How long for a reply to 2 complaints?

Just a quick question - I e-mailed to VA and VH both last Saturday following on from 2 complaints I wished to raise (as outlined on my TR from LGW to MCO on 26 November), one being about my wifes seat without electrics and having to be manually adjusted, and the other about a downgrade I recieved in error.

I have recieved nothing except from an automated responce from VA and absolutely nothing from VH, and was wondering how long I should wait before chasing up?

Thanks.

I sent VS an email on the 14th Oct, praising some staff, and a few comments about food. I got a reply back on the 14th Dec apologising for the delay, because they'd lost some experienced staff.

Hang on you sent emails on SATURDAY and are complaining about no response?

Given the fact they are probbaly dealing with complaints due to flight canx and with xmas and new year comong up I'd give it a couple of weeks before even contemplating chasing them up!

They would need time to look at your complaint then check with the crew and other records etc. This can't happen overnight (let alone over the weekend).

Like locutus I sent an email praising CC at the beging of october and it took a couple of weeks to get a response (and a very nice response it was too)

Took me a month to get a response - when I phoned, they said it would take a while because they were dealing with so many complaints - go figure!

quote:Originally posted by tontybear
Hang on you sent emails on SATURDAY and are complaining about no response?


Ahh, there's a difference in some parts of the country between LAST Saturday and 'last' Saturday.

That said, it's still a short amount of time.

I'm still awaiting a response from one in September, mind you, it's had a couple of updates, like 'We need to pass this on to another department' which are aka to 'we haven't got a clue how to answer, 'cos we messed up'.

Ianflies - upto three to four weeks is typically, unless you're a super dooper frequent flier.

In the current economic climate, I would expect cutbacks to include reductions in the number of customer service staff in an organisation. When I have contacted VS customer services in the past I have always found the eventual response to be reasonable, even though there was a delay in getting the issue resolved. Looking at the number of other airlines that have gone out of business and the vast amount of money BA are losing every day I think that Virgin's 'prudent' approach in minimising cost in this climate is the right thing to do, even if it does mean general levels of service have fallen.

I'm still not convinced about the value in VS customer service.

I was talking to an FSM on board and she said they don't hear any of the feedback we send in, despite customer services saying they pass it on to their managers.

Complaints seem to just get a standard response sometimes with some miles, and don't go any where near addressing the issues. Cold food in the clubhouse, not even passed to the clubhouse manager, just a 'we're sorry and look forward to you flying with us soon'. Maybe golds get a better service, but do they really address the issues?

VH normally say along the lines of deal with it as soon as they can but, in any case, within 28 days of e-mail in line with the ABTA code of conduct.

VS normally say in touch within 21 days.

I think you still have some waiting time!!!

For VH compllaints ABTA regulations stipulate a tour operator should acknowledge receipt of a complaint within 14 days and then provide a full reply within a further 28 days (with some exceptions). I don't believe there is a regulatory body for airline complaints however I travelled MBJ-LGW on the 5th December and emailed VS re some onboard issues and I had the usual thank you for emailing response immediately and then a full response the next day - although I have waited much much longer in the past.

quote:Originally posted by slinky09
quote:Originally posted by tontybear
Hang on you sent emails on SATURDAY and are complaining about no response?


Ahh, there's a difference in some parts of the country between LAST Saturday and 'last' Saturday.

That said, it's still a short amount of time.

I'm still awaiting a response from one in September, mind you, it's had a couple of updates, like 'We need to pass this on to another department' which are aka to 'we haven't got a clue how to answer, 'cos we messed up'.

Ianflies - upto three to four weeks is typically, unless you're a super dooper frequent flier.


Thanks - yes, I meant LAST saturday, rather than last Saturday, but even so, it seems I am hasty off the mark! I will wait until mid Jan before I start worrying too much - thanks all!