Complaining to Virgin - response time?

I sent off an email nearly 2 weeks ago regarding a very disappointing UC flight experience (I also posted about this), I had an automated response back saying they have up to 28 days to respond to my complaint but was quite surprised, I've always had quite speedy responses in the past (albeit I'm normally praising Virgin!).

Just wondered if 28 days is the norm?

(sorry if this appears a thick question).

Thanks

Yes I have had to wait that long - and then it was a standard reply - hope you're luckier.

The speed of the response will depend on what the issue was - so something simple / generic can be replied too quite soon.

If it is more complicated and they need to get reports / comments from staff that can take quite a bit of time due to shift patterns and flight rotas etc

As tonty said really, all seems about right in terms of time to respond, the more detailed the response the longer it will take to come back to you, but usually inside the 28 day period.

cheers

alex

[Neil]

I wouldn't expect a more in depth reply just because it is taking a while. The VS email customer service address gets a crappy, bog standard reply that will no doubt leave you even more annoyed.

I suggest a letter addressed to SRB at Crawley, this will get a personal reply that will be responded to quite promptly and should at least leave you feeling you have had a proper reply to your complaint.

Be interested to see what sort of length of time my complimentary email will take to be responded to...

I sent an e-mail complaint to Customer Relations following a flight from EWR in UC last December where I had a faulty IFE handset. I had a very quick reply (roughly 3 days) from a Customer Relations Executive which was very polite and apologetic and explained the situation quite fairly. I thought it was good service.

Thanks guys, I will wait and see what they respond with and if no joy then either reply with a 'not happy' or elsewhere. This is the first time I've had to complain about certain issues, hopefully it will be my last.

Just checked the wording of the acknowledgement to the email I sent and it seems as though I might not get a specific reply as its not ash cloud related or requesting a refund... so not holding my breath.

Approx 22 days today (didn't think it had been that long!), 6 days remaining, if no response I think I will go the SRB route, hopefully they will respond but disappointing not to have heard anything yet.

Hi,

I recently complained about a MCO-MAN UC flight....... In the Delta room the Internet did not work, it was so packed you could only just get a seat, the whole room was in a total mess. At MAN the UC luggage was the very last to come out, we left the carousel about 50 minutes after we got there.

I complained on the 4th May and got a response on the 6th June. I did get a proper detailed response.

Jonathan

I just wanted to post an update, 28 days came and went, and no response from Virgin, so I took up the suggestion of writing to SRB and sent that off last Wednesday.

I'm hoping to at least get an acknowledgement, OK my issue may not have been 'major', but it was to me and it was an unsatisfactory situation, to not have even had an acknowledgement is not good practice v(, particularly given their customer charter advises 28 days or they'll let you know if they need longer, and it has left me wondering what is going on and considering my options for my upcoming flight about to be booked.