Insisting I pay for two segments despite system issue

[tharaka]

Here's the story.

CMB-MEL doesn't show up as a single journey and it never has on Virgin's website. They have several segments via code share where the single journey doesn't show up.

As I've done several times in the past, I call up Virgin and explain that CMB-SIN and SIN-MEL is available and I want to book a single ticket, they then book this for me without hesitation and charge only 78000 points which is the CMB-MEL price.

Today, they kept insisting that the ticket cannot be booked as a single ticket and wanted me to pay 130K+ which is points for two segments price. I find this ridiculous as it's a simple connecting ticket that they should be able to book as a single journey and charge the end to end distance-based fee!

Has anyone experienced this before?

 

[Mattg]

Have you tried the HUACA (Hang Up And Call Again) method?

 

[tharaka]

Have you tried the HUACA (Hang Up And Call Again) method?

Oh yeah! this post was after the second call.

I was just about to give up and book this through Singapore points but thought of giving it a go for the third time. Well, guess what? got lucky the third time.

Sad to see their call centre performance gone down in recent times. In par or worse off now compared to qantas. Wonder if Virgin and Singapore operate out of the same call centre?!

 

[Bagpuss]

Sad to see their call centre performance gone down in recent times. In par or worse off now compared to qantas. Wonder if Virgin and Singapore operate out of the same call centre?!

Due to some unfortunate family circumstances we had to change a heap of bookings and do a lot of new bookings. At all times the call centre were amazing each and every time. Even to the point of releasing (upgrade) reward seats to business as long as we purchased the cheapest fare for the flights on top of waiving all fees etc of cancelled services.

Circumstances were different yes, but in our experience I the call centre staff we dealt with were all very commendable.

As with any call centre, it depends on who you get.

However, I wanted to make this post and it's easy to post about complaints, but compliments are normally amiss.