Thinking it's time to give VA the flick

[hydrabyss]

I haven't read about this being an issue. Am I missing a thread or two here?

I haven't family pooled since Sabre, but will be this weekend. Is there a problem I've missed?

Been working fine for me since the change over.Only problems been the delays in posting but they eventually turned up in the correct account.

 

[medhead]

As for Virgin Money, I'm not as sympathetic as you. I don't for one minute think VM are blameless, in fact I personally believe they're complicit!

The revised T&Cs are out and besides clarifying a sector they are basically the same. They also confirm it's 50% of the fare per person including taxes. I posted a link in the 241 thread.

 

[Deleted member 29185]

The revised T&Cs are out and besides clarifying a sector they are basically the same. They also confirm it's 50% of the fare per person including taxes. I posted a link in the 241 thread.

Yes I know and I'm happy.

But the "confusion" surrounding the taxes, the OK fares, the not OK fares....etc, is what I'm referring to. I have trouble believing that everyone at VA suddenly became bewildered at the whole concept (which is certainly not a new scheme) over no reason. They were spooked by something and I'd almost bet my family jewels it was a "let's try this out and see if the mugs wear it" type scenario!

 

[oz_mark]

I'm amazed that 7 weeks after go live unsuspecting customers are still getting their credit cards maxed out by payment being taken multiple times...and the hoops VA seems to make people jump through to get their own money back. I also work in IT but I'm not prepared to cut VA limitless slack because implementing a new system is hard. How can it be that 7 weeks after go live we still have a payment gateway / website that is double charging customers on a daily basis? Should this not be on the critical priority list? Watching the social media team feign surprise & concern at each new report of double charging is kinda infuriating!
.

I think the credit card companies should give them notice to sort it or lose the merchant facility.

 

[bcworld]

Yes I know and I'm happy.

But the "confusion" surrounding the taxes, the OK fares, the not OK fares....etc, is what I'm referring to. I have trouble believing that everyone at VA suddenly became bewildered at the whole concept (which is certainly not a new scheme) over no reason. They were spooked by something and I'd almost bet my family jewels it was a "let's try this out and see if the mugs wear it" type scenario!

I honestly believe they simply don't know how to load the cheapest fares into Sabre without putting them in the sale fare bucket. I believe Virgin Money's side of the story that they did not expect any change as a result of the Sabre transition. They did bribe me by fully refunding 2 x $129 annual fees when I spelled out to them details of non bookable non sale fares though so I could be biased!

 

[TheEmu]

Points not crediting, name and address entry every time you book, family pooling function not working, the website is actually more dysfunctional than it was before (if that's possible), call centre staff lacking knowledge, hit and miss service, etc etc etc…

Oh, they may credit…eventually: Activity date: 9th Oct, 2012; Processed Date (after 3 unanswered emails & 2 phone calls): 30th Jan, 2013; Points posted: Today!!! 6th March, 2013.
Seriously? 5 months?
Plus what you said…
VA Care Factor on the phone: Zero
TheEmu's planned VA flying this year: Zero

 

[777]

I have trouble believing that everyone at VA suddenly became bewildered

I have difficulty believing there was anyone at VA who *wasnt* bewildered after sabre booted up.

 

[TheEmu]

I have difficulty believing there was anyone at VA who *wasnt* bewildered after sabre booted up.

Yes, dazed and confused.
Something of a "Mayor of Hiroshima" moment…WTFWT???

 

[samh004]

As notzac has noted, the Virgin Australia rep hasn't even been on the site since January, nor have they posted since September 2012... seems they've given up on the FF community? It's a huge turn around considering how close they were in the past, what a mess.

 

[lukenet]

I have stopped booking with VA at the moment as it has become a total pain.

I also just happened clicked over to Plat with VA but I am getting worse seats and service than when I had Gold..
I also signed up with HH Diamond Elite program thorough VA, but then I got the email, I am Blue Level (Base).. I called HH and they NFI about the deal.. So much for that perk..

I don't want to go back to QF, but I hope VA sort their pile out and get things back on track soon..

 

[grubbidok]

The Virgin kerfluffle has finally made it into the media:Virgin Australia promises fast fix for missing frequent flyer points - Flights | hotels | frequent flyer | business class - Australian Business Traveller

Say what you want about their IT and claims departments, but keeping this story away from the press for so long has been a stellar effort by their PR department

 

[drewbles]

I'm not surprised about the communication (or lack thereof). I just think they don't know what to communicate except "Sabre is great". (Bollocks)

As for Virgin Money, I'm not as sympathetic as you. I don't for one minute think VM are blameless, in fact I personally believe they're complicit!

Virgin Money = Citibank. 'nuff said!

 

[bcworld]

Virgin Money = Citibank. 'nuff said!

You know, I received a very impressive customer service response from VM when I inquired about what was going on with the 2-4-1. It was certainly far more productive than any interaction I have had with Virgin Australia since January!

 

[burmans]

I'm amazed that 7 weeks after go live unsuspecting customers are still getting their credit cards maxed out by payment being taken multiple times...and the hoops VA seems to make people jump through to get their own money back.

If VA was giving me the run around on this I'd be taking the alternate routes, card disputes and threats of escalation to FOS. Seems to me that many companies can't move fast enough once you threaten the big stick, its a shame you have to but these are valid dispure resolutrion measures if you are not getting satisfaction.

 

[bcworld]

If VA was giving me the run around on this I'd be taking the alternate routes, card disputes and threats of escalation to FOS. Seems to me that many companies can't move fast enough once you threaten the big stick, its a shame you have to but these are valid dispure resolutrion measures if you are not getting satisfaction.

I'm pretty sure people are doing that in many cases but the sheer volume of cases to deal with means that the 'accounts team' can't respond in a timely manner.

 

[oz_mark]

I'm pretty sure people are doing that in many cases but the sheer volume of cases to deal with means that the 'accounts team' can't respond in a timely manner.

Their system, their problem. If thry can take the money in seconds, then why take three weeks to pay it back.

They should sort out their system so it is not making unauthorised transactions on peoples accounts.

 

[jsoprano]

So far I have not had any major complications (touch wood), apart from the extremely annoying website and booking procedure and the failing of seat allocation when booking (although I never had to wait more than 30 secs to speak to a Plat rep when calling them to fix it up). Have 3 more return flights coming up and might book 1-2 more just to make sure I'll requalify for Platinum come the review date in June, and to use up the free J upgrades I still have left. But then I might give QF another go. Wasn't impressed at all on a domestic trip in January, but had since travelled on QF to the UK and Europe in PE, and it was a very pleasant and professional experience. So happy to give them another chance, especially as I now also have a good SC base to build up on to achieve Gold again. We'll see...

 

[Deleted member 29185]

I honestly believe they simply don't know how to load the cheapest fares into Sabre without putting them in the sale fare bucket.

I couldn't agree with that. The sale fares have been quite easily identified (through the cheapest price pages) although masked on a general date/fare search which has caused us problems and quite likely the poor telephone support staff who were really (and unfairly) put on the spot, but it isn't a problem with fare buckets or the loading of the fare buckets!

I believe Virgin Money's side of the story that they did not expect any change as a result of the Sabre transition. They did bribe me by fully refunding 2 x $129 annual fees when I spelled out to them details of non bookable non sale fares though so I could be biased!

I agree that enough doubt exists to give them the benefit of doubt. I don't fully believe it though as they could of clarified to VA pretty much immediately, what their expectations are (after all, it;s them, not VA who run the scheme).

I have difficulty believing there was anyone at VA who *wasnt* bewildered after sabre booted up.

Most definitely! I really feel for the front line staff who had to put up with abuse for failure that was not their doing. I fully agree that probably ALL VA staff were/are bewildered.......even those directly responsible for the implementation.

I bet airlines the world over are using this experience as a "what not to do" example! There are probably training videos being recorded as we speak and Sabre will most likely use it as an example of what may happen if an airline "under-invests" in the Sabre teams input!

 

[DaveB]

I doubled up on bookings for the new years - SIN & USM with QF & MI or HTI with DJ to stay in J and avoid One Star.
Raffles won out so time to cancel the DJ reward flights.
Not surprised I was unable to cancel the booking on line so calling 136 789, amazed able to get an operator without waiting.
Not surprised she was unable to cancel the flight using points and would have to pay $70 for the two seats.
They can wait.

 

[Fruitcake]

Not surprised she was unable to cancel the flight using points and would have to pay $70 for the two seats.
They can wait.

I'm not sure if your complaint is that there is a cancellation fee at all, or rather that they were unable to 'charge' you 2x4,500 points for the cancellation and would only accept 2x$35 cash instead?