The most pathetic airline in terms of customer service. I traveled on Virgin Atlantic from the Newark to LHR and then onto Mumbai on their partner airline Jet Airways. The transit time was less than 2 hours so my bags didn’t arrive on the same flight. At Mumbai airport, they informed us proactively that the bags had not arrived on the flight and they had kept the PIR ready.
The next day, I spent countless hours calling up the numbers they had provided, but got no response. Their mobile phones were switched off and their landlines were either busy or no one answered. They replied to my email, but only once. There were no replies to the follow up communication. And the same thing happened two days later when my aunt traveled from LAX to Mumbai on United Airlines and Jet Airways. One of her bags didn’t arrive and I am still following up with their most pathetic staff for information.
Travel by this airline only if you are carrying nothing but cabin baggage.