Help virgin lost luggage

[virgin never again]

Help Please. What do I do? Last Saturday I arrived at Cairns airport on a Virgin Blue fight from Sydney. My young daughter and I watched our bag being loaded on to the plane in Sydney. On arrival at Cairns we went to the baggage collection area and waited by carousel 4 as our flight number was clearly displayed on the screen near it. After about 10 minutes an airport employee approached us to say that the screen was playing up and our bags would be on carousel number 1. We moved to number one and noticed people from our flight collecting their bags. After some time it became apparent that our bag was not coming through. There was no one at the Virgin lost bags counter and the phone didnt work. Eventually we walked to the check-in counter and eventually they sent someone named Nicole to the lost baggage area. She very, very rudely took our names on scraps of paper and refused to assist us any further. I have phoned Virgin several times over the past five days and no-one has returned my calls, although they all assure me sweetly that they will sort it out. All these calls cutting into holiday time and mood, not to mention the need for toiletries, swimwear etc.
I have logged an on-line complaint form as they have no other system. When I phoned customer assistance to request a claim form as it has been four day the man that answered said he couldn't help me so I asked for a manager and then he said " coughhole" and hung-up. As Virgin to date has been unresponsive in returning my numerous phone calls or assisting in anyway. I would like to appeal for your assistance. I have logged a complaint with fair trading as Virgin have really annoyed me so much with their appalling lack of service, but all I really want is my things back. We planned our holiday for ages and it was completely ruined. We had to attend a wedding in our clothes from the plane and the expense for extra basics was enormous. What can I do to get some action and what is the chance of seeing my things returned?

 

[markis10]

Welcome to AFF, there are a number of issues with your post that require clarification, firstly what is the world tracer result, and who have you been talking to (number and location), customer service is not baggage blues?

I am guessing that you are getting nowhere because you are caught between not following the correct procedure and the fact that the new terminal opened in Cairns recently so things may not be working as they should, you should be ringing this number who will give you a reference number for world tracer if they dont have your bags:

Cairns Australia
Overseas
(07) 4034 9383
+61 7 4034 9383

 

[serfty]

I don't think there will be a "World Tracer" code as Virgin staff do not appear to have followed the proper procedures upon arrival at the airport.

"A scrap of paper"!?!?!

It is unfortunate that the OP did not know they should never leave an airport after reporting lost luggage without all proper documentation from the airline concerned.

http://www.virginblue.com/ContactUs/index.htm (select Baggage Blues)

Telephone calls may assist but the OP needs to notify Virgin Blue in writing within 21 days. (I'd head back to the airport to make the report or use registered post): (Virgin Blue Terms and Conditions)

15.1 Domestic Travel: Written claims must be made upon the Carrier: in respect of damage to or loss or destruction of only part of Registered Baggage, within 3 days of the Guest receiving the remainder of the Registered Baggage from the Carrier; in respect of loss or destruction of a whole item of Registered Baggage, within 21 days from the date the Guest should have received the Registered Baggage from the Carrier; or in respect of damage, loss or destruction of Carry-on Baggage, within 3 days from the date the carriage ended.

Note that Virgins Blue's liability is limited to "AUD$1,600" per passenger.

 

[virgin never again]

I HAVE been phoning baggage blues for days. In Cairns and also Sydney as Cairns was getting me nowhere. I have a long list of names of people I have been speaking to, none of whom return my calls when they promise, and none of whom have explained what the correct procedure is, although I have very specifically asked this. I was finally this morning given a world tracer number as I noticed from websurfing that this would be good. No one at Virgin suggested it. There is no record of my bag being found, so I would like to lodge a claim, which is why I contacted customer service as advised by baggage blues.
If the terminal is up and running that it should be running efficiently no excuses.

 

[virgin never again]

Thank you.
I did in fact request more documentation but the incredibly rude Nicole at Cairns airport, insisted that there was none. And they would take my number (yes scrap of paper) and call me.
I am trying to officially lodge a complaint / claim in writing but there is no listed address or form that I can see. Baggage blues said I would get one by calling the guest contact centre but they kept trying to redirect me back to baggage blues which is when I asked for the manager and was called an coughhole and hung up on.

I just can't believe their attitude. I've almost given up on my lovely things but I can't even lodge a claim now!!!!!!!! grrr

 

[Virgin Australia]

I am trying to officially lodge a complaint / claim in writing but there is no listed address or form that I can see.

Hi there,
Sorry to read about your complaint.
Can you clarify whether or not you have made an online complaint through our website?
In your first post you said you had, but then above you said you haven't?

If you have any documentation at all, would be helpful for us to follow up as quickly as possible.

 

[gcgirl]

you poor thing, i dont fly virgin blue, i know many cases to simular to this!!

 

[virgin never again]

Thank you Brisbane Virgin for some follow through.
Yes I lodged a complaint on line but I was advised by baggage blues that I should be able to lodge a claim by now. I have a world tracer number which for obvious reasons I would prefer not to leave on a forum. The contact details need to be updated as I explained to your staff but I am unable to do so. Obviously I have returned from my appalling holiday, wedding and snorkeling trip and am no longer staying in an expensive hotel in dirty clothes. The staff at baggage blues sydney and cairns should have my contact phone number under HOLM. I would appreciate a call.

 

[anat0l]

Virgin Blue, I hope very much that you can assist the OP on this.

What amazes me is that if the OP had bag receipts (and I assume the OP had), then why couldn't anyone at Virgin just put the bag number in the computer to trace where it was? And even if the trace return inconclusive or no result, at least the OP would tell us this was so and a more detailed search was then required which under any circumstances or especially in this latter circumstance the OP should have been issued a bag tracer number (WorldTracer as the standard)?

 

[virgin never again]

I having got anywhere yet but would just like to say thanks to all you good people on the forum. This is the first response I have had in the last five days. It is good to feel that I am not alone on the planet. It amazes me that Virgin can have staff monitoring an on line forum but no-one at the airports assisting. Congratulations to Australian frequent flyer. It is working well.

 

[Virgin Australia]

To "Virgin Never Again", we've left a message on your phone to confirm some details. Please call at your earliest convenience.

 

[markis10]

Good to see a response, things go wrong when they are handled by human beings, its part of our nature, its the followup that matters.

 

[virgin never again]

To "Virgin Never Again", we've left a message on your phone to confirm some details. Please call at your earliest convenience.

There is no message on my phone, unless of course you are using the details on the world tracer which need updating. As I mentioned you need to call me on the numbers I have given Cairns and Sydney since my return. Anyway Tobias in Cairns has finally sent some claim forms so after five days effort I guess I have got somewhere.

 

[markis10]

There is no message on my phone, unless of course you are using the details on the world tracer which need updating. As I mentioned you need to call me on the numbers I have given Cairns and Sydney since my return. Anyway Tobias in Cairns has finally sent some claim forms so after five days effort I guess I have got somewhere.

Maybe a mod can facilitate direct communication given the restriction on PMs for new members?

 

[virgin never again]

So the latest is. I now have a claim form to fill in. Primarily thanks to this forum I would say. The joke is they actually expect receipts for proof of purchase of all items. There actually were several new items in my bag so that's OK. But really who would normally have receipts for items in there luggage.

 

[anat0l]

The joke is they actually expect receipts for proof of purchase of all items. There actually were several new items in my bag so that's OK. But really who would normally have receipts for items in there luggage.

Standard operating procedure for almost every airline in the world.

As you've kind of alluded to, expensive stuff (which may beg to reason why it would be packed in the checked luggage in the first place) you would usually have a receipt. Other stuff you're meant to guess, I assume, for example how much does your five pairs of undies cost. Other things like family heirlooms or old photos..... too bad, so sad.

 

[serfty]

Contrary to what it says, you do not need to provide receipts for everything. Simply list everything you lost and your estimate of each items value that you do not have a receipt for.

As long as your claims are reasonable they should be granted; the onus is on the Carrier(/their underwriter) to prove you did not have any particular item.

Don't forget to include the costs of the actual luggage cases.

Note that some items are not covered:

14.5 All Bookings: The Carrier does not accept the following items as Registered Baggage and does not accept liability for their loss or damage unless the items are identified to the Carrier and it has, in its absolute discretion, given its written acceptance for carriage and accepted liability in writing for their loss or damage:

(a) Cash, credit cards, deeds, passports and other travel documents, securities, business documents or other valuable documents;
(b) Jewellery, antiques, precious metals or similar valuable items;
(c) Any item of a delicate, fragile or brittle nature eg. glassware, sports equipment, musical instruments;
(d) Any item of a perishable nature eg. seafood;
(e) Medicines;
(f) Electrical or electronic components eg. computers, cameras;
(g) Any item that has insufficient packaging to withstand the normal circumstances and effects of carriage by air.

However, if any such item was indeed lost then you should still list it and its value.

 

[markis10]

So the latest is. I now have a claim form to fill in. Primarily thanks to this forum I would say. The joke is they actually expect receipts for proof of purchase of all items. There actually were several new items in my bag so that's OK. But really who would normally have receipts for items in there luggage.

Requesting receipts is quite normal, its a way for airlines to restrict ambit claims, its also recognised that most people will not be able to locate receipts for a lot of the less valuable contents of their luggage, namely clothes, which is why claims are mandated in law as already mentioned: "Civil Aviation (Carriers’ Liability) Act 1959 (Cth), complementary State legislation and these terms and conditions to: AUD$1,600 in respect of destruction, loss or injury to a Guest’s Registered Baggage"

 

[NM]

So the latest is. I now have a claim form to fill in. Primarily thanks to this forum I would say. The joke is they actually expect receipts for proof of purchase of all items. There actually were several new items in my bag so that's OK. But really who would normally have receipts for items in there luggage.

Here is what I would do - note the true value of the items in the missing luggage and include a Statutory Declaration that the information declared is accurate and then its up to the airline to prove otherwise.

But do note the importance of being honest if going down this path because if the bag is found and you are found to have incorrectly stated the value of items, you may be trouble for making a false declaration.

Also note that there will be a limit to the airline's liability for missing baggage so you may still be out of pocket.

Do you have travel insurance that could reimburse you for the costs of replacement or emergency items you purchased while at your destination?

 

[virgin never again]

I love you all. Thank you all so much for all your help and advice. I do feel that I wouldn't have got anywhere without this forum. I have actually managed to get a letter of apology for the treatment by the staff (they scanned the calls) and must have found the "coughhole" comment.
I will lodge my claim tomorrow. I did squeeze a lot in the bag and I'm pretty confident that I really can prove much of it as we did have some new rash vests etc just for the trip. It is very unlike me to take something this far but they really did get up my nose, so thanks so much and I promise to make a very honest claim.