Virgin Atlantic - Well Done!

hippey

We flew back to the UK from Orlando on Thursday and amongst our luggage we found that one of out child car seats was damaged.

Fearing the usual form filling & waiting along with stupid amounts of time on the phone I was going to leave it, however I brought it up with the ground staff just before leaving the bag reclaim, and was pointed towards a window.

The very helpful man looked at the car seat and did say it appeared to have been struck by something else, filled in a load of information on the computer and gave me a number to call! - I did think this was the begining of the battle.

Anyway, got home called the number, and the very helpful staff asked the value of the item and the age and then said they would call back, just over 2 hours later I was told that a brand new car seat worth £180 had been ordered and would be with me in the next few days, wow - what service!

Well done Virgin Atlantic I will be flying with you again!

woody01

Start cheering when you actually receive it.

Tippytoes

I wish VA had been half as helpful when I was recently stranded in the USA due to volcanic ash. They told people to contact the "helpline" number, but never answered it. When I eventually got through (the next day) and only then by selecting the "sales" option, I was told to go to the airport where ground staff would help me. I went to the airport, and the Virgin desk was deserted. An agent from the adjacent airline desk told me VA staff were actually there, but had gone into hiding.

My experience of VA is that they have totally gone down the pan. Even if I were to disregard the appalling way they treated their customers during the volcanic disruption, I would still say they are not the airline they once were. Tight luggage allowances, inferior and uncaring flight attendants and the lousiest food ever.

There's more chance of me swimming the Atlantic than there is of flying with them again.

hippey

woody01 wrote: »

Start cheering when you actually receive it.

True, but even to get somewhere on these issues is something.

The other poster about the VA issues when in the USA, we were on the first plane that left Gatwick on the 21st, it did appear that no one knew what was happening luckly we booked via an agent (Airmiles) and had been contacted by them the day before and whilst we were away, a lot of people out there had problems when they had delt directly with VA which is something I didn't do (thank god!)

Again Airmiles were great and did keep us upto date with the issues and offered a full refund even when the flight was confirmed as going, which is more than many agents were doing at the time.

hippey

woody01 wrote: »

Start cheering when you actually receive it.

Car seat arrived today as promised.