Virgin Blues call centre in the Philippines

[flying1977]

I just attempted to add my Velocity number to my booking for work travel tomorrow. I wouldn't think that it would take much to add a number to a booking, however it took the consultant more than 20 minutes. I am sure she advised me every policy they must have. Later on advising that she was in the Philippines.

Next time I will just have the check in staff add it at the airport.

Speaking to a colleague, he also had trouble with them. They tried to tell him that Bondi was in Queensland and not in New South Wales when updating his Velocity details.

I think Virgin must of just given their staff a pile of policies without training them...

Has anyone else had issues when dealing with Virgins Philippines call centre? Do they still have the Brisbane one?

 

[NM]

Has anyone else had issues when dealing with Virgins Philippines call centre. Do they still have the Brisbane one?

on Monday my MIL was booking a flight from BNE to PER. She asked the call centre person how long the flight will be and was told its a 2 hour flight :shock: . Either DJ has figured out how to make their 737's cruise in excess of MACH1, they are predicting some favourable tail winds that day, or Philippino geography does not include timezone education .

 

[oz_mark]

on Monday my MIL was booking a flight from BNE to PER. She asked the call centre person how long the flight will be and was told its a 2 hour flight :shock: . Either DJ has figured out how to make their 737's cruise in excess of MACH1, they are predicting some favourable tail winds that day, or Philippino geography does not include timezone education .

I wish it were only a 2 hour flight. It's a long flight to be sitting on a737...

 

[Mwenenzi]

on Monday my MIL was booking a flight from BNE to PER. She asked the call centre person how long the flight will be and was told its a 2 hour flight

Time of arrival minus time of departure equals 2 They don't have time zones in Philippines

 

[oz_mark]

Time of arrival minus time of departure equals 2 They don't have time zones in Philippines

Even that would make for a very fast flight,

 

[NM]

Even that would make for a very fast flight,

Guess PER is on Daylight Savings and BNE not may have made a difference??

I wonder what the answer would have been if she asked about the flight time of the return flight :shock: .

 

[serfty]

I wish it were only a 2 hour flight. It's a long flight to be sitting on a737...

Of course, going the other way, it's a six hour flight - you could pack3 movies onto that laptop ...

 

[flying1977]

They might of thought you were travelling from Perth in the United Kingdom, anything is possible with Virgins call centre...

 

[oz_mark]

Guess PER is on Daylight Savings and BNE not may have made a difference??

There's more to it that just timezone difference:

2 hours + normal time difference (2 hours) = 4 hour flight...I don't think so
2 hours + daylight saving time difference (1 hour) = 3 hour flight....I don't think so

 

[NM]

There's more to it that just timezone difference:

2 hours + normal time difference (2 hours) = 4 hour flight...I don't think so
2 hours + daylight saving time difference (1 hour) = 3 hour flight....I don't think so

Well the story was relayed to me by MIL, so maybe not all the facts are as accurate as they should be . But she at least she knew it was going to a much longer flight than she was told. Either way, the information was clearly not accurate. But then again, this is not a problem unique to Virgin Blue or even overseas call centres :evil: .

 

[oz_mark]

Well the story was relayed to me by MIL, so maybe not all the facts are as accurate as they should be . But she at least she knew it was going to a much longer flight than she was told. Either way, the information was clearly not accurate. But then again, this is not a problem unique to Virgin Blue or even overseas call centres :evil: .

One thing for sure - it is not a short flight. I have been close to 6 hours on the flight.

 

[Mal]

DJ has an overflow call centre in Manila which handles overflow calls when their call centre is busy.

I'm not aware that their use of the Manila call centre has been increased, but find it interesting the number of people I hear of being put through to it.

 

[NM]

DJ has an overflow call centre in Manila which handles overflow calls when their call centre is busy.

I'm not aware that their use of the Manila call centre has been increased, but find it interesting the number of people I hear of being put through to it.

Maybe there are just more people wanting to fly with DJ now?

My MIL had not considered flying with Virgin until I suggested she compare the prices and schedules on-line. I am not sure why she needed to call them since she made the booking on-line, but then again MIL is not supposed to make sense .

 

[stryker]

Sounds just like the United Australia call centre in Manila.

Try and avoid it at all costs...

 

[Yada Yada]

I've ended up talking to the Philippines call cente a number of times. They've generally been helpful and get the job done, although I've noticed it often takes a bit longer than the local one and if it is not a straighforward request, they have to put you on hold while they talk to a supervisor.

 

[flying1977]

How long have they had the call centre in Manila for?

 

[crazydave98]

I just attempted to add my Velocity number to my booking for work travel tomorrow. I wouldn't think that it would take much to add a number to a booking, however it took the consultant more than 20 minutes. I am sure she advised me every policy they must have. Later on advising that she was in the Philippines.

Next time I will just have the check in staff add it at the airport.

Speaking to a colleague, he also had trouble with them. They tried to tell him that Bondi was in Queensland and not in New South Wales when updating his Velocity details.

I think Virgin must of just given their staff a pile of policies without training them...

Has anyone else had issues when dealing with Virgins Philippines call centre? Do they still have the Brisbane one?

Sorry to hear of this experience and cannot explain what caused it. The Velocity staff monitor this site and will pick it up and I will make sure it gets to our Guest Contact Centre (we run different centres for Velocity and general bookings). And yes our primary Guest Contact Centre is still in Brisbane and occupies most of level 7 of our head office building. It has not been "shrunk" but we are not growing its capacity either.
cheers
CrazyDave98

 

[Mal]

How long have they had the call centre in Manila for?

Just over 2 years I believe.