First ever post so apologies if I am a bit long winded.
I am wondering if anyone has had the same experience with the 2 for 1 flights with the Virgin Flyer Credit Card that I have had . On 18 February I called to make a 2 for 1 booking with your call centre from Newcastle to Brisbane return in March. I checked on the website before booking and the Saver Lite fare was $61.50 as these flights were on sale. I was willing to book Saver so that I could take some luggage with me but the sales consultant convinced me to buy Saver Lite as due to my Gold Velocity membership I could bring a bag with me in any case. I agreed with him and when he told me the total sum for the booking (which I note did not include the 2 x $7.70 booking fee – why 2 booking fees if 2 flights for 1?)I did not think to divide the total amount by two to confirm the individual price of the flights. Since then I have checked my invoice and the cost of each flight is noted to be $89. I was a bit surprised by this so I checked the price on the VA website. As the sale had ended the price was indicated to be $77.30 for each flight as Saver Lite, which is still less than the price I paid. On 27 February I called the VA customer contact centre to see if an error had been made or whether I had been inadvertently charged extra for making the booking through the call centre when I had no choice as these bookings cannot be made online. After lengthy discussions with a girl from the call centre (and a few discussions she had with her supervisor) I was informed that there are in fact 3 levels of Saver Lite fare and that when you make a 2 for 1 booking you are not offered the sale fare but the “M” class fare. The girl acknowledged that these three fares are not the Virgin website but are for internal purposes only but could do nothing and instead apologised multiple times for what had happened.
At no stage during my conversation with the sales consultant on 18 February 2013 was I informed that there were 3 such fares. In any case, is it not misleading to have one fare advertised on the VA website as Saver Lite yet charge another without informing the customer? Further, this makes a mockery of the claim that the fare paid is 2 for 1. Maybe 2 for 1.5 would be more appropriate?
I am a loyal Virgin flyer but incidents like these are starting to make me question whether that loyalty is misplaced. I am also troubled by what I had rad on the forums about the problems since the changes to Sabre. I acknowledge that I should have done my sums when making the booking, but the sales consultant, VA website and the T&Cs for the Virgin Flyer card should all indicate that there is more than 1 Saver Lite fare (and possibly more than 1 Saver and Flexi fare?) and that the 2 for 1 offer will not necessarily be for the advertised fare. I have posted this with the Guest Realtions but don't expect a response as they never responded the last time I had a complaint. I am also trying to put it on the VA facebook page without success. Has anyone else had a similar experience or should I just get back in my box and do my maths the next time?
I am wondering if anyone has had the same experience with the 2 for 1 flights with the Virgin Flyer Credit Card that I have had . On 18 February I called to make a 2 for 1 booking with your call centre from Newcastle to Brisbane return in March. I checked on the website before booking and the Saver Lite fare was $61.50 as these flights were on sale. I was willing to book Saver so that I could take some luggage with me but the sales consultant convinced me to buy Saver Lite as due to my Gold Velocity membership I could bring a bag with me in any case. I agreed with him and when he told me the total sum for the booking (which I note did not include the 2 x $7.70 booking fee – why 2 booking fees if 2 flights for 1?)I did not think to divide the total amount by two to confirm the individual price of the flights. Since then I have checked my invoice and the cost of each flight is noted to be $89. I was a bit surprised by this so I checked the price on the VA website. As the sale had ended the price was indicated to be $77.30 for each flight as Saver Lite, which is still less than the price I paid. On 27 February I called the VA customer contact centre to see if an error had been made or whether I had been inadvertently charged extra for making the booking through the call centre when I had no choice as these bookings cannot be made online. After lengthy discussions with a girl from the call centre (and a few discussions she had with her supervisor) I was informed that there are in fact 3 levels of Saver Lite fare and that when you make a 2 for 1 booking you are not offered the sale fare but the “M” class fare. The girl acknowledged that these three fares are not the Virgin website but are for internal purposes only but could do nothing and instead apologised multiple times for what had happened.
At no stage during my conversation with the sales consultant on 18 February 2013 was I informed that there were 3 such fares. In any case, is it not misleading to have one fare advertised on the VA website as Saver Lite yet charge another without informing the customer? Further, this makes a mockery of the claim that the fare paid is 2 for 1. Maybe 2 for 1.5 would be more appropriate?
I am a loyal Virgin flyer but incidents like these are starting to make me question whether that loyalty is misplaced. I am also troubled by what I had rad on the forums about the problems since the changes to Sabre. I acknowledge that I should have done my sums when making the booking, but the sales consultant, VA website and the T&Cs for the Virgin Flyer card should all indicate that there is more than 1 Saver Lite fare (and possibly more than 1 Saver and Flexi fare?) and that the 2 for 1 offer will not necessarily be for the advertised fare. I have posted this with the Guest Realtions but don't expect a response as they never responded the last time I had a complaint. I am also trying to put it on the VA facebook page without success. Has anyone else had a similar experience or should I just get back in my box and do my maths the next time?
