New Virgin Platinum Phone Service

[jneufeld]

Is there an NZ call centre or just a lot of Kiwis in the Brisbane centre, I tend to get them when I call up the Gold line. The entire VA international contact centre (J, Y+, Y) is run out of Manila which drives me mad trying to book complex itineraries you can't do on the website. The Gold line will just transfer you there as they don't have the systems.

 

[LiamR]

Is there an NZ call centre or just a lot of Kiwis in the Brisbane centre, I tend to get them when I call up the Gold line. The entire VA international contact centre (J, Y+, Y) is run out of Manila which drives me mad trying to book complex itineraries you can't do on the website. The Gold line will just transfer you there as they don't have the systems.

I found the Gold/Plat line will call up one of their colleagues in long haul, breif them on the problem then connect you to said person. I did this back in May and spoke to an Australian.

 

[lazybones1987]

Is there an NZ call centre

There is one based in AKL, but they only take calls for non-status members.

 

[dandandan]

Maybe they should have them trawling through here answering questions or have a supervisor picking questions from here to test them on regularly!

I'm fed up with the agents manning the platinum phone line. Don't get me wrong, they are absoultely lovely people. Unfortunately though, they don't know jack about their own products.

Just got off the phone with Kathy. She's as useful as cough on a bull. I ask her a straight forward question.. 5 minutes of silence while she is apparently looking through her system followed by "so what exactly is your question?".

End rant.

 

[lobo76]

No Platinum but I used the Gold phone number... just spent 3 days on the phone trying to book some LAX-PER-BNE-LAX tickets. What a fiasco!
The first agent was great (apparently) she waived the fees and the quoted price was the same as ITA. Perfect. The flights were on a 3 day hold so I get the itinerary and names etc checked by the traveling parties. There's a couple of changes so I call back after 36 hours to make them. Told that the flight booking was automatically cancelled. I asked why and was told it happens after 3 days?!? I pointed out that 36hours < 3 days. Silence followed by "The booking is cancelled after 3 days" (Robots is right, robots with faulty programming)....

So they offer to rebook, but of course it's like $50 more per person... I do this and ask for a new itinerary to be checked. It never arrives. I check ITA and the flights are still available at the original price. So now 2 of my passengers want to fly from NYC, I call and make that booking, still no itinerary.

So today I call and I get told that because there were duplicate passengers they cancelled one of the bookings, they didn't ask which one, they just chose one. The new one!

Delta now have the same flights (operated by VA?!) for $200 cheaper and you can book them online. Way to drive $$$ away from Virgin coffers Manilla!

 

[ms1]

Just had another doozy with the platinum help desk. Spoke to Monique who was as thick as a plank. Had no idea what I was asking about. Simply hung up the phone and called back and spoke to Eliza. Problem solved in under 3 minutes.

 

[sail0r]

Re: New Virgin Platinum Phone Service-very busy atm

After hanging up a couple of times after a 10 min hold each, finally got through after 7 mins on 3rd attempt.

Said that they were very busy.

Serves me right for missing the daylight savings thing last night, I called 2226 BNE time, as I thought VA were based in BNE. They close Plat line 2130 BNE time.