Day Seven Of The Missing Bag:
Calls to Virgin Atlantic’s U.S. baggage claim department in 6 days: 14
Promised Delivery Dates: 3
Delivery date promises not kept: 3
Promises to return phone calls after looking up my bag’s status: 11
Phone calls actually returned: 1
E-Mails to Virgin Atlantic: 4
Unanswered e-mails to Virgin Atlantic: 4
Bags returned: 0
A very nice friend in Scotland read the Blahg and offered to call Virgin Atlantic for me from the UK. I decided instead to ask Paul to call from here. Even though I knew it was inevitable that he’d get hot with these people, at least I’d have a chance to discover if I’ve been missing anything critical during all my calls. And, I’d have a respite from folks who have no idea how to interact with a deafened person, even when clearly told how to help. (Believe me, I would NOT be calling if there were any other possible method of contact, but no one answers Virgin’s e-mail. On their web site, they do list some kind of Deaf access, but only if you are inside the UK.)
At first they refused to give Paul any information because he was not me, even though he had all the info, claim numbers, etc. (so I imagine it would have gone worse for my friend in Scotland). He spent several minutes explaining that I had asked him to call because I can’t hear.
Then we went through several tedious minutes of this: Virgin Atlantic lady asks Paul a question. He repeats it to me, and hands me the phone. I answer, and then hand the phone back to him. Each time he got the phone back, the woman would already be talking a mile a minute, and it took several more minutes simply to convince her to wait for a half-second while I handed him the phone. Finally, she concluded that I had, indeed, asked Paul to call.
They talked for a long time. At one point, I walked into the kitchen and caught this: “So, you are telling me that, in seven days, not one person in your company has been able to contact any other person from your own office in the third largest city in the United States?” Pause. “Well, could you tell me this: as a citizen of the world, wouldn’t you say that is a crappy way to do business?” (Sure enough, a short while later, they got into it, and one of them hung up on the other).
I laughed, but right then I knew: hearing or not hearing doesn’t matter. They have no idea where the bag is, and I doubt that they have ever had any idea where it is. I’ll keep calling and e-mailing, but after this, unless something spectacularly strange occurs, I’ll quit writing about it. I‘ll let you know if the bag comes back.
I sincerely hope it does, at some point. I’m saddest about a couple of gifts from folks in Lewis, and about things I’d been bringing for folks here. (And of course, the whisky).
The thing that makes me the angriest is this: if Virgin Atlantic had admitted to being part of the Deathrow baggage chaos in the first place, yes, I’d still have been upset. But I’d also have accepted my lot much earlier in the week, and gone about replacing the items I need for my next trip much less stressfully than it will now be, at the last minute. Instead, I wasted my time waiting for “assured” deliveries that were pure fiction. Obviously, the people I’ve been talking to are low level, taking orders from higher up; some of the incomprehensible noise, Paul tells me, is due to the fact that they are responding to questions by reading a script. I can only conclude that they were simply told to tell wronged customers anything, including fictitious delivery dates, to appease us momentarily.
The Bag Episode is a microcosmic example of so many things I’ve gone through recently, and the root of things we’re all constantly going through, globally.
Why, why, why do corporations and politicians (both governmental and academic), at the first sign of a problem, immediately turn to The Lie?
Do they actually believe that what they’re trying to gloss over will never be revealed, that lies will not eventually be seen?
Why is the honest admission of a mistake seen as revealing a weakness, as something to hide?
Why is the “solution” inevitably something that makes a bad situation worse?
These are things I have never and will never understand. Which just goes to show you, I probably am an alien, and an old, still hopelessly naive one at that.