We flew from Sydney to Heathrow with Virgin Atlantic September and returned New Years Eve. My travel agent was rapturous about their level of service, food, everything. Our experience was the opposite. We found the food very average, leg room much the same, and the attendants attitude to service was less than professional. The toilets were dirty, and I had to ask for more toilet paper in the one closest to the galley during the night (given they were all seated there for most of that time, you might have though they would have used it and noticed?)
Others I have spoken to also enthused over VA, however every single one of those people and the travel agent, flew Aus/LA or LHR/LA.
So why would the Hong Kong route (which is the stop over for Sydney/LHR) be treated differently? We are not normally whingers, and have travelled quite a bit internationally, so we know what the norm is.
All in all, our experience was that as if we had flown a bad cheap budget airline. I have made my thoughts known to VA, and wonder if I will get a reply?