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Dan's complaint against Vueling

Dan Songco


Poor customer service on delayed luggage

Complaint against Vueling

We filed a delayed luggage with Vueling Airlines last Sept. 27 when it was left behind in Rome on our flight to London. The lady at the lost luggage unit of Gatwick informed us that the system says the belt stopped so our luggage failed to make it to the flight. We were given a PIR and told to track our luggage at Vueling's luggage tracker site. Since then we have received scarce info from Vueling customer service from what seems like a computer generated message with a standard apology. In one message, the message started with: Dear [First name]. The agent did not even bother to put my name. We were told repeatedly to check their tracker site but the site is useless because it only says search continues for our luggage even it one message from customer service said our luggage has been located and they are awaiting further info from airport authorities. We were repeatedly told to submit documents that we had already submitted to them and now we are being asked to give them a bank account without even informing us if our luggage is officially lost and what we can expect by way of compensation. This is very sloppy customer service from a 10 year old company that claims to be socially responsible. No wonder they have terrible reviews in Trip Advisor. This airline badly needs to shape up if it expects to survive the stiff competition of the budget airline industry.

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