Extended hold times to VA Platinum Desk

[drewbles]

I'm trying to redeem one of my complimentary J upgrades so have to call to do this.

I've now been on hold over 15 minutes (after entering my WP number).

In the past, i've never held more than 10-15 seconds.

Has anyone experienced similar delays? Or have I hit the lunch time rush...

 

[Comoman]

Hmm - called 30 mins ago and was answered in 1 ring....

 

[Fruitcake]

I just called. I was on hold about ten minutes after entering my Velocity number then ended up in Manila. The operator there was able to process a freebie platinum upgrade easily but things fell apart when I tried to chase up a missing IHG Priority club status request ('You have a query about India - Hotel - Golf?'). To the guy's credit, he immediately realised he was beyond his depth and tracked down a "senior phone operator" who seemed to be part of an onshore team.

What's the most reliable way of reaching the gold/plat team? I've noticed that calling 131 875 and 13 67 89 both lead to the same place these days (ie 'Welcome to Virgin Australia...'). I've been calling 02 8667 5924 ('Welcome to the Velocity membership contact centre...') and entering my Velocity number - and this is the first time it hasn't worked. (I define 'work' as reaching an operator who (a) doesn't sound like they're on the end of a 1200 baud VOIP connection, and (b) isn't obviously script-driven.)

 

[esquire]

Just phoned - 7 minute wait - also to Manilla. Good service - however the Virgin flexi fare refund/rebook/pay the cc fee twice... does my head in. From now on I'll only book VA flights last minute - it not worth the pain.

 

[Fruitcake]

I needed to call them again later in the afternoon - one ring and answered locally. Someone else has pointed out to me that it seems their queue overflow management is rather aggressive. It seems that if local lines are full, you're sent to the Manila queue and even if an operator becomes free on the gold/plat desk locally before Manila picks up, you're still waiting in the Manila queue.

That person's tactic is to call back if he waits more than a minute. That's probably what I'll look to do from now on.

As it happens my problem was at the IHG end - Priority Club received the request for my status match and set up a platinum account in my name (I wasn't a member previously) but didn't bother to tell me about it or send me anything.

 

[drewbles]

After my 15 minute hold I got 'Welcome to Velocity Platinum' and was a local accent.

I've also had a few other people complain about the hold times recently. I wonder what's going on over at VA? Someone shuffling things and laying staff off (perhaps Steve Purvinas has been whinging loudly enough about QF to drown out layoffs at VA ) or their PBX is as mentioned being overly nuts.

 

[Fruitcake]

After my 15 minute hold I got 'Welcome to Velocity Platinum' and was a local accent.

I've also had a few other people complain about the hold times recently. I wonder what's going on over at VA?

Maybe the lines are clogged with plats complaining that the neighbour's dog has flogged their free AFR?

 

[drewbles]

Dragging this one up again. I called today (131875), went to the option to talk to the Velocity people, entered my WP number and got 'We're transferring you now', got a recording about monitoring, then put on hold to a blues version of 'somewhere over the rainbow'. I gave up after 10 minutes again.

I'm not one to wear the DYKWIA shirt (despite owning one ) but surly 10 minutes is poor for any hold time, let alone a WP? FYI this was around an hour ago, approx. 4pm AEST.

 

[bullerdude]

The problem I have had recently is that when I enter my membership number, the system fails to transfer me through to the Plat desk - So i have to wait for every on the normal like simply to ask for a manual transfer :!:

 

[Bolthead]

I tried the Plat desk twice in as many days (today and yesterday) and I got straight through... I was enquiring about a reward seat on ANZ and the girl was helpful but said that there were no seats available. I accepted this and then hung up. Less than 5 minutes later my mobile rang and it was a lady from the international desk confirming that the flights where available on ANZ. I thought that was terrific service. ( I didn't take the seats in the end) They couldn't do enough to help me. Good work Velocity team!!!


Sent from my iPad 2 using AustFreqFly app

 

[straitman]

The problem I have had recently is that when I enter my membership number, the system fails to transfer me through to the Plat desk - So i have to wait for every on the normal like simply to ask for a manual transfer :!:

Are you guys selecting option #2 when you call?

 

[Bolthead]

Are you guys selecting option #2 when you call?

I am, however I have experienced problems in the past when entering my Velocity number. I know this seems a little parionoid but I am wondering if some of the issues stems from the type of phone (quality of the tone). I have more problems at home but at work I always get through with no issues. Also, can it be business hours vs. after hours that effects the success of getting through in a timely maner? Food for thought!?

 

[drewbles]

Are you guys selecting option #2 when you call?

Yup. I enter my FF # and get 'We're transferring you now' and then I get to hold. Every time i've gotten straight through, i've done it the same way. I have tried from a landline and a mobile, both net the same results for me these days.

 

[drewbles]

I am, however I have experienced problems in the past when entering my Velocity number. I know this seems a little parionoid but I am wondering if some of the issues stems from the type of phone (quality of the tone). I have more problems at home but at work I always get through with no issues. Also, can it be business hours vs. after hours that effects the success of getting through in a timely maner? Food for thought!?

DTMF (the tones on your phone when you press a button) often get lost in the process. This is especially prevalent if somewhere is using VOIP technology (SIP with bad codecs and incorrectly configured DTMF support for technical people). I've seen this on a regular basis in my day job, and it's invariably some dodgy telco downstream. For this type of thing, it should work, but it's possible that things can go awry.

 

[Deleted member 29185]

DTMF (the tones on your phone when you press a button) often get lost in the process. This is especially prevalent if somewhere is using VOIP technology (SIP with bad codecs and incorrectly configured DTMF support for technical people). I've seen this on a regular basis in my day job, and it's invariably some dodgy telco downstream. For this type of thing, it should work, but it's possible that things can go awry.

I certainly wouldn't attempt to argue with your knowledge, but I'm not so sure it's entirely those reasons. I have trouble too and I use a white "normal" Telstra phone, no VOIP, Telstra is my carrier and I don't have issues with other "push 2 now" type (annoying) services. Further to that, it only seems to happen on the 131875 number. 02 86675924 seems to work for me (and I don't have to push button 2 on the NSW number). More to the point, the plan I'm on includes all national numbers at no additional charge but the 13 numbers I have to pay extra for.......win, win.

 

[bullerdude]

Yup. I enter my FF # and get 'We're transferring you now' and then I get to hold. Every time i've gotten straight through, i've done it the same way. I have tried from a landline and a mobile, both net the same results for me these days.

That would probably be my problem... I have been pressing 1 and then following the prompts to modify a booking and then entering my Velocity number at a later stage, which doesn't get me transferred.

Thanks for clearing this up

 

[LiamR]

Hmmm, called up to do a J upgrade this morning and had to wait on hold for the first time, took about 10mins before someone attended to my call.

No big deal, I just put the phone on speaker and attended other things. Although I'd really prefer if Virgin didn't put One Direction as their hold music. :shock:

 

[drewbles]

I certainly wouldn't attempt to argue with your knowledge, but I'm not so sure it's entirely those reasons. I have trouble too and I use a white "normal" Telstra phone, no VOIP, Telstra is my carrier and I don't have issues with other "push 2 now" type (annoying) services. Further to that, it only seems to happen on the 131875 number. 02 86675924 seems to work for me (and I don't have to push button 2 on the NSW number). More to the point, the plan I'm on includes all national numbers at no additional charge but the 13 numbers I have to pay extra for.......win, win.

Yes but just because you're using a PSTN service does not mean there isn't VoIP in the path. It's more likely than not that virgin are using VoIP at least somewhere, and this can cause issues. It's also more likely than not to be going over some kind of SIP trunk at Telstra.

Alas these days, you just can't tell

 

[lazybones1987]

No big deal, I just put the phone on speaker and attended other things. Although I'd really prefer if Virgin didn't put One Direction as their hold music. :shock:

They could introduce a new feature where they play your favorite "hold" songs after you enter your FF number.

 

[Deleted member 29185]

Alas these days, you just can't tell

Yeh we can..........it doesn't bloody work all the time!

I wonder if one can buy a cough tablet for Telstra?