Old Aug 28, 2011, 11:29 PM
shatnerm shatnerm is offline
Join Date: Aug 2011
Posts: 1
Default Virgin America lost my bag, then refuses my claim

My luggage did not arrive with me on this direct flight from LAx to San Francisco. I was in transit to Hawaii and was told my bag was most likely still at LAX and would be sent to Honolulu when it was located. I called regularly to check and it was not delivered. I had NO clothing or anything while I was in Hawaii. This is also a case of discrimination, because they said they would email me a form but I do not usually use the internet , and so asked for the form to be it to be mailed, which it was and I returned it regular mail on within 30 days. I called on the 10 days later to be sure the claim form had been received and was told the for HAD to be emailed, that anything sent in the mail would probably not get to them. How can a company only offer email for their claims process. They say they had been emailing me for weeks, but they did not have my correct email. They state it was [email protected] which is NOT my email, nor has it ever been. My email [email protected]. I scanned in the copy of the form I had mailed in and then emailed it on August 19th, after being told I had until the 20th on the phone. I then received a response that it was TOO late, even though their policy and letter stated 45 days, but they had already sent it to the claims committee and it was rejected. This is unlawful, unethical and unprofessional. I intend on legal action against Virgin America if they do not reinstate my claim. In addition their policy of not allowing claims through regular mail or fax is discrimination against those without regular internet, or chose to not utilize computers regularly. The customer service from a Jeb and Pou was RUDE, unhelpful, contradictory and misleading. I will be taking them to court over the matter since luckily I have proof, and they are not even denying I got them the form in time. Just that they decided to take it to a claims committee before the 45 days. HORRIBLE AIRLINE. Will never fly them again, nor my family or friends.

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