Hello AFF's
On Friday I tried to use the last of my complimentary platinum upgrades prior to it expiring. The platinum phone line was obviously getting a work out as I could have flown Melbourne to Hobart and still been on hold. Anyway I must have encountered the winning agent of best poor provider of customer service award for the past 3 years running. After ensuring availability on the required travel date to use the upgrade - I was then informed that will be $35. Now I am already booked on a fully flex ticket, however that now makes now difference, if you make contact with guest centre you will be charged $35, as you are modifying an existing booking? Ok so how how else would you like be to redeem a complimentary upgrade? The agent then replied it is properly best that I write in to complain as she has other calls waiting. I beg your pardon? I did phone the platinum dedicated phone line? because I might have been mistaken as it sounds a lot like Tiger or Jetstar. Asked to speak to a supervisor and was hung up on! Now not one to give up easily, but VA are now making it so easy to walk away from you, I dial the number again and hold, I hold for the length of the return trip Hobart to Melbourne. Lovely agent answers the phone, feels like I have called a completely different number (even though both agents clearly mentioned they were in the Platinum call centre) agent apologises for the wait, then listens in horror to my story, explains that if it was her and knowing that I wasn't obviously aware of the changes (changes were apparently buried in an email update back in Jan, advising of the $35 fee to use the complimentary upgrades) she would waive the fee no problem on this occasion, and we do business and use the last upgrade.
Ok, so I have a fee questions:
I am grateful for the complimentary upgrades I receive, however if VA continue to use the term complimentary when clearly it is not they are going to find themselves in a lot of bother. In the age of doing business online you would think there would be a facility to manage this without incurring a $35 fee, but obviously not with VA.
I have raised this with Velocity separately but I am just keen to hear others thoughts on this.
Cheers
On Friday I tried to use the last of my complimentary platinum upgrades prior to it expiring. The platinum phone line was obviously getting a work out as I could have flown Melbourne to Hobart and still been on hold. Anyway I must have encountered the winning agent of best poor provider of customer service award for the past 3 years running. After ensuring availability on the required travel date to use the upgrade - I was then informed that will be $35. Now I am already booked on a fully flex ticket, however that now makes now difference, if you make contact with guest centre you will be charged $35, as you are modifying an existing booking? Ok so how how else would you like be to redeem a complimentary upgrade? The agent then replied it is properly best that I write in to complain as she has other calls waiting. I beg your pardon? I did phone the platinum dedicated phone line? because I might have been mistaken as it sounds a lot like Tiger or Jetstar. Asked to speak to a supervisor and was hung up on! Now not one to give up easily, but VA are now making it so easy to walk away from you, I dial the number again and hold, I hold for the length of the return trip Hobart to Melbourne. Lovely agent answers the phone, feels like I have called a completely different number (even though both agents clearly mentioned they were in the Platinum call centre) agent apologises for the wait, then listens in horror to my story, explains that if it was her and knowing that I wasn't obviously aware of the changes (changes were apparently buried in an email update back in Jan, advising of the $35 fee to use the complimentary upgrades) she would waive the fee no problem on this occasion, and we do business and use the last upgrade.
Ok, so I have a fee questions:
- How can you call something complimentary and then charge for it?
- Why under the terms and conditions on the Velocity Website is their no mention of the $35 fee?
- Surely the use of the word complimentary is a misrepresentation of what is being provided, if you are subsequently then charged a fee?
- Am I wrong in thinking complimentary means free? Does it mean that when I hear the flight attendants say ' Ladies and Gentleman we will be offering complimentary tea, coffee and water on this flight' that I will be charged a service fee when the FA's reach my seat?
I am grateful for the complimentary upgrades I receive, however if VA continue to use the term complimentary when clearly it is not they are going to find themselves in a lot of bother. In the age of doing business online you would think there would be a facility to manage this without incurring a $35 fee, but obviously not with VA.
I have raised this with Velocity separately but I am just keen to hear others thoughts on this.
Cheers