V-Flyer

I was flying to MCO in October last year and checked in at the UC desk. As I was lifting my suitcase on to the belt to be weighed the check in girl started the belt before I had fully put my case on. I heard a loud ripping noise and saw that a wheel and the corner of my case had been ripped off exposing my clothes :0 The wheel had caught on a metal bar.

The Check In girl immediately said It wasn't her and then tried to continue checking me in and sending my case through with clothes hanging out I had to hang on to the case and insist on a supervisor. Whilst waiting she had her arms folded and rudely discussed me with the girl on the PE desk trying to say it was my fault v(

Eventually a Virgin Angel appeared who understood what had happened. She said that no cases were available to transfer my things into and arranged for my bag to be shrink wrapped. I explained that I had an internal US flight to take in a few days and so would have to have a new case. She said someone would see me at the gate and explain the procedure and give me a claims form.

By now over an hour had passed which I had planned to spend with friends in the CH.

When I went to the gate to board the person I was supposed to see was busy trying to placate two families so gave me a form and said she would see me on board. Well you have guessed no one saw me to explain the procedure on board and we took off ?|

As I couldn't wheel my case I had to pay for a trolley in MCO and a porter at the hotel.

In Sarasota, my first destination, I went to Macy's and bought the cheapest 4 wheel case which worked out at £100. It wasn't as nice as the spinner case that had been damaged but I didn't know what VS would pay out.

When I returned I sent off the form and a letter explaining the above. I eventually received a cheque for £50 and an apology.....no FC miles. I declined the offer. I have now received a letter saying that the amount is final and I spent too much on a case and no offer of FC miles for all the inconvenience.

So I am out of pocket and have an inferior case than the one they damaged and no compensation for the aggravation at LGW and lost time in the CH n(

So what would you do now.....

Sunshine 8D

Sunshine
Sorry to hear about your plight.

The only way to get any acknowledgement of "loss of enjoyment" in the Clubhouse, would in my view be Small Claims Court. his has to be your final card.

IMHO you should refuse the offer and go back with a factually based letter around not having the issue resolved at Gatwick at the time and nobody resolving your plight whilst still in the UK

buns

I think VS are trying it on. It was their fault, which they have admitted, so they should replace your case like for like, irrespective of cost.

I would certainly write back, probably to the exec office if that isn't who you have been dealing with, not only explaining again all the issues you had at the time, but also your displeasure at the length of time taken for it to still be unresolved and the poor CS you are receiving.

DL the Elder had a similar experience coming back from CPT when her Travelpro was damaged -the extending pull along metal handle had been completely ripped out. We were directed to the area where damaged bags are dealt with and a VS employee took one look and said a comparable replacement would be given immediately (they keep a stock).Case was procured (absolutely fine and similar to the damaged case). As this was being processed another VS employee arrived and said it was repairable and we would have to arrange to have it couriered to have it repaired at their authorised agents . This faffing about took about an hour (and after what was probably the worst flight I've ever had on VS all I wanted to do was get to Revivals ! ).
The case was duly couriered and I had a call a few days later to advise me that the case was non- repairable due to the amount of damage (no s**t Sherlock) and that a comparable case was being sent back ! .
Only it wasn't v( . The case sent back was a much bigger, much heavier and inferior model. I rang both VS and the agent and had no joy. They wouldn't change it for a smaller lighter more manouverable case for DL the Elder . In the end she purchased a replacement of her original case and gave the one sent by the agent away.
I would hold out for a full replacement of the cost (and use the legal system if all else fails)- there should be a record of the angel's help. However, I don't think you'll have much joy with the FC miles for missed enjoyment.
DL

I think the point in your original post by the Virgin Angel " She said that no cases were available to transfer my things into " is the key point to hold onto.

VS were unable to provide a solution to the problem they had caused, which meant that you were left with the only option which was to replace the item yourself. Perhaps provide examples of how the £100 cost was reasonable?

I would also focus on the fact that this was YOUR holiday and you were inconvenienced for having to spend the time shopping for something you should not have had to.

Have you previously put the suggestion to VS that miles would be acceptable to you? (I'm assuming they would be?) - Perhaps when you write back and stress - you want to continue to use VS as your preferred airline and would like compensation in the form of miles to the value of £50+. I'd ask for more for the inconvenience in addition to the out of office expenses.

I would definitely pursue!

Keep us posted!

Luke

my mum flew with BA to Vienna last year and on arrival back to LHR found a wheel hanging off her very cheap small suitcase.
BA gave her a claim number there and then at the desk and arranged for a brand new antler suitcase (a bit bigger and a lot more expensive than her old one) to be delivered to her home address.

I would definitely pursue your claim with VS and as the above post says

Have you previously put the suggestion to VS that miles would be acceptable to you? (I'm assuming they would be?) - Perhaps when you write back and stress - you want to continue to use VS as your preferred airline and would like compensation in the form of miles to the value of £50+. I'd ask for more for the inconvenience in addition to the out of office expenses.

i would push that you want to continue using VS but know of other airlines that can provide better service.

How sad that this is how Virgin tackle a possible sales opportunity. Instead they have left you with a very sour taste in your mouth and quite rightly you have posted a negative post on this forum. It amazes me that they have not seen the benefit of actually dealing with the problem to your satisfaction, thus ensuring that you remain a happy customer, tell others of your experience, and in short retain your future business because of the positive service you've received. Maybe they need lessons from John Lewis!!! I agree with the person who suggested you pursue them through the small claims court - this was more than just a damaged suitcase. Good luck.

Personally, I would leave it at the £50. Life is too short to worry about it. Probably not what you want to hear but I am sure it was an honest mistake by the check in staff and is it really worth all of the additional hassle you are going to have to go through. I would save my effort for when something really goes wrong.

clayts wrote:Personally, I would leave it at the £50. Life is too short to worry about it. Probably not what you want to hear but I am sure it was an honest mistake by the check in staff and is it really worth all of the additional hassle you are going to have to go through. I would save my effort for when something really goes wrong.

Sorry I disagree.

By starting the belt before the case was properly on it shows a lack of care and attention by the check-in staff member (who should know better). In fact by starting the belt it also meant that the case was not weighed properly either which could have caused problems for the baggage handlers if it was more that 23KG bu not having a 'heavy' tag.

Starting the belt early could also have hurt the pax too by pulling the case forward when the pax still had hold of it.

Therefore VS are 100% liable for a like for like replacement.

Do you still have the damaged case or did you discard it? I'd forget the £100 value of the replacement that you bought and go after full replacement cost of an equivalent to the item that they damaged. Will serve them right for trying to screw you over.

Thank you all so much for your interesting comments ^)

It has been very helpful in reading the suggestions and I do realise that it is only £50 but it caused me a lot of aggravation and I am left with a suitcase that isn't as nice as my old one. One of my problems is that I cannot find the receipt for my original case as proof of purchase.

Buns, I have sent a two very detailed and factual letters which they don't seem to have read as their replies don't answer many of my points/questions ?|

Mr T - As I was travelling on 3 more flights I had to dispose of the damaged case but I took detailed photos as evidence first. I also had a witness as Roxy Popsy and Mr RP were both at Check In with me.

Dragon Lady - It is interesting to hear what happened to DL the Elder. It shows that it isn't worth having decent luggage on VS n(

Luke - I would be happy with some FC miles as comp and did mention this in the second letter but this was ignored.

Clayts - I hear what you are saying but I don't think they should get away with it.

I am in the US again at the moment, flying BA, my case is safe but watch out for the bed bugs!!! When I return I will write one more letter, this time to the Executive office enclosing copies of everything so far.

I think what disappoints me the most is that I was a AU FC member and the event took place before my eyes at a UC desk and they are willing to upset me over £50 or some FC miles. I must admit their attitude has shocked me. I really didn't expect this to become a saga.

Once again many thanks and I will keep you all posted. However don't hold your breath as replies from VS seem to take forever.....

Sunshine 8D

Sunshine wrote:I am in the US again at the moment, flying BA, my case is safe but watch out for the bed bugs!!! Sunshine 8D

But they are only on LAX flights in in WT+ apparantly :$ :$

I do hope, and believe, you will get this sorted out; perservere y)

Sunshine wrote:...... I have sent a two very detailed and factual letters which they don't seem to have read as their replies don't answer many of my points/questions ?

....It shows that it isn't worth having decent luggage on VS

Re point 1 - I normally send back a pointed letter thanking them for their attention to detail etc, but an answer to my questions would have been much more appreciated. I also mention that if they are unable to answer the questions they should pass it on to someone who can

Re Point 2. I agree. I bought what I thought was a great set of matching Samsonite Hermitage luggage. After 2 flights VS caved one of the corners in - these things happen. Had great trouble getting recompense, but I am now left with 3 lovely cases and one completly umatched. Might just as well put my stuff in a bin bag next time.

Thanks again for all the advice. I am back in the UK now and about to write my latest letter to VS taking all your comments on board |:)

However there is a new twist to the tale now. My new suitcase that I am still in dispute over with VS lost a wheel on the way home :0 But this time behind the scenes and not in front of my eyes ii) However it has been interesting as I was travelling CW with BA and their attitude has been very different so far. Lots of apologies and help with trolleys at LGW and today a courier collected my case for an assessment to see if it can be repaired and if not it will be replaced......

So it will be interesting to see what happens :w

Sunshine 8D

This was VERY stressful for Sunshine .

It was made even more so by the fact that it was only me & 'love-him-as-I-do but...' as witnesses which is about as much use as a fish on a bicycle.

Seriously though, there was a whole catalogue of disasters in trying to sort this matter out for poor Sunshine at LGW. However, I do think she has put her case very well (sorry about the pun).

It is very interseting to learn of various V-Flyers helpful suggestions & opinions.

I really hope that you get a positive outcome Sunshine.

R-P

Just a quick update. I received an e mail from BA on Friday via Antler luggage offering me a choice of suitcases to choose between in replacement for the one damaged. They were all of higher value than my original one.

My chosen case is being delivered on a next day service

Meanwhile I still am waiting with regards from Virgin v(

Off to Dubai tonight with a borrowed suitcase.....I just hope I can return it to its owner with the correct number of wheels after my track record :w

Sunshine 8D

Sunshine wrote:Just a quick update. I received an e mail from BA on Friday via Antler luggage offering me a choice of suitcases to choose between in replacement for the one damaged. They were all of higher value than my original one.

My chosen case is being delivered on a next day service

Meanwhile I still am waiting with regards from Virgin v(

Off to Dubai tonight with a borrowed suitcase.....I just hope I can return it to its owner with the correct number of wheels after my track record :w

Sunshine 8D

I would be tempted to show VS how BA are handling this. May prompt a better response?

Good luck anyway!

Luke

Post the issue on Facebook, shame the company into doing the right thing.

Just to update the suitcase wheel fiasco....

I received a letter from Steve Ridgway's office at the weekend informing me that they will not reimburse me the other half of the cost of the suitcase but have credited my FC account with 8000 miles as way of apology for the inconvenience caused.

I have decided to accept this but I am still £53 out of pocket for the suitcase plus the additional expenses this caused n( I just give up now.

I do feel very let down by VS as it has taken me since October to get this far when BA settled in my favour in a couple of weeks with no correspondence or hassle ^)

Sunshine 8D

Does seem to be the answer to stuff so much of the time now - throw airmiles at it....