Virgin refused to check bags through to final destination
Mar 19, 2012, 1:25 am
#16
Original Poster
Join Date: Mar 2012
Posts: 12
Ok, thanks. Just spoke with Delta and they are seeking clarification with Virgin as they also feel that making passengers recheck luggage half way through a flight is strange. Bottom line is that if I am paying seperate fares to save money, then I'm happy to recheck luggage, or if it is highlighted that you need to collect you bags 3 stops after you start, then you're aware of it. But if it's promoted as interlined from your point of embarkation to the destination (with the exception of customs) then I think consumers have a right to get what they pay for and not be suprised by smart arrogant staff at the airport. I really appreciate you letting me know that this can be resolved at the Delta transfer desk outside LAX Customs.
Mar 19, 2012, 3:32 am
#18
Join Date: Feb 2011
Posts: 19
I am finding this conversation interesting. I have a Velocity Points J Class booking to the US later in the year on VA with DL connections in the US. It ended up being a very complicated process and I provided extensive feedback to VA, who acknowledged the issues well.
One of the key issues I am facing (and concerned about), I ended up with 2 PNRs and on the way out a DJ/VA connection at BNE (return direct to SYD) with the PNRs for the DJ/VA sectors and the other for the DL. I wanted assurance that I could check in my bags at SYD domestic all the way through to my destination (which will have 3 transit points over two PNRs due to the VA system and the connection in LAX to DL will be Y class as I could not get F - concerned about fees with DL) and it was indicated to me that this will be ok.
One of the key issues I am facing (and concerned about), I ended up with 2 PNRs and on the way out a DJ/VA connection at BNE (return direct to SYD) with the PNRs for the DJ/VA sectors and the other for the DL. I wanted assurance that I could check in my bags at SYD domestic all the way through to my destination (which will have 3 transit points over two PNRs due to the VA system and the connection in LAX to DL will be Y class as I could not get F - concerned about fees with DL) and it was indicated to me that this will be ok.
Mar 19, 2012, 4:39 am
#19
Join Date: Jun 2001
Location: Australia
Posts: 315
Well... I suspected that it could be the computer and tag problems and it's not the airline's fault. I have looked at the virgin australia's tag. It has got three stops/transit cities only on tag. For example, the tag can be printed "SYD/LAX/Detroit" - no more added as it runs out of space on the tag. I don't think that they will give you another tag on same bag.
I can't understand why the airlines staff cannot explain about the tag problems.
It would be better if you can pick your bags at LAX, then check-in again.
I can't understand why the airlines staff cannot explain about the tag problems.
It would be better if you can pick your bags at LAX, then check-in again.
Last edited by Bluesky; Mar 19, 2012 at 4:48 am
Mar 19, 2012, 10:42 am
#20
Join Date: Jul 2003
Location: Australia
Programs: QF LTS, Marriott LTP, ALL GOLD
Posts: 2,440
Mar 19, 2012, 11:49 am
#21
Join Date: Feb 2010
Posts: 1,857
Well... I suspected that it could be the computer and tag problems and it's not the airline's fault. I have looked at the virgin australia's tag. It has got three stops/transit cities only on tag. For example, the tag can be printed "SYD/LAX/Detroit" - no more added as it runs out of space on the tag. I don't think that they will give you another tag on same bag.
I can't understand why the airlines staff cannot explain about the tag problems.
It would be better if you can pick your bags at LAX, then check-in again.
I can't understand why the airlines staff cannot explain about the tag problems.
It would be better if you can pick your bags at LAX, then check-in again.
It appears that, but is by no way certain by what has been written, the daughter will be given a boarding pass for all the legs which means that she may be able to use the transfer desk anyway.
Mar 20, 2012, 12:36 am
#22
Original Poster
Join Date: Mar 2012
Posts: 12
Thanks everyone. My daughter is in the USA now and I fly in 2 days. We have raised these issues with Flight Centre, Virgin and Delta. What is interesting is that Virgin are telling the agent and ourselves that it is a tag/IT issue. Virgin cannot tag more than 3 stops. However, Delta has sought clarification and have been told that they can tag to final destination and will do it on Thursday when I travel. I certainly do not have any faith that this will happen. Personally, if I can check bags in where I get on the plane and only have to get my bags and clear customs and drop my bags, that's what I prefer to do. I'm sure families also travelling would also like the easy option. Yes, I can recheck my bags in at LAX, but in all my years I have never had to do this. Also as a FF of Delta, when arriving off a Delta flight international (and having cleared customs) and then connecting to a Delta connecting flight, you remain within the confines of the airport and are directed to smaller security lines. After travelling for some 17+ hours alaready, this is appreciated.
My whole point in all of this is that if Virgin can only tag a maximum of 3 stops, why isn't this listed anywhere, why don't agents know about it and why are they promoting that your bags are tagged to your final destination from your domestic airport. This is what they say on their website. I have offered to fly a day earlier and conduct business in Sydney and then just check in with Delta directly. This is not allowed now unless I pay a $210 fee to reissue the ticket. The reason is that Virgin have told Delta that they will tags the bags all the way through. I guess we'll see on Thursday!
My whole point in all of this is that if Virgin can only tag a maximum of 3 stops, why isn't this listed anywhere, why don't agents know about it and why are they promoting that your bags are tagged to your final destination from your domestic airport. This is what they say on their website. I have offered to fly a day earlier and conduct business in Sydney and then just check in with Delta directly. This is not allowed now unless I pay a $210 fee to reissue the ticket. The reason is that Virgin have told Delta that they will tags the bags all the way through. I guess we'll see on Thursday!
Mar 25, 2012, 9:12 pm
#23
Original Poster
Join Date: Mar 2012
Posts: 12
Bags update
Hi everyone,
Just an update. I flew out on Thursday and there was no issue with checking bags through this trip. What a change from the week prior. Virgin had honoured what they told Delta and printed 2 baggage tags. One CBR-SYD-LAX and the other to my destination. Staff were great and the whole experience was how it should be. Polite, stress free and easy.
Well done Virgin!
Just an update. I flew out on Thursday and there was no issue with checking bags through this trip. What a change from the week prior. Virgin had honoured what they told Delta and printed 2 baggage tags. One CBR-SYD-LAX and the other to my destination. Staff were great and the whole experience was how it should be. Polite, stress free and easy.
Well done Virgin!
Aug 29, 2012, 9:50 am
#24
Join Date: Feb 2011
Posts: 19
This forum proves useful. Checked in at Sydney domestic yesterday for a flight to the US via BNE with connections on DL - 4 sectors all up. Initially the check in agent indicated that I could only check bags to MEM (not final destination), and I wanted to avoid bag checking at LAX with DL. Fortunately I had printed out parts of this forum, particularly Frequenttraveller1 last two postings and whilst it took a while, they managed to work out how to tag the bag all the way through. After holding for support (with no answer) the agent nutted it out herself. She was pleasant, but if I didn't know other wise, my bags would have be only partially tagged!
Aug 30, 2012, 3:35 am
#26
Join Date: Jun 2012
Posts: 52
Forgive me if I missed something but I only read the first couple of posts. Put simply if you are on a single PNR wether it's 2 flights or 9 there is no reason a check in agent can not put your luggage all the way through. Even if you have to recheck after checks at LAX your baggage tag can be labeled for its final destination. My partner (years at ansett and nz) is sitting next to me telling me she has done this many times
Sep 2, 2012, 9:19 pm
#27
Join Date: Feb 2011
Posts: 19
Forgive me if I missed something but I only read the first couple of posts. Put simply if you are on a single PNR wether it's 2 flights or 9 there is no reason a check in agent can not put your luggage all the way through. Even if you have to recheck after checks at LAX your baggage tag can be labeled for its final destination. My partner (years at ansett and nz) is sitting next to me telling me she has done this many times
Sep 2, 2012, 9:41 pm
#28
FlyerTalk Evangelist
Join Date: Nov 2004
Location: Melbourne
Programs: ►QFWP/LTG►VA WP►HyattExpl.►HiltonGold►ALL Silver
Posts: 21,995
I have come across anecdotes that the checked luggage segment limit is four for many systems
Jan 23, 2024, 1:45 pm
#29
Join Date: Jan 2024
Posts: 1
12 years and no change with Virgin.
The other morning, I checked my daughter in from Canberra for our international flight to Hartford, Connecticut and were stunned to be told that out bags could not be checked through to our final destination. We were flying Virgin & Delta all the way from CBR -BDL. The Virgin staff member delighted in telling me that Virgin could not check bags more than 3 stops and we would have to recheck our bags in Detroit, the stop before Hartford. I explained that my daughter would be in transit and that this was not going to happen. She insisted that the bags could not go through and that she would have to recheck her bags. I had booked through an agent to ensure that all flights were linked on one PnR. I also did this trip on the 29th December and asked if this was a new rule as in all my years I had never heard something so ridiculous and was prompty told no, it was always the case. Strange, because I have had the bags checked through to final destination in the past by both Qantas/Delta and Virgin/Delta as long as the booking was on a single pnr. I was advised by the Virgin staff member that the agent should have informed me that Virgin cannot send bags more than 3 stops. (Of course the agent, had never ever heard of this before and is seeking clarification) This went on for 25 mins or more and the supervisor was absolutely no help. The arrogance of the staff member was unbelievable. Based on this, they only tagged my daughters bags to Sydney where she had to collect her bags from the carousel, leave the terminal, catch the bus outside the terminal over to the international terminal, line up again at the code share partner Delta, wait and check in all over again. Virgin boasts on their website that they are a code share partner of Delta and that you can check in at any domestic airport and get your bags at your final destination! This is listed several times on their site. (Of course, we know that when you arrive in LA you get your bags, clear Customs and then put them back on the transfer trolley while you are in transit), but I have never been told that I would have to collect my bags and check in again halfway through a trip.
I fly this trip at least 4-5 times a year and book the whole family with Virgin/Delta which equals about $25 -$30K a year in fares and am flying to the US again this week. I cannot afford to experience this again and will need to rethink where I put our business if this is the attitude of Virgin staff. There was no reasoning with this female staff member. It's amazing that Qantas who is not a codeshare partner will send your bags all the way, but Virgin who is aligned with Delta WILL NOT even when it is all on the one single intinerary. I imagine Delta would be concerned if they new Virgin staff were refusing to send bags through which is potentially causing their loyalty flyers like myself to move their business. Has anyone else experienced this before and is it a new rule or just incompetent staff? This caused us huge stress the other morning as my daughter was already anxious about flying alone to the USA, let alone having to drag her bags around and check in for a second time.
I fly this trip at least 4-5 times a year and book the whole family with Virgin/Delta which equals about $25 -$30K a year in fares and am flying to the US again this week. I cannot afford to experience this again and will need to rethink where I put our business if this is the attitude of Virgin staff. There was no reasoning with this female staff member. It's amazing that Qantas who is not a codeshare partner will send your bags all the way, but Virgin who is aligned with Delta WILL NOT even when it is all on the one single intinerary. I imagine Delta would be concerned if they new Virgin staff were refusing to send bags through which is potentially causing their loyalty flyers like myself to move their business. Has anyone else experienced this before and is it a new rule or just incompetent staff? This caused us huge stress the other morning as my daughter was already anxious about flying alone to the USA, let alone having to drag her bags around and check in for a second time.
Jan 23, 2024, 5:39 pm
#30
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 21,030
Sb1977 Welcome to FT
What were the details of the flights?
Booked on the same PNR/ticket?
I note from your profile are from CA (Canada)
This thread about VA-DL. DL is no longer a ff partner of VA
Booked on the same PNR/ticket?
I note from your profile are from CA (Canada)
This thread about VA-DL. DL is no longer a ff partner of VA