Virgin Blue - Excellent Complain Handling

[ludoh]

I was one of the many Virgin Blue ff members who received the "free Gold Upgrade" e-mails. I wrote an e-mail to the generic Virgin Blue feedback e-mail address and thought that I would not hear a thing after that.

I have been extremely positively surprised by their complaint handling. So far I have:
- Received initial personal e-mail feedback from Guest Relation Manager (within 5 days)
- E-mail follow up on my reply e-mail
- Free upgrade to Prem Economy for 4 sectors already booked
- Phone call as one sector was serviced by aircraft with no prem eco seats - free reschedule
- phone call from Guest Relations Manager

I know VB gets some bad feedback on this forum (sometimes) but I thought it was worth sharing this info.

I'm a Silver member and had booked cheap (bluesaver fares)

 

[wallacej]

Good work... always nice to hear a positive.

 

[harvyk]

I know VB gets some bad feedback on this forum (sometimes) but I thought it was worth sharing this info.

True, but oftan it's only when things don't run as they should that people feel the need to vent... It's not oftan that people come on here and post a topic called "uneventful flight".

To DJ's credit it's complaint handling which makes the mark of a good company, so the fact that they have handled you complant well is certainly a good sign...

 

[JerseyVics]

I didn't bother complaining as I'm RED and will have no use for GOLD even if I got it as I'm leaving the country for good next month.

But on my recently 4 segment trip I was able to carry on two bags into the cabin without anyone saying a word. I had too much stuff to fit into a carry-on, so I decided to use my backpack (which I normally use as a carry-on) for my laptop and a few other times, to my surprise nobody said a word.


thanks Virgin Blue!

 

[Leumas]

I was one of the many Virgin Blue ff members who received the "free Gold Upgrade" e-mails. I wrote an e-mail to the generic Virgin Blue feedback e-mail address and thought that I would not hear a thing after that.

Did you book the flights before the 'free upgrade' or after?