I used Virgin Atlantic to fly to Cuba from London in August 2010. On the way back, I was struck in La Havana for nearly 3 days because of a mechanical problem with the plane. I will not go though the major inconveniences this has caused to me both personally and professionally. Virgin promised all passengers a complementary flight anywhere in the world (except on their Australia route) valid for 18 months.
It took me 5 months to receive a confirmation letter for this complementary flight. When I finally got it (after continually sending them emails and calling them), I called reservations in February 2011 to try and book a flight for June 2011 to be told "you called too late, no complementary seats are available, you should have called earlier". When I explained that I ONLY just received the confirmation letter, the lady didn't want to hear about it. She was the least helpful person that I have come across. For an airline advertising high standards of customer service and strong ethics, they have a pretty odd way to show it.
Basically, Virgin delivered false promises at the time of the incident in order to keep angry passengers quiet and avoid a considerable amount of complaints but they are now refusing to honor their offer, hiding behind lame excuses.