My name is Stefanie Abbott. I flew from Salt Lake City to Gatwick on May *, **** and my...
GetHuman-stefabbo's customer service issue with Virgin Atlantic from May 2018
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The issue in GetHuman-stefabbo's own words
My name is Stefanie Abbott. I flew from Salt Lake City to Gatwick on May *, **** and my luggage was left in Las Vegas although it was checked all the way through. It was not returned to me until five days later when I flew from Gatwick to Munich. I had to pick it up at the airport. I was told multiple times by various people who work for Virgin Atlantic that in order for me to receive a reimbursement for the essentials I needed to purchase during the five days I had no baggage, I needed to wait until I got home, contact customer service and the claims department. From them I would receive a form to fill out and to submit my receipts by email. I have taken pictures of each receipt. I have records of the long conversations that I and my cousin (who was helping me) had for those five days with various agents. At no time was I given a form to fill out for a claim. At no time was I given any number as a claim number to receive compensation. Whenever I asked that question I was told to wait until I got home and contact customer service then. I asked on the day of my return flight from Gatwick back to Las Vegas if I could get a claim form at the check in counter and they told me again to wait until I got home. They said I had ** days to make the claim, online it says I have **. We are finding no way to submit any sort of claim online without a property irregularity report number which I was never given. My phone number is ***-***-****. My name is Stefanie Abbott. My flight number was VS**** from SLC TO Las Vegas on May *rd. My luggage was checked through to Gatwick and never left Las Vegas. *I arrived at Gatwick on flight VS** on May *th. *I filled out the forms for lost luggage at two different counters, but they evidently didn’t get properly filed, because it took * days for Virgin Atlantic to figure out that the bag was in Las Vegas, which I already knew. I was standing there when the person I talked to at the baggage claim carousel at Gatwick, called Las Vegas and Las Vegas confirmed that the bag was still sitting there. I was then sent to a different counter and agent and filled out different paperwork regarding my lost luggage. We all assumed the bag would arrive on the next flight from Las Vegas the next day. It didn’t. It took hours of my vacation on a daily basis for the next * days to figure out how to retrieve it before I continued my trip to Munich on May *. As it was, the bags were never delivered to me, I picked them up at the airport. *On the second day Michaela Lewis told me I could purchase necessary items giving me a £** limit per each day I was without my bags. She said there was a claim form I would need to fill out and to keep and make copies of my receipts. As I stated earlier in this email, no one I asked at Virgin Atlantic seemed to have access to that form and to contact customer service when I returned home. Which I am now doing. I would like to receive a reimbursement for the money I spent on essentials for those * days. can you help me? Thank you.
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