30+ mins & counting to make a simple domestic Flexi Change

[yohy?!]

Still on the phone to VA now, need to make a simple change to a flexi for today from one flight to another. Cannot do it online as I have already checked-in (why can't I cancel OLCI online like with CX for example?)

Contact Centre then tries to ask me to pay the pay difference (already paid it for a previous change) - 10 mins of 'checking' to figure that one out

Contact Centre tries to charge the assistance fee of $35 - ah no, it's VAs choice that I'm speaking to you and you're the one wasting my time during a work day!

Another 20 mins (and counting) of checking with 'Priority Desk' for god knows what reason....beyond a joke - contemptuous treatment of customers buying some of the most profitable fares for VA. I'm a VA supporter but it's things like these that just keep pushing me back towards QF for this type of domestic travel.

 

[anat0l]

What gives you the impression QF could more easily get you out of a similar mess?

 

[yohy?!]

What gives you the impression QF could more easily get you out of a similar mess?

Prior experience.

 

[edy4eva]

Been there done that. Just have them cancel the check in (takes 10 seconds?). Have them stay on the phone while you do the flight change online, just in case.

 

[yohy?!]

Been there done that. Just have them cancel the check in (takes 10 seconds?). Have them stay on the phone while you do the flight change online, just in case.

Yea previously it's been easy but this fare difference seems to have thrown a spanner in the works. They ended up having to cancel the booking then tried to get me to accept a new booking in saver class- my response was 'not good enough, try again and call me back' ...I'm not holding on another 45 mins!

 

[bullerdude]

In the call centers defense they are probably dealing with limitation built into the system (or incompetence in building the system?) meaning that can't easily service your request.

I've also had similar situations in the past where they struggle with changes to Flexi fare so I think its fair to say that VA needs to acknowledge that they need to solve problems with changing flexi fares.

On other note, last month I had a Flexi fare changed via the call center as a I couldn't change it online. A day after the change went though I noted online that the flight had reverted to the original booking, and not the new flight!!!

After calling up VA the lovely lady presumed that for some reason the flight hadn't ticketed and that the back-office review team had pushed the change back as the $35 assistance fee hadn't been charged.

So I said that we bull**** (in nicer words) as I received a e-ticket for the flight. With that fact she agreed that what had happen was plain wrong and shouldn't of happened.

Pretty poor form on VA I think - effectively they cancelled a ticket with no notification.

 

[dk4]

...need to make a simple change to a flexi ...Cannot do it online as I have already checked-in

I thought that Virgin's fare rules were that once you check in, you commit to showing up for that flight (unless you fly ahead), and all flexibility in your ticket is then voided?

 

[yohy?!]

finally got the right eticket issued, no sign of an apology but they did call back at least.

 

[yohy?!]

I thought that Virgin's fare rules were that once you check in, you commit to showing up for that flight (unless you fly ahead), and all flexibility in your ticket is then voided?

i think that's in respect of no-show rules meaning once you check in you can no longer get a cash refund if you no show, nothing stopping you from cancelling your checkin though and changing the flight without penalty which is something i do quite regularly at present

 

[serfty]

Unless there is a compelling reason to do so, I do not check in for VA flights until reaching the airport.

 

[notzac]

I've had VA reverse my check in before so they could adjust the reservation - seemed relatively straight forward to me. Sounds like you got a couple bad agents (though it seems that's increasingly easy to do..)

 

[Milefest]

Unless there is a compelling reason to do so, I do not check in for VA flights until reaching the airport.

Sometimes people cancel and you can get a row 3 seat the night before through seat selection

 

[esseeeayeenn]

Unless there is a compelling reason to do so, I do not check in for VA flights until reaching the airport.

... and I'm yet to discover such a compelling reason.

 

[JohnK]

Unless there is a compelling reason to do so, I do not check in for VA flights until reaching the airport.

Lack of reliability of public transport.

I usually plan to get to airport ~1 hour from flight departure but in my experience public transport simply does not cut it. Any delays and there will be a struggle to make check-in on time.

I usually travel with luggage so defeats the purpose but using OLCI makes me feel a little more secure.