Velocity Frustration

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Just sent this email off to the powers that be at VA. Starting to get very frustrated...

Dear Mr VA,

I just called up the GCC in relation to booking an international multi-sector rewards booking that I could not book online. After 7 minutes I got through to Santina in Brisbane who was limited by her system and transferred me through to an overseas call centre explaining my request to the operator prior to him talking to me, this is where it went downhill. The operator's level of English was not at a standard that he could understand what she had told him, so I had to explain want I wanted to him very slowly so he could understand. I was then placed on hold while he was looking up the availability, and after 5 minutes the phone was answered by someone else saying "Welcome to VIrgin Australia, how may I help you" with no knowledge of any of my previous conversations. At this point I hung up as I could see I was going to get nowhere with your overseas call centre.


This level of service is rubbish, why do your platinum line operators in Brisbane not have full access to every aspect of the booking system? The level of service received from the overseas should not be experienced by any of your customers let alone the most loyal. It's time to get your systems in order and get rid of the overseas call centres. Virgin needs to get back to the brilliant customer service it was once known for, as it is really sliding at the moment testing my patience and loyalty.

Kind Regards,

jneufeld
 
Steve Dyer said:
Hi Guys
I would be interested in understanding if my case is isolated or something more.
I have been waiting since a few days after the Sabre Upgrade for some SC's and points. Also I have taken a number of flights since. All up about 120 SC's.
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Similar here - as I have reported in other threads mine were 6 flights (3 by me, 3 by son who FAmily Pools to me :D) taken on 10 Jan. They were booked on 9 Jan before the Velocity account freeze due to the Navitaire to Sabre changeover.

contacted the SG contact center sorry that will take 10 days, that passes still nothing, call again and the process starts again. Is it just me or are others having the same issue?
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Similar to my situation. I know of about 30 AFF'ers who are in the same situation - from the other threads and a couple of familiar names already posted on this thread

Mine was fixed yesterday AM and all have posted correctly - after I escalated it.

The CS staff were left with the downstream effects of the transfer not going as smoothly as Management had hoped. The flooding of their building (basement) also meant they had to transfer some operational and CS staff to an offsite location in order to continue service.

For those whose flying will mean qualifying or re-qual, I see those as being the most aggrieved, however my outcome as reported yesterday means I have not lost time in accessing the higher benefits.

Being patient is never easy :eek:. They are certainly aware of the loss of revenue from the effects of the changeover and are keen to bring it back.

jneufeld said:
Just sent this email off to the powers that be at VA. Starting to get very frustrated...
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A good call jneufeld ;).

I got through to Santina in Brisbane
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Also had the pleasure of talking with her yesterday (my first VA Plat Desk call) and she had similar issues but was able to find a workaround. Mine was nowhere near as difficult as your issue...
 
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UPDATE - I contacted Virgin CC yesterday and was greeted by someone in BNE as a SG so I was happier from the start. Now she did say she could see all the previous attempts to get the SC sorted, however she would manually process and they should appear in the next hour or so. That is 24 hours ago and still no change. However I have undertaken a BNE-SYD-BNE on the same day on the 4th FEB and the BNE -SYD has posted but not the return. Booked on same booking reference. She commented this is very common at the moment. I usually dont care so much but about to tick WP and I want to do an upgrade on a new booking to LA to J so being WP will help with this. Just frustrating that nothing seems to be working. Even when in transit, a simple task of changing a flight or seat is taking far longer and often require a Sabre staff member to attend to assist at the moment.... Lots of flying at the moment and i should not need to keep on top of this...
 
Very frustrating!! I spoke to someone in BNE last week re 160 SC's owed for 11 Jan trip they said the same thing re appearing in the next hour or so still nothing but did receive an email last night saying that the claim has been submitted and if eligible will be posted to my account in 14 days (nearly 2 months later) although as I said in an earlier post they gave me a $1000 for the inconvenience of the delay in LAX so one would think it would be a no brainer that I would be eligible for the SC's and points, luckily review date is not till Aug. Flew BNE-NTL 2 weeks ago return trip also has not yet posted. Flew BNE-CBR-BNE Monday SC's showed up the next day, go figure. I just hope they get it right soon sick of having to worry about it!
 
Lindsay Wilson said:
A good call jneufeld ;).
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That email was sent at 12.05pm, at 12.45pm I received a call from VA saying they would deal directly with the overseas call centre and call me back. I just can't understand why no-one in this country has access to those facilities??
 
jneufeld said:
I just can't understand why no-one in this country has access to those facilities??
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It's pathetic really. I tried to find out redemption points needed to do BNE-MLE a number of months ago. The O/S int team member I spoke to said I'd need to go via AUH. I suggested to him I'd prefer to go via SIN, to which he replied it would be far too expensive. I asked him to check and all of a sudden it went very quiet on the other end. It turned out to be considerably cheaper. So much so , he then wouldn't tell me how much via AUH was.

Hopefully, sabre will allow us to do this on the web. I'd rather look for myself than try to communicate with O/S via a phone and the inherant language hurdles.
 
swanning_it said:
Hopefully, sabre will allow us to do this on the web. I'd rather look for myself than try to communicate with O/S via a phone and the inherant language hurdles.
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At the rate they are going it may be quicker to walk to where you need to go than to try and book through the overseas call centre.
 
The Sabre Project team are having post-implementation drinks this afternoon (they are working from the building next to mine). Tempted to run over a couple of them :eek:
 
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Lindsay Wilson said:
The Sabre Project team are having post-implementation drinks this afternoon (they are working from the building next to mine). Tempted to run over a couple of them :eek:
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Surely more of a wake than a celebration!

Oh to be a fly on the wall. The conversation ......
 
Had I left work earlier I would have stopped and had a chat...telling them what we think of the post implementation...problems, frustrations, loss of revenue, etc
 
Come on Velocity - sort it out. Been waiting nearly two weeks for status credits and points. Oddly, the return leg has been credited to my account, but not the out bound. Phoned velocity to ask for it to be manually credited, and the lady was very friendly, but that was several days ago and no sign of my scs/points. Glad I am not flying with VA every week at the moment, as that would be a lot of boarding cards to keep hold of to ensure points are credited!
 
Can I just say again how much I hate using the website?

I hate it.
 
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Warks said:
Can I just say again how much I hate using the website?

I hate it.
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If we had multiple "like" pushes available to us, you'd be blown out of the stadium!

I agree whole heartedly!

The website sucks in a big way!
 
swanning_it said:
If we had multiple "like" pushes available to us, you'd be blown out of the stadium!

I agree whole heartedly!

The website sucks in a big way!
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What is really annoying me is that Virgin have not even done so much as acknowledge that there is an issue, and advised on a time frame as to when things will be back to an acceptable level! Hardly a way to treat so-called valued customers.
 
I had collected 16 boarding passes from flights I had taken and wasn't credited or not credited correctly (jointly with another member pooling to me) between Jan 16 and Feb 1. Started to get frustrated with the whole process of online and called, all manually credited over the phone although did take 1.5 hours :) but all sorted...thought I would end up with enough boarding passes to build a novel if it took any longer.
 
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