Booking Issues Online

Currently on-hold to Virgin (45 minutes so far) after an issue with online payment. Declined card then asked for re-entry then timed out after debiting my flying club miles on a return little red to edinburgh. Not happy. According to Live Chat. They don't have an issue from IT but I am not the first with this issue this week... wonder if the enormous Q times have anything to do with it

Would IT actually notice if they had an issue

There certainly seem a lot of reports lately of prolonged waiting times on hold to the VS FC number...

I would wager that a better - and more robust - website would reduce the numbers needing to call, and therefore reduce waiting times.

So... Virgin... You don't need more staff on your phone lines.. You need to fix the website!

Over an hour on hold. I give up. The miles have mysteriously reappeared in my account with the description cancelled beside them. When I try to book the flights though they're now coming up unavailable...

The website is shocking for a company of such stature as VS. Being able to book different classes online has not been operational for over 4 months. Fares changing mid way through bookings, sales fares that display then don't exist when moving to the checkout, reward seats displaying but not actually existing too.... I could go on. ALL of these issues I have had resulting in me having to call customer services when I would not otherwise have to. Even emailing to complain three times now has resulted in some free miles. I don't want the miles, I want the website fixed. It is just shocking, stopping me from giving them thousands of pounds. I just get the feeling nobody actually cares. Nothing ever gets done/fixed. I got the impression from an agent it's actually farmed out to a third party company. That makes it worse!!!! I would love 5mins with SRB to show him, think he has any idea? Guess he would go ballistic!! ;-)

[Darren Wheeler]

I believe that if the payment is declined, the ticket, miles etc get put into a special pot that effectively locks it all. It can be unlocked but only on the phone one the declined payment is resolved (card issuer approval etc.)

Nothing to do with the website functionality.