VS Website - changes are a coming!

So, still no new FC numbers, log on now says they don't recognize my name or email, i.e. the credentials I've used since year dot, and even the Au line is taking forever. Funny thing is, I did manage to log on once and change my password and set security questions - these now all seem to have been wiped out! So I'm still in the dark as to what it contains but at least I can get some service by calling the office.

I wonder what the debate was in the team at VS before they decided to go live!

Slinky, that's my exact issue. I felt quite upbeat on Sunday coz I was able to log in using old FC number.
I dealt with the new security questions and changed password. Then got a confirmation email accepting the changes and then the smack in the face ..... "your account is locked"

It is really so disappointing and frustrating.

I booked a return trip to NYC in Dec on Tuesday via my Corp travel agent. Logged in to the Virgin yesterday to select my seats and discovered my FC number was not on the flight record (requesting payment for seat selection). A call to the gold line this morning set that straight. I also queried my "2 years of Gold" status. The call centre told me, yes they can see all 9 years and yes I had already qualified for next year (showing 1500 tier points), but that the system still had "some issues".

After I hung up, I also noticed that none of my travel from mid August on is showing in my activity (though the tier points and mileage look about right) except for one flight LHR -> EWR on the 6th Nov. (Apparently I never came back).

Has anyone else had missing activity automatically re-instated, or is manual intervention needed?

Tobes

I must be one of the lucky ones (or not).

With trepidation I ventured onto the new site, managed to get into both mine and hubbys account no problem. All the miles are there with history seems correct. Our forthcoming flight is there it found it straight away with the selected seats on both sectors.

Had a good play around, managed to get into all the functions as before although its very faffy. Managed to check for further flights in all sectors rewards , purchase and Miles plus money, (not keen on that one). Car hire, rooms etc. It will take time to get used to it all and I don't like change being of the older generation and not doing computers till about ten years ago.

I can sympathise with everyone, if something does not work or do what it should I get very frustrated and angry. I think its very sad Virgin have increased the points on reward seats and really only given a short amount of time to redeem before the changes come into force.
I thought I had three quarters of the miles needed for our next reward flight in UC, so now its like another person is flying with us for the extra miles needed, so the next flight will have to be put off till we can afford the miles. Its the people like us that Virgin will upset and probably do not care as we are of very little importance to them, but if enough decide to go elsewhere it may be of a significant number to be a problem for them only time will tell.

I loved Virgin as it was different but not any more or so it seems. Just my pennyworth. Linda

Success! The "maintenance" seems to have fixed it for me (for now anyway), what a mess...

Slinky, that's my exact issue. I felt quite upbeat on Sunday coz I was able to log in using old FC number.
I dealt with the new security questions and changed password. Then got a confirmation email accepting the changes and then the smack in the face ..... "your account is locked"

It is really so disappointing and frustrating.

Have you had your new FC number? I tweeted VS to ask when they were being sent out for them to reply that they 'should' all have been emailed. Well, not to me ...

Has anyone else not received their's (and no, mine is not stuck in spam)?

I suspect that what has happened with me is that I used to use one email address for my and the husband's FC accounts - so that I got all the statements etc. The new website needs distinct email addresses, though why not who knows since the unique identifier should be your FC number and it's not inconceivable that households use single email addresses. So the #1 had an email from VS, but I suspect the new system cannot handle two FC accounts with one email address for the purposes of updating.

Did these muppets ever test anything I ponder?

So, since the upgrade, I am back on the original appalling connection with no notification from Virgin.
I can't book my friend on the same flight as website no longer offers the connection, although both flights are still operating. So frustrating.

This is a bad reflection on VS. They need to grasp what is going on on and place a wholesale apology as a way of retaining customers confidence

buns

VS told me that I had been bumped off the flight by Delta because 'it was very busy with higher paying passengers' - can you believe that? After a 40 minute call last night (35 minutes on hold at various points) I am back on the original connection.

I was able to book my friend on the same flights - on the DL website, VS don't show the connection even thought first flight is operated by VS.

How odd, I'm on MacBook. When I log on with flying club number and password it asks for surname "for additional security", then I get an error flash up for around 3 secs saying that my credentials are incorrect, but then it offers up the list of security questions (you have to set two from a long list - eg. name of first pet) - to which I can enter in rubbish as answers.....then it lets me in. Others on Twitter are saying the same thing. Such a shame they got this all so incredibly wrong.

VS's reply to someone else this morning reporting the same as me is "I'm sorry for the errors you're experiencing, we are working on getting these issues fixed as soon as possible"

I kept getting the security questions prompt every time I logged in on my iPad. When I then logged in on my Windows PC, using Firefox, it prompted the first time, but then correctly saved my answers and now doesn't prompt to set my security answers anymore.

I suspect the issue is to do with the system not being able to save the security answers on Apple devices or the Safari browser. If you can, try it on a PC or maybe even just a different browser on the Mac.

Again, it's down to sloppy coding and poor testing.

I just spoke to them as I have had even more tier points disappear, I was told it may be a while as they have a long hit list....

Again, it's down to sloppy coding and poor testing.

I wouldn't say poor development as tip of the hat to Delta, they run it solidly. It seems VS have literally just copied it changing the templates and a few fundamental things. Essentially what they have done is like taking the source from Firefox and trying to rebrand it as your own browser.... its going to be disastrous.

Has anybody had any miles credit into their account since last week? Hubby's Amex and e-Rewards haven't dropped and they were due around the 15th.

Also, hubby tells me that e-Rewards isn't accepting the new FC number.

Here's my full saga.


So here is my experience. I love flying Virgin, I think their staff are great and they are usually my number one choice. I'm flying BA and EK First soon just to see what they are like, but I have a soft spot for VS. With that in mind...

Back in October, VS were offering an amazing fare in Upper to Chicago. £1096 rtn in April 2017.
A variety of connecting flights were available, and I chose to travel via Atlanta, because it was not such a tight connection.

I booked my flights and all was well.

Three weeks later, I was notified of a schedule change.
Instead of arriving in Chicago at around 8pm, I would arrive at 11pm, which of course meant three more hours in Atlanta.
When checking both DL and VS websites, each of the original flights are still on sale.
So I had no idea why I had been moved.
I called VS and after much conversation, the moved me back to the original flight, and a new e-Ticket was issued. I note that the connecting flight is now on a DL flight number in P class, but its an eTicket, right? So it's ticketed and I don't need to worry.

Then the new website launches and I am more concerned about my imminent Grenada flight (Trip Report soon!) but all is well.

I decide that I want my friend to travel with me so pull up my booking in one browser window so that I can ensure we will be travelling together.

That's when I notice I am back on the very late connection. No notification ever received.
DL website still shows the earlier flight is operating.
Further, the VS website won't even let me book the flight I am on, although there are seats on both sectors.
I call Virgin (the call lasts 43 minutes, of which I would estimate 38 minutes was hold time ) I am informed that the original conneting flight is "now very busy" so DL moved me to the later service, as they can't get clearance to ticket me. I take this with a pinch of salt as I can't believe an airline would do this.

The VS rep offers to reroute me on another connection and can't do that. Finally he comes back to me and says he managed to persuade DL to accept me on the original flight and an e-ticket will be forthcoming in 48 hours.

I still can't get recreate the itinerary on VS, so the rep tells me to try DL.
Lo and behold, my original flight timings (VS-DL-DL-VS) are there to book on the Delta website, but not Virgins. So my pal is now travelling with me, via DL.

A bizarre and discomfiting evening and worrying that DL can seemingly bump people off a flight because they have realised they can earn more money from other pax.

How odd, I'm on MacBook. When I log on with flying club number and password it asks for surname "for additional security", then I get an error flash up for around 3 secs saying that my credentials are incorrect, but then it offers up the list of security questions (you have to set two from a long list - eg. name of first pet) - to which I can enter in rubbish as answers.....then it lets me in. Others on Twitter are saying the same thing. Such a shame they got this all so incredibly wrong.

VS's reply to someone else this morning reporting the same as me is "I'm sorry for the errors you're experiencing, we are working on getting these issues fixed as soon as possible"

I kept getting the security questions prompt every time I logged in on my iPad. When I then logged in on my Windows PC, using Firefox, it prompted the first time, but then correctly saved my answers and now doesn't prompt to set my security answers anymore.

I suspect the issue is to do with the system not being able to save the security answers on Apple devices or the Safari browser. If you can, try it on a PC or maybe even just a different browser on the Mac.

Again, it's down to sloppy coding and poor testing.

I have logged in OK on my iPad using Safari and Firefox...didn't need to re enter security answers

[quote
Looking at the seat map now then it would appear that the 'bar' is now showing to be at the front of the plane ??? Does anyone know if thats what is planned please?
I specifically picked our seats to be away from the bar area which they won't be if this is going to be the case [/quote]


Yes I am in exactly the same position. Selected seats at the front of the cabin to avoid the bar and now it may be adjacent. Anyone know where the bar will be? How long till the first one in service?[/quote]

Apparently The first flight (28th March) is showing as 1-1-1. I will do a dummy booking and recheck, let you know if I find out anything new.

Is it the bar or galley? A330 main serving area for UC is front of plane. I don't think they've moved the bar...

Today, I have tried to book a last minute break for winter sun to Dubai via the VH's website. Everything works fine until it comes to the Flying Club part. It appears that the website is set up to accept your old FC number, starting with '00'. Initially I thought, Okay, no problem, I still have my old number from live bookings. But oh no, It wasn't that simple. The VH's website no longer recognises your old FC number. Now, I have two FC numbers, neither of which work. This in turn has resulted in me being unable to compete the booking.

Is it the bar or galley? A330 main serving area for UC is front of plane. I don't think they've moved the bar...

At present the seat map is showning 1-1-1 config. with nothing at all where the bar used to be, just goes straight into PE; at the front, where the galley was, is showing as two blocks of cocktail glasses and there are no seats 1/2/3/4/5A at all! I spoke to FC and asked about it but they were unable to help as their seat map for the flight was blacked out! Have sent of an e-mail just to see if any one comes back to me about it or the fact that neither I or my husband have had the 'Wednesday' e-mail telling us our new FFC numbers. I have howerever had an e-mail telling me that there are 2 people with the same e-mail address & seperate e-mails are required per person now so could I change one - just as well we do have more than 1 but unfortunately until we can get into our accounts neither of them can be changed.

How odd, I'm on MacBook. When I log on with flying club number and password it asks for surname "for additional security", then I get an error flash up for around 3 secs saying that my credentials are incorrect, but then it offers up the list of security questions (you have to set two from a long list - eg. name of first pet) - to which I can enter in rubbish as answers.....then it lets me in. Others on Twitter are saying the same thing. Such a shame they got this all so incredibly wrong.

VS's reply to someone else this morning reporting the same as me is "I'm sorry for the errors you're experiencing, we are working on getting these issues fixed as soon as possible"

I kept getting the security questions prompt every time I logged in on my iPad. When I then logged in on my Windows PC, using Firefox, it prompted the first time, but then correctly saved my answers and now doesn't prompt to set my security answers anymore.

I suspect the issue is to do with the system not being able to save the security answers on Apple devices or the Safari browser. If you can, try it on a PC or maybe even just a different browser on the Mac.

Again, it's down to sloppy coding and poor testing.

Thanks so much DoomWolf, you were spot on. Instead of using Safari I accessed via Chrome, did the security questions, logged on and then logged off. Subseqent log-ins have not involved the security question prompts....hooray!!

Unbelievably unprofessional to even contemplate going live with anything web related without testing browser compatibility. At least I won't have the security questions now every time I log on!!

Thanks
James

Is it the bar or galley? A330 main serving area for UC is front of plane. I don't think they've moved the bar...

At present the seat map is showning 1-1-1 config. with nothing at all where the bar used to be, just goes straight into PE; at the front, where the galley was, is showing as two blocks of cocktail glasses and there are no seats 1/2/3/4/5A at all! I spoke to FC and asked about it but they were unable to help as their seat map for the flight was blacked out! Have sent of an e-mail just to see if any one comes back to me about it or the fact that neither I or my husband have had the 'Wednesday' e-mail telling us our new FFC numbers. I have howerever had an e-mail telling me that there are 2 people with the same e-mail address & seperate e-mails are required per person now so could I change one - just as well we do have more than 1 but unfortunately until we can get into our accounts neither of them can be changed.

1a to 5a is the staff rest area for overnight flights.
I suspect the seat map is incomplete. According to another post the bar should be at galley 2 but would be good to know while there is still time to change the seats

Are SAS still a partner? They're not listed on the new website. We're on a trip to Japan and the 6 TP earned would have renewed AU for my OH :( As we're away I don't have access to the desktop site, but the mobile site is very scarce on details for how to earn miles with partners (i.e. no info at all except TP earning) and SAS aren't there. That would be a real blow.

Edit: False alarm! The page I visited seemed to be missing most partners. VS directed me to another link and they are still listed. Crisis averted.

Well for the first time since Sunday I am going to post some good news

I contacted the Flying Club Customer Services number and spoke to a brilliant, cheerful lady called Hannah.
So supportive and apologetic for all the current issues. I quickly reassured her I had not phoned to moan or be critical, just I needed help and she certainly did that.

She managed to get to my account and verified the security questions I had set up. She then managed to clear the password I had created and set up a new one for me against my new flying club account.

She then asked me to reboot the FC login page and try to login. With severe trepidation I typed my details and then .... joyful excitement came over me as it worked. My account is now open to me once again.

These poor people at the FC team have been inundated with queries (and probably a great deal of abusive remarks) all week but somehow this lady managed to be friendly and cheerful.

So to anyone else who is having issues, just telephone the FC and they will help. Hopefully you might be lucky and get the agent called Hannah Hev

Been logging in ok using safari on my mac and every time was being asked for my two security question. Just repeated the process using opera and it was informed that my first pet answer was too short (never had this using safari). So used another question with a longer answer and I no longer get the prompt for security questions using safari. Weird or what (bad programming more like)

Well for the first time since Sunday I am going to post some good news

I contacted the Flying Club Customer Services number and spoke to a brilliant, cheerful lady called Hannah.
So supportive and apologetic for all the current issues. I quickly reassured her I had not phoned to moan or be critical, just I needed help and she certainly did that.

She managed to get to my account and verified the security questions I had set up. She then managed to clear the password I had created and set up a new one for me against my new flying club account.

She then asked me to reboot the FC login page and try to login. With severe trepidation I typed my details and then .... joyful excitement came over me as it worked. My account is now open to me once again.

These poor people at the FC team have been inundated with queries (and probably a great deal of abusive remarks) all week but somehow this lady managed to be friendly and cheerful.

So to anyone else who is having issues, just telephone the FC and they will help. Hopefully you might be lucky and get the agent called Hannah Hev

I went through the same process this afternoon, and like you got an agent who managed, as you say, to be friendly and cheerful. As I said goodbye she managed a "and have a great time in New York!" even though we'd actually been talking about passwords and how the name of the town I live in is recorded in their system.

I think I may actually have found a positive change!

The 1.5% fee for paying by credit card seems to have been scrapped, just as BA increase theirs for tickets costing over £500.

Just managed to Login to Shop Away & all of my pending miles have gone everything has gone back to zero, has anyone else had this happen?
On the App it is still saying I am a Red member instead of Gold & my MBNA miles back from the 10th of this month are still not credited to my FC account!!
This update is a complete shambles

All my shops away pending miles also gone - when will VS learn not to implement things before testing testing testing. I think the main driver was to implement before the miles changes came into effect