VA Phone Operating hours [closes 6pm East Oz time]

[L1925]

Well, its 6pm Perth time and phoned the virgin call centre after receiving 4hour flight change delay notifications for Perth to Sydney on Dec 24th.

on calling put in my platinum reference number then get an automated voice saying that the call centre only operates until 6PM AEST(3pm Perth time).

trying to login and cancel online and the prompt states have to contact the call centre to modify booking. Shocking service!!

is there any point retaining platinum status or any other level with virgin ?

 

[antycbr]

Given what has happened to Virgin this year they are still only on minimum staffing for a number of functions. Expect this to continue while state borders are closed.

The person I spoke to on the general line had worked a 14 hour shift.

 

[jakeseven7]

Well, its 6pm Perth time and phoned the virgin call centre after receiving 4hour flight change delay notifications for Perth to Sydney on Dec 24th.

on calling put in my platinum reference number then get an automated voice saying that the call centre only operates until 6PM AEST(3pm Perth time).

trying to login and cancel online and the prompt states have to contact the call centre to modify booking. Shocking service!!

is there any point retaining platinum status or any other level with virgin ?

They aren’t the same company remember.... much much smaller, different service levels etc.

We just have to get used to the new Bain era VA2 it’s here to stay.

 

[Bagpuss]

They aren’t the same company remember.... much much smaller, different service levels etc.

We just have to get used to the new Bain era VA2 it’s here to stay.

Not so sure about this,Virgin’s approach has been to ramp up. Whereas Qantas was super keen to the point of apparently thinking/starting to bring Jetstar aircraft from Asia to Australia.
The ramp up approach is actually the best approach, bringing back staff who need to go through training, preparing aircraft for return to service all has costs. Then to credit customers back etc. It would be a massive cash burn.

2020 is the year of employing staff, increasing overheads to refund and credit customers.
Its super tough.

 

[MARTINE]

Good morning from Vic.

It’s 7:42am EST 16/4/21

Last night I needed to avail myself for the first time of the new ‘postCovid’ Virgin ‘flexibility’ with change of plans etc etc.

Thought you might enjoy

Had booked weekend away for daughter/partner for this weekend leaving tonight-return Sunday (mix of points/c card)

Last night w sudden change of plans he cannot go but she will (‘we know your plans can change’ says the glossy spiel)
So.... need to make the change.

Now the fun starts
-last night went to ‘to manage my booking ‘ but says you must ring contact centre 136789
- rang centre and they advise not open until 6am EST (fri 16/4)
- today rang centre at 6am and told ‘we can’t do that type of change’ but ring the centre in Australia 131875 which opens at 9am EST
- so back to the website which says you can send an urgent email if travelling in 24hrs. What the heck - I did that. It kept bouncing saying the address given in Virgin website invalid so I added an ‘au’ to the end and eventually got it back
- the urgent website replied to call 131875 from 9am!!
- so that will be the next activity after my breakfast.!!

I know this is trivial ‘first world’ stuff and I could only dream of having to face this ‘problem’ a year ago but maybe it’s time to give VA the boot

- ordinarily I could not care less about forgoing the cash but can’t risk daughter being abandoned in Brisbane on her return flight due to partners no show invalidating the ticket .

thanks for listening

I came to this site last night and saw I wasn’t alone

 

[Zanzara]

Yes, you would think extending opening hours (even slightly longer) with staff that actually know what they are doing, now that flying is opening up and more & more people are travelling is warranted. It would also help boost confidence in the recovery of the brand. However, VA are probably trying to still significantly contain costs. I’ve experienced the same sort of problem.

 

[MARTINE]

So - here is the outcome.
At 9.01am EST phone answered ( at call centre 136789) by helpful Chloe followed by Grace with ‘urgent’ email then confirming travel credit sent off to travel bank. I have a reservation number but no other confirmation of latter.
So - great service from Virgin in addressing my query / resolving the issue BUT improve access to staff and better communicate on the website