Travel Nightmare

Item: Virgin Atlantic Airways
Rating: 1

Returning Home leaving LAX, I was tortured by poor communication and disappointment after disappointment in service by Virgin Atlantic. Kicked off with a delayed flight that after every 40min updates of the flight being further delayed with the only reason being there's a computer bug, a 9pm flight became, 10, 11, and then 12mid night. being proactive Virgin offered each passenger a meal voucher, but at being 11:30pm most places were closed and the ones that were open didn't accept it. When returning to the gate we are informed that the flight has been cancelled and to make our way to collect our luggage, no further communication just collect your luggage at carousel 2. All passengers obliged but got left stranded at the carousel without any virgin staff in sight... that is up until, the cabin crew all march by and left. With multiple complaints, ground staff appeared and started giving people random hotel names, with the instruction stating that each passenger will need to pay for the cab ride to the hotel and the hotel will be paid for by Virgin including food and drink. when some passengers pointed out that paying for their cabs wasn't possible, they were met with disdain and annoyance. Those of us who could rushed to find cabs which proved so difficult a special call had to be put in to organize cabs, this was not done by the ground staff but by locals who thought it necessary to assist. Once we arrived at the hotel, we are asked to wait for the payment to be sent through by Virgin. This never arrived and we are then asked to pay of ourselves or no access will be possible. The hotel is in a bad state, dirty, smelly and well below sanitary but the hotels service was superior to that of Virgin. At this point we still have no idea what time our flight is. We were asked to be back at the airport at 3pm, at this point one can only hope.

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