| Complaint filed by | |
| Complaint filed on | February 7th, 2025 |
| Complaint filed against | Virgin Atlantic |
- Text of Complaint by Ankita Nimish Save
I am writing to lodge a formal complaint regarding the unacceptable service and rude behavior of the staff at Mumbai International Airport on January 6, 2025, at approximately 2:00 AM, following Virgin Atlantic flight VS358 (Reference: D7RT85) from London to Mumbai.
Despite traveling in Premium Economy and paying extra for a better travel experience,
I faced an unacceptable delay of nearly two hours in receiving my baby’s stroller, even after my checked baggage was delivered promptly.
This delay caused immense discomfort and inconvenience for my baby, making it one of the worst experiences we have ever had.
To make matters worse, your staff exhibited an unprofessional and rude attitude when approached for assistance. Instead of providing help or even basic empathy, they were dismissive and indifferent, exacerbating an already frustrating situation.
This level of service and discourtesy is unacceptable and falls far below the standards one would expect at an international airport of your stature. Such incidents not only reflect poorly on the airport’s management but also tarnish the overall travel experience.
I demand the following actions be taken immediately:
1. A thorough investigation into the delay in providing the stroller and an explanation for this lapse.
2. Strict action against the staff responsible for their unprofessional conduct.
3. Assurance that measures will be implemented to prevent such incidents in the future.
Additionally, I would like to inform you that due to this experience, we will ensure not to fly with Virgin Atlantic again.
Please treat this matter with urgency and provide a detailed response, including the corrective steps you intend to take. Failure to address this appropriately will leave me with no choice but to escalate the issue further.
Kindly acknowledge receipt of this email and provide a resolution timeline.
Please find ticket attached for reference.
Yours sincerely,
Ankita Nimish Save
Flight No: VS358
Reference No: D7RT85
