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Staff was friendly. Food was so-so. The economy seats are probably some of the most uncomfortable I’ve ever sat in. The headrest kept falling down which has happened multiple times before on Virgin.

i saved my points for more than 10 years in anticipation of treating myself to an upper class fight to and from london on virgin atlantic. i was shocked to find what you consider “upper class” on the dreamliner. it was, at best, a mediocre business class accommodation. it was tight and not that comfortable, with nearly no personal storage. everything was cramped and just generally disappointing. once i lucked into a 1st class upgrade to europe on lufthansa - a magical experience that found me reluctant to sleep, lest i deprive myself the joy of their setup. i expected something similar from virgin atlantic, but i could not have been more wrong. it will be the same arrangement on my flight home, but at least i know what (not) to expect. to be clear, this is only in reaction to the physical accommodations. your people were, and always are fantastic.

accomodating check in staff, friendly flight crew ( a crew member was speaking tactlessly and was overfamiliar with passengers

Seats need to be updated. Allowance needs to be made for dinner service at an alternative time

The crew should demonstrate flexibility by moving a screaming infant to its own seat with 1 parent

The Virgin seats in business are quite narrow and also don’t recline enough in a seated position. When you make them into a bed, it is quite hard, despite the thin cover and cannot be adjusted at all, in comparison to business seats in other airlines. Virgin need to upgrade the quality of their seats. The food on this flight, I had an AVML was not good, normally though I have found the food to be good. Other than that, the staff were very attentive and pleasant during this long 14 hour flight.

On arrival to JFK it to 3.5hrs to clear immigration, as only 3 booths open. Almost missed connection

I booked a virgin flight because I like the hospitality of the virgin crew premium economy is fantastic but I was put on a delta flight witch is nothing like a virgin flight

Flight delayed over two hours, very little communication from staff then had to wait 2.25 hrs to clear passport control. Had arrangements for evening ruined as a result.

Pros: People were friendly. Flight was comfortable.

Cons: Staff incorrectly assessed documents needed for visas, and told us we were incomplete and needed to return home. Instead of looking up policy, we were denied boarding mid-flight, missed a wedding, and had to spend three days in London instead of our destination. Also, we got bug bites during the flight that turned out to be from bed bugs, which followed us home and caused much frustration for months.