V-Flyer

Last week I had to e-mail customer.services[at]fly.virgin.com because of some missing partner airline miles.

Normally I receive a fairly instant automated reply from PleaseDoNotReply[at]fly.virgin.com.

This time I didn't (nor, by the way, an actual reply yet - but that's not wholly unusual)! So I re-sent the e-mail this morning. Again, I have not received the automated reply.

Is this just happening to me, or has something changed?

Same with me last week...

I received auto-replies to both my e-mails last week, and a response from the customer service team within a few days.

seany wrote:Same with me last week...

sunny23uk wrote:I received auto-replies to both my e-mails last week, and a response from the customer service team within a few days.

Ah, the inherent randomness of VS IT...

Seany, did you ever receive an actual reply!?

I sent in a missing miles enquiry a couple of weeks ago and got auto reply straight away, followed a few days later by customers services looking into it.
Still waiting for resolution.
Dick D

NYLON wrote:

seany wrote:Same with me last week...

sunny23uk wrote:I received auto-replies to both my e-mails last week, and a response from the customer service team within a few days.

Ah, the inherent randomness of VS IT...

Seany, did you ever receive an actual reply!?

Not thus far, Will try again Monday.

I sent a missing miles e mail a few days ago, received an auto reply immediately but no further communication yet.

I often have missing miles because the underlying miles on an upgrade never log automatically for me.

I've learnt that gently telling customer service accurately what you were expecting (e.g. the miles and x tier points for my underlying S class far to wherever) means a speedy resolution. I think it makes it quicker. For, auto response and then about 4 days.

I tend to do live chat a fair bit nowadays, especially for missing miles and have found them to be pretty knowledgeable and helpful and issues are usually resolved straight away.

Where do you find the "live chat" function on the website?

I recently sent a letter to VS via snail mail last week well it was 4 pages long lol and nothing received back as yet for my outbound flight to Barbados.

I did chase up via social media last time. Points were on under 24 hours later.

I have also done live chat and they were credited immediately as well as missing tier points. Live chat is on the main VS webpage when you go to book flights option.

I don't get the Live Chat pop-up. Is it only available at certain times of day, I wonder?