V-Flyer

Hello all, I'll keep this brief as I'll be writing a proper TR of our (eventful) trip home from Tampa to London via Newark last night.

We managed to make a 35 minute connection from United to Virgin (including AirTrain from terminal C to B ) after our inbound was delayed by weather.

However our checked bags are still in transit. They're on today's VS18 and will be delivered to our house tomorrow.

Question is, am I entitled to anything by way of recompense for the misplaced baggage?

Appreciate that things go awry, but the VS staff at Heathrow weren't even willing to give us toothbrushes/amenity kits because we were going home not on holiday v(

As you were on your way home you are not entitled to anything. That's not just a VS rule it's an airline wide one (possibly past of the various conventions - Montreal / Warsaw etc)

If this was landside when you asked am not sure they would have any amenity kits to give you - they probably would have expected you to have got one onboard and kept it.

According to the VS website you're entitled to claim up to £50 for essential expenses, as long as the agents in the baggage hall filled in a Property Irregularity Report.

It doesn't specifically say that rule only applies to the outbound flight so I'd chase it up. I guess it may be buried in the conditions of carriage but I can't find it after a cursory look so it may be worth asking to see the relevant clause if they continue to refuse.

It does seem a bit unfair - after all you need a toothbrush whether you're in Tampa or Tottenham!

As for compensation (rather than expenses) - forget it. The conditions of carriage do make it very clear that your baggage doesn't have to be on the same flight as you.

gumshoe wrote:
It does seem a bit unfair - after all you need a toothbrush whether you're in Tampa or Tottenham!

True, but wouldn't it be a reasonable expectation that you'd have a toothbrush and undies waiting at home?

Thanks for the replies.

Our outbound flight was really rather disappointing, so I think I'll make mention of the delayed baggage inconvenience as a one-liner in the email I will be sending in about that.

If your bag missed the flight due to United being late, how is that VS fault

You could check your travel insurance, but again, due to it being your inbound it is almost certainly not something that is covered.

I have to say, it seems VS are doing there best to get your bags to you as soon as possible. It really wasn't their fault your inbound was late, and at least you managed to make the flight. They have put your bags on the next available flight and are delivering them at no expense to yourself. Do you really feel any recompense is due, or even necessary, regardless or if any is actual entitled?

My insurance specifically only covers delayed baggage and payment for 'essentials' on the outbound legs of trips.

pjh wrote:Wouldn't it be a reasonable expectation that you'd have a toothbrush and undies waiting at home?

Undies yes, toothbrush no - I only have one at any one time!

But more to the point, who says I'm going home having just arrived on a red-eye from NYC? There's every chance I'm going straight to work or in transit to somewhere else, in which case my need for clean undies and a toothbrush is just as great as it would be on my first day on holiday.

Penny_L wrote:If your bag missed the flight due to United being late, how is that VS fault

Was the luggage checked through from Tampa to LHR? If yes, I agree you can't really blame VS for it not making the flight. But if the OP rechecked it at EWR and managed to make the flight himself, there's no reason why the baggage shouldn't too.

Then leave a fresh pair and a toothbrush and paste at work!

Or have some in your hand luggage just for circumstances like this.

gumshoe wrote:Undies yes, toothbrush no - I only have one at any one time!
But more to the point, who says I'm going home having just arrived on a red-eye from NYC? There's every chance I'm going straight to work or in transit to somewhere else, in which case my need for clean undies and a toothbrush is just as great as it would be on my first day on holiday.

While I see your point of being aggravated that your bags have been delayed, I, with the others here, can't see how it is VS fault. It seems the connecting flight was late getting in to Newark. Surely if you was on business you could expense a tooth brush or pop in to the toilets and get one of the vending machine ones they sell??
Whilst it would have been great for VS to hand over an amenity kit to you why would baggage services have them to hand?
I personally have learned from experience and always have a toothbrush, paste, mints in my carry one.
It not a nice way to end your trip either way.

tontybear wrote:Or have some in your hand luggage just for circumstances like this.

Good advice, but surely that's equally valid advice for the outbound flight? Yet I'd be entitled to claim expenses for that. Sorry, but it just doesn't seem fair to me (along with most other airline rules and regulations which are weighted against the passenger).

gumshoe wrote:

pjh wrote:Wouldn't it be a reasonable expectation that you'd have a toothbrush and undies waiting at home?

Undies yes, toothbrush no - I only have one at any one time!

But more to the point, who says I'm going home having just arrived on a red-eye from NYC? There's every chance I'm going straight to work or in transit to somewhere else, in which case my need for clean undies and a toothbrush is just as great as it would be on my first day on holiday.

Glad you answered that way round.

I guess then if you were on your way into work then you may have case for some form of expense to cover the purchase of the necessaries.

LovingGold wrote:I, with the others here, can't see how it is VS fault. It seems the connecting flight was late getting in to Newark.

It would be their fault if the OP rechecked his bags at Newark.

LovingGold wrote:Surely if you was on business you could expense a tooth brush or pop in to the toilets and get one of the vending machine ones they sell??

Yes of course, but that's not the point. The point is why is one only entitled to claim expenses for delayed luggage on one leg of a return flight? The argument that "you're nearly home" doesn't wash because there's every chance you're not.

Surely your rights should be the same for the return leg as they are for the outbound. You've paid for both legs but it's almost like the airlines are saying "we'll get your bags there, but on the way back they're not our problem".

gumshoe wrote:

tontybear wrote:Or have some in your hand luggage just for circumstances like this.

Good advice, but surely that's equally valid advice for the outbound flight? Yet I'd be entitled to claim expenses for that. Sorry, but it just doesn't seem fair to me (along with most other airline rules and regulations which are weighted against the passenger).

And yes lots of travel writers give that advice for your outbound flight too - have a spare pair of pants with you just in case !

Its not just an airline rule it's in insurance policies too. See above - mine won't pay on the inbound leg and I bet loads of others won't either.

The logic is probably

Outbound - you are going to another place that is not your usual residence so are unlikely to have spare clothes and toiletries available to you there should your baggage be delayed.

Inbound - you are heading to your usual residence where there is a more than reasonable expectation that you will have other clothes and toiletries available to you and won't have to go out and buy any should your baggage be delayed.

tontybear wrote:Then leave a fresh pair and a toothbrush and paste at work!

Or have some in your hand luggage just for circumstances like this.

Or amenity kit?

Plus, isn't there a Boots in Arrivals to be able to purchase such items? Does it really matter if you have an extra toothbrush or toothpaste or anything else one needs for one's morning ablutions? After all it will be used up at some stage.

I always have a stash of toothbrushes and toothpaste at home for things like Aer John arriving home minus his toiletries or unexpected overnight visitors

My electric toothbrush always travels in my hand luggage ........

Bags being are delivered this afternoon. They arrived at Heathrow last night at 8pm-ish, so not quite sure why it takes nearly 18 hours for them to deliver on a 35 mile run.

gumshoe wrote:

LovingGold wrote:I, with the others here, can't see how it is VS fault. It seems the connecting flight was late getting in to Newark.

It would be their fault if the OP rechecked his bags at Newark.

But did they or were the bags checked all the way thru??

LovingGold wrote:Surely if you was on business you could expense a tooth brush or pop in to the toilets and get one of the vending machine ones they sell??

gumshoe wrote:Yes of course, but that's not the point. The point is why is one only entitled to claim expenses for delayed luggage on one leg of a return flight? The argument that "you're nearly home" doesn't wash because there's every chance you're not.

Surely your rights should be the same for the return leg as they are for the outbound. You've paid for both legs but it's almost like the airlines are saying "we'll get your bags there, but on the way back they're not our problem".

True but they are not. Your rights are there to read BEFORE you travel. I must admit, the whole complaint here is really if's and but's. The OP was going home, so not the end of the world. I am sure if he was taking another connecting VS flight, had a layover or similar the outcome may, and I say may, been different.

LovingGold wrote:Your rights are there to read BEFORE you travel.

But where?

I can't see anything relevant to this in the Conditions of Carriage, and the page on the VS website all about delayed baggage suggests that, wherever you're flying, you're entitled to claim expenses for delayed baggage. Nowhere does it mention it's restricted to one leg only. See here:

http://www.virgin-atlantic.com/gb/en/tr ... ggage.html

Now I've no doubt there is a clause buried away in a convention somewhere but if I were the OP I'd be making a nuisance of myself and asking to be shown it if they continue to refuse to pay up.

If they are the rules, I believe that page on the website is downright misleading and could potentially be challenged with trading standards - far more serious than most of the website niggles we're so quick to bring VS to book for.

gumshoe wrote:
I can't see anything relevant to this in the Conditions of Carriage, and the page on the VS website all about delayed baggage suggests that, wherever you're flying, you're entitled to claim expenses for delayed baggage. Nowhere does it mention it's restricted to one leg only

Expenses yes, but not compensation.

"We understand you may need to buy some essential items such as cosmetics, toiletries and basic clothing to keep you going until we can find your baggage"

So you could, I assume, take them to court and argue that you had none of these items at home. Not sure how far you would get with that, though.

If it turns into a complete loss rather than a delay, then the situation would change.