V-Flyer

I have used the online feedback form twice this month, and not had any answer, just the stock answer "We will endeavour to respond to your enquiry as soon as possible."

Is anybody else having the same problem ?

Thanks Jamie

A lot of us have had problems with them, my recent experience with them and car hire only led to frustration on my part. Although I did get replies (eventually), it seems nobody ever takes ownership of your problem. In the end, I resorted to writing to the director of Virgin Holidays - Amanda Willis.

catsilversword wrote:A lot of us have had problems with them, my recent experience with them and car hire only led to frustration on my part. Although I did get replies (eventually), it seems nobody ever takes ownership of your problem. In the end, I resorted to writing to the director of Virgin Holidays - Amanda Willis.

And did you get a reply from her?

This is interesting... i tried to email instead of using the feedback form, (I got the email address from the feedback acknowledgement email) and this is what I got back.

The following message to <[email protected]> was undeliverable.
The reason for the problem:
5.1.0 - Unknown address error 550-'[email protected]... No such user'

v(


May be VA really have got rid of their customer services team.

Jamie

catsilversword wrote:A lot of us have had problems with them, my recent experience with them and car hire only led to frustration on my part. Although I did get replies (eventually), it seems nobody ever takes ownership of your problem. In the end, I resorted to writing to the director of Virgin Holidays - Amanda Willis.

Erm, my understanding is that your issue was with Virgin Holidays and their car hire service.

Virgin Holidays is a completely different company to Virgin Atlantic

I wasnt trying to contact about a holiday, i was trying to contact them about some missing miles.

But hey, the problem is the same.

Jamie

Whilst car hire only bookings are handled by VH, they are sold by VS via the VS website, so VS would be the first point of contact if problems arise.

Although it does get very confusing as my recently booked car-hire only was booked via the VS website, the email confirmation and e-voucher all have both logos and names on them (VH and VS!!)

I do agree with the OP though as VS 'customer relations' seems to have disappeared ?|

mitchja wrote:Whilst car hire only bookings are handled by VH, they are sold by VS via the VS website, so VS would be the first point of contact if problems arise.

Although it does get very confusing as my recently booked car-hire only was booked via the VS website, the email confirmation and e-voucher all have both logos and names on them (VH and VS!!)

I do agree with the OP though as VS 'customer relations' seems to have disappeared ?|

Have you emailed [email protected] ? Or try ringing the Customer Service team who can add missing miles etc for you. (or you can claim them back through the website)

For the Car Hire booked through the website, you would have to go through to VH about that, as it is all powered by them. Only if you book your Car Hire over the phone can VS amend/change etc.

It took about 6 weeks - 2 months for me to get a reply back from Customer Service back in the summer - admittedly my feedback was complimentary so didn't need action as such... But the eventual acknowledgement was nice.

SNOMO wrote:

catsilversword wrote:A lot of us have had problems with them, my recent experience with them and car hire only led to frustration on my part. Although I did get replies (eventually), it seems nobody ever takes ownership of your problem. In the end, I resorted to writing to the director of Virgin Holidays - Amanda Willis.

And did you get a reply from her?

Not from her personally, but it did at least get a response. Not that it actually answered my query.....

Last week i email the customer services address above. Given that it took 6 weeks for Mandy to get a reply, so i won't be holding my breath.

I find this a slightly worrying state of affairs from VA, i wonder if this is in some way linked the Richards Bransons review of his airline.

Sir Richard Branson has hired Deutsche Bank to examine strategic options for Virgin Atlantic in a move that could eventually see him relinquish control of his airline.

http://www.telegraph.co.uk/finance/newsbysector/transport/8111295/Sir-Richard-Branson-begins-strategic-review-of-Virgin-Atlantic.html