as a result, but due to the ticket fare rules you are unhappy with the options available to you.

  
  If I may explain, when making a booking through our website,the fare conditions and the key booking terms will be made visible on the Price Summary page before you proceed to check out. The ticket fare rules will be outlined under the fare conditions when clicked on. It will outline all of the terms and conditions of your ticket including whether your ticket is refundable or non-refundable.

  
  As this is the case, we will not be able to override the ticket fare rules and issue a full refund. However, you may still be entitled to refund of some taxes. So, if you wish to request a refund, you can do so through the link below.

  
  **************************************************************************************************

  
  Thank you for your understanding. I hope we have the opportunity to welcome you onboard in the future.

  
  
  Kind regards,
  Customer Care

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23548268
  
  I am rejecting this response because:

  Thank you for your response it is appreciated. I am extremely stressed over this matter, and have also filed for a credit card chargeback, an insurance claim, and am prepared to file legal action as a last resort.

  This fraud was perpetrated against 'you' not me, in the ticket cancellation scenario. I did not call you to cancel my ticket. Now you are making me the victim a second time, with you as the perpetrator. You can prove I never called you. I know I never called you, as well,

  Therefore, I deserve my itinerary restored even if you have to upgrade me to first class (I think I booked business class). Or I deserve all of my money back now to be made whole. I repeat, you were defrauded in this case as I never actually called you. I did, however, call a 3rd party scammer impersonating your company, but that is another separate legal matter. He defrauded me out of $460. cancellation fee with a promise to receive all of my monies back. He called you assuming my identity.

  I also have more losses of $1,000 in nom-refundable hotel reservations in ********* on the dates I was to arrive based on the original Itinerary. I am also out that money unless you can restore my original Itinerary or better. Why should I get a replacement ticket of equal value or less on a different date? Or, as I was told in the service chat, pay hundreds of dollars or thousands due to the fact YOU WERE DEFRAUDED by the person who called in impersonating me. I am currently the victim all around by you and the scammer. I should get the same itinerary or BETTER. You should have a policy of full credit value when fraud is involved by whether the client or against you, as it is in this case. 

  I need you to do the right thing and make an exception for extreme circumstances (FRAUD) and 'override' the original itinerary's non-refundable cancellation policy (based on an itinerary that has been disappeared) this one time and refund me 100% of my monies or I need you to arrange for my full itinerary (the dates of travel and destinations) to be restored at YOUR cost, not mine.
  
  Very truly yours,
  
  **** *******

  and said I was " out of luck". They would reinstate it if they could find a new flight and I could or would pay even more money for it. I do not have the money at this time to pay even more. I have a family health and financial emergency and that is why I was looking into cancelling the ticket in the first place. I just want my money back since they cannot reinstate the original ticket at the original price. I think that is fair. I am the victim of a scam and now the victim of poor customer service. I am currently not well, out of funds and basically screwed, with no $6312.22., no ticket and no options that don't cost me even more money.

  

  Business Response

  Date: 07/07/2025

  Dear Mr ******************************** you for taking the time to reach out to the Better Business Bureau.

  Im sorry to hear about what youve been through. I completely understand how distressing and frustrating this situation must be especially being misled by someone falsely claiming to represent Virgin Atlantic. Your trust was taken advantage of under difficult circumstances, and that is deeply regrettable.

  Ive reviewed your booking details and can confirm that you were in touch with one of our **************** agents last week. I also see that your case has been escalated to our fraud investigations team to ensure the matter is thoroughly documented and reviewed.

  Unfortunately, as your ticket was originally purchased as non-refundable, I do see you have cancelled the refund and that efforts were made by our team to reinstate the ticket, but they were unsuccessful. However I can see that you now have an open ticket with us.

  This means that once you're ready to travel, you can contact us to rebook your journey. Please note that fare differences may apply depending on the new dates and availability.

  Once again, I want to extend my sincere apologies for the distress this situation has caused. While we cannot undo the actions of the third party involved, I hope well have the opportunity to welcome you onboard in the near future and provide the exceptional experience you deserve.

  Kind Regards 

  ********* Hutchings 

  Customer care 

  ********************************************* 

   

  

  Business Response

  Date: 07/14/2025

  Hello ****. 

  Thank you for taking to time to reach out to us again via the Better Business Bureau.
  
  Im truly sorry you were unhappy with the previous email sent by my colleague. It is never our intention that our customers remain unhappy with the resolutions that have been provided to them.
  
  Whilst we understand your frustration at being misled by someone you falsely believed to represent Virgin Atlantic, unfortunately we would be unable to grant your request at being rebooked free of charge onto the service you were originally booked as the class of ticket you originally purchased is no longer available.
  
  Sadly,as the tickets are also non-refundable, if we were to process a refund on these, it would be in accordance with the fare rules of the ticket. I apologise for any disappointment this may cause.
  
  After liaising with our Fraud team and our Legal team and having listened to the call the scammer made when requesting a refund on your ticket, it was established that the person who called was able to pass the data protection screening.
  
  The person who called us was asked a series of questions that we are required by law to ask, to ensure we were talking to the correct person. This individual was able to answer all of these questions correctly as they provided us with personal information that would have been provided to him by you.
  
  Whilst I understand how stressful this must be for you, as you provided this individual with all the information they required to impersonate you, the airline would be waived of any liability for the impersonation scam this individual perpetrated on you.
  
  As frustrating as this would undoubtedly be for you, Virgin Atlantic would not be at fault as met our obligations under the Data Protection Act by asking the relevant security questions.
  
  As my colleague ******** advised in her previous response to you, the refund request made by this individual was cancelled, and although we were unable to secure you travel on your original flight, we have converted your itinerary into an open ticket for you. This means that once you're ready to travel, you can contact us to rebook your journey. Please note that fare differences may apply depending on the new dates and availability.
  
  Once again, I want to extend my sincere apologies for the distress this situation has caused. While we cannot undo the actions of the third party involved, I hope well have the opportunity to welcome you onboard with us soon.
  
  Kind Regards 
  
  ***** ****
  Virgin Atlantic Customer Care.
  

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23548268
  
  I am rejecting this response because it is based on nonsense, and not customer service.

  You would lose a customer for life to save face with your strict policies. I will write to Mr. ******** as he is the reason I tried your airline to begin with.

  Disgusted!
  
  **** *******

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased round trip tickets from ******, ***** to *************** back to ******, on Virgin Atlantic Airlines. Our home airport is *************************************. We had purchased tickets to ****** from another Airline. Our flight was delayed and we missed our Virgin Atlantic flight we had to take another flight to ****** (*****). Now the real fun begins; after we had been in ****** a few days we got an e-mail from Expedia saying that Virgin Atlantic had cancelled our return flight to ******. We called Expedia and was told since we did not take the first flight we wouldnt need the return flight. When we protested we were told thats the way Virgin Atlantic does business and we were out All the money for the first flight and out the money for the return flight. Then we had to scramble to find another airline to come home. We did so on Jet Blue back to ******. Can airlines really keep your money and cancel your return flight if you dont make the first half of your reservation ??Not even a credit voucher to be used later just Cancel. Left in another country with-out a return flight to come home on.

  

  Business Response

  Date: 07/07/2025

  Dear Mr ************************ you for taking the time to contact the Better Business Bureau.

  I am sorry to hear that your flight to ****** was delayed and that you were unable to take your flight with Virgin Atlantic.

  As you did not make us aware of the delay and did not present yourself at ************** you have now gone down as a no show for your flight.

  Please see below our terms and conditions when you have not turned up, for your flight.

  6.6 If you do not show up for your flight

  (a) If you miss your flight for any reason you must still go to the airport on the day of departure and present yourself to our airport staff.  Our staff at the airport will book you onto the next available Virgin Atlantic flight at no extra charge and will not cancel your return or onward journeys.  You may be charged extra if:

          (i)  you elect to travel on a Virgin Atlantic flight to an alternative destination;
          (ii)you elect to travel on a flight operated by another carrier; or
          (iii)you elect to travel in a seat that is in a higher booking class than the one you paid for.

  (b) If you do not show up for your flight and do not present yourself to airport staff on the scheduled day of departure, your Ticket may not be valid, may not be honoured and we may cancel your return or onward flights.   

  (c) If you still wish to take your return or onward flights then you must contact us or an Authorised Agent (if your Ticket was booked through one), as soon as possible to discuss your options.

  (d) We will honour your return or onward flights (including reinstating these flights if they have already been cancelled, subject to availability in the same booking class) only if:

  I have also included the link to the full conditions of carriage.

  ***********************************************************************************************************;

  As you have booked via a third party, we are unable to issue any refunds. I would advise that you contact Expedia for any refund of your flights.

  Once again, I am sorry for what has happened,I wish you a wonderful week. 

  Kind regards 

  ********* Hutchings 

  Customer Care 

  ********************************************* 

• Initial Complaint

  Date:06/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23508327
  
  Thank you for the detailed response. I acknowledge that a refund of $450.57 is being processed for the various seat upgrades I paid for. This amount appears to match the charges made for Premium Preferred and Exit Row seat selections. However, this refund does not resolve the core issue, which is a failure by Virgin Atlantics systems and customer service to deliver what was paid for and confirmed.
  
  I am a senior citizen who specifically selected and paid for upgraded seating (Premium Preferred and Exit Row) to ensure comfort and accessibility during a long-haul international flight. My original ticket was booked directly through *********, and all seat upgrade payments were made directly to Virgin Atlantic, who confirmed the seats at the time of purchase attached here.
  
  At no point was a travel agent involved. Yet your response repeatedly shifts responsibility to a travel agent who simply does not exist. This is factually incorrect and misleading. The ticket was originally booked through your partner airline, *****, and not through any third-party agent. ***** has already informed us to contact Virgin Atlantic directly, as Virgin Atlantic accepted the payment and allowed the booking of Preferred Seats while collecting additional charges for me.
  
  I paid Virgin Atlantic directly for the Premium Preferred seats (22E and 22A). You accepted my payment and issued confirmations, despite knowing my fare class was Economy. If Premium seats were incompatible with my fare, your system should have blocked the purchase or flagged it at checkout. Your system failed to enforce internal fare rules and communicated no warnings to the customer.
  
  It is not reasonable to expect a passenger to handle fare reissuance issues after your platform confirmed the seat and accepted payment. This is a clear failure of your internal seat assignment and passenger service processes.
  
  As no agent was involved, the burden was entirely on Virgin Atlantic to validate seat eligibility before processing. Instead, your system took my money, confirmed the upgrade, and later canceled the seats with no adequate resolution or notice.
  
  Additionally, I was denied exit row seating because I requested wheelchair assistance, which I understand is restricted by ***/CAA rules. However, this restriction was not disclosed at the time of purchase. I would have chosen a different premium seat had this been properly communicated upfront.
  
  Requested Resolution:
  
  While the refund addresses the charges, it does not resolve the downgrade in seating, experience, or failure of service. I respectfully request that Virgin Atlantic:
  
  Honor my originally confirmed Premium Preferred seats (22E and 22A) which is not a exit row seat, or
  
  Provide an equivalent or better seating assignment at no cost, given the multiple breakdowns that occurred.
  
  This situation involves the following DOT violations:
  
  - Sale of confirmed seat upgrades that were not delivered
  Selling a specific seat upgrade and then not providing it without proper notice or refund may violate 14 CFR ******, which prohibits unfair or deceptive practices in air transportation.
  
  - System failure to enforce fare class restrictions at the time of payment
  If the system allowed me to purchase an upgrade that your fare class didnt qualify for, this could be considered a deceptive practice, especially if no restriction or error was disclosed during purchase.
  
  - Lack of disclosure regarding accessibility restrictions on seat eligibility
  DOT rules require airlines to disclose material restrictions (e.g., exit row seat restrictions for passengers with disabilities or infants). Failure to do so can violate DOT accessibility and consumer protection guidelines.
  
  - Conflicting communication between partner airlines Virgin Atlantic and ******************************** can codeshare, they must coordinate their service delivery and provide consistent, accurate information to consumers. Misleading or contradictory communication may be considered unfair and deceptive.
  
  I ask that this case remain open until a seating resolution is provided that reflects the level of comfort and service I paid for and expected.
  
  Sincerely,
  ***** *********** Shivamallappad significant stress and discomfort, especially given my mobility concerns and the duration of this flight.I am not simply requesting a refundI am asking that the airline honor the seats I originally selected (22E and 22A) or upgrade me to equivalent or better seating (such as exit row or Premium Economy) as a fair resolution. I paid in good faith and made early arrangements to secure comfort for medical and age-related reasons. The repeated cancellations, downgrade, and failure to accommodate a senior passenger constitute a serious service failure.I am filing this complaint in good faith after attempting to resolve the matter directly with the airline, without success.Thank You,*****

  

  Business Response

  Date: 06/25/2025

  Hello *****.

  Thank you for taking the time to contact us via the Better Business Bureau. I trust you are keeping well.
  
  Im truly sorry to hear of the seating issues you experienced on your recent flight with us from *********** to *********. I can appreciate how frustrating this must have been for you.
  
  Having checked your booking history, I can see that your travel agent, originally made an itinerary for you to travel in the Economy cabin of our flight in Q class. The ticket issued for your journey, reflected this cabin. This booking was made on the 9th of January 2025.
  
  On the 10th of February 2025, you purchased an Exit Row seat on both your journeys from *********** to ****** and the connecting flight to **********These seats came at a cost of $92.93 each.
  
  A while later, on the 17th of June they changed your itinerary to reserve you a seat in the Premium Cabin, it was on this date, you paid for a preferred seat in the Premium cabin. The advance seating assignment cost you paid to request your seat for this journey was $81.45
  
  Unfortunately,the travel agent did not reissue your ticket to reflect the upgrade in cabins on this flight. As such your continued to hold an Economy ticket for this journey. On the 20th of June 2025, your travel agent again made a change to your itinerary to re-request a seat for you in the Economy Cabin, as per the ticket you continued to hold.
  
  On the 23rd of June 2025, you again purchased am Exit row seat, this time solely for the flight *************** to *********. This came at a cost of $101.81.
  
  The same day you contacted our **************** team as you were unhappy with the various changes that had happened to your itinerary. Especially the downgrade from the Premium Cabin to the Economy Cabin. Our agents advised you to speak to your travel agent as this was, as yet, an untravelled booking, therefore all the changes that had occurred within your itinerary were enacted by your travel agent.  
  
  It was also during this interaction that you were advised that as you had requested wheelchair assistance, it would not be possible for you to use an Exit Row seat.
  
  Sadly,as per the *** (*******************************) and *** (************************) regulations, persons with disabilities or reduced mobility are unable to occupy an Exit Row seat for safety reasons.
  
  A refund request was submitted on your behalf for the fees you had paid to request said seats online. The refund request submitted also requested a refund of the advance seating assignments you had requested in the Premium Cabin, as you were not in possession of a ticket to travel in this cabin.
  
  This refund is currently being processed by our refunds team. Once completed, any monies owed to you for these five refunds will be returned back to the original for of payment used to make these purchases.

  The total refund payable would be $450.57.
  
  Our records indicate that currently, you are have requested seat in the preferred seating section of the Economy Cabin, in seat 46C (an aisle seat) for the flight *********** to ******, and seat 46D (again an aisle seat) for your flight ****** to *********.
  
  These seating requests came at a cost of $54.30 each.
  
  Should you wish to upgrade to the Premium Cabin, we would recommend you contact your travel agent directly to request this. This would incur a cost as this would be an upgrade of your ticket. Unfortunately, we are unable to advise of what this costing would be, but your travel agent would have full information for you on this.
  
  I hope this helps.
  
  Thank you again for reaching out to us. We look forward to welcoming you back onboard with us for your upcoming flights in June. 

  Kind regards,
  ***** ****.
  Virgin Atlantic Customer Care.

  

  Business Response

  Date: 06/27/2025

  Thank you for getting your further message.
  
  Whilst we appreciate you frustration that you were not provided a seat in the Premium Cabin, unfortunately, as you only hold a ticket to travel in the Economy Cabin we are unable to upgrades you free of charge.
  
  We see that your itinerary was changed by the person you booked the ticket with to upgrade you to the Premium cabin, but they did so without upgrading your ticket. As such the ticket you held was invalid to travel in the Premium Cabin.
  
  Whilst your itinerary was incorrectly held in the Premium cabin, you were able to request a seat in the preferred section of this cabin.However, upon your itinerary changing to reflect the cabin for which you held a ticket, the seat you had requested would no longer be permissible for you to use. I apologise for any disappointment this may have caused.
  
  Should you wish to upgrade to the Premium Cabin, we would suggest you contact *************** with whom you purchased the ticket as they were at fault for holding you a reservation in the Premium Cabin whilst only holding an Economy ticket.
  
  Whilst I understand you desire to use an Exit Row seat, as a person of reduced mobility that was requiring wheelchair assistance, unfortunately,due to *** and *** regulations, you were not permitted under aviation legislation to occupy one of these seats.
  
  Rules on those who can use such seats is very strict, as these customers MUST be able to help evacuate the aircraft in an emergency. Consequently,it is not permissible for any persons with back or leg injuries to be seated in the Exit Row, nor is it permitted for any persons with reduced mobility.
  
  Unfortunately, as you were declined seating in the Exit Row for legitimate purposes to ensure we adhered to the strict aviation legislation as mandated by the *** and *** we would not be able to provide any form of monetary compensation.
  
  I realise this may not be the answer you were hoping for, and we apologise we are unable to give a more favourable outcome on this occasion.
  
  Kind regards.
  ***** ****
  Virgin Atlantic Customer Care.
  

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23273260
  
  I am rejecting this response because I contacted ************** last year and also BBB (complaint #********).

  Delta responded: When contacting Virgin Atlantic, please advise you paid the upgrade fee and if they did not provide the upgrade, it will be refunded. Although ***** collected the fee ($529.50US), it went to Virgin Atlantic since you were flying on their aircraft. They will simply request your refund through *****, if applicable. *****, thank you for allowing me to respond to your concerns. Regards, ****** C. ******
  

  This fee should be reimbursed in addition to my expenses while I was stranded in ****** until I could get on a flight home as a result of multiple Virgin Airlines returning flight cancellations

  

  Business Response

  Date: 05/02/2025

  Hello *****

  
  Thanks so much for reaching out to us at Virgin Atlantic. I hope youre well.
  We have reviewed your query and created a case reference for you on our system - VSCR-********.

  An email has been sent directly to your email address which includes a payment link for the sum of ******USD for your out of pocket expenses due to the cancellation.
  With regards to the upgrade, this would need to be handled by ***** directly, as the funds were provided to them.

  
  Were truly sorry for any inconvenience caused.
  I hope this helps. We hope to welcome you onboard again soon. 

  Kindest Regards

  Customer Care

  

  Business Response

  Date: 05/06/2025

  Hello Trudi 

  Thanks so much for your response. I hope youre well.
  Im so sorry if my previous email caused further frustrations and disappointment, this is never our intention.
  I have taken a further look into this for you. Sadly, the ticket number on the upgrade is also a Delta ticket number, and the funds were taken by them. Im sadly unable to request a refund for this.
  I have however reached out to the ***** refunds team with regards to your query and asked that they initiate a refund for you as quickly as possible.
  Im sorry I cannot be of further help. Im certain the ***** refunds team will action this for you as quickly as possible.

  
  Kind Regards
  Customer Care

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23201948
  
  I am rejecting this response because:
  The airline does not state anywhere that name changes for special circumstances such as marriage are not available when booking a reward flight. The airline also gave me false information by telling me to cancel and rebook. The flight was never put back in inventory and they knew that was a probable outcome and never told me it was a possibility. 
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/15/2025

  Hello ******,

  Thanks for contacting Better Business Bureau regarding your booking.
  
  I was sorry to hear that you couldnt amend the name on your ticket and for the impact this had on you and your travel plans. I hope you can accept my sincere apologies for any upset caused. 
  
  If I may explain, although your ticket was booked via Virgin Atlantic, the operating carrier of your flight was ITA Airways, therefore, their name change policy would apply. Although the exert you have provided from our website states that we allow name changes free of charge, this does not apply to flights operated by other airlines. You can view our full policy on this on our website below:

  ****************************************************************************************************************************************************************

  
  Weve issued a full refund of your Virgin Points for this ticket. As the cancellation fee is 50USD and the taxes paid were 5.60USD, then there is no tax refund due. 
  
  For any out-of-pocket expenses incurred, you would need to make a claim via your private travel insurance provider as their liability often far exceeds ours as the airline. 
  
  Once again, Im sorry for what happened. I hope you have a great week. 

  Kind regards,

  Chloe

  Customer Care
  
  

  

  Business Response

  Date: 04/17/2025

  Hello ******
  
  Thank you kindly for your response. 
  
  I firstly want to apologise for any further disappointment caused to you by our previous response. 
  
  As my colleague explained, as your flights were operated by another airline, any name changes would be as per their policies and not those of Virgin Atlantic.
  
  I appreciate that you state this is not something that is clearly stated, however on our website below you can see under the table that it states these name change policies only apply to Virgin Atlantic operated flights. 
  
  As your flight was operated by ITA Airways, any name changes would be as per their policies. 
  
  We understand that you are disappointed with the advice you received and in turn have offered ****** Virgin Points. Unfortunately we would not be able to increase this gesture further. 
  
  We have issued a full refund of the points and would not be able to reimburse any expenses. I do apologise for any further disappointment this may cause. 
  
  Kind regards
  
  Rhian
  
  Customer Care