Frustration of bags that miss the flight

I traveled from LA last week on VS08 and one of our 5 checked bags did not make the flight.

There were 5 of us in UC and the first 4 bags arrived quite quickly and then we waited and waited ....

Finally I went to the baggage desk and she looked at her list and said the bag had not made the flight and was on the VS24.

Arrrrrrggggggghhhhhhhhhh............

I asked (quite politely) why if she knew did she not tell me but the various explains did not make sense ad while she was not rude she was not really bothered.

The problem is that all this ended up taking around an hour but if we had know as soon we landed we could avoided hanging around for so long.

So after all this just made it to Revivals to find the vacuum cleaner across the room and the staff some what reluctant to welcome is in. They did but kept making sure we knew it was about to close, of course had we not been standing around at the carousel we would have had plenty of time!

It was clearly one of those days as my shower did not drain and flooded the floor and I dried myself standing in water!

Such a shame as the crew and the flight were excellent and it was a disappointing welcome to the UK.

I have just been looking for the UK customer relations telephone number, does any one know what it is? Thanks

[Neil]

I don't believe there is a CS phone number as such. You could call the FC Au number, although I imagine any 'complaint' type communication would be told to be either emailed or written in, but worth a try none the less.

Neil

Try the contact us options on the VS Web site under the Flying Club section.

It is frustrating, at least the VS24 arrives only a relatively few hours later than the VS8 and I assume Virgin sent your missing bag on?

In all my flying experience this only happened once to me - on EK at DXB coming back from HYD last year, despite EK having four flights a day to LHR it still took them two days, which caused me no end of grief because the bag turned up with essential items on it, just hours before a car was about to take me back to LHR and onto the US.

One thing, why did you all wait for the bag and not four of you head to revivals?

I've had this situation before, where they knew my bags were not loaded in SFO, and yet noone bothered to mention it to me. Really quite annoying! They could so easily turn a nasty customer experience into a a slightly less annoying one by even approaching you once landed at LHR before disembarking and letting you know that ever so sorry, but the bags didn't make it onto the flight, and they'll be delivered asap.

quote:Originally posted by scally
I've had this situation before, where they knew my bags were not loaded in SFO, and yet noone bothered to mention it to me. Really quite annoying! They could so easily turn a nasty customer experience into a a slightly less annoying one by even approaching you once landed at LHR before disembarking and letting you know that ever so sorry, but the bags didn't make it onto the flight, and they'll be delivered asap.


How would this be done? If, in the baggage hall, the tannoy is used I'd guess that there would be a never ending stream of messages for all the flights that land there ... perhaps a mobile board placed by the baggage belt for each flight with a print out saying 'Mr / Mrs X etc. please go to the VS luggage counter' ??? Easy enough, less stressed people?

Surely they could have a message with the arrival gate agent and they could make an announcement for certain pax to see them or something similar before disembarking.

AA did this on our domestic sectors in the US last month - not notifying folks of baggage not loaded - but telling pax what carousel number the bags would be arriving on plus a few other snippets of information. A good idea I thought.