Below will be the notice that I delivered to Virgin Atlantic Customer Support. Just before studying the notice, pplease observe that it's today over per week since I have delivered this letter and that I have nevertheless had simply no contact in the Virgin Atlantic Customer Support office. Our baggage is however found, and that I proceed to battle liaising using the Virgin Atlantic Indian call-centre, that's responsibe for searching missing baggage. I had been guaranteed a-50 lb payment (more of an insult than any type of payment) because of the proven fact that my carrier wasn't situated within twenty four hours; I'm still fighting to acquire this cash from Virgin despite my bills being posted towards the related statements division over yesterday.
'To Whom It Might Matter
Re: Grievances regarding Virgin Atlantic Airlines flight amount VS602 about the 13th April.
About The 13th April my buddy Ian Jones and that I decided to travel to Manchester from Cape Town on Virgin Atlantic Airlines. Never, have I been so amazed from the countless incompetencies and insufficient customer support supplied by just one flight provider.
Your Virgin Atlantic reservations were completed online. It got me four times and numerous telephone calls to Virgin Atlantic Airways to ultimately get verification of my charge card cost being obtained, and following acceptance of our scheduling. This really is undesirable since your automatic mail reaction to clients particularly states that no scheduling is closing till payment is established.in my own expertise, other online flight reservations and cost confirmations are immediate.
Virgin Atlantic given people chairs on the connecting South African Airways (SAA) trip departing Cape Area at 17:10 and coming in Johannesburg at 19:10. Your Virgin Atlantic trip was planned to leave Johannesburg at 20:40. Fortunately, our SAA trip wasn't postponed. Nevertheless, understanding the regular procedures at E R Tambo International Airport we actually went in the domestic terminal towards the global final. Upon arrival in the Virgin Atlantic table we were informed the trip was shut! The guy behind the Virgin Atlantic table needed to create some inquiries to determine what he might do to obtain us about the trip. After I questioned him if this occurred frequently, he explained constantly! I ask you, why do you permit your Virgin Atlantic guests thus very little time between your connecting routes when daily there are many routes on SAA from Cape Area to Johannesburg?
Up to speed the trip the enjoyment program didn't run completely, and also the program needed to be restarted on two events having a downtime of one hour after every restart. The meals offered may be the toughest food I've actually consumed up to speed a trip, and that I haven't experienced such sluggish support from flight attendants. All I will believe is the fact that Virgin Atlantic is reducing expenses in most path, from team figures towards the fundamental trip procedures of one's clients.
On arrival at Heathrow Worldwide, Ian Jones was named towards the Virgin Atlantic Customer Support Luggage Table. He was educated that ‘his’ carrier hadn't appeared about the airplane. The carrier was, actually, my carrier - a place I relayed towards the guy behind the Virgin Atlantic Service Luggage Table. We were informed that people could be approached by Virgin Atlantic to recommend about the standing of my carrier throughout the span of your day. I ultimately approached Virgin Atlantic Luggage Solutions at 18:00 to discover if my carrier could be placed on that evening’s trip. I had been educated the carrier hadn't however be situated but they might contact Southafrica and obtain back again to me. While talking with the Luggage Providers again, the purpose of contact, Tazim, might no further supply me with any info without first talking with Ian Smith! While talking with Ian Smith he explained he had had no feedback from Southafrica, nevertheless he'd make sure that somebody approached me very first thing each morning. No one approached me. I named Virgin Atlantic right before 10:00 and was informed they were still awaiting info from Southafrica! I've only appeared in Birmingham, with simply no apparel or toiletries, and never to say that I also provide many interviews set up for tomorrow with consequently no appropriate clothing. But, obviously, this really is of small significance to Virgin Atlantic, who can't actually inform me when they have discovered my carrier or after I can get it to become shipped! Tazim, required that possibly I ought to record the items of my carrier so they might determine a number of distinguishable products – may Virgin Atlantic Airways or Traditions genuinely have the audacity to-go through my issues without me being present? Tazim, likewise appeared to have a problem understanding what I had been stating, he held seeking that I phonetically enter products for him! Pravin (another contact from Luggage Providers) recommended that I contact the statements division; nevertheless Pravin was not able to inform me when they may pay me for that fundamental incidentals between today and my carrier coming, as Statements is ANOTHER individual department at Virgin Atlantic Airways! Pravin recommended me that Virgin Atlantic might retain me updated on the two constant schedule concerning the standing of my carrier – he should have been kidding, when I am however to get a phone from their store
Not just have I appeared in Birmingham without my carrier, but additionally without my Virgin Atlantic unaccompanied luggage! I had been recommended by Virgin Atlantic to liaise with fighting Consolidators concerning the procedure and expenses of delivering unaccompanied luggage, because they are Virgin Atlantics ‘agents.’ I handled Craig Bailey from fighting Consolidators who offered me AN ENTIRE estimate and recommended that I fall off the baggage on Friday the 10th May to ensure that there is good-time to set up the required for that freight cargo which was to be delivered about the 12th April, coming in Manchester about the 13th May over time for all of US to gather the baggage on our appearance in Manchester about the 14th April. All luggage was really sent to fighting Consolidators by Mon the 7th April to make sure that there have been no setbacks regarding my freight. While requesting about assortment of my cargo at Heathrow, Bradley Van Wyk from fighting Consolidators recommended that I simply had a need to proceed the Virgin table at Heathrow! On arrival at Heathrow, it quickly became obvious this WASN'T the situation. We'd employed an automobile for that evening, to ensure that assortment of my cargo could be simple, nevertheless after producing our method to the Virgin Atlantic Freight website we realized the vehicle wasn't required since none of my freight have been delivered to Birmingham! The guy in the party of the Virgin Atlantic Freight website aimed us to a different factory, where we had a need to visit clear the products (a procedure that had never been told me in obvious conditions despite numerous demands for an awareness of the procedure involved with shipping unaccompanied luggage from both Virgin Atlantic Airways and fighting Consolidators). The guy that people talked to in the next factory aimed us back again to the Virgin Atlantic Freight website, as he'd simply no report of the luggage waybill number. We delivered towards the Virgin Atlantic Freight website, where Sandy Ridges assisted around she might. She approached Douglas Macdougau who's accountable for Virgin Atlantic freight in Johannesburg to describe the problem. Douglas Macdougau subsequently approached Bradley Van Wyk from fighting Consolidators to discover what's happening. Fundamentally, Bradley Van Wyk offered me a phone to express he was off ill which he'd, consequently, not been conscious the products hadn't been delivered! That is completely inappropriate. The issue I will have is that Virgin Atlantic is accusing fighting Consolidators, therefore making certain this problem today becomes my issue to solve straight with fighting Consolidators when, actually, it ought to be Virgin Atlantic solving this screw up, particularly because like a Virgin Atlantic client I've no option but to make use of fighting Consolidators easily am to deliver products as unaccompanied luggage on Virgin Atlantic airways – something that's explained by Virgin Atlantic Airways to be economical and easy!!! Bradley Van Wyk stated that he'd contact me yesterday night or very first thing today to verify when my unaccompanied luggage could be coming – I'm still awaiting his phone. Sandy Ridges from Virgin Atlantic Freight agreed that I'm not able to clear my own results with no British Broker; nevertheless Bradley Van Wyk demands this isn't accurate! Therefore please inform me that will be the right process? And why isn’t this process plainly defined for your clients?
The above mentioned not just shows adversely on Virgin Atlantic Airways but about the whole Virgin manufacturer. I wait your immediate reaction in lighting of of the above mentioned.'
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