Reward turns into punishment.

[esseeeayeenn]

Booked a reward flight from SYD to PER in J via MEL last night.
The flight from SYD-MEL was delayed.
I asked several times at the desk if I should change flights as I didn’t mind staying an extra night in Sydney but I did not want to be stranded in Melbourne.
The flight was 50 minutes late.
I am stranded in Melbourne overnight.
At least they put me up in the Park Royal.
but also discovered they smashed up my luggage.
and apparently don’t routinely compensate for damaged luggage anymore
way to win back a former platinum frequent flyer virgin.

 

[Bagpuss]

If you want your luggage insured, you need travel insurance.
Unfortunately, when you say “they smashed up my luggage“ was that Melbourne Airport (conveyor belt etc.) or Virgin (ground handling) or any third party in-between?

 

[esseeeayeenn]

If you want your luggage insured, you need travel insurance.
Unfortunately, when you say “they smashed up my luggage“ was that Melbourne Airport (conveyor belt etc.) or Virgin (ground handling) or any third party in-between?

My contract is with Virgin and they owe me a duty of care.
insurance is a completely different issue to liability.

 

[oz_mark]

Depends what you mean by 'smashed up'. But certainly they exclude some things.

 

[odysseus]

One thing I discovered with Virgin when my flight was cancelled is they are only reactive, not proactive. They only came up with (no) solution when it was way too late so the whole trip had to be cancelled, instead of dealing with the issue in advance when it could have been resolved. And mine was on a paid J fare.

 

[esseeeayeenn]

One thing I discovered with Virgin when my flight was cancelled is they are only reactive, not proactive. They only came up with (no) solution when it was way too late so the whole trip had to be cancelled, instead of dealing with the issue in advance when it could have been resolved. And mine was on a paid J fare.

Just an aside - a reward flight is also a paid fare. We just pay using different currency.
Virgin is not doing me some kind of favour by giving me a reward flight.
Australian consumer law gives us the same rights - although obviously the remedies such as refunds would be different.

 

[esseeeayeenn]

Also this was not my first flight and it was not the first time my luggage has been damaged.
I have previously had luggage replaced by Qantas, Etihad and even by Virgin Australia themselves. So no, I do not have unrealistic expectations. However it seems Virgin have changed their procedures and you now have to pursue this as a customer service complaint.

 

[Bagpuss]

Delayed and damaged baggage information | Virgin Australia

Find out what to do in the instance that your baggage is lost, delayed or damaged when travelling with Virgin Australia.

www.virginaustralia.com

The key wording is:
Our liability for damaged or missing baggage is limited

 

[esseeeayeenn]

Delayed and damaged baggage information | Virgin Australia

Find out what to do in the instance that your baggage is lost, delayed or damaged when travelling with Virgin Australia.

www.virginaustralia.com

The key wording is:
Our liability for damaged or missing baggage is limited

Why are you so keen to cherry pick the part of the page which favours Virgin?
It would be prudent to read the whole thing.
In particular I quote:

"All damage to baggage needs to be reviewed and evaluated by our Baggage Services agents. Accordingly, guests are advised to report any damage to baggage to the Baggage Services office before leaving the airport."

Instead I was treated like an idiot by a Baggage Services agent who REFUSED to review and evaluate the damage.

Further the word " limited" in your quote is a hyperlink to their terms and conditions of carriage.
There is nothing in those terms which states that they are not liable for damage to baggage.
On the contrary they also state:

(b) Australian Domestic Travel. If you wish to make a claim from us in relation to damage or loss of Baggage, you should do so in writing as follows:

i. in respect of damage to or loss or destruction of only part of Checked Baggage, within 3 days of you receiving the remainder of the Checked Baggage from us; or

ii. in respect of loss or destruction of a whole item of Checked Baggage, within 21 days from the date you should have received the Checked Baggage from us; or

iii. in respect of damage, loss or destruction of Carry-on Baggage, within 7 days from the date the carriage ended.

Clearly they contemplate such claims and provide a mechanism for making them.

 

[Bagpuss]

Instead I was treated like an idiot by a Baggage Services agent who REFUSED to review and evaluate the damage.

Delayed and damaged baggage information | Virgin Australia

Find out what to do in the instance that your baggage is lost, delayed or damaged when travelling with Virgin Australia.

www.virginaustralia.com

Damaged Baggage

All damage to baggage needs to be reviewed and evaluated by our Baggage Services agents. Accordingly, guests are advised to report any damage to baggage to the Baggage Services office before leaving the airport. Guests who are unable to make a damaged baggage report at the airport should refer to the reporting time limits that apply as set out below. Claims for damaged baggage can also be made using the Baggage Claim Form (Word Document, 693KB) in consideration of reporting time limits.

 

[esseeeayeenn]

Delayed and damaged baggage information | Virgin Australia

Find out what to do in the instance that your baggage is lost, delayed or damaged when travelling with Virgin Australia.

www.virginaustralia.com

Damaged Baggage

All damage to baggage needs to be reviewed and evaluated by our Baggage Services agents. Accordingly, guests are advised to report any damage to baggage to the Baggage Services office before leaving the airport. Guests who are unable to make a damaged baggage report at the airport should refer to the reporting time limits that apply as set out below. Claims for damaged baggage can also be made using the Baggage Claim Form (Word Document, 693KB) in consideration of reporting time limits.

Is there a point to this quote?

 

[Melburnian1]

Booked a reward flight from SYD to PER in J via MEL last night.
The flight from SYD-MEL was delayed.
I asked several times at the desk if I should change flights as I didn’t mind staying an extra night in Sydney but I did not want to be stranded in Melbourne.
The flight was 50 minutes late.
I am stranded in Melbourne overnight.
At least they put me up in the Park Royal....

I humbly warned you that you ought have been more concerned about missing the connection rather than the J catering hehe.

 

[Happy Dude]

This is most definitely a PITA for you but VA were very good to my wife recently in a similar situation and have also been good to me on the two times they've damaged my bags.

They must have had a good reason for not letting you commence your flights a day later (which is what they offered to my wife). Perhaps the flights you'd be transferring to were full?