ComplaintsforVirgin Atlantic Airways, Ltd.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My ******** flew from ************ (************) - ****************) - ** (***).Our luggage was lost. There is NO WAY to speak to anyone at Virgin Atlantic regarding luggage. I had $3000 worth of belongings in my bag. Their communication is a daily email that says the same thing everyday. The ************** number does NOT WORK. This is unacceptable for an airline!

  

  Business response

  08/05/2022

  Thank you for getting in touch. I hope that youre well.

  Im sorry to learn that your baggage was delayed, and of the difficulty experienced getting in touch with us. I dont underestimate the inconvenience caused.

  The handling of passenger bags is a top priority. We do our best to ensure your bags reach their final destination on time and with you.  However, with both manual and automated processes in place, things can occasionally go wrong.

  I understand that you may have needed to purchase some essential items while you were without your baggage and will be happy to look at reimbursement. Please sent any itemised receipts to ********************************************* for review.

  Thank you again for getting in touch.

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

  Customer response

  08/05/2022

   
  Complaint: 17659276
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business response

  08/05/2022

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

  
  I am sorry to see you were disappointed with our response.

  
  We are looking to resolve your case promptly and for us to do so, we require you to send any relevant receipts regarding your lost baggage and any purchases of essential items whilst you were without your bag to ********************************************* for review.

  
  Please include your booking reference so we are able to look into your case further.

  
  Thank you for your cooperation and we look to resolve your case very soon. 

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

  
  

  Customer response

  08/05/2022

   
  Complaint: 17659276
  
  I am rejecting this response because:
  Our flight was June 21st. We still have no luggage. We need a full reimbursement for our luggage. Offering maybe pay essential items when theres a receipt is not sufficient. 
  I understand why they have made it so we cannot speak to anyone, because they have no intention of helping out. 
  Theres not even an offer for points for Virgin Atlantic. Its absolutely insane. 
  
  Jared & *********************************

  

  Business response

  08/12/2022

  Dear Mr. ***********?
  
  Thank you for coming back to BBB.
  
  I would once again like to offer my sincere apologies for your delayed luggage.
  
  In order to proceed with your claim, we do need receipts for the essential items that you purchased. As soon as we receive the receipts we can review applicable reimbursement.
  
  With regards to compensation, unfortunately this isn't something that we offer for delayed luggage. We will reimburse you for any items you need to purchase while your bag is delayed, which is why we also don't offer compensation.
  
  
  
  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-00421626 is updated and we will get back to you as soon as we can.

• Initial Complaint

  07/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to rebook my flights that were cancelled due to the pandemic since 2020. After multiple failed attempts to get in touch with their customer service due to high volume and different time zones, I recently filed a complaint to hopefully help get their attention and help me resolve this issue. They basically told me to just try again and offered no alternative contact method or recourse for my situation. They refused to refund me even though they cancelled my flights and they wont even work with me to help me utilize what I paid for. The site clearly states there should be someone available during PST hours but youll find that this is false as there is no one available to assist. Its like they are trying to rob me of $2100. I just want to rebook my flights or get a refund. Anything to never have to deal with this company again.

  

  Business response

  08/01/2022

  Dear Mr. Linford?
  

  Thank you for taking the time to write in. I hope you're keeping safe and well. 
  
  I'm sorry to hear that you're having trouble contacting our *************** team to rebook your flights. Unfortunately, this is the only department to contact regarding your query.
  
  We have a web messaging option that is available in my booking on the Virgin Atlantic website or If you wish to call our team, you can reach them on ******************* from ****** or *************** from ******. If you are calling from somewhere else in the world, you can find the best contact number on our website.
  
  For any general queries, you *** be able to find the answer by speaking with ******, the Virgin Atlantic help bot. You can find ****** by clicking Let's Chat!
  
  Alternatively, our website, virginatlantic.com has lots of general information that *** be able to assist. We do also have a selection of webforms for *********** queries and rebooking options that can be found at Virgin Atlantic - Contact Forms.
  
  Kind regards,

  Ayesha Islam?
  Customer Care 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com

• Initial Complaint

  07/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased tickets online direct through Virgin Atlantic. I am in a situation where I need to change the dates of travel. I tried changing the dates online, and there is no option to change dates online. I have been calling daily being on hold for hours, and still have not been able to speak to anyone. After wasting hours trying to speak to someone over the phone, I decided to try online chat. I was able to get a hold of someone and she sent me a link to input my information so that I could get a voucher/credit. I did what the agent suggested, and I ask her if I qualified for a voucher, and she told me that I do. I went to the link and filled out the information so that I can get a voucher, so that I could then rebook my flight online for the new dates. I received a response saying that I don't qualify for a voucher, but I am able to change travel dates. That is what I have been trying to do, but I am not able to speak to anyone to do so. Instead of wasting my time on the phone, why would they not offer me a voucher so that I can book the tickets online myself without having to call daily to try and get a hold of someone to help me? I am not asking for a refund. I am asking for a voucher so that I can rebook my flight myself, instead of trying to call customer service. It doesn't make sense. If you don't have the staffing to keep up with the demand, then offer the customers ways to do it themselves without assistance. This is really poor customer service. This is the only airline that I have had difficulty making changes, as others allow you to do it online. Offer me vouchers for the flights I booked so that I can reschedule my flight and get on with my life, instead of wasting peoples time trying to speak to someone from Virgin Atlantic for assistance.

  

  Business response

  07/25/2022

   

  Dear ***************,
  
  
  I hope this email finds you well.
  
  
  Weve received your case through the Better Business Bureau platform.
  
  
  Im truly sorry to hear your experience with us has been poor. This isnt how we want to our treasured customers.
  
  
  I was very disheartened to learn youve been trying to make changes to your booking and have been going back and forth with us instead to no avail. Im so sorry.
  
  
  Be assured your experience will be fed back to the relevant teams. We take feedback seriously and where improvements can be made, they certainly will be.
  
  
  
  Im happy to schedule a call with you and arrange one of my colleagues from Ticketing Team to make the changes to your ticket if you prefer. Kindly let me know a suitable time to contact you and Ill have it arranged.
  
  
  I dont underestimate your emotional hardship and frustration when trying to resolve this matter. As an apology and goodwill gesture, Ive credited ****** Virgin Points into your *********** account. I understand this doesnt change what happened, but I hope it makes some amends.
  
  
  
  Once again, please accept my sincere apologies for this unpleasant experience.
  
  
  
  
  I look forward to your reply.
  
  
  
  
  
  
  
  Kind regards,

  Customer Care
  

  Customer response

  07/27/2022

   
  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

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ** flight was canceled and l filed a claim over the phone with a customer service rep who confirmed that l will be receiving a refund in ***** business days. On May 27th I got an email saying the needed my account number , which l sent. After several emails, on June 9th, l got an email saying that my refund has been processed and will take a maximum of 14 working days. It has been one story after another from When ever l am able to reach the customer service rep. ** case is always being expedited with no results.Please l need my refund. This is my first attempt at flying with Virgin and l must say it is disappointing that such a reputable company is still holding onto my refund after deducting their fees. Booking reference: CM2LP5 Claim reference: RFNG4203

  

  Business response

  07/23/2022

  Dear Ms ****

  Thank you for getting in touch with us regarding your refund.

  I'm truly sorry for the length of time it has taken to resolve this for you. I completely understand your frustration.

  I have taken a look into this, and can see that this was paid via bank transfer on the 27th June. Please find attached a receipt confirming this.

  Once again, I am sincerely sorry for the delay with this ***********. We are so grateful for your continued patience and understanding. 

  Customer response

  07/28/2022

   
  Complaint: 17608993
  
  I am rejecting this response because: *********** does not have a record of the funds being sent. The bank has requested for the SESSION ID to trace the funds if it was actually sent.

  l have also attached the bank statements for ********* to show that this money has not been received.
  Please send the requested Session ID.

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

  

  Business response

  07/29/2022

  Dear ***********,
  
  

  Thank you for your response. I hope you are doing well.
  
  
  I am sorry to hear you remain unhappy with our response. I understand that youve felt as we acted unfairly towards your case. This is not how we want our treasured customers to feel.
  
  Im pleased to confirm that the refund has been paid on the 21st of June, 2022. Kindly find attached remittance receipt for your reference.
  
  Im really sorry youve been facing issues with your bank to have this amount credited into your account, you may present the attachment as a payment proof.
  
  Please accept my sincere apologies for any inconvenience caused. 

  Wishing you a lovely day ahead.

  
  
  Kind regards,
  
  Customer Care 
  
  Virgin Atlantic Airways Ltd 

  Customer response

  07/29/2022

   
  Complaint: 17608993
  
  Virgin Atlantic pls stop sending me automated replies. I doubt you read my last response. The bank needs a SESSION ID to prove that you sent the money and to track the funds. 
  

  The random numbers in the same document you are sending are all numbers from your end. 
  

  Kindly ask your accountant for more information about this.
  
  Sincerely,
  
  **** E

  

  Business response

  08/12/2022

  Good afternoon ***********,
  

  Thank you for reaching back out to us here at Virgin Atlantic Customer Care.
  

  I noticed my colleagues have provided you with a receipt, but I am so sorry to hear that your bank havent received your refund, I don't underestimate how frustrating this must be.
  

  I have requested an ARN number for you from our Refunds Team, once we have received this information from them, we will get back in touch as soon as possible.
  

  Have a lovely day.
  

  Kindest regards,

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

  Virgin Atlantic Customer Care

  Customer response

  08/19/2022

   
  Complaint: 17608993
    A session ID is a number generated after a successful transfer.  It will helps the bank track where my refund is, if it was truly processed.
  It is not the same as reference or paper ID.

  l understand that customer service maybe ********************** to the information that they have, therefore it is necessary to refer my request to the individual who confirmed that my refund was processed to obtain the Session ID.

  Kindly confirm that this ARN number will help to track the funds to know where it is. 
  lt should be different from the same receipt number that l have been getting from customer service.

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

  

  Business response

  09/01/2022

  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.

  Have a great day.

   

  Kindest regards,

  Virgin Atlantic *************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I flew on Virgin Atlantic to ****** on Jun 15th and returned to the states Jun 27 on the way there they lost one of my suitcases i had to buy clothes but i didn't save my receipt so i couldn't get reimbursed i went my self the next day to the airport and found it on the way back they lost another suitcase and i had an event the day after i landed i was told when i made my claim that i can buy new necessary clothes i just need reciepts i needed to go to once a again buy new clothes it cost me over $1000 yes like 5 das later they did return my suitcases but i need to get clothes in the interim i emailed them Jun 30th with copies of receipt i got no response i Whatsapp them as well got no response hold time on the fon is average over 7 hours

  

  Business response

  07/28/2022

  Thank you for contacting Virgin Atlantic.

  I'm sorry to learn of the issues that you experienced regarding your baggage being delayed and for the delay in our response.

  
  I can confirm that your claim in relation to the items that you needed to purchase has now been reviewed and reimbursement arranged.

  
  Please also accept my apologies for the inconvenience caused by the difficulty that that you experienced when trying to contact our tracing team and be assured that we provide feedback to the relevant departments so that we can make improvements where necessary.

  
  Thank you again for getting in touch. I hope that we can look forward to having the pleasure of welcoming you onboard again soon.

  
  Kind regards,

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

  
  

  Customer response

  01/13/2023

   
  Complaint: ********
  
  I am rejecting this response because: complaint #******** the last i saw virgin said they would send me a check they never did i waited and waited and then tried loggin back into the bbb complaint to see if there was an update or if i can file a follow up complaint but i got a msg that the loggin codde expired i would like to be able to log back in and file a follow up complaint that i b=never ercieved the promised moneis
  
  Sincerely,
  
  ***********************

  

  Business response

  01/14/2023

  Hello, 
  
  Thank you for your recent message. 
  
  Unfortunately we do not issue cheques for reimbursement of expenses and we had sent an email to ******************* on the 28th July 2022 with a link for them to submit the bank details and then the payment would be made within the next 14 days of submission of the bank details. 
  
  The email address this was sent to was where the original request came from. 
  
  I will resend this email using the email address provided on this case which is *********************
  
  They will need to click on the link in the email and then submit the bank details and the payment will be made to their bank within the next 14 working days from submission of the bank details. 
  
  Kind Regards
  
  **********************************
  Customer Care
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is about our family travel from ****** airport (***) to ********* (SAN) leaving on July 9th from ******. This was rebooked by ******* airways due to their schedule issues. The confirmation number for Virgin Atlantic is C9KPHM. baggage claim # LASVS15537. case id#********** We reached ********* late and not able to continue our final destination. No one from Virgin Atlantic or ******* airways able to book our tickets to reach the final destination. We waited for more than 18 hours and then took a rental car and drove to the *********. Three bags are still missing and unable to talk to anyone . Receiving emails about confirming bags are delivered but bags never reached our home . The claims website have issues and unable complete the details to get compensation. Sent mails about the issues to ********************************************** ******************************************* with screen shots , but no progress yet. Two things to be resolved 1. missing bags 2.reimburesement for the expenses and hardship we went thru.Not sure which Virgin Atlantic office handle this issue.

  

  Business response

  07/26/2022

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

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

  I'm sorry to hear that you've had disappointing experience with us. I'm sorry that we failed to provide the high level of service that we aim for. 

  Your flight from *************** to ********* arrived 20 minutes later than expected, As your flight was booked within the minimum connecting time we don't see any reason why you wouldn't have been able to make your flight with **************** from ********* to ***********. We are therefore unable to provide you any compensation for your flight delay. 

  Please accept my sincere apologies that you've been waiting a long time to receive your baggage. I can understand how stressful and frustrating it must have been for you. Our records show that your baggage has now been delivered.
  Please do send me your out-of- pocket expenses and receipts for your delayed baggage and they will be sent in for review and consideration.

  Once again, please accept my sincere apologies for all the inconvenience caused.

  Kind regards,

  ***********************************
  Adviser - ************* & Claims
  *********************************************

• Initial Complaint

  07/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a family who booked upper class seats on Virgin Atlantic under booking #CI6CHU. On June 22nd we were to leave *** for ******** aboard flight V8. After sitting on plane on the tarmac for six hours, the flight was cancelled and we were bussed to a remote terminal with the promise of gate attendants who would provide hotel vouchers for the evening and advise about reimbursement for losses such as hotels and connections in Europe. This did not happen and we were forced to find our own accommodations for the night, as well as transportation and food, at our expense. Upon returning to the airport the next day, for a new flight, counter staff refused to discuss reimbursement and stated someone would be in touch at ********. Again, once at ******** no one was there to advise as to reimbursement, however, we have since filed a claim for expenses in ***********, as well as loss of non-refundable hotels and transfer expenses in *******, with no response from Virgin Atlantic.Upon returning to *********** on July 10th, after a 1.5 hour delay to load luggage at ********, we arrived at *** to find that two of our bags were never placed on the plane. It has now been six days, the luggage is still at ********, and Virgin refuses to accept responsibility and agree to pay for necessities needed that are in those bags. They continue to refer us, via bots, to their delayed luggage policy which states that they only reimburse for necessities while you are away. No one from Virgin will discuss the delayed baggage, reimbursement or the need to reroute one bag to the owner who has now returned to college. We only receive computer generated messages advising that they have people working on this at ********.We need the baggage delivered to the proper addresses and we need a commitment that we can purchase necessities and will be reimbursed promptly by Virgin Atlantic. We also need reimbursement for losses due to the June 22nd cancelled flight.

  

  Business response

  07/25/2022

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

  I hope this email finds you safe and well

  
  I am sorry to hear that your experience with us did not meet your Virginexpectations. We believe every customers journey should be seamless and something to look forward to. Your feedback is greatly appreciated.
  Apologises 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 reaches 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.
  As baggage is handled by a dedicated team I would kindly direct you to fill out a lost baggage form by clicking the link below and someone from the team will get back to you.

  
  https://help.virginatlantic.com/fr/en/baggage/claim-for-lost-baggage.html

  
  With regards to your delay and out of pocket expenses it is unfortunate you experienced this, unfortunately it is the nature of the industry and sometimes things do not go to plan. However, our ground team didnt sound atall helpful and I can only apologise for this.
  
  I can certainly look into reimbursing you costs for buying essential items, which you incurred as a result of 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.

  *****************************?
  Customer Care 
  
  ******************************************************************** 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-00430026 is updated and we will get back to you as soon as we can.

  Customer response

  07/25/2022

   
  Complaint: 17573314
  
  I am rejecting this response because:

  We have been working with your executive office in ****** and anticipate reimbursement for our expenses from June 22/23rd within 14 days.  However, with respect to our missing/delayed/lost baggage, please be advised that we filled out a missing baggage report at *** on July 10th (along with approximately 60 other passengers from our flight) and still do not have our luggage.  THAT WAS 15 DAYS AGO.  Your response that things go wrong, etc., is ridiculous.  Your airline knows where the bags are (********) and refuses to send the bags to our addresses in *****************.  How long do you expect people to live without their personal items?
  
  Sincerely,
  
  *************************************

  

  Business response

  07/26/2022

  Dear *************************

  I am truly sorry you are still waiting for your luggage, I completely understand how frustrating that must be.

  As I am sure your aware, **************** has experienced multiple Baggage System Failures which has caused many issues with passenger's luggage across all airlines and is completely beyond our control. I want to assure you that both our Baggage Team and our **************** are working hard to locate your luggage and get them returned to you. 

  I can see you have been liaising directly with my colleague who is working hard to get more details for you. As soon as she has further information she will reach out to you directly.

  We do apologise again for any inconvenience caused and appreciate your continued patience as we work to locate your luggage.

  Kind regards

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

  Customer response

  07/26/2022

   
  Complaint: 17573314
  
  I am rejecting this response because:

  Yes, I have been speaking with a colleague of yours out of ******, but I haven't heard back from her for a couple of days.  It seems that not even your executive office can get information out of your baggage team.  This is why I have filed a series of complaints because surely someone can pull rank on the baggage team and get them to return peoples' personal property.  It has been 17 days since we turned our luggage over to your employees at the Upper Class ticket desk at ********.  It has been 17 days since your representative at *** advised that our luggage would be on the next flight out.  It has been 6 days since a man from a luggage delivery service called to say that one of our bags was in ** (the bag that needs to go to *****, **********).  We have heard nothing about the other bag that is, presumably, still at ********.  Your company continues to claim that the delay of baggage is the result of problems with ********, but what your company hasn't done yet is tell me and your other customers what you are doing about it.  Your company took possession of our bags.  We paid your company a tidy some to fly upper class with the promise that you would get us and our bags to our destinations.  You haven't done what we contracted you to do, so until our bags are returned and we are fully reimbursed for the purchase of necessities, I will continue to reject your response.
  
  Sincerely,
  
  *************************************

  

  Business response

  07/28/2022

  Good afternoon **************************,
  

  Thank you for reaching back out.
  

  I am sorry to hear you are not happy with my colleagues response, this is never our intention.
  

  I have reached out on your behalf to our Baggage Team to see if we can provide you with an update.
  

  Once again *************************, I am so sorry for the delay and thank you so much for your continued patience.
  

  Warm regards,

  ***********************
  Adviser - ************* & Claims
  *********************************************
  
  

  Customer response

  07/28/2022

   
  Complaint: 17573314
  
  I am rejecting this response because: This complaint simply isn't resolved.  Until we have both bags back in our possession and have been reimbursed for our expenses incurred for necessities after 19 days without bags, we will not consider this complaint resolved.  Nineteen days is a long time to go without clothing, shoes and necessities.  This matter should have been "looked into" back at day four.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06/22/22 we were set to fly from *** to *** with a layover of approximately 2 hours in *********. Our first flight was delayed over 3 hours, and we were forced to stay on the aircraft for that entire time with our two very young children (6 months and 2 years old). Due to the delay, we missed our connecting flight in ********* and when we went to the Virgin Air desk to rebook another flight, we were told the earliest flight they could get us on was in over 10 hours. The flight they recommended was also a connecting flight and would add another layover into our total travel time. We ended up going with the very inconvenient flight arranged by Virgin Air and arrived at our destination over 12 hours after the original arrival time. To top it off, the airline lost our very expensive stroller ($1,500). We arrived at our destination completely exhausted, late at night, and with no stroller to relieve our very tired kids. We filed a claim at ********************** for the lost stroller baggage on June 23rd 2022 and have not heard anything to this day.Our return flight *********** was scheduled for 7/1/22 with a 1 hour layover in *********. We realized that it was too risky to fly with such a short layover time. We did not want to risk missing our connecting flight (and be stuck in the same situation as we were in during the arrival flight). We called Virgin Air to rebook us on a different flight, or at least rebook our connecting flight to give us enough time to clear customs in the event of an airline caused delay. After being on hold for 2.5 hours, while on vacation, we were told there was nothing that could be done and that we would just have to show up to the airport and hope for the best. Then they hung up on us while we were speaking on the phone. This was poor customer service and this ordeal forced us to rebook another flight with a different airline for a significant upcharge ($3904.43) as we booked last minute. I would like a full refund for the flights.

  

  Business response

  07/21/2022

   

   

  Dear *************?
  
  Thank you for getting in touch. I hope youre having a wonderful day.
  
  Im so sorry to hear about all the disruption you encountered on your flight from Washington. I can understand how upsetting and stressful that must have been, especially when travelling with such young children.
  
  I understand your booking was made through a travel agent. Whilst your travel agent made the booking through Virgin Atlantic, none of our aircrafts were involved in your trip.
  
  Whilst we can act as a booking agent for other airlines, we can only be responsible for delays on our own aircraft and bags that we have lost.
  
  I would recommend reaching out to your travel agent and the airlines you flew with for assistance so that you may get a resolution to your problem.
  
  Im sorry again for the stressful experience you had. I hope well be lucky to welcome you onboard a Virgin Atlantic aircraft in the future.
  
   
  Kind regards
  *********************
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  Phone: ********************
  http://www.virginatlantic.com

  Customer response

  07/22/2022

   
  Complaint: 17547902
  
  I am rejecting this response because:
  

  The charges made on my credit card were from Virgin Atlantic, not any other airlines. I contracted the airline (KLM) to see if they would be responsible for compensating me for this unsatisfactory service provided and they said they were not responsible and to contact Virgin Atlantic to receive a refund. 

   

  Sincerely,

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

  

  Business response

  07/23/2022

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

  Thank you for your email, Im sorry for the delayed response.

  After reviewing your case, I'm confident that Virgin Atlantic did not operate any of your flights and therefore we are unable to compensate you. 

  Although we have a codeshare agreement with them and your booking is under a Virgin Atlantic codeshare flight number, you need to refer to the correct airline that operated your flight and make a claim.

  Im sorry its not the outcome that you were hoping for, but I hope you manage to resolve this with KLM. 

  Please accept my sincere apologies for all the inconvenience caused.

  Kind regards,

  ***********************************
  Adviser - ************* & Claims
  *********************************************
  
  

  Customer response

  07/25/2022

   
  Complaint: 17547902
  
  I am rejecting this response because:

  Dear *********************, 

  Ive contacted KLM already and they said they did not make any charges to my credit card and hence cannot compensate anything and suggested to contact the operator which charged my credit card, which is Virgin Atlantic.
  

  I have still not received my lost baggage from this flight, have not been compensated at all for the expenses that have incurred due to the significant flight delay and lost baggage. When trying to contact the airline they say they cannot do anything about the situation.

  Im deeply disappointed by the poor customer service and lack of anyone willing to help the customer. 
  

  I will never be booking/flying using Virgin Atlantic again and have also reported the case to DOT. 

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

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,My name is *** ***************************. I had an Air France flight operated by Virgin Atlantic Airways flight from *** in ****** to *** in *** via *** in ****** on July 4, 2022. My booking reference number is: VIIML3.While traveling, I was first of all not given a vegetarian or vegan meal as mentioned in my booking and as expected. Due to my dietary restrictions, I had to almost stay hungry for the entire journey.After reaching our destination in ***, we waited at the baggage counter for one of the bags that didn't arrive. After waiting for almost an hour, I went to the counter only to know that Virgin Atlantic Airways was aware that my bag was left out at ****** airport, but didn't bother to tell me about it and wasted my time looking for it. I was given a form with the *** number and other details in order to track my baggage. *** number is: SFOUS33451.I had a lot of important stuff like my medicines and newly shopped clothes from Paris for me and my fiance which we were supposed to wear for her trip in the **. It also had all undergarments, 3 pair of shoes and our skin routine products which I couldn't carry in cabin bag. The airlines agent said that it will take more than 5 days for the bag to arrive. This is inconsiderate and unprofessional behavior. It is really unacceptable that we will be spending next few days shopping our basic needs stuck in our bag. I demand full refund for our flight and extra costs that I am going to incur due to all the time and money spend shopping. Hope to get my due charges from Virgin Atlantic Airways. Thank you!

  

  Business response

  07/10/2022

  Hi BBB

   

  The response time to our baggage claims are delayed slightly due to the issues with LHR's baggage belts. We will respond to the customer as soon as possible.

   

  Customer Care *********************************************.

  Customer response

  07/11/2022

   
  Complaint: 17542736
  
  I am rejecting this response because my basic necessity things like medicines, skin & hair routine products, shoes, fiance's makeup box, clothes & shoes are all stuck in the baggage.

  I want a confirmation from the airlines that they will reimburse me for each of the items along with my flight ticket compensation as I need to keep going to the mall post work to shop for them in order to carry out mydaily routine smoothly.
  
  Sincerely,
  Raj ***************************

  

  Business response

  07/14/2022

  Dear Mr ********?
  
  Thank you for your further email regarding your recent flight with us. I do hope that you are keeping well,.
  
  I was sorry to hear that your luggage was delayed and apologise for any inconvenience this caused. 
  
  I have reviewed your file and I can see that your luggage has now been returned to you, I do hope that everything was OK with the luggage when you received it back. 
  
  With regards to the expenses incurred during the delay, please send us your receipts for the items purchased, and we will be happy to review a claim for you. 
  
  I was sorry to hear that you didn't receive the special meal that you requested, I can appreciate how upsetting this would have been for you and I do apologise that we weren't able to provide you with suitable food for your flight. 
  
  I am sorry but we are unable to offer a refund of your flight, as you did still travel to your destination, so your ticket wasn't without worth. 
  
  Mr ********, thank you for taking the time to contact us, we look forward to hearing from you soon. 
  
  Kind regards,
  
  *******************?
  Baggage Services 
  
  Virgin Atlantic Airways Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  Phone: ******************** or if you are in the *** **** 880 6253
  http://www.virginatlantic.com
  
  If you wish to respond please just click reply to this email to ensure your individual Case VSCR-00426167 is updated and we will get back to you as soon as we can.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi,My mother ************************************* traveled to ************* on 6/18 (e-ticket number: *************). Upon arrival at ***, her checked bag did not arrive at the baggage claim. We filed a report at the airport (PIR # SFOVS33285). The missing bag had many essential items including medicines, clothes, and toiletries. Hence, we had to purchase the essential items in *************. Her checked bag arrived 5 days later.Per https://help.virginatlantic.com/fr/en/baggage/claim-for-essentials.html we filed a claim. However, there was no response from Virgin Atlantic after several follow-up phone calls and emails. Appreciate it if you can reimburse the *** ****** as soon as possible. Please feel free to reach out to me if you have any questions.Thanks,******

  

  Business response

  07/09/2022

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

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

  I'm sorry to hear that you baggage was delayed, due to the baggage belt delays at *************** we have had significant delays to customers baggage and claims.

  We will be in touch with you as soon as possible.  

  Once again, please accept my sincere apologies for all the inconvenience caused.

  ***********************************
  Adviser - ************* & Claims
  *********************************************
  

  Customer response

  07/09/2022

  The business responded with "We will be in touch with you as soon as possible. " 

  They have not stated any timeline or details about the resolution.

  I'd like to keep this complaint open until they fully resolved this issue.

  Thanks!

  

  Business response

  07/16/2022

  Thank you for getting in touch. I hope that you're well.
  
  Firstly, please accept my apologies for my unintentionally delayed response and for not being able to reach out sooner.
  
  I'm sorry to learn that *************************** luggage was delayed, and expenses incurred. I appreciate how disappointing this must be.
  
  Please be assured that I've arranged reimbursement in full in relation to the essential items that needed to be purchased and a payment link sent.
  
  Kind regards,
  Customer Care 
  
  ******************************************************************** Ltd 
  The VHQ, ******************
  *******
  RH10 9DF, **
  http://www.virginatlantic.com
  
  

*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. ↩