Guess the number of people in the VS ticketing department

MMB does not give an option to resend the e-ticket

It usually does.....

Below the flight itinerary you have some information bubbles: 'What's my baggage allowance?', 'How do I purchase extra baggage?', 'I can't find my eTicket!', 'Where do I check in?' ... etc....

Click on the drop down below 'I can't find my eTicket' labelled 'Receive a copy of your eTicket' and then Send - it should be sent to the original email address registered in your booking.

Fingers crossed that works, if the option is there ... if not definitely escalate to a supervisor to sort for you.

It usually does.....

Below the flight itinerary you have some information bubbles: 'What's my baggage allowance?', 'How do I purchase extra baggage?', 'I can't find my eTicket!', 'Where do I check in?' ... etc....

Click on the drop down below 'I can't find my eTicket' labelled 'Receive a copy of your eTicket' and then Send - it should be sent to the original email address registered in your booking.

Fingers crossed that works, if the option is there ... if not definitely escalate to a supervisor to sort for you.

Unfortunately my MMB screen looks as follows:



Guess a phone call later this week will have to take place.

IIRC when I had to get my NRT booking changed because of the route changes I was promised an e-tix in 24 hrs 2-3 times, and then during one call the FC bod told me that the ticketing dept hadn't actually been updated - they have to do it by email. He did it and my e-tix arrived soon after. It's worth keeping the pressure on in case this has happened, especially as your trip is so close.

Apparently the Facebook and/or Twitter team are good at getting these things resolved. Worth a try.

Thought I give their Twitter team a chance. Quick reply with the hollow promise I will get the new e-ticket within 48 hours.

State of affair:

- No new e-ticket
- No monies taken for the upgrade
- No miles deducted for the upgrade

Here is hoping that if this upgrade is ever going to happen the experience in the air will not reflect this experience!

Apparently the Facebook and/or Twitter team are good at getting these things resolved. Worth a try.

Thought I give their Twitter team a chance. Quick reply with the hollow promise I will get the new e-ticket within 48 hours.

State of affair:

- No new e-ticket
- No monies taken for the upgrade
- No miles deducted for the upgrade

Here is hoping that if this upgrade is ever going to happen the experience in the air will not reflect this experience!

Chase via Twitter. As others have said I've too done this and had the eticket issued in a few hours

Hi interlog,

What's happening to you reminds very much of what happened to me once and, I think, one other user on this site.

The only time the e-ticket really did get stuck (no response from Twitter/FB, and Kafka-reminiscent repeated misinformation from FC), was because the initial M-G upgrade price quoted over the phone (by FC) was, in fact, incorrect.

VS Ticketing can only process your credit card for the sum quoted. Basically what needs to happen is that you need to get on the phone with them, and they need to re-quote you the upgrade fee, you need to agree to it, and then reiterate your credit card details.

Unbelievably in my case the discrepancy was merely 60p! And it was 60p that I'd been over-quoted! But that extra 60p I'd agreed to, but didn't actually have to pay, meant the the one person(!) in Ticketing was not permitted to process the e-ticket.

There's a thread about it here: http://v-flyer.com/forum/index.php?f=4& ... =viewtopic

In the end I wrote to Craig Kreeger with a fairly upbeat, but firm e-mail, listing the names and extensions of all the CS staff with whom I'd spoken, each coupled with the amount of time in which they'd said I'd receive my e-ticket.

It was genuinely sorted out within 48 hours (plus a few thousand miles of compensation)!

Further update.

Despite the twitter promise nothing.

So I thought going to give them a bell but got fed up holding and listening to music.

Turned to the online chat and it transpired that ticketing couldn't process the upgrade because the miles were not redeemed (that explains why they were not taken off the account). The agent did it there and then (and they now have been taken off the account) so the upgrade can now finally be ticketed with the e-ticket arriving within 24 hours.

Let's see if that happens this time.

Do you think it is worthwhile me writing to Virgin under separate cover to make them aware of this failure in customer service?

[honey lamb]

Further update.

Despite the twitter promise nothing.

So I thought going to give them a bell but got fed up holding and listening to music.

Turned to the online chat and it transpired that ticketing couldn't process the upgrade because the miles were not redeemed (that explains why they were not taken off the account). The agent did it there and then (and they now have been taken off the account) so the upgrade can now finally be ticketed with the e-ticket arriving within 24 hours.

Let's see if that happens this time.

Do you think it is worthwhile me writing to Virgin under separate cover to make them aware of this failure in customer service?

Yes I do! It's ludicrous having to wait that length of time and have to chase up something which should be a fairly routine procedure.

Yes I do! It's ludicrous having to wait that length of time and have to chase up something which should be a fairly routine procedure.

Thanks. I shall wait until I receive the e-ticket within the promised 24 hours just in case I have to add that bit too (here's hoping not!!)

Do you think it is worthwhile me writing to Virgin under separate cover to make them aware of this failure in customer service?

Yes, absolutely, do write in. Just detail what you've written here; how many times you tried to get in touch, and you were told each time.

I did, and I was given something like 8k miles.

Received the revised ticket very late last night. Perhaps we've been unkind to the one person working in the ticketing department because they maybe work 24 hours per day

Remember what SRB said about rail franchising?

"Insanity is doing the same thing over and over again and expecting different results."

I wonder if anyone has told VS staff to stop promising e-tickets in 24 hours?

Underpromise, over-deliver.

[mitchja]

Interesting that VS have more people working in their anti-EU261 claims department than they do on their ticketing department as well!!

Credit where credit is due to Virgin

I sent off a letter outlining the difficulties I experienced getting the revised e-ticket and a response has already been received.

Well done to Virgin in dealing with the concerns in a timely manner. Though I didn't ask for any compensation, the credit of miles into the account is very much appreciated

Oh boy can I vouch for the 1 (if that) person in the ticketing department.

Assured many times my ticket would be sent before the day of departure. Not the case. Therefore forced to check in at the airport to find out our seats had been released, and had to pay in local GBP as the payment in dollars I agreed to over the phone had not been taken. (Yay for 3% conversion fee)!

Email was sent. Awaiting response.

Deja-vu time.

Upgraded on Friday night from PE to UC. Agent told me that I will receive my e-ticket on Monday.

It is now Wednesday and guess what? No e-ticket, no monies taken from the credit card but the miles have been taken from the flying account.

Not flying until the end of November, so not too concerned.

Shall I wait until November to chase them or get on the case now?

I waited 9 days for mine! Emailed VS C/S and it appeared within an hour, but no reply from them.

(that was this week, I wonder if someone has been on holiday/sick!)

.Not flying until the end of November, so not too concerned.

Unfortunately when they have to manually process tickets they do it in order of urgency (i.e. soonest flight date). A November '15 flight is, sadly, not going to be prioritized...

Unfortunately when they have to manually process tickets they do it in order of urgency (i.e. soonest flight date). A November '15 flight is, sadly, not going to be prioritized...

Following that logic, there will always be tickets for flights earlier than me, so I guess I can expect it sometime in November.

In all seriousness, I am not too concerned about it now, but rather a little annoyed that they didn't keep their promise - again. It happened last year and the same is repeating itself now.

Try Twitter. That method has yielded results fairly quickly (for some)...

.Not flying until the end of November, so not too concerned.

Unfortunately when they have to manually process tickets they do it in order of urgency (i.e. soonest flight date). A November '15 flight is, sadly, not going to be prioritized...

Hmm. I am flying on Saturday. Still nothing yet. I'll badger them first thing in the morning

Still waiting for the new e-ticket and for the money to be taken from my credit card for the upgrade from PE to UC.

I sent off an email, only for it not to be responded to. So I sent another one. This rather unhelpful reply was received:

Thank you for your enquiry. Please accept my apologies for the delay in my response.

First of all, I'd like to say how glad I am to hear that you are travelling with us to Barbados! I'm sorry that you weren't responded to in your original email. I apologise for any unintended inconvenience caused.

In response to your query, I have double checked your booking and I can see that your outbound flight has been upgraded and the miles taken from your Flying Club account. I understand that it must be frustrating that we haven't issued the eTicket yet but as the payment hasn't been debited, you would need to contact our Customer Services team to ensure that the payment details were taken correctly. Once we've confirmed this, we'll get the payment taken and eTicket sent within 48 hours. For a full list of our contact numbers, please see the 'Contact Us' section on our website:

http://www.virgin-atlantic.com/gb/en/tr ... phone.html

I'm sorry we were unable to assist any further with your query. If there is anything else in the future feel free to contact us again. We look forward to see you on board soon.

I upgraded via the chat facility and gave them the credit card number. They already checked then whether that number was valid before proceeding with the upgrade.

Either there is some incompetence going on, Virgin have so much money sitting in the bank that they don't need my money as yet or a combination of both.

Unless you press for it, they're always going to prioritize tickets with earlier flight dates than yours. It's really not how things should be at all, but that is what they do.

You really might not get your e-ticket until November!

Sometimes the people that you speak/chat to when you make the upgrade 'verify' the correct upgrade amount, but get it wrong. Ticketing has the final say, and so when the transaction is passed to them for ticketing, it's declined and the e-ticket sits in limbo until you're told formally of the correct amount.

In an ideal world, someone should call you up. But they don't. And a note is not always put on the account for when you happen to call in. It's an infamously bad system.

As I think I mentioned up-thread, this is what happened to me, and it wasn't until CS spoke to ticketing (with me on hold) that the discrepancy of 60 pence was discovered! I then had to give my credit card details again and re-confirm the new upgrade amount. I got my e-ticket in 24 hours after that.

Update: after sending a tweet to VA, the request was processed and the revised e-ticket has been received.

Good news.
Now you can relax and start the countdown with enthusiasm !