New Virgin Platinum Phone Service

[QLD'r]

So I called Virgin yesterday, punched in my Velocity number, and was transferred to a new Platinum line, which was answered immediately, just like the Qantas Platinum Service Desk. I was pretty impressed with the Brisbane based service, quick and easy, unlike the standard service.
Has anyone else experienced it yet? If so, let me know your thoughts. I think it's one more step in the right direction for Virgin, and another smack for Qantas.

 

[connieguy]

...just like the Qantas Platinum Service Desk...

:shock: Last time I called the QF Platinum desk, I was placed on hold for over 10 minutes. I hung up and tried again. Same result. :shock:

 

[pshepvic]

I've found the new Platinum / Gold desk is great - answer quickly, good service. They are still learning with quite a few things, which is to be expected. But they were told in their training that the Gold and Platinum callers will know more about status credits and benefits than they do!

 

[Deleted member 29185]

But they were told in their training that the Gold and Platinum callers will know more about status credits and benefits than they do!

Now who would have thought that . Maybe they should list AFF in their training manual as the "on-line help desk".

 

[pauly7]

Do the plat calls still go through to Manilla or whatever country VA outsource to?

 

[pshepvic]

Do the plat calls still go through to Manilla or whatever country VA outsource to?

No. The call centre for Platinum and Gold is in Brisbane.

 

[Jack Melon]

And other positive news, 100 jobs from Asian Call centres for virgin will be moved back to Australia. Ill post the article if i find it.

 

[LiamR]

Yeah, the Platinum/Gold desk is great. After a couple of calls, you realise there is only a few people working there and you start to get to know the people on first name basis. One of the girls I seem to get a lot and she'll always ask "Oh, how was that trip to Sydney yesterday Liam."

They are really honest in saying that they don't know something, but will always find out and call back with a solution.

Once I waited on hold for 10mins, usually I am through instantly.

Beats the days when I hit 2 for business class and started with "Hi, I'm actually in economy today, but I'm Gold (DYKWIA)....."

 

[stomplad]

:shock: Last time I called the QF Platinum desk, I was placed on hold for over 10 minutes. I hung up and tried again. Same result. :shock:

OH NO dont say that, just completing my status run fr QF WP in the hope of great service (n other benefits)

 

[haydensydney]

Meanwhile, this Gold member called the Velocity number the other day to enquire about Malaysia Airlines / Etihad redemption, only to be told that I had to be put through to the "international team" - which was based overseas. It was impossible to hear / understand them, so gave up after 5 minutes of trying to explain the situation*. Sigh.

* Note however that the chick I spoke to in the Brisbane call centre was fantastic.

 

[medhead]

I have difficulty getting through to the Plat service phone line. Call the right number, enter my velocity number and then after selecting the various options mostly end up back with normal call centre. Rather frustrating when I was trying to get a taste test upgrade for my last eligible flight to keep being told - no can do. Ended up ringing back a few times and just asking outright if this was the Premium call centre until I got them.

 

[nlagalle]

I called the platinum desk earlier as I couldn't add my velocity number to an upcoming flight.

What annoyed me was the number of options just to get through! Was at least 3 levels options to get to an operator.

Was on hold for about 2 mins before I was answered.

It's rather annoying listening to the options and hearing all the credit card providers. I called about a flight not about a credit card.

After I did get through the girl at the other end was very helpful.

 

[samh004]

Beats the days when I hit 2 for business class and started with "Hi, I'm actually in economy today, but I'm Gold (DYKWIA)....."

You mean 2 for PE

I’m sure that would still work if the lines were jammed.

 

[koonyaflyer]

You mean 2 for PE

I’m sure that would still work if the lines were jammed.

I think the key to success with the Gold/Platinum number is to remember that you are a Velocity Member, so therefore you want to speak to a Velocity consultant...so skip over all the options that offer you flights etc....go straight to 2, and once you put your FF number in you will be straight through to the Premium area.

And if you are lucky you will get Cameron! He has been outstanding on the 3 occassions I have been fortunate enough to get him. I think he actually loves his job!

 

[moa999]

First experience - would be better if your are asked upfront for Velocity number, but navigation not too bad

Called at 7pm put in number - waited 5min which is OK but slower than Qantas
Answered Virgin Platinum.

Have just booked a expensive SYD-MEL return on 1 October - scored AFL grand final tix...
and figuring this is likely to be one of my few Flexi fares booked decided to try and using my upgrade relatively last minute.

Flight I am on is J4 H2 O0, and already in Row 3.
-- ie only 4 of 8 PE seats sold I assume....

Asked to use one of my four complimentary upgrades

Sorry sir, no upgrades available on that flight.
Try again next time...

 

[Deleted member 29185]

Flight I am on is J4 H2 O0, and already in Row 3.
-- ie only 4 of 8 PE seats sold I assume....

Asked to use one of my four complimentary upgrades

Sorry sir, no upgrades available on that flight.
Try again next time...

I think the consensus from the "AFF brains trust" was that if the seat is available, it's yours. Seems that might have just been shot down in flames!

PS. How do you find fare bucket info like that?

 

[ozmille]

:shock: Last time I called the QF Platinum desk, I was placed on hold for over 10 minutes. I hung up and tried again. Same result. :shock:

I had that as well yesterday till I checked and noticed I had put in my FF wrong. Called back and was helped after 20 seconds. I have never had to wait...


Sent from my iPad using Aust Freq Fly app

 

[moa999]

I think the consensus from the "AFF brains trust" was that if the seat is available, it's yours. Seems that might have just been shot down in flames!

PS. How do you find fare bucket info like that?

That was what I had read as well - hence my post.
Fare bucket from Expertflyer subscription.

I had chosen that flight as it had the most availability in J at the time I wanted (also supported on the VA website by not having the hurry symbol)

 

[Mal]

What hours are the Plat help desk available?

 

[LiamR]

What hours are the Plat help desk available?

I'm pretty sure it's 0500-2300 7 Days a week.