Virgin Atlantic Airways Complaint - Rudest Customer Service from CATHY in lost Baggage Department
My daughter flew on Virgin America on May 29th as unaccompanied minors and were flying to New York to connect to Emirates International flight EK204 to Dubai. Upon checkin the agent forgot to give her back her passport and Akeza flew to newyork with Virgin America by the time it was recovered. On arrival to Newyork she did not have her passport to board the international flight. Further more, Virgin America left one bag in San Francisco. Emirates also insisted that there was no way for them to transport the bag to dubai without a passenger. When I called Baggage claim 650 821-8485 I spoke with Paula who seemed caring but needed instructions from someone named CATHY. Cathy instructed Paula to let me know there was absolutely nothing they could do and I needed to call guest care on Tuesday June 1st. I spoke to Cathy who was the most rudest person I have ever spoken to. She basically told me to shut the F off and she did not give a D...n about my child and it is not her responsibility because she was not the agent and she had nothing to do with the delayed bag. Cathy also said that Virgin America does not take responsibility for anything lost or missing. She insisted that bags can be delivered at anytime as long as they are delivered. I asked if they could bring back the children to California, but she ignored that question. I asked if Virgin would take responsibility for the missing bag and she said no because she was not handling the bag. She then banged the phone on me. Meanwhile, I have an 11 yr old traveling unaccompanied stuck in New York because of their mistake. First and foremost I had to change the connecting flight because of the missing passport and missing laggage. The change was $1,400 and the cost to fly to New york with United Airlines to hand over the passport the agent did not had over when checking in.