[elsie-eye]

As an Aussie expat, I fly fairly regularly between the US and Melbourne, Australia, to visit family and have used a number of different airlines over the past 26+ years.

My most recent trip was on a Delta ticket with Delta flight numbers...but, Virgin Australia equipment from LAX-MEL...and the return leg from MEL-SYD where I picked up my Delta flight.

I brought one piece of luggage free with me, but two were allowed at a charge of US$60. I checked in advance as I knew I was going to bring back two pieces. However, when I went to check-in in Melbourne to return to the US, instead of paying US$60, I was forced to pay $210 in "excess baggage". Before anyone thinks I went overboard on my Vegemite purchases, the total weight for both pieces of luggage combined was only 37kg.

I escalated to management and was basically told "tough luck", it's Delta's fault you are subject to our policies. They even told me I might be charged for the second bag again in Sydney as this was a Virgin Australia charge, not a Delta charge. They didn't even want to give me a receipt for the A$210 so I had some evidence to support a complaint or refund request...but, finally did so after I insisted.

When I got to Sydney and checked-in to get my international boarding passes (this was something ELSE that Virgin Aust had been unable to provide in Melbourne), I was told that I should NOT have been charged and I should lodge a complaint and request a refund.

I have so far complained to Travelocity (take it up with the airlines), Delta (take it up with Virgin Australia), and Virgin Australia (gee, that's terrible, but I can't help you..here's another number to call for urgent customer relations...sorry, it's an international number and, oh by the way, they're not open.)

Virgin Australia's website states that people travel between Mel and Syd with two pieces of luggage at a cost of $12 per bag (prepaid) or $40 paid at the airport. For international travel, two pieces are allowed. Instead, they ripped me off with an "excess" baggage.

I guess Ned Kelly is alive and well, and working at the Virgin Australia T3 terminal at Tullamarine!

[elsie-eye]

So...it took them almost a month to get back to me...but the Customer Service people at Virgin Australia looked into my complaint, acknowledged that I should not have been charged, and have refunded my $210.

Hopefully, they will look into some coaching for the T3 terminal staff...front line AND supervisors!!....and no one else will have to go through this again!

All that being said, I have to respect them for owning up to the mistake and making it right. Good job, Virgin Australia!