Several passengers who traveled onboard the Nigerian owned Airline-Virgin Nigeria have accused the airline management of neglecting their concerns. The spokesperson for the passengers, Madam Felecia Akpaku-Kalu   alleged that the airline management has refused to address their missing luggage concern.  Felecia alleged that on February 16, 2010 Virgin Nigeria flew them to Monrovia from Nigeria and when they landed in Liberia they did not receive some of their luggage.“The airline agents at the Roberts International Airport promised us that we were going to receive our bags and since the 16th of February 201 we have not received our luggage. For each time we approached the airline agent in Liberia they ignored our concern,” the aggrieved passenger alleged.

Madam Akpaku-Kalu informed the INQUIRER that on February 25, 2010 a conference was scheduled with the Ministry of Justice, the airline's legal team and the aggrieved passengers but the airline's legal team refused to turnout for the conference. “This action from Virgin Nigeria Agent in Liberia shows a complete disrespect to the law of Liberia and I do not think that a Liberian airline will do such insolence to the Federal Government of Nigeria if it committed an offense in that country,” Felecia asserted.She disclosed that the luggage in question has lots of important documents, both financial statements and school documents.

“For me, I came to seek a job in Liberia and all of my school documents and bank book were in my bag and today I cannot get hold of my bag. I am now stranded in this country,” she alarmed. When contacted the Chief Executive of Liberia Travel Agency, a certified general service agent for Virgin Nigeria Airlines, Randall Cooper dispelled the allegation and assured the customers that a massive search has been launched to retrieve the belongings but it would take 60 days according to international airline standard to retrieve the luggage. Mr. Cooper said his company regrets the situation and that all efforts are being put into place by Virgin Nigeria Oversea agents to retrieve the items. “We have launched a search for the bag and all our stations have been notified and there are regular follow-ups. We hope the luggage can be retrieved as soon as possible and it will take up to 60 days to retrieve the luggage,” he clarified.

Mr. Cooper disclosed that Virgin Nigeria Airlines has been flying to Liberia for the past one year and this is the third time that passengers have had such an unfortunate incident with the airline. He said most of the bags were delayed and if any bag was lost it was found on the next flight.“Everything is computerized. We have computerized tracking to foster our fast tracking network and the all the bags are tag with number and the passengers' names. You know we are not the only one who handle the bags. They bags are also handled by the airport authority in Liberia,” he disclosed.He said if the bags are not retrieved in the sixty days period, there are standard procedures to follow according to international aviation standard to compensate the passengers. “It is very unfortunate that these things happen and we at Virgin Nigeria Airlines regret these situations,” he concluded.He disclosed that the aircraft has a digital television to each passenger's chair that allows every passenger to select their own channel on the flight. “This is the first of its kind in Liberia,” he maintained.