Current hold times?

[dajop]

What are the current hold times for VA?

Trying to change dates on an award booking, due to SYD situation. Last night on hold for 40mins and was cut off when call centre closed at 8pm. This morning it’s been an hour already.

 

[straitman]

What are the current hold times for VA?

Trying to change dates on an award booking, due to SYD situation. Last night on hold for 40mins and was cut off when call centre closed at 8pm. This morning it’s been an hour already.

You still have few more hours before it will be as bad as Qantas.

 

[dajop]

Problem solved, called the second the Velocity number opened and got through straight away whilst I was still on hold for the general number...

 

[lobo76]

Can't remember where I put my card - anyone have the platinum number handy?

 

[dajop]

Do VA allow early check in of luggage? Currently on 6pm flight tomorrow waiting for Victoria to clarify if there will be any travel restrictions before attempting to move to earlier flight which will be non cancellable as within 24 hrs (award ticket).

 

[flyingfan]

Can't remember where I put my card - anyone have the platinum number handy?

Says 13 18 75 on my plat card.

I don't find their system very smart - they should be able to tell my status after I key in the membership number as requested, but it still says 'Press 1 if you're red, press 2 if you're silver...'

 

[lobo76]

Says 13 18 75 on my plat card.

I don't find their system very smart - they should be able to tell my status after I key in the membership number as requested, but it still says 'Press 1 if you're red, press 2 if you're silver...'

Cheers - can't cancel my booking via the website (points booking) and the hold time is hours :/

 

[antycbr]

About to brave the call centre lines.

Once again the limitation of VAs information technology systems come back to bite. If your booking is in any way unusual such as points plus pay, upgraded using points, subject to a schedule change or any of the myriad of other possible ticketing issues you have to call.


They need an emergency option where you can just mark the booking to be cancelled and VA back office ticketing sort it out later.

 

[antycbr]

They’ve told me about the parental pause enough times to make me think that you’d need to have VA on hold at the point of conception to access this benefit. Puts an interesting spin on Virgin...

 

[henrus]

Cheers - can't cancel my booking via the website (points booking) and the hold time is hours :/

For points or points plus pay bookings use the urgent email address. They say only use it for bookings in the next 48 hours but I've previously used it for bookings further away.

[email protected]

In the initial email make sure you include your name as on the account, velocity number, booking reference, all the passenger names on the booking, flight numbers/dates and then clearly explain what you want done.

I've used this email a few times now and have typically got very quick response with 100% success.

 

[HTG2016]

For points or points plus pay bookings use the urgent email address. They say only use it for bookings in the next 48 hours but I've previously used it for bookings further away.

[email protected]

In the initial email make sure you include your name as on the account, velocity number, booking reference, all the passenger names on the booking, flight numbers/dates and then clearly explain what you want done.

I've used this email a few times now and have typically got very quick response with 100% success.

Thank for the info , need to cancel a points booking for 25th December due to Sydney situation

 

[stig_aus]

Anybody having any luck even getting in a queue at the moment? Every time I call through I get and automated message saying they can't take my call and to try again later. Incredibly frustrating because my flight SYD-ADL was moved from the 22nd to the 23rd (obviously won't be going), but is showing as flown in my booking so I can't cancel it online.

 

[SeaWolf]

I've just called and am now on hold for a booking I can't cancel online. I'll report back on hold times.
I have to admit I'm tempted to give the email address that henrus has told us about a try instead, though this isn't a points booking, so I'm not sure if that email address would be the right one.

 

[a330j]

I can't get through. I have a flight I can't cancel online and keep getting a message that they are not taking any calls.

 

[sanne]

Try sending a message, that sometimes works.

 

[SeaWolf]

I was on hold for one hour and ten minutes before getting through. Understandable in the circumstances and she sorted it out in about two minutes.

 

[Finale]

For points or points plus pay bookings use the urgent email address. They say only use it for bookings in the next 48 hours but I've previously used it for bookings further away.

[email protected]

In the initial email make sure you include your name as on the account, velocity number, booking reference, all the passenger names on the booking, flight numbers/dates and then clearly explain what you want done.

I've used this email a few times now and have typically got very quick response with 100% success.

Thanks! Was on hold for half an hour and got sick of it so sent an email at 9:30 and got an email saying it's done at 12:10.

 

[RickyT84]

Just got off the phone with the Velocity Frequent Flyer team after being on hold for about 1hour 45mins to sort out a J reward flight.

Was pleasantly surprised when I was told that no additional points will be charged for a flight I moved to February.

Hope the new J class will be launched by then.

 

[SurryHillsFlyer]

I was able to get through after 2.5 hours on hold for a reward flight that had already departed. The operator was great, apologised for the long wait times, completely understood the circumstances and refunded the points.

 

[Pele]

G'day

On hold for 25 minutes this morning. No status.

Blows QANTAS away.

Pele.