My girlfriend flew Vueling from Barcelona to London and her luggage was delayed and then lost (she has since got it back). The Vueling agent at Heathrow assured her that it would be delivered to our address within 48 hours and gave her a tracking number and a hotline to call (0844 338 7780).
The customer service hotline provided is a premium rate number, but there is no warning that you will pay a premium rate. No alternative number was given in their letter. We tried the hotline several times, and were put on hold for up to 20 minutes (while being charged for the pleasure). When we finally got through we were told that her bag had arrived in Heathrow hours ago, but that they couldn’t tell us where it was.
We were assured we would be called in the evening to arrange delivery (which would be three days after landing), but no call was forthcoming.
Attempts to contact Vueling by email and Twitter led to canned responses and redirection to its premium rate number.
Its customer service was a disgrace, something that seems to be reflected in online reviews. However, the fact that it continues to promote premium rate numbers for its customer service should be flagged up.
Yin Wu, London