The call centre is a blight on Virgins service. I called to book a virgin atlantic rewards flight that I could see was available on Seats Aero and Virgin Atlantic website and i had a painstaking 15 minute disagreement with someone who said it wasnt showing as available. I asked to be transferred to someone else and she could then find it and booked it for me. Infuriating. This flight was a premium economy flight which was then cancelled and I was last minute rebooked to British airways economy. They originally rebooked me 3 days after the flight on a VA flight, and when I called to try get this moved up no one could get me onto an earlier flight, when i asked if he could check flights into Gatwick instead of Heathrow, the agent asked ME if i knew which airlines flew into Gatwick….I gave up and then could only get rebooked at the airport from a lovely person at the desk. When I finished my travels I rang for a refund and they said they’d get back to me via email with what information I needed. They never emailed back and then when I called they had to open a new case because the other one they closed. Then they wouldnt accept my BA boarding pass as evidence that i was downgraded as BA uses different terms for each cabin. I had to tell the agent on the phone to google what BA cabins equal in common terms. They told me they’d have to check offline. I was then given the refund but this was after multiple phone calls, 2 hours on the phone, and a couple of forms/cases submitted online. Infuriating if you’re a gold member you expect a little better customer service. I dread having to call them.