V-Flyer

Called after lunch California time today to upgrade a flight back to London next week.

It took a total of over 60 minutes even calling premier team and gold numbers before I got an answer.

Once I finally got through I discovered that the upper class seat that had been showing on the flight most of the day was not actually available!

Web site still shows it but when you try and book it a sorry not available message is displayed.

Arrrgggh!

very frustrating! 60 minutes to get through is very unacceptable - on any line, let alone premier/gold.

I've found it quite easy to get through lately. Often found calling the 'normal' number to get through to Wales first, they then generally get you through to premier faster - however, shouldn't be the way!

60 mins is not good enough and I would bring this to the attention of the Executive office, I gave feedback on the contact centre sometime ago and I got a personal call from the Centre Manager to undestand my experience which I thought was pretty good going!

Just checking something -I only ever ring the Flying Club through the dedicated Gold line and have always had excellent service but many of you talk about this Premier line - sometimes my calls have been answered by people announcing it as the premier line and then others as the Gold line - is it one of the same or am I missing something here....

Jon

That is unacceptable to be waiting that long! Although lately I've found I've been getting through to the premier team very quickly! This morning I called at around 9.15 and after I had made my selection I was through to someone immediately not even any hold music!

Even more amazing today, still trying to upgrade the ticket on tomorrows flight.

The flight with miles was available on the web site and I called on 3 separate occasions and each time it apparently was not available in the booking system.

I actually went through the booking process on the web site and booked myself a seat (which I do not need) to see if it would actually work and it did.

Called back and said please cancel the one I booked 5 minutes ago and upgrade the reservation I made earlier or change the name on this one and cancel the other.

Both were too hard for the overnight team so I will call again tomorrow and see how this saga ends...

I have found phoning VS frustrating recently, but not for the same reasons. My calls have been answered instantly, but the people on the other end (possibly based in Wales judging on accents) have not been very helpful. Telling me that I can't book flights that I have booked before with VS. Maybe Swansea has expanded into Prem Team, UC etc. or was put through to a different department due to call volumes. But they deffinatly need more training. Obviously they were fine quoting for a simple VS only return.

manymiles wrote:Even more amazing today, still trying to upgrade the ticket on tomorrows flight.

The flight with miles was available on the web site and I called on 3 separate occasions and each time it apparently was not available in the booking system.

I actually went through the booking process on the web site and booked myself a seat (which I do not need) to see if it would actually work and it did.

Called back and said please cancel the one I booked 5 minutes ago and upgrade the reservation I made earlier or change the name on this one and cancel the other.

Both were too hard for the overnight team so I will call again tomorrow and see how this saga ends...

The problem now is that if they cancel it, there is no guarantee the reward seat will become available again. Just hope that it does.

Normally the website lags behind the true availability of flights, but as you booked it that is unlikely. Although if you were doing a dummy booking online for the reward seat, when you select it, it becomes unavailable for others to select, so if you had selected the flight, then quickly got through to VS, if it was the last G, they might not be able to see it anymore.

Am I right in thinking that the same passenger can't have 2 different ticket bookings for the same flight?

manymiles wrote:
I actually went through the booking process on the web site and booked myself a seat (which I do not need) to see if it would actually work and it did.

Called back and said please cancel the one I booked 5 minutes ago and upgrade the reservation I made earlier or change the name on this one and cancel the other.

I don't think they refund mileage tickets ?

or change names?

You are running the risk of them not refunding the ticket and loosing your money and miles.