ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Virgin Atlantic confirmation code:ENYJH8 On Friday, Sept. 2nd, I realized that my passport was expired and couldnt travel to ****** on Sunday, Sept. 4th as scheduled. I made an honest mistake.That day I reached out to Orbitz looking to make date changes, while avoiding extra fees. The agent said to contact Virgin Atlantic as they could waive the fee. On September 3rd, *****, alleged supervisor for Virgin Atlantic said ****** had to reach out to them to waive the fee. He said I should tell Orbitz to look under the Section: Conditions of Carriage and refer to Sales Support Team, in order to ***** me a fee waiver. So I relayed that information to *****, an Orbitz supervisor, who called Virgin Atlantic twice and found no supervisor by the name of ************** any notes on my call with *****. So I HAD to change dates for my travel to ****** or lose the booking and the money. I paid for the penalties & the price difference but ***** suggested to contact Virgin Atlantic to file for a refund. I need an outside mediator because this company doesnt seem honest nor competent.On September 4th, I went to ******* to purchased groceries for my children. I couldnt pay because ****** had charged my debit card twice for the penalties and the ticket price difference. When I realized this I contacted Orbitz for immediate action. One agent said I had to contact Virgin Atlantic to request a refund to which I responded that ****** took my card information and charged my card and Orbitz should deal with it.Virgin Atlantic was dishonest in word about this ***** supervisor/call notes and in deed, by potentially charging me twice. I want my penalty money refunded as ***** suggested. How can I trust a company that doesnt takes call notes? This process has been a nightmare and, as of now, I am not inclined to used their services again. This trip required sacrifice for us.Virgin has recorded calls for quality control. Please check into those to see the deceit of the agents. Refund.

  

  Business response

  09/07/2022

  
  Dear Ms *************
  
  Thank you for reaching out to us. I hope youre well.
  
  Im so sorry to hear that youre having issues with your travel agent. I can appreciate how frustrating and stressful this may be for you.
  
  As much as Id love to help, when a booking is made through a 3rd party, were very limited on what we can do as we dont have control over the ticket. Any refund requests will need to be requested via your travel agent.
  
  Ive gone ahead and reached out to our dedicated sales support team asking them to contact your travel agent directly to assist with any queries and issues that theyre having. That way we can get this matter resolved as soon as possible for you.
  
  I do apologise that I couldnt assist you further.
  
  I hope we can welcome you onboard in the future. 

   

  Demi-Lea

  Virgin Atlantic 

  Customer Care 

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have had a horrible experience with Virgin Atlantic. We arrived at ********** from *** on July 9, on flight VS21. It has been over 8 weeks and we still havent received our delayed baggage (Tag #: **********). We have tried to contact the airline by email and Whatsapp, with no response. We have received conflicting messages by email and on their baggage tracing website. We were in ****** for a wedding and have items in the baggage that are irreplaceable. It has been incredibly frustrating not to be able to get someone to talk to, or to get any reliable updates on the status of our baggage. We had checked in two suitcases and one of our suitcases did not arrive (Tag #: **********). At the airport we reported to the Virgin Atlantic and her response was are you sure its not there. Passengers report that their luggage didnt arrive and when we go and check we find it. We were appalled by the rude response. She finally agreed to file a report and she gave us a copy of the report (attached). On July 10th we went to ****** airport to check on the status. We spent over two hours at the airport waiting for the Virgin Atlantic Baggage Manager. When he arrived, he took the copy of the report and later informed us that when we filed the report at the baggage hall it hadnt been entered into their system and therefore we didnt have a file reference number that we could then use to trace our baggage. He provided us with the File Reference Number (IADVS28875). On July 11th we got an email that they are working on recovering the baggage. On July 17th we got an email that our baggage had arrived at our destination airport, cleared customs and was given to a courier. On July 29th we got an email that they cant provide a precise timeline for when we will get our baggage. On August 5th we got an email that our baggage must have arrived by now. We responded that it hadn't arrived and received no response. We went back to the airport and were told our baggage was still in ******.

  

  Business response

  09/06/2022

  Dear ***************

   

  Thank you for contacting Virgin Atlantic, I hope you are well.

   

  I am truly sorry that you still have not been reunited with your bag, I don't underestimate just how upsetting this must be for you. It is so disappointing to hear that you have had a negative experience as this is never how we would want our customers to feel.

   

  I know how frustrating this sort of thing can be, and understand how delays like this can impact our customers' plans. I'd like to assure you that we do everything we can to make sure your bags arrive with you; however although it's a good system there are rare occasions where we won't manage it. We're constantly working on ways to improve this aspect of air travel, and I hope you'll accept my apologies for the inconvenience experienced this time. 

   

  As we have been tracing for your bag for 21 days and have been unable to locate it, we must now declare the baggage irretrievably lost. I understand this must be very distressing, especially as you have mentioned there are important items to you in this bag. I cannot apologise enough as I acknowledge if this were to happen to me, I would be very upset.

   

  I can see you have attached a file to this BBB case, however, I am unfortunately unable to open this. I do have an irretrievably lost form to send you if you would be so kind to fill this out for us so we can review your claim. You will receive this email from ********************************************* under case reference VSCR-00441877.

   

  Thank you very much for writing into, my sincerest apologies for what has happened, I look forward to hearing from you.

   

  ***********************************?
  Baggage Services 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  
  

  Customer response

  09/07/2022

   
  Complaint: 17749406
  
  I am rejecting this response because: 

  I am not satisfied with the response from Virgin Atlantic. I attached to my complaint all the communication that I received from Virgin Atlantic which they indicate that they haven't  been able to access. Virgin Atlantic has not responded to the fact that they initially communicated that they had located my baggage and that it had been sent to my destination airport and was given to a courier for delivery. I want them to let me know what happened to my baggage, how are they saying now that they cant locate it? It has been over 8 weeks.
  
  Sincerely,
  
  *******************************

  

  Business response

  09/07/2022

  Dear Ms ********************************* am very sorry that you are unhappy with our response, I can appreciate if I lost my bags, I would be very distressed and it would never be our intention to cause further upset.

   

  I have checked this with a baggage tracing specialist who has had a look into your most recent comments, unfortunately, when the bag was lost and located, thousands of other bags across *************** were also lost at this time. I can see that the message we sent was when we were awaiting the delivery order, but it was sadly never confirmed with the delivery company.

   

  Please be assured that reuniting our customers with their bags and baggage handling is one of our top priorities, I am sorry that we have fallen short on this occasion. Due to the issues we are currently facing at ***************, it has been difficult to manage operation as normal, however, this is something we are currently in the process of resolving. I fully acknowledge this does not excuse the inconvenience and frustration caused and it is unfortunate that the baggage has not been declared as lost.

   

  As stated in my previous message to you, I have emailed you a form if you wouldn't mind filling this out and sending back to us at ********************************************** I am so disappointed that we are unable to do more for you but I do hope I will be able to assist you with a claim effectively.

   

  I look forward to hearing from you.

   

  Kind regards,

   

  ***********************************

  Baggage Services

  Customer response

  09/08/2022

   
  Complaint: 17749406
  
  I am rejecting this response because:

  While I appreciate the response from Virgin Atlantic it is still not clear what happened to my baggage after the airline sent me an email indicating that my baggage had been located and had arrived at the destination airport and was given to a courier. The response says that the airline was awaiting the delivery order which was never confirmed with the delivery company. Does that mean that it is the delivery company/courier that lost my baggage? By filling out the claim form for irretrievably lost baggage, does that mean that the search for my baggage will be stopped? Is the airline now declaring that my baggage is lost?
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After 4 solid months of constant follow up concerning my refund of $2000 and receiving the same vapid answers of "your payment has already been processed", I received the unfortunate message that my payment was not processed. Please Virgin Atlantic, do not insult anybody's intelligence by saying it was my bank's fault. I followed up with my bank constantly, the case was transferred from the operations manager to the branch manager and finally to the head quarters of the bank. After carefully scrutinizing my bank account and finding every digit to be correct, they firmly believed that if you processed this payment properly it would have come through or you would have provided an ARN number to track the funds. You failed to provide this number even after a month of asking constantly for it. In fact you kept giving me the same random receipt/paper numbers that you generated internally. This was not a cheap ticket. It ticket cost me almost $2200 and you have already taken out the fees you deemed necessary. You want me to start this process all over again, to wait another 120 days to know if my payment was processed or not? You have to provide me other options in which to receive my money. I have been very patient but the incompetence is now overwhelming. I am ready to take a legal route because this nonchalance has become ridiculous.

  

  Business response

  09/03/2022

  Dear ************,

   

  I hope this message finds you well.

   

  I'm truly sorry to hear about the issues you've been facing with your refund. I understand hoe upsetting and frustrating it must have been for you. 

   

  I've had a look at your case (VSCR-00428756) and I can see that my colleague ********* has sent you the below email on the 31st of August. 

   

  Just reply to the email received by us and we will action the payment straight away. 

   

  Once again, please accept my sincere apologies for any inconvenience caused. I look forward to your reply. 

   

  --

  Good Morning ***********,

  Many thanks for your response.
  

  
  We have been checking the status of your refund as we are aware you have been waiting longer than expected, I am sorry.
  
  We received notification from your bank that the payment had bounced back to us due to an invalid Bank Account Number.
  
  Our Refunds team and ************* have reached out to you via email to confirm your payment details so that we can process your refund as quick as possible. Please could you check your emails and respond to confirm your payment details.
  
  Thank you for your patience on this matter, we are looking to resolve your case promptly.
  
  Kindest regards,
  Virgin Atlantic *************

  Customer response

  09/03/2022

  Hi,

  Kindly attach the notification you received notification from my bank stating that the payment was bounced back to due to an invalid Bank ****************************** is requesting for it.

  ****

  

  Business response

  09/05/2022

  Thank you for your response. I hope you are doing well.
  
  Im so sorry for this issue youve been facing to get your refund. We are working tirelessly to have this issue resolved.
  
  As you are confident the bank details are correct, our Refund Team are happy to re-submit the request.
  Please be assured this wont take 120 days, it will be processed within the next 14 workings days pending the details are correct.
  
  Once again, please accept my sincere apologies for any inconvenience caused.
  
  Kind Regards,
  
  Virgin Atlantic Customer Care 

  Customer response

  09/08/2022

   
  Complaint: 17806369
  Hi,

  
  My bank has stated that the payment  to Virgin Atlantic was made using a debit card and using a web payment for the refund can make the transfer successful.

  Please note that this time I will need an ARN number to confirm that the payment was actually processed. The bank officials are taking this matter seriously because of the accusations made by Virgin Atlantic that the bank rejected the previous payment.

  Therefore, whoever is processing this payment should be diligent to ensure that the payment was actually completed successfully. 
  
  Sincerely,
  
  Jane 

  

  Business response

  09/09/2022

  Dear ***********,

   

  I hope this email finds you well. Thank you for your further email.

  Weve reached out to our Refunds Team for further help regarding your request. We will revert back to you once we have an update from them.
  
  I apologise for any inconvenience caused.
  

  
  Kind Regards,
  Virgin Atlantic Customer Care

  Customer response

  09/11/2022

   
  Complaint: 17806369
  
  I am rejecting this response because the bank account l initially provided is correct. I have attached the statement showing the account number.

  ********************************************* needs to provide me with other options to receive my payment, since they are finding it difficult to process the money to the account.

  Regards,
  ****

  

  Business response

  09/12/2022

  Dear ***********,

  I'm sorry to hear that you reject our previous response. Unfortunately, I am unable to open the attachment containing your bank account number. 

  Please could you send your account number so we can confirm it with our refunds team?

  We look forward to hearing from you.

  Kind regards.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We traveled from *** to ******** with a stopover at ******** on July,7,2022 we didnt recieve any of our baggage. We filed the appropriate form & the airline gave us a Whatssapp # to get updates - Tried that unresponsive I had to buy basic **************** no word from the airline despite several attempts We finally received 3 of 4 bags 3 weeks late, One was completely damaged & smelled so bad , the suitcase & all its contents had to be discarded The 4th bag is still missing!!In all this time (today is 51 days!) I got one email from the airline letting me know it might take as long as 45 days (today is 51)I have no idea where my missing bag is & have had expenses that have not been reimbursed & no word from the company

  

  Business response

  08/27/2022

  Dear Ms. ********?
  
  Thank you for getting in touch with us, I'm so sorry for the delay in our response due to an increase in our recent workload it's, unfortunately, pushed our response times back. We know this is frustrating for you and were working hard to get things back to normal. Id like to thank you for your patience during this time. 
  
  I'm sorry to hear that your luggage was, and in one case, still is delayed and for any inconvenience this caused. Im concerned to see that one of your cases was also damaged.
  
  I'd like to assure you that we do everything we can to make sure your bags arrive with you in tact; however although it's a good system there are rare occasions where we won't manage it. We're constantly working on ways to improve this aspect of air travel, and I hope you'll accept my apologies for the inconvenience experienced this time.
  
  I have contacted our baggage tracing team to make them aware that one of your bags still hasnt been located. They will reach out to you directly, either to help you locate your bag, or to declare it irretrievably lost. Once this has been done, we can proceed with your claim as a whole.
  
  In the meantime, please could you complete the following form with photographs of the damage to your case, a receipt for the case and the year in which it was purchased.
  
  https://www.virginatlantic.com/content/dam/vaa/documents/help-centre/damaged-baggage-form.pdf
  
  Please could you also include a receipt for the dry cleaning that had to be done after you received your case and list items that you had to get rid of along with their receipt if you have it.
  
  I noticed that you also said that you incurred out of pocket expenses for the time in which you were without your luggage. We will be more than happy to look at reimbursing you for these too, please just send the receipts in at the same time.
  
  We look forward to hearing from you soon.
  
   Kind regards,

  
  *********************?
  Baggage Services 
  
  Virgin Atlantic Airways Ltd 

  Customer response

  08/27/2022

  Hi Thanks for getting involved & helping me get some response from the airline

  I check the Worldtracer daily its says tracing still in progress its now day 52 I believe the website says if luggage is missing past 21 days its considered irretrievably lost.

  I do not have photos of my damaged luggage - it smelled so bad my son disposed of it  & all its contents (Iwas already back home!) It was not a designer piece it was around $150 when I bought it 

  I do not have receipts for my clothing - why would I?

  The  receipts for bare necessities I had to buy on my trip were all attached to the original letter

  Thanks

   

  

  Business response

  08/30/2022

  Hello. We responded to the customer on the 27th of August and are awaiting a reply from them. I have copied the email below for reference.

   

  Dear Ms. ********?
  
  Thank you for getting in touch with us, I'm so sorry for the delay in our response due to an increase in our recent workload it's, unfortunately, pushed our response times back. We know this is frustrating for you and were working hard to get things back to normal. Id like to thank you for your patience during this time. 
  
  I'm sorry to hear that your luggage was, and in one case, still is delayed and for any inconvenience this caused. Im concerned to see that one of your cases was also damaged.
  
  I'd like to assure you that we do everything we can to make sure your bags arrive with you in tact; however although it's a good system there are rare occasions where we won't manage it. We're constantly working on ways to improve this aspect of air travel, and I hope you'll accept my apologies for the inconvenience experienced this time.
  
  I have contacted our baggage tracing team to make them aware that one of your bags still hasnt been located. They will reach out to you directly, either to help you locate your bag, or to declare it irretrievably lost. Once this has been done, we can proceed with your claim as a whole.
  
  In the meantime, please could you complete the following form with photographs of the damage to your case, a receipt for the case and the year in which it was purchased.
  
  https://www.virginatlantic.com/content/dam/vaa/documents/help-centre/damaged-baggage-form.pdf
  
  Please could you also include a receipt for the dry cleaning that had to be done after you received your case and list items that you had to get rid of along with their receipt if you have it.
  
  I noticed that you also said that you incurred out of pocket expenses for the time in which you were without your luggage. We will be more than happy to look at reimbursing you for these too, please just send the receipts in at the same time.
  
  We look forward to hearing from you soon.
  
   
  Kind regards,
   *********************?
  Baggage Services 
  
  Virgin Atlantic Airways Ltd 

  Customer response

  08/30/2022

  Thanks

  Attached is the correct file with all my receipts & information

  I obviously don't have receipts for my clothing that was lost in the still missing suitcase or receipts for the clothing i had to throw out in the damaged one. They were not brand new clothing but were expensive & excellent & sorely missed:(

  I did provide receipts for the items I bought that I needed immediately 

   

  

  Business response

  08/31/2022

  Hello BBB

  I am very sorry to hear about this customers experience as I can appreciate it must be very distressing.

   

  I have had a look through our baggage systems and I can see that the customer has received correspondence from us in case reference VSCR-00429829 on the 27th of August. The case is currently in progress and is being handled.

   

  As this is being handled in the above case reference, I hope the customer will not mind this being closed.

   

  Thank you

   

  Baggage Services.

  Customer response

  08/31/2022

  it seems they are saying they responded. This is correct but only after BBB got involved 

  I"m worried if BBB steps out they will conTinue to ignore this

   

  THANKS!

  

  Business response

  09/13/2022

  Please note - we have responded via case VSCR-00429829

  Customer response

  09/13/2022

  Hi all I see is  this message below - what is the response?

   

  Please note - we have responded via case VSCR-00429829

  Thanks!

  

  Business response

  09/15/2022

  Thank you for your further correspondence. I hope that youre well.

  Im sorry to learn of the issues that youve experienced regarding your baggage and that youve been further disappointed by our response as that would never be our intention. I dont underestimate the inconvenience caused.

  Having reviewed your claim, Ive happily arranged reimbursement of ***** ILS in relation to the items that you needed to purchase while your bag was delayed as well as USD **** for your damaged and missing items as listed on your claim form.

  Using the exchange rate of 1 ILS = ******** USD where applicable, this equates to a final settlement of ******** USD. I have calculated this using the exchange rate published on XE. Com today and I have sent you a link directly to redeem your payment.
  
  Im afraid that were unable to reimburse for gifts or food items as previously advised.
  
  Please accept my sincere apologies once more. I hope that we can look forward to having the pleasure of welcoming you onboard again soon.
  
  Kind regards,
  
  Customer Care 
  
  ******************************************************************** Ltd 

  Customer response

  09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer response

  10/24/2022

  I"m just following up on an earlier issue which was supposedly resolved but never was I haven't heard from the airline since they reported to you that they would reimburse me & they have not!! File : Case VSCR-******** Thanks

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked flights through Virgin Atlantic and i was never told that tickets are non refundable. I called two days later to ask about cancellation and i was told i can cancel anytime. Now i am trying to cancel and they are saying its non refundable and the customer service agent hung up on me and was very rude.

  

  Business response

  08/20/2022

  Dear ***************,

  Thank you for your email, I'm sorry for the delayed response.

  I'm sorry to hear that you were unable to get a refund as your tickets are non-refundable. I can understand how disappointing and frustrating it must have been for you. Please accept my sincere apologies for all the inconvenience caused.

  As per the notes in your booking, I can see that a full refund has been authorised by one of the team leaders in our customer centre.

  Please allow 14 working days to process the refund. 

  Once again, please accept my sincere apologies.

  I hope you have a lovely weekend, and we look forward to welcoming you onboard one of our flights again in the future.

  Kind regards,

  ***********************************

  Customer care

• Initial Complaint

  08/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I took a flight from ******** to *** with a stop in ******. I had my 2 babies with me. In ******, they made me check the strollers. When we arrived in *** on 7/25/22 the strollimmediately. ers and everything that was attached or in the stroller was missing. I filed a missing items report at the airport and on 8/3/22 they finally delivered almost everything. We checked in: a YOYO stroller with a foot rest. in the pocket there was a pair of Saint ******* sun glasses. we also had a Uppababy rumble seat and a footmuff. Since I have small kids the strollers were a MUST and I had to replace them immediately. I spent approximately $1500 for the replacement. when the strollers finally came, a few items were missing: YOYO's foot rest, the sun glasses and the footmuff. I contacted Virgin a few times and asked for reimbursment of it all but they never responded. they are still showing one item missing since they were unable to locate it, but I since I had to replace it all I am looking for a full payment.

  

  Business response

  08/18/2022

  Thank you for getting in touch with Virgin Atlantic following your flight to ***********. I hope that you had a lovely time away.
  
  Firstly,please accept my apologies for my unintentionally delayed response and for not being able to reach out sooner.
  
  Im sorry to learn that your strollers were delayed, I dont underestimate the inconvenience caused when travelling with small children.
  
  The handling of passenger belongings is a top priority, so your particular experience is an unusual one.  We do our best to ensure your belongings reach their final destination on time and with you.  However, with both manual and automated processes in place, things can occasionally go wrong.
  
  Having reviewed your claim, Ive happily arranged reimbursement for $1131 in relation to the strollers that you needed to purchase and have sent an email containing a payment link to your email address.
  
  With regards to the sunglasses, as a safeguard to our customers, we do stipulate in our General Conditions of Carriage, that fragile and valuable items should not be included in checked baggage. And with this in mind, Im unable to consider this aspect of your claim.
  
  Please accept my sincere apologies once more for any inconvenience caused. I hope that we can look forward to having the pleasure of welcoming you and your family onboard again soon.
  
  Kind regards,
  
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  Customer response

  08/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I flew from ****** to ***** (via ******) on Virgin Atlantic flight on June 16 with two checked-in bags.Ticket was booked by ***** airlines, however, the flight was operated by Virgin Airlines (Confirmation # G3S4GO)When I arrived in ***** on Virgin flight VS 302 on June 18th morning, only one of the checked-in bags arrived at *************. I filed a missing bag complaint with Virgin Atlantic airlines office at ************* and was given a receipt for the missing bag: PIR # DELVS20566. Since June 18th, it has been two months, however, I am unable to speak with any customer support person from ********************** Airlines to get the status of my missing bag. I tried calling several times but even when I get through to a live person after waiting for hours, I get transferred to someone else or the phone gets disconnected. I have written several emails to Virgin Atlantic airlines but have only receive an automated reply.I filed a claim for compensation for delayed baggage with Virgin airlines on July 25th since I had to purchase essential items in ***** because of missing baggage but have not received any response from airlines till date. On Aug 5th, I filed another claim for lost baggage with Virgin Airlines and but still have not received any response.I really don't understand how Virgin Airlines can do business in US when they have such horrible customer service who does not bother to respond to any phone/emails for more than 2 months Please contact the airlines and help find why they have not tried to contact me 2+ months after the bag was lost.Please also help with my claims for compensation for delayed baggage as well as the claim for lost baggage.Thank you,-*************************

  

  Business response

  08/17/2022

  Hello from Virgin Atlantic.
  
  Your AHL Reference: DELVS20566
  
  Firstly, once again were so sorry for the delay to your baggage. Were delighted to let you know that your baggage has been now located and has been scheduled for the next available flight to your destination airport.
  
  Once your baggage arrives, it will need to clear customs, after which we will contact you to confirm the local courier delivery timeline.
  
  (We are unable to deliver delayed baggage to addresses in ***** due to customs regulations, so we will contact you when your baggage is ready to be collected).
  
  You can view the status of your bags online: http://www.worldtracer.aero/filedsp/vs.htm.
  
           Please ensure Personal Details section has the correct delivery address and your contact details.
  
  We understand that you may need to purchase some essential items in the interim.
  
  You can claim reimbursement via this page: https://help.virginatlantic.com/gb/en/baggage/claim-for-essentials.html. We kindly request that receipts are submitted.  
  Were truly sorry for the inconvenience, upset and frustration we know this has caused.
  
  We are aware that you may have received the above message more than once. We are sending daily updates to reassure you that we are still working hard to re-locate your bag.
  
  Kind regards
  
  Customer Care Baggage
  
  ******************************************************************** Ltd
  
  
  
  

  Customer response

  08/17/2022

   
  Complaint: 17726818
  
  I am rejecting Virgin Airlines  response because they have not addressed any of the issues mentioned in the claim:

  1. The response from Virgin airlines claims that the luggage has been located and will be on the next flight. They gave a website address to check the status. Upon checking the website, the status shows as:"Tracing continues, check back later". Please see attached picture. This is the same status that has not changed since the past 2 months.

  2. It's clear that they have not read the complaint properly. They are asking me to file a claim for compensation due to delayed baggage. However in the original complaint, I mentioned that I already filed the compensation claim on July 25th according to the process specified on Virgin airlines website. They have made no mention on when they will pay compensation for delayed baggage.

   

  
  Sincerely,
  
  *************************

  

  Business response

  08/23/2022

  Dear Ms. *******?
  
  Thank you for your email, please accept my apologies for the delay in our response, I am sorry to see that your luggage has been lost and for the inconvenience this caused. The handling of customer luggage is a top priority, so your particular experience is an unusual one. 
   
  We do our best to ensure your luggage reach their final destination on time and with you. However, with both manual and automated processes in place, things can occasionally go wrong. I'm sorry that this was the case for you.
  
  I have reviewed your case with our Baggage Tracing team who have advised me that *********************** confirmed the bag was sent to ***** however ***** have not been able to locate your bag.
   
  As your luggage has now been declared irretrievably lost, we require you to complete the Irretrievably lost luggage form for us to settle your claim in full along with your expenses incurred. I have included the link below and also attached the form if easier.
   
  https://www.virginatlantic.com/content/dam/vaa/documents/help-centre/irretrievably-lost-baggage.pdf
   
  Once complete if you could please reply to this email with it attached along with receipts for your items.
   
  I look forward to your reply and to fully assess your claim.
  
  
  
  Kind regards,
  
  *******************?
  Baggage Claims
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00422278 is updated and we will get back to you as soon as we can.

  Customer response

  08/23/2022

   
  Complaint: 17726818
  
  I am rejecting this response because: I have already emailed the completed Irretrievably lost baggage claim form along with available receipts to Virgin on 8/5/2022 but received no response. I have again emailed the claim form and all receipts to Virgin Baggage Claim today with Reference ?VSCR-00422278 / Email:0120607070.

  I am also attaching the claim form here for reference. Please let me know how long it will take to process the claim since the baggage has been lost since June 17th, 2022
  
  Sincerely,
  
  *************************

  

  Business response

  09/02/2022

  Dear *****************,

  Hope you are doing well.

   

  Kindly find below our response sent to you by my colleague ***** on the 31st of August 2022. This response resolves this case as the claim has been paid to you on the same date.

  --

  Dear *****************?
  
  Thank you for taking the time to respond to me, I do hope that you're keeping well and having a lovely week so far. 
  
  I am so sorry for any confusion caused, the ************************* cover's the whole of your claim, including the items that you had to purchase during the time that you didn't have your baggage. 
  
  We would recommend that you contact any private insurers you have to advise them of the situation. It is possible that their liability may extend further than the Montreal Convention
  
  I hope that this experience hasnt discouraged you from travelling with us in the future as it would certainly be our pleasure to welcome you back onboard.
  
  Kind regards
  *********************?
  Baggage Services 
  Virgin Atlantic Airways Ltd 
  The VHQ, ***************************************************************************************************************************************************************************

  Customer response

  09/04/2022

   
  Complaint: 17726818
  
  I am rejecting this response because:  Virgin continues to falsely claim that they have paid me any compensation. Truth is that I have not received a single ***** from Virgin airlines even though they have declared my luggage as irreverably lost more than a month ago

  
  Sincerely,
  
  *************************

  

  Business response

  09/07/2022

  Dear Ms. *******?
  
  Thank you for your further response. 
  
  I once again apologise for any confusion caused by our response, I understand that you are continuing to reject our response. We have offered you a total of $1,705.31 in reimbursement for your lost baggage which you have accepted.
  
  Your bank details were provided by you on 26th August 2022, and it can take 14 working days for the funds to process back into your account. In the meantime, thank you so much for your patience.
  
  As my colleague has previously explained, this is the maximum we are able to pay, should you wish to claim further, you would need to speak with your private travel insurance. 
  
  Please allow 14 working days for your reimbursement.
  
  
  Kind regards,
  
  *******************?
  Baggage Services
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00422278 is updated and we will get back to you as soon as we can.

• Initial Complaint

  08/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I booked a Virgin Atlantic flight via Justfly for myself and a companion, and was able to use the two departure flights to get to my destination -- TLV. I didn't have access to my email as I was overseas, so I used the Virgin Atlantic mobile app to manage and view my bookings. However, when I arrived at the *********** on Friday, July 29th, I found that my flight had been cancelled without any text notifications or notifications on the Virgin Atlantic app. I tried to find a Virgin Atlantic kiosk or representative in TLV, but found that there was no one available that day. I tried calling Virgin Atlantic, but was unable to reach a customer service representative that could help us rebook the flight. I tried calling Justfly and the customer service representative said they were having trouble rebooking my flight. They told me to go ahead and rebook the flight if I could on my side. Even after returning and checking my emails, I found an email from Virgin Atlantic from July 21 saying that my flight from *** to *** had been cancelled and that they would be rebooking it, but I could also rebook myself by logging into the site. When trying to request the refund from Virgin Atlantic, they said I had to contact Justfly for it. When requesting the refund from Justfly, they said they weren't responsible for it but had to send the refund request to Virgin Atlantic, who denied the claim. Virgin Atlantic needs to take responsibility for cancellations instead of trying to push the blame onto Justfly. I'm requesting a full refund for the new ticket I bought going from *** to *** on Friday, July 29th. Attached is the ticket purchased.

  

  Business response

  08/13/2022

  Dear *********,

  Thank you for contacting us and please accept my apologies for my unintentional delay in getting back to you.

  I have thoroughly looked into your case for you.

  I am truly sorry you were affected by a change to your original itinerary. We will always try and avoid to make changes to our valued passengers itineraries where possible. Im sorry that in this instance it was unavoidable.

   When a booking is made through a third party, we have no control over the ticket. It is the sole responsibility of the travel agency to assist their customers as the booking is through them. I can see that we had notified **** Fly of your change of itinerary on the 20th July 2022. We send this to *************** to allow them to notify their customers ands help to assist you with making other arrangements.

  I am sorry if it seems like you are being passed to and fro, as you are under contract with **** Fly and they will need to reach out to Sales Support who are our dedicated team who work directly with third parties. 

  I politely need to refer you to your Travel Agent as we have sent all supporting notifications to them in advance of your flight, we will do everything we can to work with your travel agent to resolve your case, and in terms of a refund **** Fly will need to contact Sales Support for further assistance.

  Thank you for giving me the opportunity to explain further.

  I really hope **** Fly are able to help you further. 

   

  Kind Regards,

  Customer Care

  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

   

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I flew to ***** from ****** with a layover in ******. Virgin Atlantic did not put one of my bags on the plane until the NEXT day. One of my bags was gate checked due to it being an instrument. Neither of my bags were at ***** when I arrived. The fact that one of my bags was not even put on the plane until a day after I flew out is absolutely insane to me. Because of both of my bags not arriving, I had to spend over $1000 in emergency supplies such as toiletries and clothes, along with even more to rent musical equipment such as a bass, pedals, and an amp that were all lost as I was going to Europe to play concerts, including a festival with over ****** attendees. Not only the actual cost of replacing these items, but the time lost, and the mental strain this put on me. Other members of the band were carrying merchandise such as records, hats, and cymbals that also were lost. This caused us to lose out on several thousand dollars of merch sales, along with additional rental fees. I have called dozens of times and have received no information or a ***** in reimbursement. I was also told that they are just now processing reimbursements for emergency expenses from December 2021 which is absolutely unacceptable. I received one of my bags 2 weeks after I flew. What happened to my bass guitar is absolutely mind blowing. It shows it was delivered to my apartment via roadie, however I checked with my apartment and they never received it in the locked and secured mail room. I asked my neighbor and she said that it was left on my door step in my apartment. No one delivers to the doors in my apartments, since we have a mail room. It was likely stolen and there are no cameras or records of anything. Disgusted that they would take a personal item of mine and deliver it in this way and never contact me to ask where I would like it left. I have heard nothing and received no contact, or assistance, and I have nowhere else to turn.

  

  Business response

  08/09/2022

  Thank you for contacting Virgin Atlantic following your flight to *****.
  
  Im sorry to learn of the issue that you experienced regarding your baggage and the impact that this had on your trip. I dont underestimate the inconvenience caused.
  
  The handling of passenger bags is a top priority, so your particular experience is an unusual one.  We do our best to ensure your bags reach their final destination on time and with you so its disheartening to learn of your experience.
  
  Where a customer travels with two separate airlines on one itinerary, it can be difficult to establish where or when luggage is mishandled.  So, it's been agreed by all airlines that the final carrier will assume responsibility for all baggage claims. If the other airline find that we are partially or fully at fault they will come back to us to recover their settlement to you.
  
  While Im not able to locate your booking without your dates of travel, as you mention that your final destination was *****, we would need to refer you to Air France on this occasion who I can also see created your property irregularity report.
  
  Please accept my sincere apologies once more. I hope that we can look forward to welcoming you onboard again soon.
  
  
  Kind regards,
  
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

  Customer response

  08/09/2022

   
  Complaint: 17690794
  
  I am rejecting this response because: I have received zero assistance or help via Air France and it WAS Virgin Atlantic who mishandled my bags, and also who I paid. If they cant step in to assist with a resolution then I demand a refund for my flight. 
  

  My booking reference is E9K6ZP departing AUS 6/24 and CDG 7/6
  
  Sincerely,
  
  *********************

  

  Business response

  08/10/2022

  Dear ***************,

  Thank you for your response.

  I can appreciate your frustration and the inconvenience this had caused you seeing as you are a band member, and of course required your musical equipment. I am truly sorry this has happened to you.

  As explained previously, as your flight operator was Air France on your last leg on the 25th June. Although you booked your ticket through Virgin Atlantic there are certain concerns that,under legislation, must be dealt with by the operating carrier, which is AirFrance,and your experience falls under that brief.
  
  You can make a baggage claim on their website https://wwws.airfrance.fr/en/contact using your Air France Reference 37BG5J. 
  
  Whilst I appreciate your request for a full refund of your flight,  this is unfortunately not something we can offer.
  
  Air France are required to assist you further on your claim and I truly hope your matter is resolved promptly.

  Kind regards,
  
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I arrived to *** on 7/27 on Virgin Atlantic flight #***. Its been 8 days and I still didnt get my luggage. Tried to contact them via, mail, sms and Whats app, with No response. They send me a link , I check it 3 times a day it never updates. Tried calling them no answer. No one got back to me to tell me where is my luggage

  

  Business response

  08/08/2022

  Dear Mrs. Tiab?
  
  Thank you for your email, please accept my apologies for the delay in our response, I am sorry to see that your luggage was delayed and for the inconvenience this caused. The handling of customer luggage is a top priority, so your particular experience is an unusual one. 
   
  We do our best to ensure your luggage reach their final destination on time and with you. However, with both manual and automated processes in place, things can occasionally go wrong. I'm sorry that this was the case for you.
  
  I can see that your first bag was sent out for delivery on 29th July and therefore you should have received this. The second bag is on the VS7 today and should be with you promptly.
  
  I can certainly look into reimbursing you costs for buying clothing and essential items, which you incurred as a result of your luggage being delayed, however we do require receipts of your purchases. If you could please reply back to this email with receipts attached and the amount you are claiming for, we can assess your claim in full, I look forward to your reply.
   
  I'm really sorry about what happened, I promise you it's not something we make a habit of. I hope it won't put you off flying with us the next time you travel.
  
   
  Kind regards,
   *******************?
  Baggage Services 
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00433669 is updated and we will get back to you as soon as we can.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩