Customer Service

Customer Service.....Hmmm......well that is something of a misnomer!!

After the problems on my flight to Grenada in March I wrote to VH customer service. I sent an e-mail which generated a response asking me to send a letter which I did. This generated a response saying they would be in touch.....'We are looking into this and will get back to you with a full response just as quickly as we can. In any case, you'll hear from us within 28 days of your email, in line with the ABTA code of conduct.'

I sent two 'any news' e-mails during the 28 days both of which generated a response telling me I'd get a response within 28 days!

On the 30th day I rang and got a name and asked that person to e-mail a response. She did and we exchanged a couple of polite and friendly e-mails. She then said...'I have had to forward this onto the file and it will be responded to within the next 14 days.'.

Today is the 17th day and guess what? No reply so far.

What a simply awful service.
[V]

PS I have edited this to add something I forgot...I rang VH customer services this evening but the office was shut. I was routed to an answering machine but the message was inaudible on the first two calls. On the third call I managed to work out what was being said....it was telling me the office opening hours OVER THE FESTIVE SEASON (ie Christmas).

The phrase 'I rest my case' is coming to mind.

[Scrooge]

I am sorry to say, it sounds about right, it does take a while for stuff to filter through, I won't go as far as to say there are times that I get the feeling VS kind of hope people will forget they have emailed and are awaiting a reply....Honest I won't say that.....Never.

However though it may take an ice age or two to get through, there does seem to be a history of them responding in the end.

[Neil]

VH really do need to sort out their customer service department out. I have stopped using them after the awful CS received from India, and just wish they would understand what the customer wants, a quick, positive solution to their problems, dealt with by someone who understand them.

quote:Originally posted by Neil
VH really do need to sort out their customer service department out. I have stopped using them after the awful CS received from India, and just wish they would understand what the customer wants, a quick, positive solution to their problems, dealt with by someone who understand them.


Sadly the Ryan Air virus appears to be contagious!

[mitchja]

I've found the overall service VH offer has been going downhill for sometime now.

It's deffinetely not the same company it was a few years ago [n]

Talking about recorded messages though. VS are also using out-of-date ones too on all their Flying Club numbers. They still talk about faxfile which was a service VS used to offer to get your account balance faxed to you. It's been gone for well over 12 months now yet the message is still there!!

Regards

As an agent they still proudly say that amendments made on our vhols4agents site during january will not incur an amendment fee!

Since starting this topic I have managed to encourage responses from VH and also (at VH's instigation) VS, In both cases I responded to the resultant e-mails but once again, over a week later, I await replies. In each case I am e-mailing a person rather than a catch all 'customer service' address. It is however as if the CS operatives are ingrained in the 'response within 28 days' culture. Or are they perhaps hoping that I and others are simply going to give up and go away? WRONG.

Some years ago I set up a recruitment business which, by its nature, had a lot of customer (client and candidate) contact. Rules were established along the lines of all letters were acknowledged on the date of receipt, all phone calls were returned within an hour, all items outstanding at the end of a day were dealt with in home time or first thing the following day etc etc.

Nowadays people would describe this as 'good customer service': then I simply regarded it as GOOD MANNERS.

Good manners....Hmmm....sadly lacking in my dealings with customer services at VH and VS.

Grumpy old fart rant now over!
[V]

SILENCE REIGNS

and then, a response from VH, the exact content being 'didn't you get our e-mail of ** May?'

'yes' I replied, ' it is why I sent you a response 2 days later'

SILENCE RE-ESTABLISHED

PS thank goodness it is Friday, the wine could get a pounding!

[V]

E-mail dated 20th May...unanswered
E-mail dated 28th May...unanswered
E-mail dated 4th June...unanswered
E-mail dated 9th June...unanswered

I promise I have been nicer than pie, lighthearted etc. What simply f*****g awful service.

So e-mail today to A Wills the boss.

What odds on a reply?

[V]

Appreciate OP was refering to VH, but would be nice if, given V-flyers strong link with VS We could have some direct contact points for Customer Service, even if its a perk of paid membership?

Surely an advantage to VS as well given we generally are aware of the normal expectations and would only use for 'valid' issues..

Controversial? maybe...

quote:Originally posted by Jacki

Sadly the Ryan Air virus appears to be contagious!


A bit harsh on Ryanair, anybody who fly's with them expects to get zero customer service, especially it it all goes pete tong.

Flying with VS you expect at least a level of Customer Service.

Iain

In all fairness here... I fail to understand why, when people get a customer service response stating, 'we will respond within 28 days' they insist on sending more emails?! Surely the logical thing to do is say right, my email is being dealt with, and leave it until 28 days have elapsed and then chase it up. Sending in 'any news' emails can just confuse the issue?!

Here's an analogy - e.g. if your friend told you at noon that they'll meet you at the pub at 7pm, you don't ring them up every 2 hours asking for an update, you just meet them, and if they're late, then you phone them.

quote:Originally posted by iforres1
quote:Originally posted by Jacki

Sadly the Ryan Air virus appears to be contagious!


A bit harsh on Ryanair, anybody who fly's with them expects to get zero customer service, especially it it all goes pete tong.

Flying with VS you expect at least a level of Customer Service.

Iain

Ryanair deliberately advertise a service loaded with illegally hidden extras, laugh at every opportunity at the inconvenience they cause their customers and then make any complaint made to this apology of a business so difficult and expensive to progress that the average person gives up. Apolgies for the rant[:(!]

{Edited by Bazz to make quotes display correctly.}

quote:Originally posted by clarkeysntfc
In all fairness here... I fail to understand why, when people get a customer service response stating, 'we will respond within 28 days' they insist on sending more emails?! Surely the logical thing to do is say right, my email is being dealt with, and leave it until 28 days have elapsed and then chase it up. Sending in 'any news' emails can just confuse the issue?!

Here's an analogy - e.g. if your friend told you at noon that they'll meet you at the pub at 7pm, you don't ring them up every 2 hours asking for an update, you just meet them, and if they're late, then you phone them.


Fair enough.

However I failed to get replies within the time limits they set.

In order to avoid a four e-mail 'conversation' taking three months I was then given personal e-mails.

Now I don't get anything at all!!

Perhaps they get a lot of complaints?

[:?]

hello

I'm really sorry to hear that you're having problems getting replies from us. If you let me know you're reference number, I'll look into it straight away for you.

kind regards

Karen

Forgive me for being a little presumptuous, But it appears you had a poor experience with VH so I can only assume that you have booked your next trip to Grenada via VA and accommodation directly with another operator

If you have booked it with VH, Does this not throw caution to the wind

I have used VH once but alas never again mainly due to not being able to upgrade without hassle or trauma, Best option is Flights only VA of course and source accommodation yourself.

This in turn allows you the freedom to travel to and from the airport and never get annoyed by a trip forcing rep that will never leave you alone (This is personal choice I hasten to add and not poor experience)

Enjoy your next trip

Col

[mitchja]

quote:Originally posted by Flashboy
...This in turn allows you the freedom to travel to and from the airport and never get annoyed by a trip forcing rep that will never leave you alone (This is personal choice I hasten to add and not poor experience)

Col


Not so now with VH, unless yo pay the OTT prices for their airport transfers which VH no longer include in any of their packages by default.

Regards

quote:Originally posted by Flashboy
...This in turn allows you the freedom to travel to and from the airport and never get annoyed by a trip forcing rep that will never leave you alone (This is personal choice I hasten to add and not poor experience)


In a fair few years using VH I've never had a 'trip forcing rep'. Granted the 'Reps Welcome' is a forum for sales, but I've never felt in any way pressured by VH.

quote:Originally posted by mitchja

Not so now with VH, unless yo pay the OTT prices for their airport transfers which VH no longer include in any of their packages by default.


Is that a 2009 change? Transfer was still included last year when we went to Cuba.

Paul

[mitchja]

Transfers haven't been included in US packages for a couple of years now.

Mind you, take ORD packages. VH are asking ~36 per person for a round trip from ORD to downtown hotels.

I used the Blue line last year for ~3.00 return and even managed to get to the hotel before the VH mini-bus did [y] They are just relying on you been lazy and not looking for alternative transport options.

Regards

[Scrooge]

quote:Originally posted by Flashboy
Forgive me for being a little presumptuous, But it appears you had a poor experience with VH so I can only assume that you have booked your next trip to Grenada via VA and accommodation directly with another operator


Col


Just to clarify (I had to ask as I had forgotten) the issue was actually on a VS flight, however it was booked through VH, so they are playing pass the buck.

If this is indeed an issue with VA then I would suggest contacting VA direct, Perhaps do it quoting your FF Number.

I have had cause to question once (Not complain) and the response was both speedy and concise

Can I ask what the issue was in the first place or am I being a little nosey

Col (Now packing for Hols)

quote:Originally posted by VirginHolidays
hello

I'm really sorry to hear that you're having problems getting replies from us. If you let me know you're reference number, I'll look into it straight away for you.

kind regards

Karen


Thanks Karen, I have sent you a private message.

[y]

Why are the words 'bashing my head against a brick wall' coming to mind?

Perhaps VH have changed their e-mail address and all my important missives are out there in cyberspace searching for somewhere to settle?

Perhaps?


[:(]