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Virgin Atlantic Airways Complaint - Terrible Customer Service - Flight from London to Washington DC
Flight from London to Washington DC - Complaint
While on our way to Heathrow Airport, we were stuck in traffic for 2 and half hours because of an accident and me and my wife were 7 minutes late before the baggage closing time which I found later as being 60 minutes prior to the actual flight time. They refused to do anything at all. We requested to let us fly without our baggage and they still refused. We were directed to the booking section where the representative told me that there was a 200 pound change fee per person but had no seats until the 26th of October. She suggested us to come to the airport every morning and stand by just incase some one doesn’t show up or buy a one way ticked for the next day for $1500 each. We were basically stranded at the airport. We basically were forced to take a United Airline flight back for $1200 the same day.
What kind of airline is this? Are they trying to make money off of people who had no control over the situation at all? I will never fly Virgin Atlantic again.
What kind of airline is this? Are they trying to make money off of people who had no control over the situation at all? I will never fly Virgin Atlantic again.
Comments:
Posted by Ben There on 2009-10-16:
Did you call the airline to let them know you were running late? The reason for the cut off is not because they don't feel like checking in any more bags, but they have to have them over to security by a certain time or they risk delaying the flight for hundreds of other people. Most airline charge the change fees for missed flights because you are basically getting 4 plane seats for the price of two - the ones you purchased plus 2 new ones which they could sell for very expensive walk up fares. Sure it would be wonderful customer service if they waived the fees, but in these hard times for the airlines they just are not going to give away things for free like they used to.
Posted by PepperElf on 2009-10-16:
plus if you're flying and leaving your bags behind or on another flight
the bags will most likely require more screening
why? simply because some bombers don't actually want to die with the plane. just because you know you're not a danger, it doesn't mean the airline automatically knows
it's one thing is the airline is late on the luggage.. but when the passenger is the one doing it, they don't automatically trust.
nor should they
the bags will most likely require more screening
why? simply because some bombers don't actually want to die with the plane. just because you know you're not a danger, it doesn't mean the airline automatically knows
it's one thing is the airline is late on the luggage.. but when the passenger is the one doing it, they don't automatically trust.
nor should they
Posted by BEJ on 2009-10-16:
I do not see how this is terrible customer service because you did not get what you wanted. The cut off times are related to sending off the bags to be screened. Their hands, so to speak, were tied and nothing could be done It was not your fault or their fault because you got stuck in traffic--it just was.
Posted by justthefaxx on 2009-10-16:
It's not their fault you were late (no matter what happened). If the flight is closed out, its closed out. All they did was advise you of the policies that you should have already known about.
As for flying without your luggage, that could easily be done by someone with a bomb in their luggage. I know you didn't cause the accident but this wasn't Virgin Atlantic's fault either.
As for flying without your luggage, that could easily be done by someone with a bomb in their luggage. I know you didn't cause the accident but this wasn't Virgin Atlantic's fault either.
Posted by DCGirl on 2009-10-18:
I have vivid memories of sitting at the gate for two hours at Heathrow because someone who's luggage was on the plane had not actually boarded it, causing a security incident. They are very strict about people and their luggage flying on the same plane at Heathrow.
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