V-Flyer

I phoned the contact centre this evening to query something I had checked with my travel agent who I had booked vegas through.

What it was that we want to upgrade and checked with the travel agent first who told us it would be £9000 to upgrade and they had no premium left only upper. We rightfully declined.

This is for a trip in December.

I got home had a look at the load's and mostly 9's all the way through the class codes.

I checked the cost of a new ticket and even with a fully flex UC ticket it would not come to £9000.

I phoned Virgin and got to speak to a very helpful and polite agent.

He explained the options of miles, and full fare but would need to go back to the agent and change the fare class first.

This is not a problem and will be speaking to the agent, but thought I would share and once again when I contact Virgin Customer Contact Centre I have received another great level of service and explanation to which you couldn't get elsewhere.

But didn't they just do their job? It seems that whenever we receive the service we should get it's taken as exceptional service as most of the time it's so poor?

locutus wrote:But didn't they just do their job? It seems that whenever we receive the service we should get it's taken as exceptional service as most of the time it's so poor?

This is true but if we don't tell them when they've done it right and how we like it how will they continue to deliver and improve ?

I agree with Locutus. We shouldn't have to do this - when I pay for my ticket, I don't expect to have to help train the staff as well v(

The service levels should be much higher and much more consistent than they are. I have written before about my belief that Customer Services at VS are risking the jobs of the airport and flying teams, who in my experience tend to be pretty good - and they should not have to face customers who have been made angry or upset by their colleagues in CS.

So yes, I whilst I am more than happy to compliment staff who really have gone the extra mile, I am certainly not going to do that for staff who have delivered merely what I thought they were paid for.

What's wrong with a bit of positive reinforcement of behaviour? When talking to telephone service agents I often wonder whether they've come off a call with someone who has gone away disgruntled and angry not because of the service they have received but rather because the outcome has not been to their liking? Even if the agents are trained to handle such situations, it must leave a bad taste in the mouth. Even if they then give you only the service you expect, surely it's no bad thing to let them know they have been helpful to you?

I know someone :w who was such a caller to a well known middle eastern airline, losing their normally cheerful and sunny disposition over their requirement for their credit card to be in two places, two hundred miles apart, at the same point in time should they wish to pay for a ticket for a family member. I know this person regrets their attitude when the agent was doing the job they were paid to do.

I also think that in part Benchsmith's point was how much better service they got from VS than from the TA.

Indeedy from both sides pjh,

I worked in a contact centre for not a travel company but a very well known company and lets just say the situations you describe happen day in day out and you have to try to deliver as best you can despite being given the difficult situations and you never get told a thank you or a well done or anything all you ever hear is the bad stuff so when you get what you expect and if not more of an explanation then why not praise?? it comes greatly appreciated.

I am indeed also pointing the better service at VS than TA too and the saga still continues with the TA but VS is still being very accommodating and assisting me wherever possible.

Bringing this thread back to life as I have just received the most awesome service from the Silver Club FC line y) y) . I saw that there was a reward sale going on (thanks for posting!), had a minor discussion with Mrs P and decided on a trip to Washington . Now with Mrs P's account miles, my account miles and PE upgrade I decided to contact the help line as I tied myself in knots with the permutations xx( xx(
On answering I was met with a wonderful soft, welcoming tone asking me how they could help me...I bet she regretted that ):
All through the process the service agent was keeping me informed, laughing and joking whilst messing around with miles/upgrades 8D
So, in the end Mrs P and I are flying to IAD UC returning to LHR in PE for under £1400 all in??? NO brainer ^) ^)

Can't wait for the survey person to phone me to ask how VS did on this occasion oo) oo) oo)

This is why I love VS...now if we could order a high quality FSM for the flight

Petmadness wrote:Bringing this thread back to life as I have just received the most awesome service from the Silver Club FC line y) y) . I saw that there was a reward sale going on (thanks for posting!), had a minor discussion with Mrs P and decided on a trip to Washington . Now with Mrs P's account miles, my account miles and PE upgrade I decided to contact the help line as I tied myself in knots with the permutations xx( xx(
On answering I was met with a wonderful soft, welcoming tone asking me how they could help me...I bet she regretted that ):
All through the process the service agent was keeping me informed, laughing and joking whilst messing around with miles/upgrades 8D
So, in the end Mrs P and I are flying to IAD UC returning to LHR in PE for under £1400 all in??? NO brainer ^) ^)

Can't wait for the survey person to phone me to ask how VS did on this occasion oo) oo) oo)

This is why I love VS...now if we could order a high quality FSM for the flight

Now that is service. Fantastic all round and a great fare.....enjoy......fingers crossed on the FSM front y) ):

Jon