Old May 20, 2013, 10:54 AM
aki aki is offline
Join Date: May 2013
Posts: 2
Default Virgin Atlantic Sucks!!! (boarding pass error & damaged suitcases)

My husband purchased two adult tickets thru CheapAir.com. We were flying Virgin Atlantic (SFO-Heathrow) & British Airways (Heathrow-Frankfurt). On Nov 11, 2012, we checked in at the Virgin Atlantic counter. The lady at the counter handed my husband TWO boarding passes (to Heathrow & to Frankfurt) and only ONE boarding pass to me (to Heathrow). We were puzzled and inquired another staff about our boarding passes. She told us that it was not a big deal and instructed us to just follow the Change Airline sign when we got to Heathrow.

When we arrived Frankfurt, there was my husband's suitcase, but my suitcase was at Heathrow, due to the boarding pass error. I was told that I would receive my suitcase at our hotel, but it never came that night. I wear soft contact lenses and my contact lense kit was in my suitcase to avoid the security hustle, so I couldn't take my lenses off. I was not supposed to sleep wearing them, but I conked out at 4 am or so, I was exhausted... when I woke up, my contact lenses were stuck to my eyeballs and my eyesight was blurred. I wandered the downtown Frankfurt in the morning with my impaired vision to purchase a contact lense solution, makeup, etc...

During the Europe Tour, our suitcases (I got mine at our second hotel) kept flipping sideways. We examined them and found that they had a 3-5 inch crack by a wheel.

When I got back to US, I wrote to the Customer Relations with the pic of our suitcase. The Customer Liaison Manager wrote me from UK. He didn't have an explanation regarding the boarding pass error, so he suggested us to contact our "Travel Agent." Huh??? We never used such service. My husband purchased TWO IDENTICAL ADULT TICKETS. It was a human error done by Virgin Atlantic employees at the counter. For our damaged suitcases, he blamed British Airways, for being our final carrier. Our suitcases arrived Heathrow together on the same 10 hour Virgin Atlantic flight, and arrived Frankfurt separately on the 45 min British Airway flights, due to the boarding pass error. It's hard to believe that our suitcases were damaged in the exact same way on two separate occasions.

From now on, we wouldn't mind pay extra NOT to fly with Virgin Atlantic again. I ADORE Richard Branson, he's like Steve Jobs in my world, but our experience with them is just HORRENDOUS... Nobody was accountable for our mishaps. It was our first time in Europe and supposed to be our dream come true moment... Thanks so much, Virgin Atlantic!!
Old May 21, 2013, 8:51 PM
lostinlondon lostinlondon is offline
Join Date: Jul 2011
Posts: 31

Hi Aki,

Used to wear contacts and found myself more often than none without case or storing liquid. In such situations, I have found that keeping the contacts overnight in saliva works quite well as a short term alternative to leaving them on.
With regard to the baggage issue, it's important to clarify that Virgin are not merely trying to shift the blame onto BA. In fact, airlines have agreed amongst themselves that it would be down to the last carrier to whom the loss was reported on arrival at the destination airport to handle any claim. Once the claim is settled, BA will request VS to pay their share based on the distance flown by each airline.
Old Dec 7, 2013, 7:56 PM
aki aki is offline
Join Date: May 2013
Posts: 2
Smile Virgin Atlantic worked with me - no complaint, whatsoever :-)

I'd like to update that Virgin Atlantic worked with me and I have no complaints against the company whatsoever.

Ms. B spent hours & hours to investigate my case and resolved it fairly. I am very grateful... Thanks so much, Ms. B!

Travelers, please travel safe... Happy Holidays!
virgin atlantic

More options...
Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off

Forum Jump

Similar Threads
Complaint Complaint Author Forum Replies Last Post
Baggage Problems Damaged Ripped Suitcases Meena Suhale Southwest Airlines Complaints 2 Apr 7, 2013 7:35 PM
Check-in / Boarding Don't let your boarding pass hit you on the way out nottheactress Southwest Airlines Complaints 4 Apr 27, 2012 3:23 PM
Customer Service Denied Boarding Because of Delta Agent Error DavidShea Delta Air Lines Complaints 1 Jul 21, 2011 10:41 PM
Virgin Atlantic - serious misspricing error Bilidikid Virgin Atlantic Complaints 0 Nov 17, 2008 4:46 AM

All times are GMT. The time now is 2:08 AM.


About Us

We are the oldest and largest Airline Complaints organization in the world. We have been making your airline complaints matter since 2006. Learn more.



Advertise with us to reach a highly-targeted audience of airline passengers.

Copyright © 2020