My grumble

[bean]

Been on the phone with the call centre for 40 mins so far just to make a credit card payment for an existing booking....unbelievable! And still waiting...

Virgin your Phillipines call centre is disgraceful!!

 

[JohnK]

Not good.

Virgin and Qantas in a neck and neck race to the bottom.

 

[ozjuice]

Certainly not perfect with wait time etc but i have to say i have never had anything but very helpful service and always been very pleased with the experience. The only issue i ever had was certain misinformation of complicated rulings.

 

[bean]

Just wow...after my initial post (40+ minute mark) and still waiting I asked to talk to a team leader. I was then put on hold for a further 20 mins listening to music without so much as a 'sorry to keep you waiting'

And this was for 3 business class airfares...just disgraceful

 

[bean]

Certainly not perfect with wait time etc but i have to say i have never had anything but very helpful service and always been very pleased with the experience. The only issue i ever had was certain misinformation of complicated rulings.

I could tell at the 10 minute mark the lady had no idea what she was doing. It's not necessarily her fault-obviously she hasnt recieved adequate training.

Just very very frustrating. I could understand if it was a complex request, but a credit card payment....??? Disappointing

Mind you this was following a 15 minute wait time to talk to the initial contact. Total time on phone 1 hour and 20 mins...good thing I'm on annual leave today

 

[ozjuice]

Well be sure to note all details and follow up with a complaint via the VA website.

 

[tomo69]

I must of had a 46 minute wasted phone call with the same woman yesterday. Very simple request, no action. Not happy. Gripe to follow in new thread.

 

[tomo69]

Well be sure to note all details and follow up with a complaint via the VA website.

I complained via Twitter and was told to call the call centre, then sent a detailed email complaint and requested a call back or email........ nothing!

 

[Ausbt]

What's your status though? I've never had a problem with the Platinum team. The website, regarless of status, is a different story of course.

 

[ozjuice]

I really am so surprised by your experience. Every single time i have called them they have been wonderful and can't help me enough. Obviously wait times but perhaps status helps me a little.

 

[bean]

What's your status though? I've never had a problem with the Platinum team. The website, regarless of status, is a different story of course.

Regardless of red, silver gold or platinum spending 45+ minutes on a phone with someone would suggest anecdotaly there is problems with training and the capability of the call centre.

 

[tomo69]

Regardless of red, silver gold or platinum spending 45+ minutes on a phone with someone would suggest anecdotaly there is problems with training and the capability of the call centre.

Status should not reflect the level of customer service.

Apologies bean for hijacking your thread, intention is only to back you up.

 

[ozjuice]

Of course status will help in customer service the same way status gets all the other perks. It will prioritise your queue for a start.
However, i am still surprised it took you so long. That is crazy!

 

[bean]

Of course status will help in customer service the same way status gets all the other perks. It will prioritise your queue for a start.
However, i am still surprised it took you so long. That is crazy!

Yes it's was quite extraordinary. lol at the 50 minute mark I actually got up and made lunch and ate it...all whilst listening to the hold music.

Everyone has bad days and for all I know it may have been the poor girls first day on the job.

But it would seem she was not ready to 'go live', or at least should have had a minder sitting with her to help.

Anyway life goes on I just hope Velocity compensate with with some points as way of an apology for such a waste of my time.

 

[clipped_wings]

It seems I always get an Aussie answer the Velocity phone, then I am forwarded to overseas to complete my enquiry. So it's hit and miss for me. Some days it's great, but other days it's downright infuriating. Not because I am placed overseas, but because sometimes the information given is contradictory to the last person I spoke with.

 

[Oxy]

I can beat that today with QF. Have an award booking that has been changed or cancelled, was on hold for 74 minutes listening to a voiceover telling me to change it online! Then my call dropped out...
Not happy at all.