We fly Virgin to US upto 4 times a year. We have done it all ways, Package, Flydrive and Flight only.
I can't comment on Customer service as I have never had to ring them, Always booked online never a problem. Been using them for about 12 years. Their onboard service has got worse every year, I can't even eat their food now its so bad. one flight we came back on last year they took over 2 hours before the 1st drink came around and the pasta was like bullets.
We now take our own food from home and sit near the drinks station to help ourselves.
Staff can be hit and miss, they have a difficult job and some dont seem to handle it well, others are great.
The last return flight we took at Easter we could not use the entertainment system in 2 out of 3 seats. The plane really needed lots of attention.
We have had much better flights with BMI +others but they are all indirect.
Having said all this they are our #1 choice. They are the only company we can use direct to Orlando Int from Man for 25 nights. #1 because there is no choice, I pray for the day they get competition.
If I was going for a standard 14 night holiday I would probably use someone else, all depends on the price.