• Report: #1141531
Complaint Review:

Virgin America Corporate Office Headquarters

  • Submitted: Thu, April 24, 2014
  • Updated: Thu, April 24, 2014

  • Reported By: ruff — los angegles California
Virgin America Corporate Office Headquarters
Nationwide USA


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 I flew with the airline virgin America and checked in two large bags with their company representatives. Upon arriving to the destination city and going to retrieve my luggage I only retrieved one. I waited nearest the pick up location for up to two hours and was being assisted by the virgin America luggage staff. They insured me that it may show up on the next incoming flight or at another location I gave them my information and they gave me claim information. The staff instructed me that if I needed to purchase necessary items until the luggage was found to just hold on to receipts and it would be reimbursed through the claims department especially if it was not found. I waited patiently and corresponded with departments for one month and they did not find my luggage I was sent to a dept. central luggage, they sent me a form to complete insured me that I could take my time and then I lost track of time being that I was extremely busy and told they were still searching for the luggage as well, so I turned in the form at a later date to receive a message from a rep. of that dept. Jeb stating I turned in the forms 10 days later than it was due there for the case was closed.

3 years ago, so I wrote the requested information on the form and I was told that given my circumstances and I had discarded the receipts during relocation that was fine. He then insisted that I still had not submitted the form in time. I stated to him again I have been in communication with staff from that department who at once told me if I needed more time that could extended it. He stated well this would be concluded if you have the original receipts of the purchases can you contact you bank, I explained to him the institution I banked with I am no longer with and I could try. I contacted them and they had the latest information and were adamant about my paying fees due to them. I then sent an email to central baggage and informed them that I was not able to retrieve the receipts and for a fact the majority of the items were purchased via cash only possibly a few items would show up on bank accounts if they had access to the information, so I went forward with sending them receipts for items I was forced to purchased to replaces my items they lost. I received a message stating thank you for the receipts please send every one and a copy of your photo id as well. I proceeded to replace my items spending much less money then I originally spent because they put me in a real disposition. 

On the final date it was due I sent a email and left a voice mail. I contacted their dept. and spoke with a girl who sounded like she was under the influence of something who insisted that my case was closed, I patiently explained to her no that information is out dated and I was working with Doug Stalls and Jeb could she give me the number of Doug as well as his managers name and extension number. She insisted it was against their policy but she can tell him I called. I got frustrated as she kept speaking while I was speaking and began to raise my voice and once I completed my sentence I was able to hear that she just kept repeating if you keep yelling I  will hang up on you. This behavior is the norm from my experience with Virgin America representatives. I yelled at her an obscenity because I was pissed and insulted by their constant effort to antagonized me. The staff is extremely incompetent. Their response to loosing my belonging is extremely neglectful. I waited for this manager to call me back when he did he had an attitude. He behaves as if he takes every thing business related personal. He has a very rude, unapologetic tone. he never one empathized with my situation he just redirected every thing back to me completely ignoring the fact that they lost my luggage, stated without proof practically what was lost has no valid value and they are unable to come up  with a reimbursement amount. He was very intrusive and  began to ask me questions as if he was conducting an criminal investigation, stating well I have personnel who can access your bank accounts and go back as far as 5 years ill have them do that, with out even asking my consent, no paper work. He stated you sent me receipts for items you recently purchased why, I explained to him that staff of that company instructed me that If I needed to purchase items to replace my lost to do so and turn in receipts. He completely ignored that this is a valid process, he instead states well you stated to me that you relocated to where you live so that would not apply to your situation it is for interim travels, while you are traveling.  For his information I continued to travel since my luggage was lost until my move was made final.

I  have yet to have this claim resolved. I conctaced guest relations the department where you  file complaints and they work collaboratively, they woman would not complete my complaint she called a rep from their department on a three way call with me. I called back asking for corporate information and a girl said ok one moment, returned and says my manager wants to know why you need this information! I asked her is this the appropriate protocol your company taught you in response to a patron calling and requesting public company information. she states yes we don't give corporate info. out. I asked to speak with her manager she had me on hold on three occasions and said ok here is the information. I insisted to speak with a manager.  They manager got on the phone and was like I don't know why she told you that but she did give you the information though. I informed her that I could hear her specifically in the background instruct they girl to insisted on asking me why I asked for this information. She says well I have to. My claims are unprofessionally handled and un resolved.  They practically are treating it like since I don't have original receipts it's my lost. Who in this world would definitely have original receipts for purchases over 2-3 years old. This is very ignorant, negligent, and incompetent of the  Virgin America company. I assume they have this set up like this in their favor and have handled situations like this numerous times, especially for busy travelers. I was extremely considerate and patient with them expecting such a possible lucrative company to do what is right and d**n sure not walk all over a middle income patron of their company.

I definitely will utilize social media and multiple other forms to inform travelers not to patronize this company. I normally fly frequent to I try best to find the most affordable flights. What I suggest is to try Axxxxxx (((REDACTED))) airlines their prices are comparable. Most times they even offer one free bag unlike Virgin. The staff is professional and competent.  The seats are more comfortable, I felt claustrophobic flying virgin America. On my previous flight with them they damaged my luggage I checked, it literally had a large whole in it where the straps were ripped out. They filed a claim and offered to sew it up with my collaboration, wow! then stated they could give me a $25 credit towards a future ticked with them, as if I ever would patronize them again. Again I did not have the original receipt for the cost of my luggage, yet I was again considerate enough to state hey this is the original cost and I am considerate enough to accept a reasonable amount given I got a little wear out of the use of my luggage, I did not expect the original cost back as if it were new. Again they insisted no at the least we can give you $25 travel credit, not my money with out a receipt. ridiculous. I find it considerate that they reimburse me for my lost luggage and it's contents the estimated value of my items, I am considerate enough to consider the fact that my items were used but a few items were not and a few were personal investments that were greatly cherished and un replaceable. The estimate that would be satisfactory is of at least $1,500 and reimburse me for the cost of checking my luggage that was not properly handled. My time was taken for granted and this definitely took a toll on my emotions, yet if they were to be competent enough  and reimbursed me for what they lost I would be thankful.  

This report was posted on Ripoff Report on 04/24/2014 05:42 PM and is a permanent record located here: http://www.ripoffreport.com/reports/virgin-america-corporate-office-headquarters/nationwide/virgin-america-corporate-office-headquarters-virgin-mobilevirgin-atlanticvirgin-australia-1141531. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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