Superb customer service experience !

Hi fellow v-flyers !
My partner and I are travelling to Orlando in January both ways in PE.
Checking the booking this morning, I realised that we had been moved to VS28 instead of VS16.
But furthermore, they had changed the date of the return flight from 21st Jan to 22nd ...
I was quite surprised but decided to call Flying Club to see what was going on.
A very nice lady took my call and explained me that there wouldn't be any flight back to Gatwick on 21st January.
I was offered the choice of moving the flight to a day before, keep it as it had been changed or go indirect via Atlanta.
All considered, we decided to go for the latter.
We were booked in K fare so I knew I couldn't get a miles upgrade.
However, due to the circumstances, I've politely asked if it was possible, even if I was in K ...
Long story short and 25 minutes later, we were rebooked via Atlanta and had been upgraded to Upper Class for 20K miles and £44 each !!!
Absolutely delighted by that, I was very well impressed by the understanding and kindness of the Flying Club agent.
I didn't think that we would enjoy the joys of UC so quickly again but I'm in complete heaven !!!
Massive kudos to VS !

Well done to VS staff and congrats on your upgrade , as they say it's good to talk

[buns]

Good when this happens

Look forward to enjoying UC

buns

Really great to read news like this !

I'm sure you'll enjoy & savour the experience even more because of the circumstances !

What good news, super to read how well this has turned out for you. Enjoy your unexpected UC flight.

That's really good news and well done to the CS agent for their part.

However, I'd be a bit annoyed that no-one had contacted me to let me know of a date change. A change to scheduled time on the same day I'd be fine with (indeed this has just happened for my trip in November into LAS and return from SFO, both scheduled times have changed), but I still find it surprising that the airline, who know how many pax are booked and who they are, fail to contact them directly to say there's a date change to the route booked. After all, I don't suppose everyone checks their MMB as frequently as some of us V-Flyers. I may be wrong.

That's really good news and well done to the CS agent for their part.

However, I'd be a bit annoyed that no-one had contacted me to let me know of a date change. A change to scheduled time on the same day I'd be fine with (indeed this has just happened for my trip in November into LAS and return from SFO, both scheduled times have changed), but I still find it surprising that the airline, who know how many pax are booked and who they are, fail to contact them directly to say there's a date change to the route booked. After all, I don't suppose everyone checks their MMB as frequently as some of us V-Flyers. I may be wrong.

Well I completely agree with you Bretty. The change must have happened overnight as it wasn't there yesterday (yes I check every day, don't ask !) so I saw the change early this morning. But I agree that at least an email should have been sent automatically.
All is well that ends well and I'm a really delighted customer !

They'll officially advise you eventually. But they stagger it, I assume to avoid being overwhelmed with people calling up at once. They may have cancelled dozens of flights, which means potentially tens of thousands of people are affected. If they emailed everyone at once, there'd be chaos if even a fraction of them phoned up to make changes.

What a fantastic outcome.

Great outcome, well done you.
I'm surprised you didn't get an email. I've had one for a 5 min change in departure time before.

Dick D

Juleps you aren't alone, I check my booking pretty much daily too, I also tend to go into the seat maps and see where people are filling up!

My friend who I am taking to Boston with me has fallen into the habit of doing the same now!

Juleps you aren't alone, I check my booking pretty much daily too, I also tend to go into the seat maps and see where people are filling up!

Me too The seatmap being unavailable is how I found out that our outbound VS023 had a time change and return VS042 had been cancelled/merged in April 2015 so I was able to contact FC and sort out seats.

I agree that it would have been nice to have been pro-actively contacted but I can understand the need to prioritise those with sooner flights and stagger the workflow into the call centre.

Juleps you aren't alone, I check my booking pretty much daily too, I also tend to go into the seat maps and see where people are filling up!

My friend who I am taking to Boston with me has fallen into the habit of doing the same now!

Happy to see I'm not the only one ! ;)
I do the seat maps also but at the moment, I can't access the maps, most likely because of the changes ... Will wait a few more days ;)

UPDATE: all sorted now but had to contact VS via Live Chat, worked really well and it was sorted in minutes !

Great result and pleased for you.

That's really good news and well done to the CS agent for their part.

However, I'd be a bit annoyed that no-one had contacted me to let me know of a date change. A change to scheduled time on the same day I'd be fine with (indeed this has just happened for my trip in November into LAS and return from SFO, both scheduled times have changed), but I still find it surprising that the airline, who know how many pax are booked and who they are, fail to contact them directly to say there's a date change to the route booked. After all, I don't suppose everyone checks their MMB as frequently as some of us V-Flyers. I may be wrong.

I agree with Bretty, changes obviously will happen from time to time but you should have been performed. Please though that you are happy with your new arrangement.

Thanks a lot for your comments ! Looking forward to another good experience.
I still can't pick my seats for the Delta leg between MCO and ATL ... Not sure why, will have to contact them ...

Good luck with that - Delta's IT has been in meltdown for most of the week. Hundreds of flights cancelled, presumably tens of thousands of passengers needing rebooking.

I'd hold off calling for a week or two if you can.

Only flying in January so not in a rush but will have a look at it in the near future

Thanks a lot for your comments ! Looking forward to another good experience.
I still can't pick my seats for the Delta leg between MCO and ATL ... Not sure why, will have to contact them ...

I often have an issue selecting seats on at least one of the DL connections when part of a combined booking through VS. I usually end up raising it with Delta through Twitter who quickly fix it and place me into the seat I wish to travel in....been told it's a 'coding issue' every time it has happened.

That said keep an eye all TPs that should correctly credit as travelling with VS (which they will do as a VS codeshare operated by DL) as mine haven't always correctly credited, after this issue has arisen. Suspect the DL agent has to unpick something to allow seats to be selected....but the correct TPs in the right place is quickly fixed by VS when raised with them.

Thanks ! I've called VS on Friday and they are in contact with DL to make sure this is changed.
It seems to be a ticketing issue but should be fixed soon.
I will keep you posted.

Thanks a lot for your comments ! Looking forward to another good experience.
I still can't pick my seats for the Delta leg between MCO and ATL ... Not sure why, will have to contact them ...

I often have an issue selecting seats on at least one of the DL connections when part of a combined booking through VS. I usually end up raising it with Delta through Twitter who quickly fix it and place me into the seat I wish to travel in....been told it's a 'coding issue' every time it has happened.
.

Quick question - I booked Heathrow to Key West on VS to ATL and onward with DL to Key West, booked through VS. All flights show on a single PNR but there are two different e-ticket numbers, one for the VS flights and other for the DL flights, both with the 932 prefix. This is still a proper "through ticket" isn't it, i.e.. if one flight was late I'd be protected?

I'm sure last year when I went via ATL to New Orleans the VS & DL flights were all on the same ticket number.

Thanks
James

You'll still be protected. I believe it's the PNR/booking number that has to be the same, I wouldn't pay any attention to the e-Ticket number myself.