I just had the most horrendous experience flying VS from LHR back to HKG. Mind you, the service in Premium Economy was ok - no complaints. However, check in was another story.
Was assigned separate seats from my partner even though we were ticketed together and made requests for specific seats near the washrooms. The check-in agent was the most rudest and unprofessional person I have ever had the misfortune to deal with. When I asked if she could do anything about the situation, I was treated as if I was asking for the entire plane to be emptied out and for us to be upgraded to Upper Class. Mind you the flight wasn't 100% full. I basically got a 'telling off' from this lady for being rude and demanding and i quote 'people like you pay peanuts for flights and expected to be treated like bloody maharajas" (i'm Indian by the way).
I decided it would be of no use speaking further to this woman. Once I was on the plane, I remembered reading Richard Branson's book where I think he says that every employee of Virgin has his direct phone number to use whenever they feel necessary.
I wonder if I could have asked that lady to call up Sir Richard so that I could bring my complaint right to the top? Would the check-in lady been able to call him? And is it infact true that every VS employee has Sir Richards phone number? Perhaps VSgirl can comment....