This was my first time taking Virgin Atlantic from Mumbai to Chicago. The flight was Ok but the entertainment system was quite outdated offering limited number of shows and movies. Also, their customer service standards are pretty low, lot of misinformation and miscommunication from their end and no one takes any accountability whatsoever.
After my flight, when I landed at Chicago airport, It took me sometime at Immigration. I went at Bag Carousal but couldnot find my luggage. So informed Virgin Staff of the same that it took me some time at customs. Bayo- the staff , held me for 45 minutes and he told me after checking barcodes that my luggage has not arrived on Airport and it will delivered to my doorsteps in 2 days. I went home with the claim number to follow up with customer service regarding my baggage. After 10-15 times of back and forth with Virgin Staff they told me to come and pick up my luggage from the airport after two days.
They gave me multiple reasons of not delivering the bags, a) I lived in city and they do not deliver luggage to place so close to airport. b) The luggage was always on Chicago Airport (but they could not locate it in first place). I later collected baggage from the airport and decided to file a formal complaint online.
I emailed a complaint with Virgin Atlantic and haven’t heard anything from the company on this matter till long except for receipts for my email. I would not travel or recommend anyone to travel again with them