Virgin Atlantic – a lesson in English?

I blogged before about my lost luggage and the blind man in New York last month.

When I got back from the USA I sent of the receipts for some emergency stuff to Virgin with a fairly short letter suggesting they reimburse me without too much fuss. After all it wasn’t my fault – or was it?

This week I have received a cheque (thank you Mr Branson) but with it a letter which I have read and re-read to try and understand. I have decided that I don’t get it. I wonder if you could help me… I transcribe part of the letter exactly as it was written…

It’s my understanding that you have been informed the passenger who had your bag was visually impaired an therefore an operative assisted them with collecting their baggage, however they collected your bag in error on their behalf.

Taking this into account, I also searched for the report that would have been created when the other passenger’s bag was left behind, and Im afraid there is no mention of any assistance on their report.

Therefore I should explain that usually this is something we would not offer any reimbursement for.

We have however eager to finalise this matter for you, and as a gesture of goodwill, I am happy on this occasion to enclose a cheque for £x to cover the cost of expenses incurred whilst you were without your baggage.

I think I follow. It wasn’t really their fault because the blind man didn’t really lose his bag because he didn’t report it. And eager to finalise me, they’ll send me a cheque.

I don’t really care; I have been reimbursed. But the letter is gobbledygook. Why can’t they just say – yes it was our fault and here’s your money back. We’re really sorry.

Do I sound old by suggesting that English standards have dropped? I must qualify for the grumpy old man award of the day?

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