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Virgin Atlantic Airways Complaint - Appalling service from Virgin Atlantic - Flight from San Francisco to London
Flight from San Francisco to London - Complaint
Flying back to London Heathrow from San Francisco with Virgin Atlantic, my wife and I packed our house and car keys into our checked luggage, given the heightened security situation at the time. Whilst in Virgin's charge, my bag was opened and our keys were removed. Virgin's ground staff refused to offer any practical help, and wouldn't even call a locksmith to get us into our house. The cost to us of replacing locks etc came to £358, only £155 of which we were able to claim back through insurance.
When I wrote to Virgin about this, they at first simply ignored me. After several attempts and nearly two months, they replied but have never apologised for losing our keys and say they are not legally obliged to offer any compensation. The offhand manner in which they have dealt with this incident is, in my view, disgraceful. I won’t be flying with them again and recommend that others avoid them too.
Incidentally, our flight was also delayed for 6.5 hours on the way out. As I said, there was a heightened security situation at the time but Virgin Atlantic seemed to have the biggest queues and the longest delays.
When I wrote to Virgin about this, they at first simply ignored me. After several attempts and nearly two months, they replied but have never apologised for losing our keys and say they are not legally obliged to offer any compensation. The offhand manner in which they have dealt with this incident is, in my view, disgraceful. I won’t be flying with them again and recommend that others avoid them too.
Incidentally, our flight was also delayed for 6.5 hours on the way out. As I said, there was a heightened security situation at the time but Virgin Atlantic seemed to have the biggest queues and the longest delays.
Comments:
Posted by DebtorBasher on 2006-12-28:
Ok..I only read your first paragraph and didn't have to read anymore...why would anyone check their keys? What problem is it to put your keys in your pocket or your wife's purse? Checking your keys in your baggage is just plan stupid. I don't think you're gonna get a whole lot of ..."ahhh, poor fella" from anyone on here.
Posted by MRM on 2006-12-28:
That was a very informative review mjork1982. I am too appalled that Virgin Atlantic Airways would not own up to their responsibility of losing your house keys and you had to pay out-of-pocket to change your locks which is expensive. Shame on you Virgin Atlantic Airways for your negligence of customer service!
Posted by Shakra on 2006-12-28:
I'm with DB. That is just ludicrous. I would never put my keys (or anything else of value) in my checked on luggage. That's just crazy!
Posted by DebtorBasher on 2006-12-28:
It's not as if it was bowling ball that you had to sit on your lap all the way there...geez you could have stuck a hook in you keys and have your wife wear them as earrings..they do that in London you know!
Posted by DebtorBasher on 2006-12-28:
You/your...the edit option is gone!
Posted by Lidman on 2006-12-28:
True story.. I left my car at SF air port one time in the long term parking lot. I went to Scotland for three weeks and when I got back to the air port I could not find my keys, panic set in. I called someone to being me an extra set of keys not just car keys, house key, office keys, etc.; Then when I got to the car and started to open the trunk, there they were. Point is never say never and stop calling people stupid, it's not nice.
Posted by KenPopcorn on 2006-12-28:
If you flew from SF, the bag was opened by the federal TSA people, not the airline. Why would they have any liability for lost keys? Further, I find it hard to believe that it was the one and only key in existence.
Posted by DebtorBasher on 2006-12-28:
I didn't call anyone stupid...I called the action this person took as being stupid....I accept you're apology.
Posted by familytravel on 2006-12-31:
I'm sure that this was all very frustrating for you. However, you cannot blame only Virgin Atlantic for stealing the keys. TSA also has contact with checked baggage, not just the airline. However Virgin should have been more sympathetic about the situation.
Posted by Lidman on 2006-12-31:
DB who said you were stupid? I think we can some this up by saying:"Hey! Like a Virgin"
Posted by rhondam718732 on 2007-01-02:
Expecting Virgin to comp you on a locksmith for packed keys is craziness. PLUS, if you were both on vacation why did both of you have to pack your keys? Bottomline...packing vital items is "at your own risk" and secuirty measures for keys is simple. Place them in the little trays and put them thru. No problems or issues.
Posted by mjork1982 on 2007-01-06:
Thanks for the comments. To respond to some of them:
1) Should I have put keys in my hold luggage? In retrospect, clearly no. But security on flights between the US and UK at the time was extremely tight. Anyway, its not possible to carry all of your valuables in your hand luggage.
2) Is this the responsibility of the airport rather than Virgin Atlantic? As far as I'm concerned, VA took money off me
for a service which they failed to provide. They should bear the risk of things going wrong, or at least have the decency to apologise.
3) Did other keys exist? Yes, but they were locked in my house! Anyway, my name and address was clearly marked on my baggage. Had I not changed the locks I would have been vulnerable to burglary as I have no way of knowing whether the keys were accidentally lost or deliberately stolen.
People can make up their own minds. If
they read this and then decide to fly with VA anyway, that's their call. At least they will be doing so with knowledge of the risks they are taking.
1) Should I have put keys in my hold luggage? In retrospect, clearly no. But security on flights between the US and UK at the time was extremely tight. Anyway, its not possible to carry all of your valuables in your hand luggage.
2) Is this the responsibility of the airport rather than Virgin Atlantic? As far as I'm concerned, VA took money off me
for a service which they failed to provide. They should bear the risk of things going wrong, or at least have the decency to apologise.
3) Did other keys exist? Yes, but they were locked in my house! Anyway, my name and address was clearly marked on my baggage. Had I not changed the locks I would have been vulnerable to burglary as I have no way of knowing whether the keys were accidentally lost or deliberately stolen.
People can make up their own minds. If
they read this and then decide to fly with VA anyway, that's their call. At least they will be doing so with knowledge of the risks they are taking.
Posted by LadyAnastasia on 2007-01-21:
Firstly, due to the current situation within UK airports, you still cannot take keys onto the flights with you, they must be in your checked luggage. Secondly, if you read the small print, Virgin wont accept responsibility for your checked luggage once it has been checked in, as after it leaves the check in staffs hands, it is in the sole charge of the airport, it does not enter the hands of Virgin staff again. Thirdly, yes Virgin should have replied to your complaint, but again if you read the small print, anything you take with you is at your own risk, and they are right to not compensate you. Anyway worse things happen in this world, and how are you sure you just didnt leave them at the accomodation?
Posted by mjork1982 on 2007-02-06:
My last word on this:
1) I'm 100% certain the keys were in the luggage.
2) I'm sure the small print means that legally Virgin aren't obliged to do more than they have. But an apology would have been nice.
3) Yes, much worse things happen, although being locked out of your house following a long-haul flight isn't the most fun experience.
The bottom line - if you think Virgin have provided good service on this occasion, and would be happy if they treated you the same way, then use them. If not, consider the alternatives.
1) I'm 100% certain the keys were in the luggage.
2) I'm sure the small print means that legally Virgin aren't obliged to do more than they have. But an apology would have been nice.
3) Yes, much worse things happen, although being locked out of your house following a long-haul flight isn't the most fun experience.
The bottom line - if you think Virgin have provided good service on this occasion, and would be happy if they treated you the same way, then use them. If not, consider the alternatives.
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