Exceptional service from velocity

[DrAndyC]

Today I rang Velocity to enquire re: an international business booking I was making (I was 497 points short out of a couple of hundred thousand). I wanted to know if I could pay for points or if they could fast track crediting points for 2 flights I took yesterday (which were not yet posted). The friendly velocity team member went on hold for about 10 seconds and said, "No problems, as a goodwill gesture you can have 500 points".

I was very impressed. Thank you Virgin. Your customer service here is exceptional and very much appreciated!

 

[mella2007]

Fantastic to hear. Generally the staff on the line in QLD are very good and helpful.
Enjoy your trip

 

[titfilou]

Same here, first time I had to deal with the Platinum service yesterday and great outcome.

I had booked my complimentary flight with American express PER-SYD return. According to Amex you can't pay to upgrade to flexi and any change of flight will be at a fee.

Called velocity platinum desk to enquiry if I could pay to upgrade to flexi and then use points to upgrade to business. The agent said "no worries, I will also waive to change fees for you".

Less than 5 mins and my "non upgradable flight" was upgraded. Total cost of my business flight PER-SYD return $250 + 9900 points.

Im already loving the platinum membership!