Enough is enough!

[Shudai]

I am really, really sick of trying to get any kind of answer from Virgin on the new system.

We all know that the website is a complete and utter disaster, and many of us have been waiting (in my case, more than a month now) for points / SC to appear online. My calls to Virgin have all been a complete waste of time and there is simply no movement from them.

I strongly urge everyone to make their feelings known in such a way as to embarrass Virgin into taking some kind of action - I suggest a comment on their Facebook page is a good start - just search on 'Virgin Australia'.

I'm a very regular Virgin flyer, but I have very nearly had enough.

 

[MarkD]

Been an awful lot of these threads of late huh! read down the page a bit mate, there are plenty of others who are just as POed

Mods can we have a What Pisses me off about virgin thread, as all these different threads are making it unreadable...... Almost appears the Virgin IT Guys have been cut loose on here LOL

 

[eastwest101]

Been an awful lot of these threads of late huh! read down the page a bit mate, there are plenty of others who are just as POed

Mods can we have a What Pisses me off about virgin thread, as all these different threads are making it unreadable...... Almost appears the Virgin IT Guys have been cut loose on here LOL

Very true - but I feel really sorry for the poor moderator whom would have to merge all those threads into one big mega-thread.... what a thankless job.

 

[jetlagger]

I am really, really sick of trying to get any kind of answer from Virgin on the new system.

We all know that the website is a complete and utter disaster, and many of us have been waiting (in my case, more than a month now) for points / SC to appear online. My calls to Virgin have all been a complete waste of time and there is simply no movement from them.

I strongly urge everyone to make their feelings known in such a way as to embarrass Virgin into taking some kind of action - I suggest a comment on their Facebook page is a good start - just search on 'Virgin Australia'.

I'm a very regular Virgin flyer, but I have very nearly had enough.

Unsure of the sectors that you frequent so often, though perhaps you can look at other modes of transport or alternate airlines if Virgin is not up to your desired level.
Cheers,
jl

 

[grubbidok]

Given today's enhancement announcements by QF that essentially stop international J upgrades from Perth and Adelaide (and to a lesser extent Brisbane) and condemns all non-LDN European pax to 10 across Y in a 777 I'm still more than happy I made the jump to VA. I do agree that VA really need to pull their finger out though, this shouldn't be a race to the bottom.

They've definitely ballsed up the entire year thus far, but perspective is useful (i.e. there are other options, some of which are much worse than VA), and I expect (i.e. hope) they'll regain their previous momentum. They really should have been more accommodating in their transitional phase than they have been though.

 

[oliverd]

It's always taken a few days for points to credit for domestic VA flights - and even longer with the new system (a week so far since my last domestic sectors and nothing has shown up). But the speed of Jetstar points crediting to QFF still sets the frustration benchmark IMHO!

 

[leemin]

My points and SC this year have credited in normal time (i.e. a couple of days)

 

[KCMil]

I was amazed, flew MEL-CBR on a friday, upgraded using points, points were in my account on the following Wed morning, I got J class status credits as well.
The return flights on the Sunday were point redemptions and also comp upgrades as a sorry for issues during booking process resulting in 3.5 hour wait to velocity. Those points blew me away by being in my account on the Monday at about lunch time.
But I am still very unhappy with current situation with bookings / call centre wait times and little glitches happening.
I know three VA staff who are so stressed with the whole process they are actively seeking other work, sadly one is a real lounge angel in Melbourne who I'd be devistated to see leave.

 

[bullerdude]

Well Virgin have appointed their first CIO - am hoping that they have recognized that their IT systems need a lot of improvement.

Virgin Australia has appointed its first chief information officer as it pushes ahead with its IT optimisation program.A spokesperson for the airline today confirmed former Sabre and Qantas executive Lawrie Turner has been appointed to the role.
Turner was most recently chief information officer at Queensland rail freight company Aurizon (formerly QR National), where he worked with former Qantas colleague Curtis Davies. Prior to that he was chief information officer at Optus.
Turner previously worked with Coles and David Jones and also spent 14 years with Qantas, followed by a two-year stint with Sabre in the UK.
Virgin Australia last month switched on its Sabre-powered ticketing and reservation system, bringing its former international and domestic arms onto one platform.
The introduction of the CIO role at Virgin Australia will allow the airline to “actively pursue a focus on optimising all of our IT functions,” the Virgin spokesperson said today.
Copyright © iTnews.com.au .

Source: Virgin Australia brings in veteran CIO - Training & Development - Business - News - iTnews.com.au

 

[Deleted member 29185]

Well Virgin have appoint their first CIO - am hoping that have recognized that their IT systems need a lot of improvement.

Better two years late than never I guess.

I hope they've set up a trundle bed for him in the office.

 

[DSFlyer]

I flew Gold Coast to Sydney on Thursday return on upgraded Flexis both ways, service was impeccable, and the points and "J" status credits were in my account yesterday. J was full on the way down and only 4/8 on return to GC

 

[KCMil]

I do happen to know that the IT department and it's contracted assistance are working 24/7 to get things online asap. I was also told that JB has been kicking backsides and setting deadlines. Just wish they'd communicate all this to their FF's. Just a few lines from JB to give his word to fix things.

 

[Deleted member 29185]

JB has been kicking backsides

Buck stops at the top.

 

[oz_mark]

I was also told that JB has been kicking backsides and setting deadlines.

If he's just getting to this now, then he needs his own backside kicked.

Ultimately he presided over this debacle, and he is the one I hold accountable for it.

 

[dmw144]

I flew Gold Coast to Sydney on Thursday return on upgraded Flexis both ways, service was impeccable, and the points and "J" status credits were in my account yesterday. J was full on the way down and only 4/8 on return to GC

I thought upgrades were only given the original status credits - not the upgraded status credits?

 

[Deleted member 29185]

I thought upgrades were only given the original status credits - not the upgraded status credits?

A glitch in our favour, possibly to do with the reward promo.

 

[KCMil]

If he's just getting to this now, then he needs his own backside kicked.

Ultimately he presided over this debacle, and he is the one I hold accountable for it.

I would agree, if, prior to the swith over they knew exactly which problems would occur, and if I could be confident that each and every issue with the IT system was being fully reported through to the CEO. But how many companies accurately feed ALL information to their CEO knowing what his response would likely be without trying to fix it first and not tell him. I am assuming that his awareness has come from the feedback he has been given directly by some closer to him. Middle management, in many places but noteably VA seem to be very good at averting certain details that may make them look bad!
That was something even Geoff Dixon used to complain about at QF.

 

[rtyuiop]

The CEO's job is to put reporting structures in place that work effectively for him, and to make decisions without necessarily having every piece of information (risk management) - that's why (in theory - many times in practice it's because they're good at selling themselves) they get paid the big bucks. If JB didn't hear about the problems quickly, that in itself is his fault. If nothing else, if problems were hidden a quick glance at the VA facebook page (or AFF) would clear it up!

I also don't think that's the case - I'm very confident the problems would have been known about all the way up the chain. It's possible they were overly optimistic on the timeframe for fixes though...

The only thing I have real problems with is the near-complete lack of communication about the issues, what can be done to work around them, and when fixes are expected...

 

[oz_mark]

The only thing I have real problems with is the near-complete lack of communication about the issues, what can be done to work around them, and when fixes are expected...

The very real problem is that they won't even admit issues, let alone give timeframes for resolution.