Virgin Atlantic Airways Complaint - Customer Service!
On August 19th I traveled from Dubai to London and then London to JFK. On arrival at JFK (3 1/2 hours late) one of my pieces of luggage was missing. I was told that it had not been loaded in London and it would come the following day. I was supposed to transfer to an American Airlines flight to Toronto but due to the late arrival I missed that flight and was put in a hotel for the night. I traveled on to Toronto on the afternoon of August 20th. On the 21st I called Virgin at JFK to ask about my bag. Nobody was able to help me and there was no record of the file number I was given. Over the next week I continued calling several times a day with the same response. My call was constantly forwarded to various Virgin personnel, none of whom were able to give me any answers. I finally called the VP of Swissport baggage handling services to see if they could help me. He told me my bag had been at JFK since August 20th but he could not understand why it had not been forwarded. He arranged for it to be shipped to Toronto by FedEx the following day which it was, although Canada Customs would not release it so I had to rent a car to drive to Toronto airport and pick the bag up myself. After receiving my "lost" bag (12 days late!!) and unpacking it, my digital camera was missing!
I then returned to Dubai via the same routing on September 21st with an eleven hour layover at Heathrow. On arrival at Dubai the following day both pieces of my luggage did not arrive! They came in the following day and were delivered to me at home.
I have sent several letters to Virgin Atlantic over the last six weeks, including to the Director of Customer Services. I have incurred a lot of expense in the form of many long distance phone calls, car rental and had to replace my digital camera. A month ago I submitted a claim form to Virgin Atlantic (London) but have yet to hear a response from them. There has been no offer of any kind of compensation for my losses. In fact I have had NO response from anyone at Virgin Atlantic since this whole episode began on August 19th!!!!!!!!