Dear Virgin America, so far you are crap

8
Jan
2012

I am a technology professional who has never flown with Virgin America before, but my brand associations (due to your marketing) were of a hip, modern airline with up to date conveniences. And so when I was planning on booking my current travel to LA, SF, and back to New York, I decided to try out Virgin America. Your website and system have made me never want to fly with you again, and I haven’t even boarded the first plane. Here is a brief list of the problems I have encountered:

1. Unable to book multi part itinerary on your site and had to call in to book travel

2. When logging into my account (anytime over the past several days), site is slow and unresponsive

3. After logging in, I am often logged out mysteriously while trying to make changes

4. Unable to make changes to itinerary using your site

5. Trying to get to seat mapping/changes results in wrong or no information showing, or a wiped out seat selection

6. Once checked in, no option for paperless boarding pass

7. On my iPhone, no app available for Virgin America (for check in, travel alerts, boarding pass, info)

In short, using your company has been a royal pain before even boarding my first flight with you. Congrats to your marketing guys anyway for duping me into believing you had a handle on the modern, internet-connected world when clearly you do not.

Most sincerely,

Stephen

Comments

  1. CJ Forse says:

    Hey, Stephen. Coudn’t agree more with your level of surprise about Virgin not stepping up to the plate in the tech space. Just took a Virgin flight in which I watched A Day in the Life of Richard Branson. I saw him check in with a digital boarding pass, so I logically thought, “oh cool, I’ll just do that on my flight back home.” I was downright confused not to find this service available on their site or on the non-existent app. Crazy that Virgin has ventures in deep sea underwater tourism and yet their consumers still have to print their boarding passes on paper. Anyway, your post came up when I searched for a solution to this problem. Good job. Cheers!