Poor Checkin facilities (Virgin Atlantic)

Member Name: Ex Virgin Flyer

Product:	Virgin Atlantic
Date:	24/08/09 (124 review reads)
Rating:

Advantages: Non

Disadvantages: Dissatisfied customers

Dear Mr Branson
I feel we must complain about our latest excursion with Virgin. This was our third time with you and the most disappointing.

We had booked as a family of nine back on12/09/08 (6 adults & 3 Children 10, 7 & 2).
1. Our frustration began when we were told we could check in 24 hrs before flight.
We even had an e-mail from you telling us to do so and how easy it would be. We were unable to do this at any time on the 21st May. We were continually told at the end of filling in our data that we were unable to do this.

2. On arriving at the check-in desk at 9am, 4hrs before our flight were told we were unable to be seated near to each other. We were told other passengers had been able to check-in on line and via the Twilight Check-in beforehand and now there was only random seating available.
"Do you expect people to travel for 2 1/2 hrs the day before to use the Twilight Check-In and travel 2 ½ hrs back, as would have been in my case?"
Don't see the benefit of this unless Virgin expect people to book in a hotel night before or sleep in airport or travel by car, train or other means of transport just to get a seat. Not to good for the environment/carbon footprint all this pre-travelling?

3. After complaining to a manager at the check-in desk, who was sympathetic, but still couldn't do anything. We were actively encouraged to complain to Virgin H.O. and they even wished it reverted back to the old way of arriving, queuing up, on a first come first served basis.
This is how it was on the previous two occasions we used you and all was well.

4. Our return was slightly better although we had no information as to where your Downtown Disney Check-In was situated. There were no directional signs or information given to us or on any documents. We were annoyed that we had to pay $10/per person for this privilege. While others who had booked their holidays with Virgin Holidays didn't.
Although to be fare, we were told about this charge on the flight coming in to Orlando.
We felt this was a discrimination against us as we had booked with Virgin Atlantic.

On any other subsequent visits to Florida or other USA destinations. We would only consider Virgin as an alternative and not as a preferred carrier in future.

I look forward to your response post haste.

Yours sincerely


Stephen Jackson

Summary: Disappointed beginning and end to holiday