V-Flyer

In these days of automated e mail returns does anybody have the name/telephone number of anybody with some clout in Customer Services.

Its now 5 months since I first contacted VS. You really do get the impression nobody cares anymore.

quote:Originally posted by loooem
In these days of automated e mail returns does anybody have the name/telephone number of anybody with some clout in Customer Services.

Its now 5 months since I first contacted VS. You really do get the impression nobody cares anymore.


VS are renowned for slowness of refunds, but five months is kicking it some. Unfortunately, most correspondence is by mail / email but you could try calling FC and request a supervisor to get some assistance.

I found writing a letter addressed to SRB at Viegin head office in Crawley gets a fairly prompt response and is usually a more personal, helpful reply than the usual customer service chanels

5 months is far too long and it's just unacceptable. I'd get onto my card company and initiate a chargeback/dispute.

Five months? That really is taking the biscuit!

If you belive you are due a refund you should be taking VS to the small claims court not giving them any more chances.

https://www.moneyclaim.gov.uk/csmco2/index.jsp

It is very easy and this explains the process simply

http://www.which.co.uk/advice/taking-a- ... /index.jsp

You should speak to VS once more, set them a short deadline for them to pay you and make it clear to them that if they fail to pay up you will start the process. Follow this up with a letter / email.

Though the process can take some time it will show VS that you are serious about this and the threat of it should be enough to give them a kick into action.

VS are also failing you on their own customer charter as it clearly states here that, and I quote:

quote:...Once we have received the correct documentation from you, and have checked whether you are entitled to a refund, we aim to refund the appropriate amount to you within seven business days if purchased by credit card, and within 20 business days if purchased using cash or cheque. Any taxes, fees and charges collected with the fare, and shown on the ticket will also be refunded

Regards