why did my post get deleted about VS vs AA

Why did my post get removed?

Is this forum not to be used for comparing the customer service experience with other airlines?

[Neil]

Originally posted by sickbag
Why did my post get removed?

Is this forum not to be used for comparing the customer service experience with other airlines?

It didn't get deleted. t got moved th the 'other airlines' forum by a Mod (Nick) because it wasn't related specifically to Virgin which the General Discussion forum is for.

Neil

Sickbag, I would argue that sometimes (and this particularly applies to the most regular flyers) people on here can perhaps be more harsh on Virgin than others online. Just check out some of the trip reports.

However most of the members are here because we enjoy flying Virgin, and therefore there is always a pretty balanced and reasonable debate about the company. I think people on here generally know when to stick the boot into VS when they are wrong, but equally will stand up for them when needed.

Neil has explained where your post went, but I'm not sure that your original post represented a totally fair argument, just because AA were willing to transfer 6 of you to another flight doesn't automatically make AA customer service better than VS customer service. In fact I would suggest you wait until you've flown AA because having mainly flown US carriers such as United and Delta trans-atlantic in the past, I can assue you that the on-board service in economy is often pretty frosty with crew who look utterly depressed, and much older than VS crew.

On the other hand neil, V-Flyer could be siad not to be representative of the general public who fly virgin, as the majority are either silver or Gold card frequent virgin flyers and the Customer service for these cardholders is better than the standard indian call centre as complained about on many other travel websites.....

[Neil]

Originally posted by AlanA
On the other hand neil, V-Flyer could be siad not to be representative of the general public who fly virgin, as the majority are either silver or Gold card frequent virgin flyers and the Customer service for these cardholders is better than the standard indian call centre as complained about on many other travel websites.....

VS don't have an Indian call centre. VH do, but not VS.

Maybe the more regular VF members are Au/Ag but the site is full of all types of travellers, who, if you read the site on a regular basis, receive all types of service, good and bad.

Well if VS don't have an Indian call centre I wonder who I always seem to end up speaking with? There is definately an issue with 'lost in translation'. I had an issue last year where the call centre staff (presumably in India) didn't understant what I wask trying to establish. I desperation I called through to the switchboard in Crawley and explained the issues I was having when speaking to an agent who had a poor command of english and the very friendly lady in Crawley said 'Oh you must have been through to Mumbai', so I am afraid VS does have a call centre in India (or at least did).

Also I think VS rock, even in Economy, and are highly superior to the US carriers. LONG LIVE VIRGIN!!!

Originally posted by Neil

Originally posted by AlanA
On the other hand neil, V-Flyer could be siad not to be representative of the general public who fly virgin, as the majority are either silver or Gold card frequent virgin flyers and the Customer service for these cardholders is better than the standard indian call centre as complained about on many other travel websites.....

VS don't have an Indian call centre. VH do, but not VS.

Maybe the more regular VF members are Au/Ag but the site is full of all types of travellers, who, if you read the site on a regular basis, receive all types of service, good and bad.

I tried to change my PE ticket on the return leg to a UC on my last trip to SFO. I rang on a Sunday and spent 5 minutes trying to explain what I wanted to do then was told it would be £3700.
Rang back on Monday and spoke to someone at Crawley and did it for about £500. She told me the 'overseas' call centre seem to have problems with certain aspects of ticketing.

-Steve

When I wanted to change an S class ticket and an associated companion ticket to an earlier flight the Indian call centre were perfectly capable - admittedly it did take a little longer to explain exactly what I wanted but once the message got across they seemed more than capable of sorting it out.

Everytime I ring FC I seem to be diverted to the American FC line, apparently quite common when the UK FC operators are busy.

As for Indian call centres, I did an internship at a major bank a couple of summers back and all the call centre operators they used in Indian all had at least a degree.

My favourite is when you get through to the Irish call centre!

[Nottingham Nick]

As Neil has already said, the post wasn't deleted, it was moved to the other airlines forum, as - when I logged on the site, very briefly, this morning before going to work, I read the post as a post about American Airlines; hence the move.

Posts don't get deleted from the site. Those thought to be in breach of terms and conditions, get moved out of public view, but we do not censor just because a post is critical of Virgin Atlantic - in fact, evidenced criticism is a way of getting things changed, as we have shown many times in the past.


Nick

[RichardMannion]

I think that VS Customer Service is very good, but then I would...... [:D]

Originally posted by RichardMannion
I think that VS Customer Service is very good, but then I would...... [:D]

Me too [:w]

Originally posted by RichardMannion
I think that VS Customer Service is very good, but then I would...... [:D]

Well thanks to you and Julie they came good for me when i needed help.

I've had excellent service from VS in Crawley and also the Indian call centre. For new reservations and Flying Club queries I get through to the Crawley team. If I want to amend an existing booking then I get put through to the Indian call centre after speaking to Crawley.

[:)]When ringing generally been fine, the only pickle i have is the when you send them an email and takes the best part of three weeks to reply, but then again most companys do!

Sorry for posting in wrong place.

I've 15 years experience of VS customer service. Last 5 or so years to me it has gone downhill. I remember having to send an email after problems with them a couple of christmas's ago. I hadnt had a response in almost a month so phoned them. The response I got was that they had a lot of complaints over christmas and they were trying to work through them all and to expect a response within the next 2 weeks!

This was my first experience with AA so thought I'd mention how well they'd handled my issue.

[Darren Wheeler]

Originally posted by G-VROY
[:)]When ringing generally been fine, the only pickle i have is the when you send them an email and takes the best part of three weeks to reply, but then again most companys do!

That's because sending an email is easy. I suspect a lot of them are spam, begging, pleading, after freebies etc. etc. etc. By the time they have waded through the mire the genuine ones take an age to get to.

Originally posted by Stevieboy

Originally posted by Neil

Originally posted by AlanA
On the other hand neil, V-Flyer could be siad not to be representative of the general public who fly virgin, as the majority are either silver or Gold card frequent virgin flyers and the Customer service for these cardholders is better than the standard indian call centre as complained about on many other travel websites.....

VS don't have an Indian call centre. VH do, but not VS.

Maybe the more regular VF members are Au/Ag but the site is full of all types of travellers, who, if you read the site on a regular basis, receive all types of service, good and bad.

I tried to change my PE ticket on the return leg to a UC on my last trip to SFO. I rang on a Sunday and spent 5 minutes trying to explain what I wanted to do then was told it would be £3700.
Rang back on Monday and spoke to someone at Crawley and did it for about £500. She told me the 'overseas' call centre seem to have problems with certain aspects of ticketing.

-Steve

Neil got it wrong? My god...it must be Armageddon. [:w]

I can also say that they allow plenty of stick here on VS, but you must have your facts (correct facts are even better!) in order or you'll be (quite rightly) pushed back upon.

Good luck and happy flying.

GJ

[Scrooge]

I just want to say that yes that is pretty good customer service from AA, having done a similar thing myself with them, if you get the right person, at the right time things can happen, the same can be said for most businesses, VS included.

Originally posted by RichardMannion
I think that VS Customer Service is very good, but then I would...... [:D]

[y] I wonder what they think of you though [:0][:p].....[?]

[preiffer]

Originally posted by Scrooge
[y] I wonder what they think of you though [:0][:p].....[?]

Dave, that's an EASY one. We ALL know the answer to that! [}:)]

Originally posted by Scrooge
I just want to say that yes that is pretty good customer service from AA, having done a similar thing myself with them, if you get the right person, at the right time things can happen, the same can be said for most businesses, VS included.

Very true - it's a kind of truism that with many airlines if you don't get the right answer from their customer services the first time, ring back, get another rep. and you'll get what you want!

Originally posted by Scrooge
I just want to say that yes that is pretty good customer service from AA, having done a similar thing myself with them, if you get the right person, at the right time things can happen, the same can be said for most businesses, VS included.

Originally posted by RichardMannion
I think that VS Customer Service is very good, but then I would...... [:D]

[y] I wonder what they think of you though [:0][:p].....[?]

I have no experience of AA customer service other than that onboard. I can tell you however that their service onboard the flight I was on was nothing short of shambolic with a liberal helping of rudeness thrown in for good measure.[V]
NEVER AGAIN !I'm voting with my feet(and wallet!)

NOC

[Darren Wheeler]

Only ever had one trip with AA in Nov 2001 and never again. This was after the AA 'random' baggage screening only picked non-US passport holders and after a good rummage just walked off and sent me to the back of the queue.

[Pete]

I did a couple of trips with AA back in 2001/2002. Can't say they were terrible, but I did get the impression I was flying the equivalent of a beaten-up station wagon, and being looked after by ladies who wouldn't be out of place serving in a truck stop diner and probably smoked 60-a-day for the last 40 years. Nothing terribly wrong with either aspect; but hardly encouraging me back.