V-Flyer

[url][/url]http://www.v-flyer.com/forum/topic.asp?TOPIC_ID=30543

I finally got a response from Virgin Atlantic



Our contract is to fly you to and from your destination, food is complimentary so unfortunately this does not form part of our contract.

However I am sure Virgin Atlantic will live up to your expectations in the future , where we look forward to welcoming you on board to experience the Virgin flair.

Goodbye Virgin i have a choice

WTF, seriously that's what they said, word for word ?

100% and i called them today and they even added that the In flight Entertainment is also another item that is complimentary, so it does not form part of the contract.

The agent even said i can tell your not happy but, she was unsure what else she could do.

I certainly was not going to tell her what to do... never mind at least i let my feelings known.

The good thing is they record there calls for training, i really hope they listen to mine.

If anyone from Virgin Atlantic Customer Services reads this forum if they PM me i will give them the details so they can listen to the call.

Did you record the call ?

No i phoned from my car[:(!]

That's not really on. A simple apology might have just sounded better and cost nothing.

I just do not understand how VS think this is the way to respond to a legitimate complaint - they are as good as pushing you over to the competition. So unnecessary and worrying if this is considered to be an acceptable customer service response.

That is absolutely appalling. It totally ignores the attitude and lack of customer service on the part of the crew, which to my mind was the main thrust of the complaint.

quote: Our contract is to fly you to and from your destination, food is complimentary so unfortunately this does not form part of our contract.
Food complimentary? Apart from the cost of the flight especially in PE and the minimal cost of preparing an airline meal, what were you supposed to do on a 9+ hour flight? Starve?

Or are VS considering going LCC and charging for food? [:0]

You should send this to the Heil on Sunday or similar for a laugh.

I cannot believe a 'trained' representative of VS would be so stupid as to have replied like this. Is YTS still operational?

I find that just amazing!
Did you by chance actually get the name of the rep. who told you that? If this is actually what they said and it has been recorded then I would fire off an e-mail to SRB himself,you never know he may actually get to see it.
I never did bother writing with my complaint about the terrible so called breakfast on the return Boston flight - I think I will now.

Absolutely shocking response from VS![V][V]

Earlier this year I wrote a letter to SR and got a long and thoughtful letter back from Dee Cooper, Director of Product and Service.

Enclose a copy of the email.

Food complimentary!
In flight entertainment complimentary!
What next...the seat?

PS Was this a Virgin Holiday trip?

What? are they seriuos?

They make a point of mentioning the food and the IFE in their advertising and on the VS website so how can they say its not in the contract?

Surely the provision of food and IFE are implied? Where are the v-flyer lawyer members?

I'd seriously consider posting the response on the VS facebook site and write to one of the financial problem solvers in the quality weekend papers (the ones in the Guardian & Observer have a good record of sorting problems our). Even a call to consumer focus might give you some advice.

quote:Originally posted by tontybear
What? are they seriuos?

They make a point of mentioning the food and the IFE in their advertising and on the VS website so how can they say its not in the contract?

Surely the provision of food and IFE are implied? Where are the v-flyer lawyer members?

I'd seriously consider posting the response on the VS facebook site and write to one of the financial problem solvers in the quality weekend papers (the ones in the Guardian & Observer have a good record of sorting problems our). Even a call to consumer focus might give you some advice.



I don't know what the position is with VS directly but if you book with VH there used to be a very carefully worded statement in the small print of the brochure along the lines of 'all we commit to do is get you there'.

This could be VS's get out of jail clause.

Link to T & Cs, see clause 7.4

Sounds like that customer service rep is perfect for O'Leary and RYA. Textbook answer

As rude as this sounds I hate to burst the bubble but food, entertainment, duty free; it's not something any airline has to provide. Granted it could have been handled slightly better but I suppose it's probably one of them things they hear every day and get fed up of hearing (I know the feeling all too well).

Shocking simply shocking!! atleast you do have a choice of who you fly with but i would definately post it on facebook.

cheers

alex

quote:Originally posted by Lizz
As rude as this sounds I hate to burst the bubble but food, entertainment, duty free; it's not something any airline has to provide. Granted it could have been handled slightly better but I suppose it's probably one of them things they hear every day and get fed up of hearing (I know the feeling all too well).


You are correct in that airlines don't have to provide it (see RyanAir), but they do have to provide the service that they advertise!

For instance, when I fly out in PE tomorrow, from expectations set by the VS webiste. I should be offered;
a preflight drink
to choose one of three tempting meals, to be served on china dinnerware with stainless steel cutlery.
to choose to end with a liqueur
to be tempted with a selection of fresh fruit.

If this cannot be provided because of a loading/supply error, then accidents happen and its not the end of the world as I'll still arrive at my destination, but I do expect them to at least try to provide the service I've paid for and they have advertised!

quote:Originally posted by Lizz
As rude as this sounds I hate to burst the bubble but food, entertainment, duty free; it's not something any airline has to provide. Granted it could have been handled slightly better but I suppose it's probably one of them things they hear every day and get fed up of hearing (I know the feeling all too well).


It's not a matter of what is included in the fare, it's a matter of damn poor service regardless: onboard and in response to a complaint. I am livid for 747340, let alone for the standard of care that this exhibits from VS.

I would hope 747340 forwards this to SRBs office where it may be dealt with in a much more appropriate manner.

I would very interested to see how a senior manager could possibly defend the response. In my view it is indefensible

buns

It is a shame that the response from VS was so poor (I assume the OP quoted it verbatim).

However, when I found myself in a similar situation in PE over choice and availability of onboard food, the crew member managed to find me a nice juicy steak that was spare in UC. It seems to depend on who you are actually dealing with but I have always found VS crew very helpful.

With regard to the IFE, if it is not part of their contract, why on a flight back from SFO a few years ago when the whole of VPort packed up, did passengers in PE receive a letter offering compensation before we disembarked? I assume the other cabins got this too or would Economy have been excluded? Perhaps someone can enlighten me.

Everyone would be included, the number of miles offered would differ.

Lizz, the point you are missing is that, though in reality they don't have to provide what they list, if they don't, there will be no more VS, people will quickly flee to airlines that do.

I know that I was just making a point. In no way do I agree with this situation, if it were me I wouldn't be too impressed!