[chrisgagne]

On Dec 11 '10, I traveled on VA 024 from LAX to LHR. At the checkin counter, I was advised that my laptop/camera equipment bag was too heavy (17kg vs 7kg) to carry on board. (The bag wasn't large, just heavy, as it's filled with metal and glass,) I offered to place half the contents into another small carry-on pack (creating a 10kg and 7kg bag) but was advised that this was still 3kg too heavy. I asked if it would be sufficient to place the item on the floor in front of me (maybe this was too heavy for the overhead bins), and they declined as the combined weight of me and the equipment would still be "too heavy."

I advised that I am ~155lbs and had a checkin bag weighing only 15kg - there was simply no excuse for their position as I could have easily weighed 250lbs and checked in much heavier items. No dice.

They refused to accept responsibility for any of the equipment were it to be checked in (total value ~$17,000).

Ultimately I was told that I would not be permitted to check-in intending to have items as carry-ons unless I paid $454 to upgrade to "premium economy." I caved and paid as I had no other alternatives. Once past the check-in counter, nobody from either the TSA or the flight crew seemed to have any issue with my bag, premium economy or not.

During the flight, I plugged in my headphones into the internal PA system and set the volume to a comfortable 5-10% (they they're fairly sensitive). I enjoyed an inflight movie and listened to some music. Later in the flight, the pilot came on the PA system. Unfortunately VA's system was defective and played the announcement at an absolutely ear-splitting volume-- I guess it didn't respect the volume setting. In agony, I had to quickly pull the headphones out of my ear and suffered ear pain and ringing for quite some time after the flight. Ringing without pain is alone indicative of permanent hearing damage. The flight and ground crews were unsympathetic.

(As a side note, the VA website indicates that it costs 50GBP to receive an exit row seat from LAX to LHR. The check-in counter at LAX was charging 120GBP. Seriously guys? $200 for an exit row seat?)

On the return trip, I made a plea to to the LHR transfer desk (Daniel and Kim) who were sympathetic to my experiences thus far with VA and exhaustion and provided me with an exit row seat free of charge. This is probably the only thing VA did right.

When I got on the plane I was the only person sitting in the 2-seat exit row and thought I would succeed in getting some much needed sleep. Unfortunately, I was dripped on for most of the flight and was told by the flight attendant that it was simply condensation. I was aware it is simply condensation (and thankfully not jet fuel...) but an offer to relocate to a different seat or simply a towel would have been greatly appreciated.

I appreciate that airlines have policies that may be mandated by law or help smooth the business operations. I have a difficult time believing that the failure to provide a small allowance on carry-on item weight was due to legal requirements as they seemed perfectly happy to allow me to carry the items on if I paid for "premium" economy. Further, while I appreciate company policy, I am disappointed when employees are unable to do the right thing and choose to apply company policies as strictly as possible (excepting, of course, when laws and safety are at issue). Good companies treat and train their employees well, encouraging them to make the right decision when it comes to the overall lifetime value of a customer, even if it means a slight shift in the application of policy. More succinctly: don't let policies get in the way of correct customer service.

So, VA, in my best British accent and with all due respect: "**** you." I'm forwarding this story to everyone I know.