We want you to enjoy your experience with Virgin Atlantic. As we describe above, our aim is to help you to do this in the best way we can. Sometimes, things do not go according to plan. If you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know. Under normal circumstances, we will provide a written response to you within 28 days. If this time frame does not allow us sufficient time to investigate the matter, we will let you know.

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