My wife and I flew from Rome to Paris aboard Vueling Airlines on May 4th. We checked only one bag, a 24" American Tourister roller bag. The bag was one year old, had been used only once before, and was in nearly-new condition. When we arrived in Paris (Orly) we found that one end of the bag was crushed, the frame was broken, and the fabric was torn. There was another passenger right next to us at the baggage claim area whose hard-side roller bag was smashed even worse than mine. After a bit of searching, we found the "baggage service" counter, where we were given a Damaged Baggage Report, and instructed to call Vueling Airlines at the phone number listed on the report form.
When we got to our hotel, we were informed that the phone number given to us was a number that charges the caller about 0.75 Euros per minute, and that we could expect to be put on hold for a lengthly period of time, all the while being charged this ridiculous amount.
We declined the call, and tried to contact Vueling Airlines by email, instead. But there is really no way to do that. They do have an on-line form that you can fill out, which I did, but to which I have yet to receive a reply. I might also add that in reading over Vueling's policy on damaged luggage, they state that before they will pay a claim for my damaged bag, I will have to prove that my bag was undamaged before I checked it with them, and will also have to prove that the damage to the bag occurred while it was in their possession. How I am supposed to do that is not explained.
So after an uncomfortable flight that cost over $400 (although Vueling advertises similar flights for 39 Euros or less) I am stuck with buying a new bag, and nobody at Vueling Airlines seems to give a damn.
I contacted the discount tickets place where I bought the tickets (AirFastTickets.com), but that was a total waste of time. I received a polite reply, saying that there was nothing they could do for me.
Posted by
Vernon, Canada
32206 posts
Morris,
Sorry to hear about all the problems you experienced with Vueling. I doubt that you'll have much success getting compensation, but it's sure worth a try. In the end you'll probably just have to pay for a replacement bag yourself (unless of course American Tourister has some kind of guarantee?).
I should add that I flew Vueling for the first time last year from Seville to Paris, and it was one of the most pleasant and problem-free flights I've ever had (and my Backpack arrived unscathed).
Good luck!
Posted by
Tresana, Highlands Ranch, CO, USA
23267 posts
Just as a side note - we photograph our luggage just prior to original departure. Not so much from a damage stand point but as a picture to show the claims people if the luggage goes missing. Again, another one of many practices that has not been tested.
Unfortunately this good example of what to expect from the heavy discounted airlines. Great when it works but no customer services if something goes bad. With a bare bones operation, customer services is the first bone to go.
Posted by
Lakewood, Colorado
19092 posts
Pack light and carry on!
Posted by
Firenze
500 posts
Well, I have heard and I have been a few horror stories with Vueling. In flights to/from Florence, Italy, as they use relatively large airplanes on a short runway, they often do not even load luggage to keep the airplane light. I know a case in which some people that had alredy checked in were denied boarding, alway to keep the plane light. As a rule, if there is any company other than Vueling available on the route, I prefer to avoid them even if the ticket is more expensive.
Posted by
Frankfurt am Main, Germany
2779 posts
Probably your best bet is to keep telling this story on their (Vueling's) facebook page. As a matter of fact it's the fault of the outsourced airport handling company, but the only ones who can put pressure on them are the airlines - their customers.
And just FYI airfasttickets.com have been revoked their IATA licenses in Germany, the UK and Greece as they owe the airlines a total of €45 million.