I called tonight and my experience was dreadful after 30 plus minutes on hold for someone to pick up.
At that point after some attitude I had it and wanted to cancel a fully refundable full fare ticket not book more Virgin America tickets.
The agent stuck me on hold and said she had no idea if a full fare Main Cabin Select ticket is fully refundable
She also stated and I quote .You are overwhelming me with your request if you want a refund you will have to give me time to figure out what to do

She put me on hold for another 30 minutes coming back to tell me full fare tickets are fully refundable
Beyond stupid.Who trains these folks?
Would you really want to pay a 20 dollar agent ticketing fee with an airline that has incompetent team members?

Yes I have seen worse in my lifetime however not from a carrier I once deeply respected and thought could be game changer for both customer service and professionalism.Booked my next 6 flights elsewhere.
As much as I am not a fan of United I can get an idiot who can do better than that and if I have to make the most basic of common reservation changes.
I am not held hostage.The upside? This Vigin America agent has a future career at Delta Airlines
Perhaps back to a travel agent in the future
End of rant !Mission accomplished blood pressure back