Hello guys,

I would like to share with you my experience with Virgin Australia. When I flew from Sydney to Auckland with my surfboard bag. At the arrival I found my bag in the middle of the baggage claim hall.
The cover of the bag did not look very good (green paint and other several strange stains all over the bag) therefore, I proceed to a quick inspection of the boards.
Unfortunately, I noted that the two surfboards were destroyed while I was traveling in New Zealand mainly for surfing.

It’s ok an accident can happen, I went to the claims service to ask for compensation, after several hours calling them / writing email. The only message I received Is : it’s normal damage and the board were improperly packed. MY BOARD IS LITERALLY CUT IN TWO PARTS (it’s a shame to call that normal damage.)

Just to let you know the surfboard bag is especially designed for airline travel and respect all the standards. Virgin is incapable of giving legal argument to denied my claim. They just refuse to paid for the damage there are responsible for.

The situation is so unfair, the customer service is totally inefficient (always asking same information, lake of consideration for the damage, nonsense answer).

I totally invite you to chose another company to flight with.

Best regards,

Marine