Standards slipping?

[HighFlyer]

Good to hear it worked out for you in the end Ian.

If you send a letter or email to customer services and you were flying Upper or are FC Au, your communications will be passed to SRB's office for attention. You should get a letter to this effect so you know that your issue is being dealt with. This escalation usually adds on a fair bit of time for the response. Anything from two weeks onwards would be normal, though the replies are usually pretty comprehensive, I've had three page letters addressing my comments before, which for me is far more valuable than miles as it shows that someone really has reviewed my feedback.

Thanks,
Sarah

[mitchja]

When I emailed customer relations about my last flight in Jan, I never received the 'your message has been passed to SRB's office' email but I still did receive a response to my complaint from his office.

Regards

I understand that Cus Svc's can be busy, should VS try concentrating more on getting it right first time, every time? Then there would be less complaining?

For them to ignore the people who pay a lot of money to "sit up front" is very poor customer relations and actually shows what they think of the people who pay there salary.

Having said that its VA for me!!

Ian

Originally posted by mitchja
When I emailed customer relations about my last flight in Jan, I never received the 'your message has been passed to SRB's office' email but I still did receive a response to my complaint from his office.

Regards

[Scrooge]

Originally posted by goanmad


As this is how they treat UC passengers we have booked our trip to Mumbai with B.A. No I have no morals, just expect to be treated with a little more respect, VA loss, BA gain.

Please VA take notice of the paying customer when he has a gripe, it could help to improve your business or are you too big too worry?

That is the correct way to handle it, I had an issue a few years ago with VS, I didn't fly with them for 4 years, this board got me back on the plane with them, we had one problem on our return flight, 30k miles was deposited into my account promptly (which I didn't ask for) and passes to the LHR CH were noted on my account, which I did ask for.

Problems are going to happen, it's just a fact of life, it's how a company responds that makes the difference, if like yourself, a company gives me the run around I take my money elsewhere, if they acknowledge there is a problem and deal with it I keep giving them my money.

Glad to see you got some form of compensation goanmad [y]

I agree with Sarah on this one about that it doesn't matter how much compensation they give you, its how they react to the complaint/feedback. There will come a time when VS simply cannot dish out free miles anymore unless it takes into account what has been reported.

I also agree with goanmad that I too would rather have the problem sorted, given feedback and (deffo in my case) be compensated once instead of getting compensation all the time for exactly the same problem and ending up taking my business elsewhere because of consistent 'not getting what you paid for' products/service.

At the end of the day at least VS had the decency to compensate you for the bad experience you had and lets hope that this sort of thing doesn't happen again...for the sake of the airline's reputation.

I always try and be reasonable.

Relaying a problem I believe is reasonable, if it assists VA in overcoming the problem GREAT, but to ignore all communications stinks.

Several years ago, VA basically said "tough luck, like it or lump it" when we had a valid gripe, I dont think that you should be treated like that and took my custom elsewhere.

Recentley we started flying VA again, mainly due to pressure from the other half! And to be fair I was pleasantley surprised at what I found this time.

I think the issuing of 20 or 30k in miles is too readily given, it is just given to you to shut you up and the real problem is probably never addressed??

Ian

Originally posted by Scrooge

Originally posted by goanmad


As this is how they treat UC passengers we have booked our trip to Mumbai with B.A. No I have no morals, just expect to be treated with a little more respect, VA loss, BA gain.

Please VA take notice of the paying customer when he has a gripe, it could help to improve your business or are you too big too worry?

That is the correct way to handle it, I had an issue a few years ago with VS, I didn't fly with them for 4 years, this board got me back on the plane with them, we had one problem on our return flight, 30k miles was deposited into my account promptly (which I didn't ask for) and passes to the LHR CH were noted on my account, which I did ask for.

Problems are going to happen, it's just a fact of life, it's how a company responds that makes the difference, if like yourself, a company gives me the run around I take my money elsewhere, if they acknowledge there is a problem and deal with it I keep giving them my money.

[Scrooge]

At times yes it is IMHO, but there are times when it will settle a small gripe and both sides are happy with the outcome.

Will have to wait and see what happens on the next few flights, it would be interesting to see if the seat problems have been fixed?

Maybe a new topic will suffice?

Originally posted by Scrooge
At times yes it is IMHO, but there are times when it will settle a small gripe and both sides are happy with the outcome.

My IFE was inoperative on SFO-LHR on Jan 19. I was offered the DVD player and 20 pounds of duty free, declined the latter and asked for miles. FSM came to negotiate, asking how many I wanted, I jokingly said that if I was forced to give the first # in a negotiation then I was starting at 100k. She replied that her manual had a suggested number and she would confirm it to me. After a couple of requests she finally said 15k.
On return from South Africa I emailed customer service to get the credit, finally on Feb 6, 10k miles show up from customer service.
However there was zero communication, just a number of miles different than I had been promised.
Has anyone elese had this happen, and if so what did you do.

My personal opinion is that communication is poor.[n]

Customer Services seem to be suffering from "The Ostrich Syndrome"

"If I bury my head the problem will go away?"[V]

Originally posted by napamatt
My IFE was inoperative on SFO-LHR on Jan 19. I was offered the DVD player and 20 pounds of duty free, declined the latter and asked for miles. FSM came to negotiate, asking how many I wanted, I jokingly said that if I was forced to give the first # in a negotiation then I was starting at 100k. She replied that her manual had a suggested number and she would confirm it to me. After a couple of requests she finally said 15k.
On return from South Africa I emailed customer service to get the credit, finally on Feb 6, 10k miles show up from customer service.
However there was zero communication, just a number of miles different than I had been promised.
Has anyone elese had this happen, and if so what did you do.