I am very confused and nervous about my forthcoming trip to Toronto. I booked 3 tickets through Priceline and One ticket directly from Virgin America For My Trip SFO to YYZ May 4 to May 10, 2011. I bought these tickets in Dec 2010. But I checked in to confirm thesetickets, by chance, and came to know that Virgin already cancelled our tickets, never informed us. Virgin America already refunded the money for the ticket we bought froVirgin Directly. I called them they show not apology that they should at least email me or call me. But when I call priceline to confirm the trip they say everything is cool, tickets are still good "dont worry". The one ticket that is cancelled and refunded by Virgin America was for my DAD he will vising us from INDIA and accompany with us to canada. I do want to go together with my Dad.If I have to buy all 4 tickets now Its gonna cost me more than twice. But I am so confused I dont what should I do now.

I am posting this complaint to advise future passengers of my disapproval of how my situation was handled By Virgin America Airline. I am a recent Combat Veteran of eight years with the U.S. Army. I took a roundtrip flight to visit my GF and the Golden State for the first time from Fort Lauderdale, Florida. Upon my departure flight back home from LAX. I had a late night sunday flight, due to bad weather and the two hour drive to the Airport from Bakersfield, California. I arrived about 30 minutes late for my flight, but still made to effort to catch my flight. I approached the ticket counter, the attendant advised me that It was too late to check me in and I would have to return not one day, but two days for my "Stanby" flight. I questioned her to make sure, she repeated that Tuesday morning by 9:15am to return. Sure enough I arrived that tuesday morning. That tuesday morning I was early, but what I was about to encounter was unexpected. I was told by the ticket rep. that there were no annotation from that Sunday night on her computer that I was ever checked in or even were on a stanby-flight. She told me I would have to pay $305 for a one-way ticket back to Fort Lauderdale and there was nothing she could do to help me. I asked for the Manager and the Rep. that gave me false information. He arrived and told me the same thing, "there is nothing I can do and that there was no way possible that I was not put on the next day flight. Why was I not told to return for the next day flight, instead for a tuesday morning flight? I was ripped off and felt literally "Screwed" by Virgin Airline. "It goes to tell you that no matter your status, money is the new customer satisfaction". I will never fly with this Airline again, I eventually got a later flight that Tuesday "Night" with US Airways back home to Fort Lauderdale.

I fly first class when I fly and have been looking for an airline that has true first class service. When I found out about Virgin America I was very excited to give them a try. My first flight was not very pleasant but I figured I might have run into a bit of bad luck. So I flew them again, but with no better luck. I have to come to the conclusion that this new airline that I wrongly assumed since it origins are European that they would have a different attitude towards their customers, I was wrong. I wrongly took into consideration that this airline might have been from a more competitive area of the world and as such be more customer friendly. I then realized that yes this airline is new in the U.S. but they started with the same business model as all the other U.S. airlines have now. Instead of a positive attitude towards their ticket holders which would put them vastly above and beyond any U.S. carrier, they decided to treat their new customer base the same old way that the established airlines have been doing for so many years now. When I say the same old way I mean in such a way that the citizens of this country are demanding that congress set up rules that try and prevent the U.S. carriers from abusing their customers.

I did call the headquarters for the British Virgin Airline. They made it very clear that they have nothing to do with Virgin America and that they are a completely different company. Also please do not infer the bad customer service that we Americans receive from Virgin America onto Virgin Airlines. That they use a different service model then us.

To the point about what got me so upset. When calling customer service, if you have to call them after you purchased your ticket with a problem it could take hours on the phone to get exactly nowhere. For example I was flying from San Diego to New York via San Fransisco. Seeing as I would be in San Fran for awhile I thought I would take advantage of their lounge. Customer service said no problem when you arrive in San Fran just ask the gate rep to look me up on the computer and he can then print me out a pass to get into the lounge. Sounded logical and reasonable, but when I arrived at the gate the rep said he could find no such documentation in my record and even if he did their was no way of him doing what the customer service rep said. Even still the area where the lounge is is outside the security area and that I would have to go to another gate and have to pass through security again.
You know what I could live with that but when I attempted to call customer service about the issue I was put on hold, transferred to nowhere and disconnected. This took about one hour and by then I was back on my connecting flight. This was not the only time I have incurred this type of customer service with Virgin America. I even filed a complaint with their corporate office with no response.
It was a novel experience with them but If I want that kind of treatment I can always fly American or Continental or any U.S. based airline for far less money and not have to go through San Fran to get anywhere.

Booked Virgin America for the first time for the promise of video games, movies, TV and internet on our trip from LAX to JFK and back again. Paid a little more than American for this, but much more with the added baggage fees and fees for movies, internet, etc.

The plane was very crowded and cramped. There were 4 bathrooms, 2 of which were solely for the use of first class passengers (total of 8 people!) while the whole rest of the plane had to stood in line for the 2 remaining bathrooms in the back. This line reached from the back to mid-plane and lasted the whole 5 1/2 hours! The people in this line, including kids, people with babies and the elderly were constantly pushed aside by rude stewardesses attempting to get down the aisles themselves.

When drinks were finally served, 2 1/2 hours into the flight, my young son asked for the whole can of sprite instead of just a cupful, as he was parched by that time. He was told by the stewardess that he could not have the can because they did not have enough for the flight.

Overall, it was a very uncomfortable and frustrating experience which our family will bypass next time by flying a different airline

I purchased 3 tickets that cost around $1, 500, and my partner had a serious medical emergency that prevented us from taking the trip. I canceled two weeks in advance, and requested a refund. The refund was denied. I was unable to use the credit due to this ongoing health condition, and because I rarely fly. They were unwilling to refund even after I faxed in a note from my partner's doctor. (I have since faxed in other verification of several other hospital stays.) During one communication with Guest Services customer service rep, I was told that the credit expired in August, when, in fact, most of it expired one month earlier. This led to most of my credit expiring. I have asked for an extension on the credit, so I could try to sell the credit to a third party at a discount. (I wish I could use the credit for flights, but, I'm just not in a situation where we could do that.) So far, the request has been denied and I'm losing hope.

I think Virgin America is being unfair -- I canceled on time, and did not preclude their re-selling the seats. I acted in good faith on the information I was told. I think the policies are unreasonable and the staff and management are being inflexible and inhumane in this situation. Virgin America is profiting $1, 500, getting my money without rendering any service.