Is there still a Platinum or Gold call centre service ?

[ja1]

Does VA still have a (separate?) Gold/Platinum service desk ?

In the past it'd prompt you to put your FF number in and then redirect you.. but at the moment that doesn't seem to exist..

The premier service desk was always easier to deal with. Both were fine but clearly more training and more ability to think about ways to help the customer with the premium desk..

 

[ja1]

I've still not managed to get through. The normal IFR system used to ask you to put in your VFF number at some point and then worked out which desk to send you to based on status.

Current system doesn't ask for VFF at any point so.. unless someone else has inside knowledge, does this mean no more Gold/Plat service desk - which may hopefully come back down the track - but in the meantime, another loss of amenity that was actually really useful/valuable :-(

 

[ja1]

And.. i did get through and a lovely person help me out.

So if you do want to get to the Gold/Plat desk:

- Don't use the general number as it likely won't redirect
- Use the VFF number: 13 18 75
- the key sequence is going to be 1 / 1 / 3 / 1 (if Gold) or 1 / 1 / 4 / 1 (if Plat)

IFR may be broken on the VFF number/pass part.

Spoke to someone who assured me the Platinum service desk is still running (and operating hours are 7am to 6pm - presumably Mon-Fri).

Got my wife's booking sorted out in perhaps 3 minutes with absolutely no fuss or issues (have to move it down 2 months due to QLD border closure this weekend..)

 

[AIRwin]

Spoke to someone who assured me the Platinum service desk is still running (and operating hours are 7am to 6pm - presumably Mon-Fri).

That is even better than the current Membership Contact Centre opening hours of 09:00 to 17:00 (Monday to Friday) on their website:
https://experience.velocityfrequentflyer.com/member-support

 

[ozstamps]

Had someone there nice re-sked fights this week - no change fee amazingly even on cheapie class fares after Oct 1 as well.

 

[ja1]

I have had to call in a few times now as it hasn't been possible to reschedule flights online. Have gotten through and had no issues rescheduling so far (without any fees). These are all SYD-BNE flights.

Was pointed out to me that VA only run a single daily service in each direction at the moment (8am out, 4pm back) which took my brain a little while to process compared to how different this is from 'normal'..