Virgin Atlantic Customer Service Issues

In two weeks, I will be traveling to St. Lucia to volunteer in an afterschool program. The children there are in need of clothes and shoes due to their underprivileged backgrounds. A Virgin representative suggested that if I carry a letter with me during the flight, my extra suitcase containing these items may not incur additional charges. I have the letter prepared and hope that this arrangement can be honored. As a loyal Frequent Flyer for 15 years, I would greatly appreciate any assistance. Thank you, Carole Clemesha.

My grandson arrived in Atlanta two hours ago on VS109 from Manchester, UK. His name is Stephen Lomax, and he was traveling with his father, Robert Lomax. They were in First Class, and Stephen was seated in 1D. Unfortunately, he left his iPad on the flight in a red case. They will be flying back to the UK on VS110 on the 21st of February. It would be greatly appreciated if the iPad could be located and returned to him on that flight. Alternatively, please contact Robert Lomax at +44 7[redacted]08 or email him at [redacted] to discuss other possible ways to retrieve the iPad. If all else fails, you can reach me, Simon Lomax, at [redacted] Thank you.

I recently traveled from Port Elizabeth, South Africa to London Heathrow on a flight with Virgin Atlantic. Unfortunately, my luggage went missing during the journey and was only located and delivered to me 8 days after I arrived in the UK. As this situation does not align with the standard claims process, I am seeking guidance on how to claim reimbursement for the expenses I incurred in purchasing toiletries and clothing during the 8 days I was without my luggage. My delayed luggage file reference is LHRVS79731. Please advise me on the appropriate claim form to use and provide details on the necessary steps to follow, considering the extended delay of my luggage beyond the usual 24-hour timeframe. I have included the email communication between Virgin baggage tracing and myself, along with receipts for the toiletries and clothing that I had to replace.

My name is S. Abbott. I traveled from Salt Lake City to Gatwick on May 3, [redacted]. Unfortunately, my luggage was left in Las Vegas despite being checked through. It was finally returned to me when I flew from Gatwick to Munich five days later, and I had to collect it at the airport. I was advised by multiple Virgin Atlantic staff that I needed to wait until I returned home to contact customer service and the claims department to receive reimbursement for the necessities I had to buy during the five days without my baggage. Despite taking pictures of all receipts and having records of conversations with agents, I was never given a claim form or a claim number for compensation. I was repeatedly told to wait until I got back home to start the process. I am now attempting to submit a claim online, but I require a property irregularity report number that was never provided to me. My phone number is [redacted]. My flight details are VS4556 from SLC to Las Vegas on May 3rd and VS44 from Gatwick on May 4th. Thank you for your assistance.

Yesterday, my husband and I faced issues checking in for our flight as our ecode was not accepted across three devices despite multiple attempts. Upon arriving at Heathrow, we encountered difficulties locating customer service representatives to assist us in printing our tickets, resulting in us not sitting together. This ordeal consumed nearly two hours late at night, leaving us with minimal rest time before embarking on our long journey. As I am pregnant and battling the flu, it is vital for us to sit together. Requesting an upgrade to business or first class, we seek your understanding and support given the challenging circumstances we faced. Being unable to make calls out of the country, I am reaching out for help through this forum.

Subject: Flight Experience Concern Dear Sir/Madam, I am writing to share my recent travel experience with your airline. My name is Hermona Okbu, and on June 23rd, I journeyed with your airline from Los Angeles Airport to McCarran Las Vegas Airport, and onwards to London Gatwick. Regrettably, a significant issue arose as I attempted to board my flight to Las Vegas; to my dismay, my ticket had been sold and removed from my itinerary. This incident caused immense stress for my family and me. Fortunately, with the assistance of a kind staff member, I was able to travel on standby after they called my name. I am now seeking an explanation for this occurrence and would appreciate confirmation that my upcoming flights from London Gatwick to Las Vegas and Las Vegas to Los Angeles remain secured and in place. I eagerly await your prompt response. Warm regards, Hermona Okbu

Hello, I am Simone Citron. I will be traveling from Milano Linate to London Heathrow via British Airways, and then on to San Francisco International with your company on Wednesday, August 22, [redacted]. Unfortunately, one of my friends, initials S.V., who booked the flight months ago, passed away recently in a tragic accident. We are unable to locate our booking reference to check in online. We would like to inquire about: - How to retrieve our booking reference - If it is possible to transfer the name on S.V.'s ticket to another friend who can join us on the trip instead of requesting a refund as the holiday is fully paid for. I look forward to your response. Thank you, Simone Citron

Dear Mr. Branson, I am writing on behalf of my grandson, Jack, who is 20 years old. He struggles with ADHD and Asperger's, making his life challenging. Jack’s mother, my hero, manages him and his two brothers with the same conditions. Despite the difficulties, Jack radiates warmth and love when supported and encouraged by his mother. Jack is passionate about computers and even started his own company. Unfortunately, he had a setback when a new company didn’t retain him. They praised his intelligence and knowledge but mentioned he appeared nervous when answering the phone. Jack needs a chance to gain experience and flourish. It pains me to see his enthusiasm diminish, as he brings joy to our lives. Mental health awareness is crucial, but action is needed. Thank you for your attention. Mrs. Betty Fellows

I would like to address an issue I had while attempting to secure an aisle seat on flight SQ [redacted] from Melbourne, Australia to Singapore on Thursday, September 13th. Despite checking in 2.5 hours before departure, I was informed by the check-in attendant that there were no aisle seats available. I settled for a window seat, only to find out later that the middle seat in my row, which had been blocked by the attendant, was now occupied. As a seasoned flyer who prefers aisle seats for convenience, this situation made my flight uncomfortable as I had to disturb other passengers in my row multiple times. I will be flying back to Melbourne on flight SQ227 on Wednesday, the 19th, at 10 pm from Singapore. I have always been understanding but I kindly request an aisle seat for this upcoming flight. Thank you, Not So Happy Singapore Flyer

Hello, I'm Megan Rochester, a sixth form student at Sturminster Newton High School. Over the past year, I've developed a keen interest in travel and tourism. When I graduate in July [redacted], I'd love to pursue a career as a cabin crew member to deepen my customer service skills and explore different cultures worldwide. Virgin Atlantic has always captured my attention due to its exceptional customer and employee satisfaction standards. I'm eager to gain firsthand experience to understand the duties of a cabin crew member within your airline. I would greatly appreciate any feedback or advice you could offer on my aspirations. Looking forward to your response. Best regards, Megan

I'd like to share the story of my oldest daughter, Megan D-S, who is a talented Irish Dance competitor inspired by her older half-sister, Rachel D. Rachel has an illustrious dance career, formerly with Riverdance and now a dance teacher with her studio. Megan, only 12 years old, has excelled in competitions and is ranked 43rd in her age group globally. Unfortunately, I lost my partner, Derek, who supported Megan's passion, leaving us struggling financially. Despite my efforts, funding Megan's trip to the World Championships in North Carolina seems impossible. Megan is devastated by the possibility of missing out due to financial constraints. I am reaching out in the hope of finding assistance to fulfill Megan's dream. The estimated cost for travel, accommodation, and costumes is £7,[redacted]. Your support would mean everything to us.

Hello, I recently made a booking for a Virgin flight through Travel Up but mistakenly selected the wrong month (20th-27th April instead of 20th-27th October). Travel Up has kindly agreed to waive any fees for changing the flight if Virgin is also willing to accommodate this request. I spoke with Michelle Vincent, the admin officer, who is open to being contacted by Virgin to assist with resolving this issue. Your help in this matter would be greatly appreciated. Thank you for your time and consideration. Best regards, Saray Segovia

My wife, M. and S., and I traveled from New Delhi to NYC on July 29th. Upon reaching the boarding gate, we were directed for a custom check, even though only 45 minutes remained. The staff assisted my wife in a wheelchair, but in the rush, we lost her cardigan. Despite reporting it to the steward, it was not resolved. Additionally, at Heathrow airport, after a 15-minute wait for a wheelchair, we were warned by Mr. Joy to remain silent or he would involve the police. I wanted to express my disappointment with the airline before booking my return flight. I have flown with them last year, but after this experience, I will not repeat it.

I am writing to inform you of my situation regarding my recent travel booking. My name is Miss Aderayo Ibiyemi, and I had purchased a return ticket from Gatwick Airport in London to Guyana with the reference number EYKYKR and e-ticket number [redacted][redacted]. Unfortunately, I was unable to make my initial flight on 6th November, [redacted], due to a delay in receiving my visa from Guyana authorities. As a medical doctor, I urgently needed to travel to Guyana to obtain my certificates. I am now in Guyana and need to return to London on 3rd December, [redacted], using the return leg of my ticket. I recently received a letter stating that my entire journey has been canceled due to missing the first leg of the trip. I kindly request that you reconsider canceling the return leg of my journey as it was beyond my control to miss the first part. I am currently stranded in Guyana with no means of purchasing a new ticket back to London, especially considering my current pregnancy. I sincerely hope for a positive response from your end and appreciate any assistance you can provide in this matter. Thank you for your understanding, Miss Aderayo Ibiyemi

Hello, My name is Vincent Taboada and my wife and I reside in Sacramento, California. On October 6, [redacted], my wife, Anuncita, and I were on VS 23 from LHR to LAX. Unfortunately, our flight was delayed by approximately 2 hours departing from LHR, causing us to arrive at LAX at 9 PM instead of the scheduled 6:35 PM. The delay was due to a technical issue with our original plane, which led to the need for another plane to replace it. Consequently, we, along with other passengers, missed our connecting Southwest Airlines flight to Sacramento and had to purchase new tickets for the following day. I have already submitted a Trip Delay claim with our insurance, including the required documentation. However, I recently received a request for a Common Carrier Delay statement from VS explaining the cause of the delay. Could you please provide me with this statement? Thank you.

Dear Sir/Madam, I recently made a booking for my flight from Delhi to London departing on the 4th of December. The flight details are as follows: BA1376, Ticket [redacted][redacted], Passenger: E. Gibson. Unfortunately, I encountered a major inconvenience during my travels in Himachal Pradesh where I misplaced my purse. Currently, I am in Dharamshala, but I must return to Kasol to recover it before heading back to Delhi. This unexpected situation has caused me to miss out on a much-anticipated trek. Given the circumstances, I kindly request your assistance in rescheduling my flight to any date between the 7th and 15th of December. I am open to paying additional fees if necessary and flexible with my destination, whether it be Manchester or London. Your understanding and help in this matter would be greatly appreciated. Thank you for your attention to this matter. Sincerely, E. Gibson

Hello, I need your help. Originally, I had a Virgin Atlantic direct flight from Manchester to JFK, but it got canceled, and now we have to transfer at London Heathrow. I just tried checking in online and got an error message saying I have to check in at the airport desk. I'm very concerned as our connection time is already tight, and we wanted to avoid this stress by flying direct. Can you help me ensure I make the connecting flight? Also, please confirm if British Airways in Manchester will check our bags through to JFK. Thank you. - D. M. Heald Booking Reference: EVSKMK

Hello, I wanted to share my recent experience traveling to Jamaica on Sunday on LGW flight VS65. Unfortunately, upon arrival, I faced the distressing situation of my luggage being missing, leaving me with no clothes or essential items. Despite my efforts to reach out to the Jamaica representative, I've been told to wait due to limitations on their end. It seems there might have been a mix-up with another similar bag. The urgency stems from my scheduled commitments, including a charity event on December 13 and a business engagement on Saturday, both prepaid. The current lack of my belongings is causing significant discomfort as I've been wearing the same clothes for the past two days without access to personal hygiene items. Additionally, I have crucial medical supplies in the luggage as I suffer from mosquito allergies, exacerbating my situation. Immediate resolution is imperative as my well-being and planned activities are at stake during my month-long stay in Jamaica. The suitcase contains valuable items like jewelry, perfume, gadgets, and essential clothing.

Hello, I recently traveled to Jamaica on Sunday from LGW flight VS65 with a group of 15 individuals. Unfortunately, upon arriving in Montego Bay, I discovered that my suitcase was missing. All of my belongings, including essential items like clothes, wash items, and undergarments, are inside the missing luggage. I have been in touch with the Jamaican representatives, but they have advised me to wait as they investigate. They suspect there may have been a bag mix-up with a similar-colored suitcase left behind. I am in urgent need of my luggage as I have planned this trip to Jamaica since January. I have two important events this week, including the launch of my charitable event on December 13th and a business meet-and-greet on December 15th, for which arrangements have already been made. Without my suitcase, I am unable to shower due to the absence of clothes and wash items. This is particularly concerning for me as I am allergic to mosquito bites and all my necessary medications and repellents are in the missing bag. I am already experiencing skin irritation from the mosquito bites, which may require medical attention, as was the case during my previous visit. I will be staying in Jamaica for 31 days, and my suitcase contains valuable items such as jewelry, perfume, clothes, shoes, and electronic devices.

During a recent trip with my daughter, her suitcase was damaged on the return flight. This situation is more challenging for us as my daughter has autism, epilepsy, and learning disabilities. The suitcase, a Mcmoos with Highland cows motif, was a special gift for her 30th birthday. Unfortunately, the staff at the airport were unhelpful when we reported the damage to both her suitcase and mine. Even though her suitcase has a dent preventing the handle from functioning, we were told not to bother claiming. We were given a reference number MANUS18488, but when I called for assistance, they were unable to discuss the matter with me due to my daughter's disabilities. I had to get her permission to speak on her behalf and was then told that a replacement would only be delivered if someone could be home all day. I work full time and stressed the urgency due to my daughter's health issues, but they were unyielding. I feel completely disregarded and am now reaching out to Virgin for help in getting a like-for-like replacement. I understand this is not the standard procedure, but living with my daughter's disabilities means we are often faced with unique challenges. I sincerely hope for a compassionate resolution to this situation. Thank you, Caroline Powell