Disappointed with Virgin Atlantic employees

Posted Fri October 1, 2010 12:00 pm, by Justin Y. written to Virgin Atlantic Airways

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Dear Sir,

I am extremely disappointed with the ground staff and baggage handling staff of Virgin Atlantic Airlines, especially two employees a supervisor named YASIR and his supervised check-in employee WAGAS at the Washington DC service desk, who I had the displeasure of being ill-served by on 9/29/2010. I have flown Virgin Atlantic many times before and I know this an anomaly. But unfortunately, their aberrant behaviour led to my flight nearly being ruined and possibly he theft of a piece electronic equipment from my baggage and most certainly damage to an expensive well-packed item in my baggage. Let me explain.

I purchased my itinerary from AAA travel agency in Alhambra CA. I used a debit card, with proper id. I had a pre-authorized one year visa. I bought the ticket last minute with the first segment on one of your code-share partners US AIR. When I got to LAX, I was told the baggage was overweight but since it was minimal, US Air decided to only charge me for an extra bag--and they assured me that Virgin Atlantic, would not charge me doubly. However, the next day (there was a brief layover) when I got to Dulles Airport, Wagas and Yasir said I would be assessed 50 dollars per bag for excess weight and 60 for an additional bag for a grand sum of 160 dollars. I told them that I had already paid and I thought it was excessive, Wagas deferred to Yasir, who with incredible bluster told me "half the flight is in the same situation as you--either pay or get out of the line." He then said if I could produce proof that I I had paid USAIR he would excuse the charge--when I showed him the receipt, he changed his mind and said he didn't have the authority. I asked to speak to the person who did--he said it was impossible--suddenly he was changing rules as the need arose it seemed. I called him a name i regretted and immediately apologised--he exploded and started yelling and said he was going to take me off the flight--I once again said I apologised but told him that I felt he was being flippant and patronising at me during our conversation. At this point he scribbled something on my boarding ticket and said "go pay the girl down there or get out my line." I asked to speak to his supervisor once again and he said there was none.

I went to the girl/lady he pointed at and asked who his supervisor was and she wrote down the name "FI ADAT" but said that that person was not available. I paid the 160 dollars (now I had paid over two hundred dollars to get two medium sized suitcases to London filled mostly with just clothes). When I got to the entrance to the boarding area, TSA looked at the writing that YASIR had scribbled on my boarding card and and said I had been selected by Virgin for secondary screening. I said "TSA" didn't choose to do this? The said 'nope' you don't fit any criteria for which we would select you for screening--you have a passport bought with a credit card, with a visa (and I was wearing a suit and tie, etc…not exactly looking like a terrorist.) I told them about my issue with the baggage, and they told me it sounded like YASIR and WAGAS was trying to get even with me, and they apologised for having to do the screening because of a petty issue. They also told me due to YASIR and WAGAS my checked bags would also probably be scrutinised.

Then, when I got on the flight, I found that YASIR and WAGAS had changed my aisle seat to the worst seat they could find! They placed me in the middle in between two people in the back of the plane. I complained to in flight staff who were very helpful and they found me a better seat.

Finally when I got home, TSA was right sure enough, my bags had TSA stickers on it, and not only that, a brand new IPOD TOUCH was missing and a brand new scanner/printer that was in its original box was smashed and broken. I know it wasn't USAIR, because prior to the Virgin I checked contents and everything was there and working.

I am furious. I am going to be complaining to the Better Business Bureau, to the FTC, I will post this email online and if necessary, I will file a lawsuit unless I receive compensation for damage and lost items, receive a refund for the $160 I was erroneously charged at check-in and those two employees are not fired or reprimanded.

I am furious. I am going to be complaining to the Better Business Bureau, to the FTC, I will post this email online and if necessary, I will file a lawsuit unless I receive compensation for damage and lost items, receive a refund for the $160 I was erroneously charged at check-in and those two employees are not fired or reprimanded.

I really should receive a refund of the flight also or a voucher for a free flight in addition to this.

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Re: Disappointed with Virgin Atlantic employees by franese Posted Sat October 2, 2010 @ 11:26 AM My nephew and I were traveling together and were set aside for special security - there is nothing about us to warrant that - it is RANDOM - it happens and that's one of the costs of flying today. BTW, no company will let you know about any disciplinary action against their employees - and I have no idea why you think you are deserving of a full refund or voucher - you did take the flight, did you not? Reply "I called him a name i regretted" by Donno Posted Fri October 1, 2010 @ 3:00 PM Yep, that's for sure. It's best not to call CSR's unmentionable names after you have checked baggage containing valuables. It is always best not to call them names. I've heard that wrapping luggage in Reynolds can foil would-be thieves. Good luck with the lawsuit. Reply