I don't know if this has happened to anyone else, but it's getting very frustrating...
Last month I got an email from VA letting me know about a change to a flight booking for April 2015 and that I needed to call up for options. I phoned the VA number (waited on hold for approx 10mins) listed on the email and the call taker couldn't see on my booking what the change was. All of a sudden she realises I am VA WP and that I should be talking to the Velocity platinum desk instead.
They put me through to Velocity and the call taker on the phone looks up the booking. She told me she could see what the change was but couldn't tell me because I needed to talk to the platinum desk! I said I was happy to talk to them, but it was their policy that I absolutely had to talk to the platinum desk. They put me through (finally) to the platinum desk, looked up my booking again but the rep couldn't see what the change was. I was getting very frustrated. I was put on hold and after a while they returned to inform me that all that had changed was a flight arrival time had increased by 5mins.
After spending nearly 40mins on the phone, I was told that I would lose 5mins of my time in April next year. I don't get how this should have been so difficult.
Now yesterday, I received an email for a different booking telling me a flight time had changed by 15mins and asking to accept. The link in the email was broken so I couldn't accept. Wary of my experience last time, I didn't bother phoning up to agree. Today, I receive another email (presumably a follow up) asking to agree. The link in that email was broken also! I am getting very frustrated and am not too keen to call up again.
This really shouldn't be so hard!
As a flyer who has primarily been with QF and only recently switched a lot of my flying to VA, I am getting very embarrassed for VA!
Last month I got an email from VA letting me know about a change to a flight booking for April 2015 and that I needed to call up for options. I phoned the VA number (waited on hold for approx 10mins) listed on the email and the call taker couldn't see on my booking what the change was. All of a sudden she realises I am VA WP and that I should be talking to the Velocity platinum desk instead.
They put me through to Velocity and the call taker on the phone looks up the booking. She told me she could see what the change was but couldn't tell me because I needed to talk to the platinum desk! I said I was happy to talk to them, but it was their policy that I absolutely had to talk to the platinum desk. They put me through (finally) to the platinum desk, looked up my booking again but the rep couldn't see what the change was. I was getting very frustrated. I was put on hold and after a while they returned to inform me that all that had changed was a flight arrival time had increased by 5mins.
After spending nearly 40mins on the phone, I was told that I would lose 5mins of my time in April next year. I don't get how this should have been so difficult.
Now yesterday, I received an email for a different booking telling me a flight time had changed by 15mins and asking to accept. The link in the email was broken so I couldn't accept. Wary of my experience last time, I didn't bother phoning up to agree. Today, I receive another email (presumably a follow up) asking to agree. The link in that email was broken also! I am getting very frustrated and am not too keen to call up again.
This really shouldn't be so hard!
As a flyer who has primarily been with QF and only recently switched a lot of my flying to VA, I am getting very embarrassed for VA!