Business Traveller - - YOUR LETTERS -

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

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