Brilliant customer service

Hi. I'd just like to share with you a fabulous example of positive customer service I received from Virgin Atlantic last night and I like to publicly acknowledge this.

We are off the florida in a couple of weeks so I went onto the 'manage my booking' page last night to record our A.P.info. Suddenly I noticed that one of the traveller names had been spelt wrong, they had written Hannnah instead of Hannah. We've had the reservation since June 2010 and have viewed that page numerous times but never saw the mistake - how bad are we not to have noticed before

Anyway I got straight onto Virgin who were so very helpful and re-assured me straight away that they'd correct this asap, free of charge. The young lady gave me all the necessary reference codes and contact numbers she had used whilst working on getting this corrected and she said I'd receive a new E-ticket within 48 hours, again reiterating there was no need to worry.

Totally relieved now because I've just opened up my e-mail box to find the revised E-ticket has been sent already. Extremely efficient service Top marks in Virgin Atlantic.

Whilst you'd expect them to handle such an issue with little drama, it's great to hear that it was handled so effeciently, and that would they said would happen, did happen.

And, you feel good about BS customer service - easy isn't it, all you companies out there....

Great to hear Hev! Wss it the Swansea call centre you used? I have been impressed by them too, mainly in their positivity and enthusiasm.

Great Stuff, good to hear a positive for once. Bet you were sweating, thinking this is going to be a whole load of trouble and so near to the holiday too. Have a great time.

thelaceys

Always good to hear about great Customer Service Glad things were sorted out for you quickly and promptly

Was it the Swansea call centre you used?

Let me tell you a little secret I had booked a couple of flights with Virgin during June & November 2010. I was really angry to see that all those telephone calls to them had amounted to the grand sum of £11.34 v(

So I did a bit of research on this forum and found a thread dating back to 2008 where someone recommended using the web site > SAYNOTO0870.COM. I went on and then searched 'Virgin Atlantic' Well I found a number for reservations and I used it last night. I was amazed it worked and I definitely have not been charged for the call by BT on my free calls tarrif y)

Great result all round.

Ouch
I spent an hour on that line a month ago- didn't know it was premium.

I always check on http://www.saynoto0870.com for a geographic number.
Couple of times yoiu get snotty people who say I should have used that number but a simple 'do you want my business or not?' usually works.

I refuse (unless there is absolutly no alternative) to use anything other than a free phone or a geographic number

BTW talking of good service I had to phone Job Centre Plus today to sign on and got a very helpful chap and we completed the form over the phone. It was also an 0800 number.

[honey lamb]

Was it the Swansea call centre you used?

Let me tell you a little secret I had booked a couple of flights with Virgin during June & November 2010. I was really angry to see that all those telephone calls to them had amounted to the grand sum of £11.34 v(

So I did a bit of research on this forum and found a thread dating back to 2008 where someone recommended using the web site > SAYNOTO0870.COM. I went on and then searched 'Virgin Atlantic' Well I found a number for reservations and I used it last night. I was amazed it worked and I definitely have not been charged for the call by BT on my free calls tarrif y)

Great result all round.

It's not really a little secret. There are posts on here from time to time that refer people to the Saynoto0870 website but were you transferred to the Swansea centre from there.

It's not really a little secret. There are posts on here from time to time that refer people to the Saynoto0870 website but were you transferred to the Swansea centre from there.

"little secret" Yeah sorry I should have just said I took a tip from what I've read here on this forum in the past directing folk to the http://www.saynoto0870.com web site. Fantastic advice y)

I am not really sure if it was transferred to the new Swansea call-centre. The call was answered amazingly prompt. The agent just said "Virgin Atlantic contact centre can I help you" and didn't make a reference to the number I'd called them on. Maybe I was just lucky. She did try to sell me extra leg room seats on my return flight but I declined.

[mitchja]

Great to hear

Another little secret the mobile networks don't want you to know. If you do a Google search you can also find several 'free phone diallers' so you can call 0800 freephone numbers using a mobile and if you are on contract, the initial access number is geographic so the call just comes off your usual monthly allowance instead of paying extra out of allowance for dialling a freephone number. Even if you are on PAYG, it's often cheaper dialling geographic numbers instead of 0800 numbers.

Once you have dialled the access number, you then just key in the 0800 number and you are put through. You can also set up contacts to dial the entire access code, a pause and then the actually 0800 number all in one go.

Not all of them work on different UK mobile networks though. I use one that works on the Virgin mobile network.

Well, the SAYNOTO0870 website was news to me - brilliant tip!