VS027 LGW-MCO 4 JUL 12 (Economy)

[Darren Wheeler]

This is a Trip Report from the Economy cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

Well after booking our holiday through an agent our tickets finally arrived on 20th June 2012.
We are a family of four, two adults and two children and this was our first holiday in over four years!
I fully understood the unable to book seats for journey out until 24-2 so no problem there but did manage to arrange our seats for the return journey.
As soon as on-line check in opened I was there waiting, I went into Manage my booking to book our seats a row of four towards the back of the plane and then proceeded to on-line check in. This was our first problem as it insisted that we booked in at the airport as normal, no worries as I had reserved our seats and looking at the config knew we would be travelling on either Ruby Tuesday or Virginia plain. Was hoping for Barabella as Ladybird was not back in service but was not to be.
Our journey started at Jersey Channel Islands airport with our first flight being with Flybe, At check-in on our first two tickets, we were able to be booked all the way through for both journeys, but for the two children there was a problem so it was arranged that all luggage would go through but we would have to visit the Virgin Atlantic desk to arrange our on-going travel tickets.
We made good time on our Jersey flight and was able to attend Virgin Atlantic check-in desk just after 8am, unfortunately despite being early we were told there was no availability for a block of four seats, I questioned this as I had been able to save seats on “managed booking” but apparently we were not allowed to pre-book the seats as we were travelling with children. (So were a lot of other people) I accepted this explanation at the time but do question it now as we were given the seats that I pre-booked on our return flight without any question.
Our seating ended up with myself and my two children in one row with my husband a few rows back this was not how we thought our holiday journey was going to start and the check-in lady did say to us that we should mention that we wished to sit together once at the gate and they may be able to sort something out before boarding the plane, whilst having this conversation the computer she was using decided go-up-in smoke!
Once at the gate, the staff were un-interested, said lots of people were in our situation and basically tough we accepted the situation but have to say due to our personal; circumstance we spend most of our time travelling separately as a family, me with the two children and my husband at other times, it would have been nice to have sat together for a change.
We departed on “Ruby Tuesday” at 11.50 due to a sick passenger having to be removed from the plane. We had a good choice of movies and entertainment with no problems with any of the systems.
The menu was offered at 12.38 and consisted of a veg pasta, sausage and mash with a chicken and leek alternative. The Childs meal was a pasta bolognaise which our daughter did enjoy.
Just over half way into the flight we had and offer of ice cream and our expected arrival was 15.26 into Orland airport.
We arrived on time but a flight had just come in before us so there was a large queue at customs , there appeared to be not a lot of staff but as it was July 4th it was expected. Once through customs it was time for baggage!
We managed to locate all of our suitcases, but only part of our maxi booster car seat, unfortunately the whole seat section was missing. A kind gentleman from luggage assistance did help us and we spent a long time waiting for the plane and conveyer belts to be checked but it appears it was gone for good so we then had to visit baggage claim.
The baggage team took all the details and filed a missing baggage report and informed us to keep the receipt for our car seat hire and to bring the receipt back at the end of our holiday for a refund. Which we duly did, at the airport we were given the 50 dollars for part of the car seat hire and the rest was refunded once back in Jersey. Whilst away we were contacted by Virgin Atlantic loss baggage staff on two occasions and was advised to make a claim as it was unlikely the seat would be found.
To date I have filed a claim for our car seat, a new one has cost us £79.22 .
We have now been told that as I have not got the original receipt Virgin Atlantic are not going to compensate.
This is despite a lengthy telephone call to lost baggage (prior to sending off the documentation that we did have) where I explained I did not have the original receipt and would it be a problem, I was told no and that compensation would be provided but taking into consideration depreciation .
Overall not happy with lost baggage services.
Since that email I have emailed twice including the receipt of our new carseat, and of this morning still no reply.

Interesting TR, thanks for posting. Sorry you had problems getting seats together and also a shame your Booster seat went missing. The seat request situation is far from perfect but depending on numbers sometimes VS cannot help everyone. We are flying out on the 15 on the 3/10 so we will keep our fingers crossed for seats together. Welcome to V-Flyer.

[Scrooge]

Ok, I think I saw your post on the VS FB page.

As I said there, if VS are not prepared to honor your claim, take them to court, yes it's a silly amount, but the fact stands that they owe you.

The seat booking set up really is a mess right now, sadly until the rest of the LGW/MAN fleet is refurbished there isn't a whole lot that can be done.

Thankyou both for your comments, "needsomesun" enjoy your holiday, Srooge, thankyou for the info will do some googling and get something in order, it is the principle, I was held up in Jersey for two weeks waiting for a replacement car seat before making my way back to France.

i think both travel agents and airline need to cater better for the infrequent holiday flyer, i had similar concerns about getting seats together for our recent holiday, but eventually by using the computer systems managed to get us our required seats on both legs (window to ailse 3 seats).

Just thought I would post to say I received a cheque yesterday to pay for my new car seat and the cost of Hiring one whilst on holiday. Thankyou very much Virgin, much appreciated.