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Original Comment Virgin Atlantic, you truly have a long way to go to achieve the quality customer service your ads profess you are striving for!!! On June 28th our family of 4 boarded your 9:15pm Flight 2 from Newark,NJ to London Heathrow, where we should have connected with BA 778 to Stockholm arriving 3pm on 6/29. During our flight we were detoured to Iceland because of a woman who seemed ill.We later found out she was fine and had just drank too much the night of the flight. Anyway we were assured it would be a quick detour and we would still make our connection.Hours later we finally arrived in London missing our connection.We were told when we exited there would be a Virgin Atlantic person to assist.No one assisted and we when we finally found our way to your ticket counter there was a long line with 1 person assisting everyone who had also missed their connection.Many others were walking around but they insisted only this 1 person could rebook our new connection.After a long wait they booked us on an SAS flight 528 and assured us our luggage would get on that flight with us. When we arrived in Stockholm 9 hrs. after our original arrival time our luggage was lost!We checked into our hotel in Stockholm with only the clothes on our back at midnight.We had to be at the dock for our cruise the next day at 3;30pm and at this point no one had any idea where our luggage was. SAS completed paperwork to attempt to find missing luggage. They were extremely helpful unlike your airlines. The next day they finally tracked the luggage that Virgin Atlantic had sent to BA instead of SAS where you had rebooked us!!!We were told it would be delivered to our hotel by 2pm in time for us to get a taxi to the cruise terminal.It never arrived.We never got to see any of Stockholm and boarded the ship not knowing where our luggage was. Our luggage finally arrived after we left port and the cruise ship got it delivered to us. It was a horrible experience!!!Coming home we checked into your Flight 1 which was supposed to depart at 4pm from London Heathrow and we were informed that flight was delayed 4 hrs.When we asked to at least let us use your lounge to wait in we were told no. Virgin Atlantic was responsible for ruining the first 2 days and last day of our vacation and no one from your airline made any attempt to make amends or any small compensation for the mess they created. We are frequent flyers and have never received the poor treatment we received from your airline. We paid 35 euros each, 140 euros,for the four of us to get <br /> into the only paying lounge at Heathrow. At he very least we feel Virgin Atlantic should reimburse us for this in an attempt to somehow compensate for the poor treatment from start to finish we received traveling with your airlines.

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