http://www.virginamerica.com
555 Airport Blvd
Burlingame, CA 94010
(650) 343-1827
(877) 359-9474
Overview
Virgin America is the newest, and perhaps the most promising, airline startup in years. Its fares are low (for now, at least) and in-flight entertainment offerings are impressive, from onboard instant messaging to first-class seats that deliver massages. It’s almost enough to make you forget about that whole deregulation thing. But I digress. We don’t know enough about Virgin America, because it hasn’t been flying long enough (it took off in August 2007). But we do know enough about its sister carrier, Virgin Atlantic, to make a few educated guesses. First class will almost certainly blow the competition out of the water. Economy class? We’ll see.
If you have a customer complaint, please read this before contacting the company.
Customer service resources
Contract of carriage (not yet available)
Customer help
Primary contact
Frances Fiorillo
Head of people and in-flight services
(650) 343-1827
frances.fiorillo@virginamerica.com
Executives (*)
Todd Pawlowski
Vice president of airports and guest services
(650) 343-1827
todd.pawlowski@virginamerica.com
David Cush
Chief executive officer
(650) 343-1827
david.cush@virginamerica.com
This information has been collected from publicly-available resources and is believed to be accurate at the time of the last update. If any of this information is inaccurate, please e-mail me.
* Executives should only be contacted when your letter or email has not been acknowledged within six to eight weeks.
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{ 5 comments… read them below or add one }
I am disappointed with VIrgin America. We bought tickets for my daughter to fly from LAX-SFO on 10/26 and SFO-LAX on 10/28. Both flights were significantly delayed. The first one was delayed more than 4 hours. The airline only found her a seat when she was crying and completely broken down by the awful experience. Today, she went to SFO to board a 6:15 pm flight to LAX. It is now 9:15 pm and she has not yet boarded the flght and, to the best of my knowledge, no arrangements have been made to fix this. It seems the airline does not have enough planes, and any mechanical problem will cause a major delay. We though Virgin America would be the same quality as Virgin Atlantic. What a disappointment. The planes may look nice inside, but this is no where near enough to compensate for hours waiting at an airport for a flight. Furthermore, ground service at the gate is as bad as it gets; courtesy is an unknown word to them. On Thanksgiving my Daughter will come home on United. As far as I am concerned, never again we will buy tickets to fly Virgin America.
In case it’d be useful to update for the sake of updating this page:
http://www.virginamerica.com/va//html/ContractofCarriage.pdf
is Virgin America’s Contract of Carriage. They don’t do a good job of putting it on the website. However, it is posted on receipts for flights.
I has a wonderful experience with Virgin. I flew SAN-SFO and the service was incredible…fast boarding, spacious seat, great customer service (say, Mimosas for Breakfast!), and clean equipment…mood lighting to make ya feel better :)
Virgin is on top of my list to fly!
In the first week of August, I flew Virgin America from SFO to LAS (6 Aug). I am a huge ‘fan’ of Sir Richard Branson, so this was really exciting for me. Nevertheless, what I imagined could never have prepared me for what I experienced!
From SFO to LAS, the flight was uneventful, yet great. The air stewards and stewardesses certainly had character, and personality, and provided excellent service while bringing you that sincere friendliness that radiates from within! Where does VX find such people?
Anyway, it was on my way back from SFO to LAS (7 Aug) that I experienced what out-of-the-world customer service really means.
Due to some circumstances, I arrived at the airport early, and I was offered a seat on an earlier flight (7 plus flight instead of 9 plus) and boy, was I glad!
Due to the fog in SFO, our flight was delayed for close to 2 hours. Everyone was grumpy (I’m told that the flight from Vegas to anywhere is always solemn and depressing) and was even more so due to the delayed flight.
However, VX ground staff never let that affect them. The staff at the boarding gates ensured that everyone was properly taken care of, and entertained.
They played numerous games to cheer us up, and gave away prizes in the form of vouchers to use on board. We also learnt quite a bit of trivia from the staff about Virgin America!
When we finally boarded, it was only because the airport needed the plane to move away from the boarding gate. Again, on board, the Virgin staff didn’t let us down. The head steward joked around and walked along the entire plane to talk to the passengers, and he and the pilots allowed passengers to go in to the cockpit (in small groups of 2 or 3) to talk to the pilots and ask them questions about the plane, about flying, about anything! Even the pilot was really humourous and had a brilliant sense of humour!
When we got back to SFO, I really had made up my mind – one day I must work in VX! :)
I flew out from SFO to LAS back in July 2008 and Virgin has lost my luggage upon my arrival in LAS. I know that it wasn’t their fault that my luggage was missing however, they did not compensate me or accomodated me in any way. I requested if I can be sent back home on one of their upcoming flights but they told me I would have to pay for a ticket. I then had to wait 45 days to declare my luggage actually missing. Once the 45 days were up, the represntatives in the baggage department (Darlene, Jason, and Misty) kept giving me the run around. Fortunately 4 months later, I am finally compensated with a small check that didn’t total the amount of my loss. Three weeks before I received my check, I was told that it was already in the mail. Each week I have contacted them to find out where my check was and they kept telling me it was in the mail. It wasn’t until I threatened them and told them that I can come down there to pick it up (since they are in Burlingame, CA and I live in Daly City, CA) did I received the check 2 days later. The check wasn’t worth all of my items however, the representative there told me that if I wanted to dispute it, I would have to go through litgation. (Not worth the time and troubles)
The flight to LAS was great. It’s a really nice aircraft however, Virgin REALLY traumatized me with my luggage. I suggest if you fly with Virgin, to check in your bags. since my luggage was missing, my entire vacation was ruined.