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VIRGIN ATLANTIC COMPLAINTS FORUM-We are not VIRGIN ATLANTIC and are
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Opinions expressed on this web site are
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They had travelled many times
before with Virgin Atlantic. This flight
was to Miami on the 14th of
February 1997, St Valentines Day. A day the family will
NEVER FORGET. During this fight,
Mr Phillips objected to the interruption of the in-flight
movie to give the name of a
winner of a competition (Guess the average age of the
Cabin Crew). Mr.Phillips said
that this interruption was needless and could have been
made when the movie had finished.
An argument developed with one of the
Stewardesses. Mr.Phillips told
this flight attendant that she was rude and that he didn't
like her attitude or the way
she spoke to him. Some thirty minutes later, the Captain
made an announcement: "A passenger
has physically and verbally abused a member of
the Cabin Crew. If this behaviour
persists, I will land the plane in Canada and hand the
erring passenger over to the
Canadian Police".
Mr.Phillips heard the Captain's announcement, but didn't' know that the Captain was talking about him! Mr.Phillips is not a drinker and spent most of the flight reading his newspapers, and drinking Virgin Cola. He was completely unaware of the conspiracy being hatched around him, by the In-Flight Supervisor, Miss Lorna Gayle, with the collaboration of the Captain of the aircraft, Captain Tony Slaney. NEITHER THE CAPTAIN NOR ANY OFFICER OR MEMBEROF THE CREW APPROACHED MR.PHILLIPS AT ANY TIME DURING THE FLIGHT OR AFTER THE PLANE HAD LANDED.
On arrival in Miami (some four
hours after the Captain's announcement), Mr.Phillips, to his complete surprise,
was arrested on the plane by three officers of the Dade County Police force.
He asked why he was being arrested; the officers told him that the FBI
would answer that question. They did tell him that he was facing imprisonment
and deportation from the United States and that if deported, he would never
be allowedto return to the U.S.A! They refused to tell him why he was being
arrested. Later Mrs.Phillips and their thirteen-year-old daughter, Jessica,
were taken into custody, their passports were taken from them and all three
family members were guarded
by armed police officers.
REMEMBER:
NOBODY HAD TOLD THE FAMILY WHY
THEY WERE BEING DETAINED. THEY ONLY KNEW THAT THE HEAD OF THE FAMILY WAS
FACING IMPRISONMENT AND DEPORTATION AND THAT ALL OF THEM WERE IN CUSTODY.
Mr.Phillips realized that SOMETHING WAS UP! You do not get arrested for
objecting to the needless interruption of the In Flight Movie! You do not
get arrested for telling a Flight Attendant that she is rude and you object
to her attitude! OR DO YOU!! So why were the family being detained by the
Police and the FBI?
Eventually, two Agents of the
Federal Bureau of Investigation arrived at the airport. Mr.Phillips
was placed in an interrogation room through the window he saw the
VIRGIN ATLANTIC CREW arrive,
dressed in their red uniforms together with a man, he
presumed was the Captain. The
FBI Agents interrogated them. Later the FBI
interrogated Mrs. Phillips and
Jessica. Of course Mr.Phillips was alone and was still
wondering "What the hell is
going on?"
Eventually, the FBI Agents interrogated
him.
They told him that the allegations
were that he had sexually molested the Female Crew
Members during the flight from
Gatwick to Miami. The FBI Agents then described his
behaviour on the Aircraft as
related to them by the VIRGIN ATLANTIC Flight Attendants and the Captain
of the Aircraft. Without going into details, here the accusations were
that Mr.Phillips had behaved like a drunken lout, that he had committed
a Heinous Crime aboard the aircraft. Mr.Phillips explained that this was
a complete lie fabricated by the VIRGIN ATLANTIC CABIN CREW, and that in
fact he had spent most of the flight sitting quietly, enjoying his newspapers.
It
seems that the FBI Agents believed Mr.Phillips, they suggested that he
had been the victim of a conspiracy.
He was released together with his family. Their
passports were returned to them,
and the FBI Agents told him, that the Captain of the
aircraft had told them that
he would never be allowed to fly with the Airline again!
Two weeks later, the Phillips
family flew back to England with VIRGIN ATLANTIC. Well,
it is obvious that the family
did not enjoy their holiday. They had been the victims of a
conspiracy organized by the
Cabin Crew. The Dade County Police had imprisoned
them. They did not know if the
British Police would be awaiting them on arrival in
England.
Their friends told them to write
to Richard Branson. After all, he's the boss,
and he WILL get to the bottom
of this and root out the wrongdoers!
So they wrote to Richard Branson,
and told him how they had been humiliated, and
threatened with imprisonment
and deportation from the United States. They had been
the victims of vicious allegations
made by his In Flight Supervisor and four other
Female Flight Attendants. Yes,
five in all, who said that they were sexually molested by
Mr.Phillips during the flight
from Gatwick to Miami!
The Phillips family did request
an investigation at the highest level and also requested that the family
be interviewed by Virgin Atlantic Officials. The letter was hand delivered
by the family to Richard Branson's private home at 11 Holland Park, London.
It was handed to one of his secretaries. It took six weeks to get a reply,
which came from VIRGIN ATLANTIC
CUSTOMER RELATIONS.
The
family were informed that the airline has investigated the matter and that
Mr.Phillips did physically and verbally abuse the Cabin Crew on the plane.
The family were never given the interview that they had requested.
The family were never asked
for their side of the story. Many letters were sent to
Richard Branson, requesting
clarification and pleading for a proper investigation.
Mr.Phillips accused the airline
of covering up the misdeeds of their Cabin Crew. No
explanation or apology has been
received.
THE CHIEF CONSPIRATOR- In Flight Supervisor: Ms. Lorna Gayle CO-CONSPIRATORS- Flight Attendants: Helen Ainsley, Tara Abdul-Hameed, Angela Andrews, and Clare Burrows. ALSO INVOLVED- CAPTAIN Tony Slaney, PURSER Mike Bryant, and Flight Attendant: Jarrod Stevens.
QUESTION:
Have VIRGIN ATLANTIC Officials
conducted a proper investigation into this matter? If
not, why not? They certainly
have never asked the Phillips Family for their side of the
story! The In Flight Supervisor
and her four fellow conspirators are still working for
VIRGIN ATLANTIC AIRLINES. THE
FAMILY IS STILL AWAITING A PROPER
INVESTIGATION AND APOLOGY. Of
course, an apology from the Airline would imply
that they are fully aware that
their AIRCREW were guilty as outlined above and that
they Had misbehaved and were
guilty of GROSS MISCONDUCT and CONSPIRACY (a
criminal act) against an innocent
passenger and his family.
-IN FACT ALL FIVE CONSPIRATORS SHOULD HAVE BEEN SACKED ON THE SPOT-
*
* * *
* *
- Virgin Atlantic a Disgusting Airline.
From Edward Phillips e-mail Virginlies@aol.com
This is addressed to anyone who may have an interest in Virgin Atlantic Airways. It accompanies a letter to Captain Tony Slaney a Virgin Atlantic Pilot whom I say is a liar and a Conspirator.
Captain Tony Slaney who ordered my arrest on arrival in Miami Florida on the 14th February 1997. During the flight I had complained about the needless interruption of the In Flight Movie to give the name of the winner of a competition. As there were another five hours before arrival in Miami the interruption was made without any thought of the comfort to the passengers enjoyment of the movie. I was then provoked into words with a stewardess. On arrival in Florida armed Police boarded the aircraft on the instructions of Captain Tony Slaney I was arrested and interrogated by the FBI who told me that the Captain and Cabin Crew had told them that I had attacked the crew, sexually abused and molested the Stewardesses during the flight. This was a monstrous lie. Fortunately the FBI agents involved were of a higher calibre than the Captain and Cabin Crew of this Virgin Atlantic flight. The FBI realised that I was the victim of a sadistic conspiracy organised by the Chief Stewardess Lorna Gayle. I was released without any charges. I later discovered that five Stewardesses had told the FBI that I had physically molested them.
My complaint
to Richard Branson head of Virgin Atlantic Airlines was delivered to his
home. I asked that my family and I be interviewed. No reply has ever been
received from Richard Branson. Eventually a reply was received from Virgin
Customer Services to say that on investigation I did physically and verbally
abuse the crew. They lied!
At first I did think that I
would get an apology from Virgin Atlantic. Later I began to realise that
the company were only interested in supporting their Captain and crew.
The fact is that this crew were guilty of misbehaviour of the worst kind.
In desperation I started a Website www.virginaircrewlies.com Virgins legal department did their best to close this site down. They also wrote me a letter in which they threatened to sue me with the torte of Malicious Falsehoods. They said that my website was defamatory and infringed Virgin's copyright. Of course they were waving a big stick. When you receive such a letter from a giant company threatening to sue, it is scary. Virgin's letter was dated 2nd August 1999. I never heard another word from Virgin's legal department. Why didn't they sue me as they threatened? It is pretty obvious that in a court of law the truth would come out that Virgin Atlantic decided to cover-up the disgraceful criminal activities of their aircrew. Richard Branson is the great litigator. My website is still up and running. Why doesn't Branson and his Airline sue me?
Initially my correspondence with the Airline was very polite. I thought I was dealing with a decent honest organisation that was run by Richard Branson the high profile Chairman of the company. He wants the public to think that he is a regular guy. Surely he will get to the bottom of this and root out the rotten apples. He will be so upset that one of his Captains and crew could lie so much that they would put an innocent passenger into an American Jail. Well if you think that as I did then you will be mistaken! I am assured by Virgin Atlantic's Customer Relations Department that Richard knows all about my case. So it seems that Captain Tony Slaney and his contemptuous Cabin Crew are to be protected by the company. They have the support of Richard Branson and they have the support of Virgin Atlantic management. They are all liars and criminals. The rot is from Richard Branson and Steve Ridgeway at the top right through their legal department to Customer Services to the Captain and his disgusting team of Stewardesses. We are dealing with the lowest of the low. I mean it!
To falsely accuse a man of sexual molestation is about as low as you can get. To bear false witness and lie to the American authorities to try and get an innocent passenger imprisoned is so frightening it makes you feel sick. If my wife and daughter hadn't been with me, I shudder to think of the consequences. Sex offenders are usually beaten up in jail. I was facing twenty years in a Federal Prison.
This story
starts with my complaint about the interruption of the in-flight movie.
I had words with a Stewardess who lied and organised this conspiracy. Why
did she do it? At the time I said to my wife "She must be mad". I still
think that IFS Lorna Gayle is a Psychopath. What I do know is that Virgin
Atlantic Airways protects her they are guilty of a big cover-up. Reading
this you may say that I am very
malicious. That there is no smoke without fire. Please be assured that
Virgin Atlantic Airways would have taken me to court a long time ago if
what I state was not true. Virgin management are so disgusting and without
a shred of decency they should not be operating as an airline that has
the care and protection of passengers.
All I can say is beware Virgin
Atlantic Airways and its employees they are not to be trusted!
Waiting to be sued,
Edward Phillips
www.Virginaircrewlies.com
e-mail: virginlies@aol.com
The Letter to Captain Tony Slaney follows:
Captain Tony Slaney - Lord of
the Lies
C/O Virgin Atlantic Airways
This letter is from Edward Phillips
- Passenger on VS005 London to Miami
e-mail: Virginlies@aol.com
Mailed to Captain Tony Slaney
on St Valentines Day 14th February 2003
THE MANIPULATION OF THE PASSENGERS
Some twenty minutes after your announcement the two passengers sitting next to me were upgraded into the First Class. Two stewardesses came over and started to take their hand luggage from the overhead lockers and their baby. The man sitting next to me whom I had been chatting with told me that they were being upgraded into the First Class section. I looked at the two empty seats next to me and felt a little uncomfortable. Could that announcement by the Captain have been meant for me? Later I walked around to stretch my legs and asked some of the passengers at the back of the aircraft if they had seen any trouble referring to your announcement. It seems all was well, nobody had seen anything untoward. The incident must have been in the First Class section. Little did I realise at the time that I was being framed! Passengers were being moved around and manipulated by your Cabin Crew Captain Slaney. As the Captain you were a party to all that was happening on your plane.
REQUEST TO THE CAPTAIN WAS DENIED
Some hours later shortly before landing, I asked a Stewardess if the incident referred to by the Captain had taken place in the First Class? She pointed her finger at me and said, "It happened here." I thought, "She must be joking". I told my wife about it. My wife was furious. She said "If that is a joke its not a very funny one." My wife asked to speak to the Captain. I asked to speak to the Captain. This was denied. We were told that the Captain couldn't leave the cockpit. I said, "I would like to speak to the Captain after we land." My request to speak to the Captain after arrival was ignored.
THE ARREST BY THE MIAMI POLICE
On landing in Miami three armed police officers appeared and I was arrested and taken off the aircraft. Of course I did not know why I was being arrested. Being of average intelligence I could not perceive of anything that I had done that warranted arrest. Nobody approached me during the flight to complain of any misdemeanour that I may have committed. The Miami Police told me that I would be committed to Prison and eventually deported. "What have I done?" I asked. They refused to tell me. My wife and thirteen-year-old daughter were also taken into custody. We all three were detained and later individually questioned by two FBI Agents who told me that the allegations were that I had sexually assaulted the female Flight Attendants. They then described my actions how I had been groping the crewmembers and generally behaving in a manner that I can only describe as pretty awful. That they were called in because this was a Federal Offence as the Aircraft and passengers were in danger. I was stunned and shocked. I felt that the FBI will never believe me against the words of the Virgin Cabin Crew and their Captain (Tony Slaney). I knew that this was all a tissue of lies. What were my chances in a case like this. It seems that the FBI Agents were of a high enough calibre to realise that I was the victim of an amazing conspiracy hatched by the cabin crew of Virgin Atlantic VS005. My family and I were released our passports were stamped and we were told to have a good vacation and that there were no black marks on my name on the US. Immigration Computer.
THE CONSPIRACY
We had been detained for five hours. I had been threatened with imprisonment and deportation. I had been accused of a heinous crime. The FBI had told me that I had allegedly sexually molested the female crew of the Virgin Flight. The FBI had also told me that I was the victim of a conspiracy and that they were bringing no charges against me. The FBI said that you, Captain Slaney had told them that I would never fly with Virgin Atlantic again. You can guess that we did not have a very nice holiday. What with the threat that the British Police would be waiting for me at Gatwick Airport and how do I get home. After all you, Captain Slaney said I would never fly Virgin again. Amazingly two weeks later we flew back to England with Virgin Atlantic. More amazing is the fact that if Virgin Atlantic thought I was such a danger to the plane, passengers and crew that they allowed me to fly home on one of their aircraft
After
our return to England I managed to obtain the Miami Police report.
I was astounded on reading this
report that the allegations were that I had abused and sexually molested
five Virgin Flight Attendants, all of them women.
It is amazing that these Flight
Attendants could tell such lies. I certainly had no problems on the plane
with anybody except the In Flight Supervisor. She was the one who was rude.
She was the one whom I had told " I don’t like your attitude."
She was the one who had organised
her four colleagues to lie and report to you as their Captain that I had
been abusing and molesting them.
A POSITION OF TRUST
How could a person in such of a position of trust as an In Flight Supervisor tell such blatant lies and then organise her colleagues to lie and support her story. How could the Captain of an Airliner believe her and not even bother to talk to the passenger who was accused of such conduct. I hate to say it Captain Slaney but you must be either very naïve or very stupid or you are a member of this conspiracy to have an innocent passenger arrested. Maybe IFS Lorna Gayle has a hold on you.
Of course when all of this happened I did not know you're name or any of the crew. If I had known what was going on around me I would have been writing down names and addresses. I was Framed by your Cabin Crew and you are party to it.
I tried to
take Virgin Atlantic Airlines to court in the USA. Because of the Warsaw
Convention my attempt failed. However my American lawyers were able to
get what they call a Discovery. I got the in Flight Supervisors report,
her name is Lorna Gayle she is the ringleader of the Conspiracy. In her
report she describes in detail how I had attacked the cabin crew and what
I did to them. I also got your report Captain Slaney in your own handwriting
in which you describe how I had sexually molested the Stewardesses and
how I had physically and verbally assaulted them. Well Captain Slaney I
say that you are a liar of the first order. Not only are you a liar but
you are stupid as well. In fact you should not be in charge of a Whelk
Stall let alone an aircraft with passengers on board. You are a disgrace
to the position you hold as a Captain and Pilot. I will be sending this
letter to various individuals and organisations including the British Airline
Pilots Association. So I am going to publish these details far and wide.
I am slandering you because you are a liar and you know it. You are not
to be trusted! You are incompetent!
The same can be said for the
company that you work for. Virgin Atlantic Airlines know the truth but
instead of apologising to a passenger who has suffered abuse from their
crew all they wanted was to protect their crew and to hell with the passengers.
RICHARD BRANSON - HYPOCRITE
Richard Branson is so two faced and twisted. His latest action is to reward a minor celebrity who was arrested after swearing abuse at the cabin crew during a Virgin Flight from Los Angeles to London only last week. How was Courtney Love treated by Branson and his airline? Was she banned from Virgin Atlantic and taken to court? No! Richard Branson kisses her on the lips and rewards her with four free First Class flights with Virgin Atlantic Airways. These free flights are worth over £24,444 (Daily Mail 5 Feb 2003). So what is your boss playing at?
If a passenger has a legitimate complaint as I had, after being abused by you and your motley crew. He is treated like dirt. If it is a celebrity who in my opinion should have been put in jail, they are rewarded with First Class tickets.
Captain Slaney you had the opportunity to apologise to me when I wrote to you on the 23rd June 1999. You chose not to do so. Instead you ignored my letter and passed it to Virgin's legal Department. You were the Captain of VS005 on the 14th February 1997. If you were not aware that you had been hoodwinked by IFS Lorna Gayle and the other stewardesses who are named below then you certainly were aware after you received my letter. In spite of my letter to you. You are so drunk with the power that you wield over innocent passengers I can only assume that you were a member of the conspiracy to have me arrested, after all you were the one that ordered my arrest! The thought that an innocent passenger was facing twenty years in a Federal Prison as a sexual molester seemed to be of little concern to you. It seems that you are lacking basic civilised morals and yet you hold the position of Pilot and Captain. You are really disgusting.
I am
a very angry, my wife is angry and my daughter is angry.
It's seldom that I consume
alcohol, I do not smoke, I abhor bad language and I hate to see injustice.
That is the reason why I will not go away. I shall pursue you with letters
and publications of your misdeeds and outrageous behaviour until you take
me to court for slander. If you do not sue for slander then it looks as
though you are guilty of the misdeeds as outlined above.
I am looking forward to receiving the Recorded Delivery Letter from you or Virgin Atlantic Airlines telling me that you or the airline are taking legal action against me. Let's see how long it takes.
This letter is mailed to you on Valentines Day; 14th February 2003 it is the 6th anniversary of your disgusting behaviour towards an innocent passenger and his family. This letter will be published on my website and will stay there until I get an apology from you and the Airline.
Your mishandling of a small incident on a Flight to Miami in 1997 has caused my family and I much distress. I will not forget for the rest of my life. You and your slimy crew-members that were involved in the Conspiracy should have all been sacked on the spot. The Airline is as bad as you. Their handling of the Lorna Gayle Conspiracy shows the incompetence and prejudice to passengers with a legitimate complaint. They are only concerned with cover-up.
Members of the crew of Virgin Flight Vs005 14 February1997.
THE CONSPIRATORS
Captain Tony Slaney
Ifs. Lorna Gayle - Tara Abdul
Hameed - Clare Burrows -
Angela Andrews - Helen Ainsley
With all Sincerity - EDWARD PHILLIPS
Website:
www.virginaircrewlies.com
E-mail
Address: -- VirginLies@AOL.COM
For more Analysis and Comment on this case. Click Here
***** Dear Mr. Branson, Please reply to my letters of 1997/1998/1999 etc..........*****
| ******* LICENSE TO ABUSE PASSENGERS***** |
* * * *
*
Let us quote a story from well known Millionaire and
columnist
TAKITheodoporoclous as reported
by him in the Sunday Times, on the 5th of October 1997-Headlined-
VIRGIN TERRITORY TO AVOID
"We all have horror travel stories to tell, but this one takes the biscuit. Since 1989 I have travelled on Concorde or British Airways' First Class- I find American Airlines' personnel rude and too familiar, while Swissair simply aint' what it used to be.
"Last week, I was persuaded by the mother of my children to take Virgin Atlantic to New York. Once on board we were left in the dark about a long delay. The pilot eventually said his instruments indicated a mechanical failure, soon to be fixed.
"After three hours-And with many hours of flying ahead of us- I rose from my seat in a manner that would have made a concentration camp bully proud.
"Now, I am extremely polite with people, who work for
a living, but there are limits to what I'll put up with. I asked for my
luggage to be unloaded and both Alexandria and I got off. Here is what
followed:
First Virgin's staff tried to persuade me not to get
off. Having failed to do so, they brazenly lied, claiming the three other
Airlines, which fly to America, were full. When I asked them to ring Concorde
for the 7pm flight, they claimed that, too, was full.
They then refused to give me back my tickets, claiming all I needed for a refund was the boarding pass stub.
Needless to say, IT WAS ALL ONE BIG LIE. Virgin's people were furious because I did the protest on board. After I got off, others demanded to do so, which did not endear me to the Airline.
When I got to the BA counter and booked us on Concorde, we were told the plane was only half full and nobody from Virgin had tried to contact them.
Richard Branson should spend less time dressing in
drag and more teaching his minions how to look after passengers. In the
meantime, I have learnt my lessons; never listen
to a woman, never go Virgin- and stick with British Airways, despite the
silly logo."
FOLLOWING ARE COMMENTS FROM VIRGIN ATLANTIC PUBLIC FORUM
COMMENT FROM CELIA TANG December 2 l998
I am a Hong Kong student in the UK My boy friend and I purchased two tickets from Thomas Cook to Los Angeles departing UK at end of December l998. My sister was killed in a car accident in New Zealand on 18th November l998. I had to fly to Hong Kong and then to New Zealand on 18th November l998. I had to fly to Hong Kong and then to New Zealand to deal with the matter. My parents are devastated and need me there. I also requested my course director to break off from my studies.
Because of my sister's sudden death and my parents, I don't think I could travel to the USA as planned.
Thomas Cook said they couldn't give us a refund, as VIRGIN ATLANTIC did not allow them to.
I have always flown VIRGIN ATLANTIC, I truly believed VA would understand our situation and consider the matter on a compassionate ground. My boyfriend simply wants to get the refund and purchase another ticket to see my family in Hong Kong.
I don't know who I should approach for assistance. If there is anybody could advise me in one way or another, please let me know. Thankyou so much. (E mail supplied).
COMMENT FROM GRAHAM GODFREY May ll 1999
I have put the telephone down after holding for 4 hours (in two sessions) trying to get through to reservations this evening.
I did not manage to talk to someone.
Will virgin take the price of the phone calls off my
holiday? Of course not.
They are probably making a killing from BT or someone
else.
MR ANGRY
COMMENT FROM CHRISTINE DRIVER - November 16 l998
I sent a letter of complaint about the rude and unhelpful staff I encountered when travelling with VIRGIN ATLANTIC on the 21st September l998 and still have not had a reply…. Has anyone else had to wait this long for a reply and how much longer should I expect to wait.
IF ANYONE IS THINKING OF FLYING WITH VIRGIN I WOULD SUGGEST YOU THINK AGAIN AND CHOOSE SOMEONE ELSE TO FLY WITH…
COMMENT FROM JEREMY SPARROW - 3 May l999
The average wait time for the membership miles service
is 45 minutes - this is clearly impossible for any businessman to think
of using it. BA I get through in 1 minute - whilst the program looks good
at VIRGIN the catch is that it is inconceivable that business will wait
45 minutes to access the program. Hugely disappointing and a shot in the
arm for BA for business class travellers that use AirMiles.
COMMENTS FROM JIM JACK - July 29 l998
Copy of e-mail sent to VIRGIN…
It is two weeks since I returned from my Virgin drive-as-you-please
vacation in Britain, and only now am I calm enough to finally write to
complain about the trip.
I initially booked just the flight, but then I read about the package, and decided to cancel the flight and book the package. The Virgin rep told me to keep the flight and have the vacation people organize my vacation around the already-booked flight. Fair enough.
Everything seemed to be organized well. The tickets arrived at my apartment. The invoice arrived 5 weeks before departure and was paid immediately. The vacation people would book my first night in a hotel in London, I would fly into Heathrow and someone would meet me there and take care of the rest. Perfect.
Except when I arrived at Heathrow on Friday and approached the man with the "VIRGIN ATLANTIC/TRAVEL IMPRESSIONS " flag, he did not have my name on his list and walked away. I approached him again, and he brushed me off, telling me that I was not his problem, and I should go to the "Virgin" desk.
I did, only to be told that they were airlines only, and had nothing to do with vacation. Back to the flag man.
He tried to brush me off again, but I got in his face and so he phoned his office. He came back and brushed me off.
I got in his face again, but this time I took the phone from him and spoke to his manager. He did not represent Virgin, he said. He was just a Limo company. I got the Virgin phone number from him.
I called the number, and was told that the office was not yet open, but when I explained my problem, the man asked my name. When I told him, he told me that he had received a Fax from the US about me, to whit that they (US) had not been able to get in touch with me to deliver my documents, and that London should be prepared in case I showed up. How can they deliver tickets and invoices and not deliver necessary documents? How can they tell me to show up at Heathrow to be met and not tell me that I needed some additional documentation? How can your London employee tell me that I am stupid for leaving NY without this documentation? He asked me to call back when the US office opened. This left my wife and I in Heathrow with our baggage and no-where to go for 8 hours.
I called back later, to be told that my documents were in NY and that London could do nothing for me. More anger, and I got the telephone number of the US office and a name.
I called the US number, from a call box and got an answering machine. Feeding change into the phone as quickly as I could, I managed to leave a message for Monica Stein giving her the number of the public phone I was at, and asked her to call.
Half an hour later, she had not called. Calling the US from is impractical, so I called her again and reversed the charge. I heard her tell the operator that it was against public (company) policy to accept reverse charge calls, but I yelled at her to accept this one, and she did.
At first, she told me that there was nothing that she could do. If I returned to the US, she would cancel the vacation and refund my money for the vacation, but not the flight cost, it was my fault that the situation had occurred.
After some heated conversation, she finally began to see that my wife and I had been deserted 5000 miles from home by Virgin, had spent 8 hours in an airport, and had no-where to go, and she started to try to rescue the vacation. After this, she was very helpful, given the circumstances and difficulties involved.
She arranged a reservation at a hotel, faxed my voucher to Hertz so that I could pick up the car, and also arranged to FedEx my documents. I received them on Monday. This meant that I had to cover my own hotel bills for the weekend.
When I got the Auto and Hotel vouchers, there was further disappointment. My flights were booked for June 25th and July 13th, 17 nights. The car and hotel vouchers only covered 13 days?12 nights. The rest came out of my pocket.
But there was more. It seems that the vouchers do not cover the hotel cost, because every hotel we stayed at had a premium of 12 to 18 Pounds per night in addition to the voucher.
Can I say anything good about this, my first trip back to Britain since l971? The flights were excellent, The car was nice.
Mistakes were made, and I can understand that not getting the documentation to me in the first place can happen, even if you had five weeks to do it and had my address, if not my phone number. But what I cannot comprehend is an organization whose culture would permit the number of employees who would desert a client in such difficulty
I cannot recommend Virgin Atlantic to anyone,
AS FEATURED ON BBC WATCHDOG October 23 l998
Mrs Catherine Bellof Maidenhead.
Mrs Bell of Maidenhead bought a ticket to fly to the Far East with VIRGIN ATLANTIC. She paid £664.00. Imagine her surprise when she discovered she was making the flight not with VIRGIN ATLANTIC but with MALAYSIAN AIRLINES. Why did she complain? Was it because they didn't serve Virgin Cola? No she got upset when she discovered that VIRGIN had charged her a whopping £302.00 over what she would have paid if she had booked with MALAYSIAN AIRLINES direct. Their price was £362.00 for the same journey on the same plane. Ugh
WE WANT THE WORLD TO KNOW ABOUT YOUR COMPLAINT
...Click on links below
for more VIRGIN surprises...
HAVE YOU SUFFERED AS A CUSTOMER
OR PASSENGER ON
RICHARD BRANSON'S VIRGIN ATLANTIC
AIRWAYS?
Now is your chance to add your complaint to this Web
Site.
Maybe you have a friend who did not receive fair treatment.
Let's hear about
it, you will not be alone.
See also British Scareways
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