The Virgin Atlantic experience
With our pioneering spirit and human touch, we want everyone to share our passion for flying. Our strategy to ensure sustainable growth is delivering an irresistible customer experience.
Countdown: excitement on the ground
effortless service in the air
Onward journey: personalised experiences on arrival
2017... A great year for our customers
in customer satisfaction for UK-US traffic1
Virgin Holidays customers
kilograms of cargo transported
Group at a glance
passengers flown this year, down 0.1m year on year
total revenue, 1% down year on year
net promoter score improved by 5pts year on year
up 9.3% year on year to Â£199.3m
kilograms of cargo transported
new Pharma Zone at Heathrow to serve pharmaceuticals market
of three British Travel Awards and two Silver Awards, voted by UK consumers
397,000 in 2017, 1.5% growth year on year
4% growth year on year in online distribution mix
We continued to deliver great experiences for our customers while being focused on building the platform for sustainable growth.
Chief Executive Officer's Q&A
Chief Executive Officer
We remained focused on meeting the needs of our customers despite significant macroeconomic and operational challenges in 2017.
Chief Financial Officerâs review
Chief Financial Officer
Our Joint Venture partners helped to successfully increase sales from our US point of sale, partially offsetting the weakness in UK leisure demand. We increased the number of US-based passengers on board our flights by 20%.
Plan to Win
Us at our Best
The Virgin Atlantic ethos is that if we look after our people, they will look after our customers.
We recognise that our people are our biggest differentiator and we ensure that they can be at their best by connecting them to our purpose and values, giving them the tools they need, and recognising their performance.
Loved for Service
Our focus is always for the customer with flair.
We strive to deliver a personalised and effortless experience that differentiates us from other airlines and tour operators.
Shifting Gears -
Building the Platform
Transforming our business by building an organisation that is resilient, with the flexibility to meet our customersâ needs and a cost base that reflects the size of our business.
Investing in technology transformation that equips our people with the tools to deliver great service.
Delivering the Goods
We deliver the goods financially and operationally by realising the full potential of our Joint Venture with Delta, and realising the potential for closer co-operation between Virgin Holidays and Virgin Atlantic.
We also achieve deep integration with other airline partners to increase network reach, provide short haul feed and optimise operational performance.
Creating value for our stakeholders
for UK-TATL customer satisfaction1
pax per month connecting to / from Delta domestic flights
reduction in aircraft CO2 since 2007
Change is in the air
Thatâs because for us, sustainability means changing things for the better by working to improve the lives of people around the world, in the areas where we can have the most impact. This includes our environmental and supply chain activities and our non-profit partnerships.
Reduction in CO2 emissions per revenue tonne km since 2007
Per passenger kilometre reduction in CO2 since 2007