The flights are fine but don't leave an item on the plane when you disembark as i did my reading glasses on 31 October on a flight from Brisbane to Cairns. You won't get your belongings back unless you have deep pockets to pay for the privilege of them actually checking to see if it was found and handed in. According to their website unless i first pay 45 English pounds for them to look in their left behind property bin (or is that a * ?) there will be no search for my glasses. Phone calls to the local Virgin office during their advertised hours go unanswered. Ridiculous. Not impressed.
Three of us took a flight fr om Adelaide to Newcastle with a connection via Melbourne on the 3-12-13 @9:30 am & we were told(14 of us ) that they had not expected the Adelaide flight to be on time & as such the flight to newcastle was full.Our baggage was offloaded & we were told to find our to the Jetstar counter at the other end of the Terminal wh ere a flight scheduled @ 1:30pm will take us to Newcastle .At the Jetstar counter we were informed that the only was @3:20pm. Sir Richard Branson is this the way you operate?IWe feel cheated & left high & dry like in a highway robbery.It's a Shame. Dr DEO @drjdeo@ yahoo.com
After a Sydney-Christchurch flight I waited half an hour for my bag to appear on the carousel. After all the other bags had been collected, and after further waiting, my bag arrived and it was broken, open, with half of the content spread on the belt. A few items were missing.
The Virgin person at the lost luggage counter in front of the carousel, who had witnessed the entire scene, made me fill in a RIP (Property Irregularity Report) and made me sign it but did not countersign it. One copy remained with her, one with me. She also gave me a declaration to be filled in saying I was supposed to email it to Virgin Austrialia within 72 hours. I was also given the phone number of third party (PlaneBiz) I was supposed to call the next day to obtain a ref. number needed for the declaration.
I filled in the declaration in the evening and the next day I tried to call PlaneBiz to obtain the ref. number, but no one would answer the phone. So I went back to the airport, and after two hours of asking around and waiting, an unidentified person with a walkie-talkie provided be ref. number so I was able to email the declaration to Virgin Australia the very same day.
Two months later I was contacted by Virgin Australia and asked for more paperwork, namely having all the documents signed by a solicitor, sending IDs and other material I had already provided, and sending the receipt for the repaired bag.
I followed all the instructions (which took another month) and informed Virgin Australia that the bag had been repaired for free as the warranty had only recently expired and the damage was considered very peculiar by the manufacturer.
After that I received a refund refusal as follows (excerpt):
"May we advise that liability on the part of the carrier will be considered only if proof is provided that the irregularity occurred during the air carriage. In the absence of a written report informing us of the loss immediately on arrival we assume that the baggage was delivered in good order and condition.
We regret we are unable to consider your claim for your missing articles and must decline to offer settlement."
Outraged, I sent them (again, for the second time) a copy of the RIP I was made to sign at the airport, at the lost luggage desk by a Virgin Australia person, right in front of the carousel, with my broken, open bag with missing item in plain sight. I received no answer from Virgin Australia and I haven't heard from them since.
I double-checked the RIP and noticed that it ends with the following statement:
"Completion of this form by the carrier is not an acknowledgement of liability"
Which means that I was put through a customer service procedure that was designed to prevent me from obtaining a refund from the beginning. I was clearly mislead on purpose into a useless, tiresome and insulting experience.
The flight itself was ok, a little bit late but acceptable. Cabin crew was nice but ground staff at check-in in Sydney was definitely rude.
This is an extremely unreliable low cost. It may be worth the money if your fare is really cheap and you're lucky. But should anything happen, you'll be forced to deal with an appalling customer service and you'll lose your time and your money.