[Prenita]

It is terrible that in this day and age that a service provider cannot assist with a product that it offered. We flew from Melbourne to Auckland on virgin Australia, at the check in we were told that the tickets did not include baggage and that we had to purchase the baggage at A$120 pp. He told us to contact virgin Australia to purchase the baggage for the return flight as it would be cheaper A$55 pp. we tried contacting the call centre only to be told to contact the people who we booked with (webjet) as they could do nothing, it wasn't their ticket(air Australia). We then asked to be transferred to the complaints department in which we were told that we could instead speak to the senior manager, the senior manager repeated the story and when asked to be transferred to the complaints department told us that we should have read the rules and regulations! Well done Virgin Australia instead of going the extra mile for your customers you instead hide behind the fine print! I will never use Virgirn Airlines again, I will never recommend people to use virgin, I will also tell my readers on my travel blog how non customer centric and unhelpful Virgin is. Hiding behind fine print might make you richer in the short term but you run at the risk of repeat clientele in the long run! I think some airlines forget that they continue to be in business because of the customers. To all traveklers out there rather use companies like Emirates who know what customer service is all about, pay the extra $40 to $50 more but know that when you have a request it will heard!