V-Flyer

On the whole I am very happy with my VS experience.

As a frequent VS flyer I suppose I am, however, more likely to run into customer service issues than, for example, an occasional leisure flyer.

Can I ask what method of communication (and to whom) has proven most successful in terms of either having a complaint registered, or a resolution forthcoming.

I've found Twitter to be particularly good at sorting out a problem quickly (no doubt because the issue is, in effect, public, so VS need to be seen to be acting quickly).

In terms of registering feedback (either positive or negative), I've written hard copy letters and used the online feedback forms (both to general Customer Service and to Flying Club) with mixed results.

I'm in the process of trying to both commend a VS employee who finally sorted an issue out for me, whilst also explaining to VS the sequence of customer service and IT blunders which caused the problem in the first place.

I'd like both for that employee to be recognized for his sterling work, and also for VS to look into how the problem occurred to help future passengers in the same boat.

(The problem in short: miles redemption taxes misquoted on phone by minuscule amount, so e-ticket unable to be issued because FC figure did not match Ticketing Dept figure, cue this circuitous conversation six times, "Where's my e-ticket, please?" "It'll be with you in 24 hours." ...for over a week).

I'm not looking for anything in return, nor to attack anyone; just for someone at VS to actually understand that there is a problem which needs to be fixed.

Speaking of which, this is quite an interesting read: http://online.wsj.com/articles/the-art- ... 1404947542

Thanks!

NYLON

VS do seem to respond quickly and efficiently to Twitter & Facebook feedback. Their social media team are, I think, very good.

For more detailed issues or feedback I'd email Craig Kreeger direct. I wrote earlier this year praising two staff members and got a very nice, seemingly personal reply. I also know my comments were passed to the staff involved.

NYLON wrote:

Speaking of which, this is quite an interesting read: http://online.wsj.com/articles/the-art- ... 1404947542

Thanks!

NYLON

The article is only available to subscribers of WSJ alas - it opens with the first few lines then "Subscribe or log in".

I've done twitter for instant help which worked well. I've also done it for missing miles claim - that was great.

CK is definitely worth a detailed feedback/complaint email or letter to. After our BGI fiasco a year ago his office sorted me out and ensured the correct departments/personnel were updated.

Feedback form for good/bad but nothing requiring action or a reply.

In the past if I have had a complaint or problem my first port of call is the VS AU line (only means my phone call gets answered quicker) Most of the CS agents I have spoken to have been able to resolve the problem quickly or transfer me to someone that can help (duty manager, UC services team etc..) - Have I been lucky?

If something has been sitting with CS for a time (I usually give them 2 days... they tend to call back to update every 24hrs though) I rat them out to FlyingCo - not an option for all I know, but as the account admin I put a call through to them and within a few moments I usually have the answer or resolution I was looking for. Although not their primary function, they are fairly good at giving normal CS a kick in the pants.

If you are looking for an immediate solution to a problem and you have found yourself transferred to the Swansea call centre give online chat a chance. I have found them better than said call centre

If delivering praise of a particular crew member or member of staff I just write an email or letter off to Crawley towers and trust that it reaches the right place. They have only followed up with me on about half of these, but I don't expect them to as there is nothing really to say - a thank you for your thank you kind of deal.... ha.

Complaining about VS IT NYLON?? You may as well spend your time teaching a donkey to read, write and have it subsequently program a computer to teach other donkeys to read and write. That would be an easier task than suggesting they update their antiquated IT systems or even trying to get VS to do something about that poor excuse of a website with clear multiple personality disorder interlaced with occasional Alzheimer's

Great advice, everyone: thank you!

I might try my first ever letter to CK...

Sorry the WSJ link didn't work; I think the site uses a one-time code.

Maybe try this one: http://on.wsj.com/1oIvIxI

Alternatively, just Google: "The Art of the Airline Apology, WSJ"

Thanks. Googling worked perfectly. Amazing how many staff they employ to deal with customer complaints, not always successfully as the article shows.

My husband encountered the same problem recently.
He contacted Virgin to enquire how much it would cost in money & miles to upgrade our next flight to upper class to Orlando in January. He was pleased with the amount and so paid the amount requested however it took well over a week for the e-tickets to arrive and this was only following several phone calls, during which in each one was told "give it another 48 hours". On the last phone call the customer service agent explained that we'd been undercharged by £2 per passenger and as a result our payment was rejected. I understand that mistakes can be made but the simple question is 'why didn't someone phone us to explain the problem?' We paid the £4 and our tickets arrived the following day.
We e-mailed customer services expressing our disappointment with the lack of communication regarding the booking, within two days we had received an apologetic reply and explanation and later that week we received some virgin vouchers which was very nice however I would rather they had contacted us at the point when somebody realised that the price was incorrect for the original quote.

Fascinating, @norfolk_girl. The discrepancy in my case was 60 pence!

I wonder why the Ticketing Department is kept in a bunker somewhere, unable to be contacted by customers (even assuming that Customer Services would act as "gatekeepers")?

With this specific issue, the problem is this: until the Customer Support staff has both the customer and the Ticketing Department on the phone at the same time, the query cannot be solved. It's a strange "Catch 22" situation.

Have always written in to SRB with complaints as well as feedback. Obviously not expecting him to deal with it personally but always get a reply. Complaining to other companies normally get the CEO's email off the internet. One time delivered a letter by hand to CEO's house, maybe a bit creepy but he was 5 minutes away and I needed the problem fixing straight away. Have used Facebook to complain but have found you don't always get the right info.

Well, that was a quick: a prompt, detailed, honest reply which actually made sense. And a few thousand bonus miles to boot.

It's interesting how a bad experience 'made good' by dint of an explanation and apology (and some form of compensation) can actually make one feel more positively inclined toward a company than how one felt before the negative incident happened.

The first rule of good companies: it's not how good they are when things are going well, it's how good they are when things go wrong...

And there is a stupidity at work here; for an underpayment of 60p to £4, it has "cost" Virgin time money and compensation and/or vouchers (albeit Virgin vouchers so cost can be absorbed somewhat) but all you wanted was your tickets.

If I delayed a customer for something as petty as a £2 underpayment (which my department had quoted!) I'd be for the high jump!

Very true, Sealink.

Believe it or not, though, the discrepancy in my case was that I had overpaid by 60p! Or rather, I had agreed on the phone (in response to a quote from FC) to pay 60p more than the true price of taxes/surcharges, so Ticketing rejected the payment!

NYLON wrote:Very true, Sealink.

Believe it or not, though, the discrepancy in my case was that I had overpaid by 60p! Or rather, I had agreed on the phone (in response to a quote from FC) to pay 60p more than the true price of taxes/surcharges, so Ticketing rejected the payment!

O.M.F.G! Such stupidity. Glad you got a good quick respone though.