V-Flyer

Hello. As i mentioned in a previous thread my baggage was damaged and i recieved a $30 reimbursement (which is RIDICULOUS to say the least).
I sent a complaint email to virgin on the 30th of August. After 10days i recieve an answer saying that my complaint has been sent to baggage services. Today is the 18th of September and still havent recieved any email from baggage services. Does it normally take them this long?
Im looking for some better compensation. I cannot aford to loose a bag every time and recieve a miserable compensation....
Plus it takes Alitalia less to answer an email.... and that says alot....

Any adivce? Should i call CS or write a letter or fax a complaint?

I'd say unfortunately that sometimes life sucks. But, you feel maligned so you should follow up. Either call, write or email, I'm sure you'dl get a response and perhaps an improvement on the current situation. However don't forget there are many reasons, and many players, in the baggage chain so it may not all be down to Virgin.

I have only had one dealing with baggage services and found them to be excellent. I arrived back in the UK on a Sunday morning from MCO and found the pull up handle on my suitcase to be completely broken. I rung baggage services (got the number off the Virgin website) and they arranged to collect my suitcase from my home within 48 hours to see if they could mend it or replace it, they actually collected it the next working day and within 24 hours of collecting the suitcase rung me at work (that was the number I gave them) to say unfortunately they couldn't repair it and would have to replace it, they told me my options (directed me to a couple of websites) to choose a new case, which I did, they then said the new case would take around 2-3 weeks to arrive, which it did. I found the service to be excellent, I would perhaps call baggage services to see what is happening.

Virgin Newbie, it seems that everyone pretty much recieves that type of treatment. New bag delivered to their house. On top of that your bag just had the handle broken. Mine (it was one of the rigid ones) Is all cracked around and has one angle that is totally broken and came off. So it is really unusable.

I feel like im the only one that recieved the poor treatment.
I also found baggage services at IAD to be unacceptably rude. The lady kept telling me that there are more important things than a damaged bag...(like the flight, a happy family.. etc) and i kept telling her that that was beyond the point. She was a baggage services person not a counselor or psychiatrist.

Hi ItalianBulldog,

Sorry to hear about your damaged bag, I have not yet had the misfortune of having a bag damaged but have suffered from misisng bagagge or just inexplicably long wait times for my 'priority baggage handling'. I have lost count the number of times I have had to deal with incapable handling agents or staff in relation to baggage; I got tired of hearing the same crap excuses for the Y baggage coming out before J and W baggage, and for the luggage being put on the wrong belt - fortunately I know the GM of Ground Services has taken the feedback onboard and is committing to make it better; the people at LHR got a rude awakening last time they tried to fob me off with some poor excuse for not telling me my bag hadn't made the flight (even though I had been sat on the LHR tarmac for 30 mins, and then stood for another 30 mins waiting for my luggage) and especially when I had been there the week before with another baggage issue.

If you can post up your flight dates for me, I'll point the GM in the direction of this thread and get him to find out what on earth bagage services are doing taking so long to reply.

Thanks,
Richard

RichardMannion, thanks for your time.
I was on flight VS21 on August 18th

still today no reply...

I think even the great RichardMannion would be hard pushed to get this sorted in just 1 day. Give him a chance, IB

pixuk, no criticsm against RichardMannion. Im just saying its 9 days now (20 days since i sent the 1st email). Just think its a bit lousy on Virgins part...thats all

Still nothing. Are these wait times normal or did they just loose my email.....
Im not impressed with Virgin at all...Im kind of disapointed.... [:I]

Hi,

I am really sorry, this is my fault - I completely forgot about this (I have been really busy at work) - I have the dates of yoru travel now, can you send me a PM with your real name and the e-mail address you sent the mail from and I will pass it over for you tomorrow.

Thanks,
Richard

RichardMannion, I wrote you a PM.
Thank you very much!! [8D]