I bought and paid for a round trip ticket from LA to San Francisco. Standard fare.
But when my work schedule changed and I needed to reroute my return flight from LA to Puerto Vallarta, things went horribly wrong. I spent 50 minutes on hold after which their customer service rep transferred me to their "international desk." I needed to actually work during this day, so I had to ask the customer service rep how long their hold times was. "Just a minute... much less than domestic" he said.
I had to hang up to attend a work meeting, during which I contacted Virgin America's customer service twitter feed. Here's what they said:
"We don't have a specific "international" line - all agents are equipped to help with domestic & intl. flights. Appreciate your patience!"
So I just spent an hour on hold to talk to some *** that transferred to me to a desk that doesn't exist? HORRIBLE customer service. I won't spend a dime with these guys ever again. Shame on you Virgin.