Contacting Virgin Atlantic

Been trying for the last 7 hours to contact Virgin to change my flight.
Am currently in Hong Kong and have called 08448747747/7777 as per the web site but not getting answered, even sent message for callback but noting.
Spoke on online chat to Virgin flight booking but they are unable to help.
Any ideas please ?

Try 01293 473944 - usually gets you in pretty quickly.

Wait times have been absolutely shocking the last few days, 30 mins +, not sure what's gone wrong but very frustating!

[mitchja]

There's a lot of posts on the VS Facebook page about long call queue times in the last couple of days.

Something has obviously changed recently?

I saw a reply from Greg saying that it's summer so a busy time - however, this is surely a seasonal event that occurs each year so should have been effectively planned for!

Perhaps a sickness bug going around the call centre leaving them with lower levels of staff than planned for! Fingers crossed it gets resolved soon, i'm certainly not prepared to sit on hold for 30 minutes for anything (unless it's the national lottery winners line that is!!)

[Nottingham Nick]

I think Greg does a great job on the FB pages, but agree with Luke that the seasonal excuse just doesn't wash!

How much money much the company lose with their awful IT and telephone systems? Not just with failed booking attempts, but with lost goodwill of customers that will stop them flying with VS again. Factor in all of the people who read bad things about the systems on the internet and I am sure becomes a problem worth throwing some cash at!

Nick

The key areas I really feel VS are struggling are:

Call Centre queue times - although currently really high wait times, they have always had issues with the call wait time. I'd say on average I wait 10 minutes, although it may not seem so, industry wise it is very high.

Email turnaround times - shocking. I understand they have 28 days for complaints which is OK, however, they often take 2-3 weeks to answer simple requests by email. Another very weak area.

I.T. - well, where do we start?

Some serious investment is needed in the customer service/contact centre/I.T. area - whoever is responsible for this side of the operation needs sacking!!

VS really do get it right on the social media side, Greg and the rest of the team do a fantastic job and without them I do think they would lose customers. I know, if I have an issue I would go to FB first as Greg gets things done and dusted quickly!

Fully agree with everything that Luke has said - I have always had issues in getting through to Virgin, especially whilst abroad for some reason!

The email processing times are appalling and nothing to be proud of.

When I was based in India in 2007/2008 setting up a contact centre with WNS (Virgin's indian contact centre partner) for another company the Virgin centre was across the corridor and it always seemed to be well organised and meeting performance targets....

Swansea must have helped but the wait times on the Premier line are excessive too, so no reason not to plan ahead for these seasonal patterns and factor them in.

I'm available to help sort it out, think us v-flyers could get things into shape pretty quickly.

Jon

During office hours Monday to Friday, I always use 01293 562345.

I haven't rung this number for a couple of months but it might be worth a shot.

Good luck R-P

Thanks for the replies, still no answer from Virgin, now 0753 on Monday morning here, will visit Virgin`s Hong Kong office later and hope for better luck. As my first time using Virgin am not very impressed !!