Virgin Velocity Worst Service Ever by an Airline

[Water]

Update to the below: Just called Velocity and experienced the worst service I have received from any airline, when quired about the missing points I was told these are not awarded until after the promotion is finished, when I questioned this was told it is in her terms and conditions to which i responded that is incorrect and not what it states on the website, she didnt want to know about it and said amex have different terms and conditions, I then asked to speak to a superviser and she said that she was the superviser so i then asked to speak to her manger and she no you can send an email complaint, to which i did respond by saying that is pathetic and she shound not be in the position if that is how you treat your Platinum members (yes I know may have been a bit irate but she just would not take any notice) she then hung up. To me that is just down right unprofessional, the fact is she was wrong and refused me to speak to anyone else to resolve it. The whole attitude and tone was nothing like I have ever experienced. Can anyone help with a complaints number or is this just to hard for Virgin?

My points hit the Velocity account on the 6th still no second 15% bonus, contacted amex who advised they contacted Velocity who in turn said it was a one off glitch and the points should have posted but Amex was unable to rectify on my behalf with Velocity and I need to call them!!!! So much much for Centurion Service, not sure how Velocity knows my account is Premium but about to find out.

 

[Oneworldplus2]

My eyes are hurting from the bolding

 

[james4321]

If the language and grammar in the conversation you had was as badly stated as in your post, then perhaps the person on the other end could not make head nor tail of what your point was?

 

[Oneworldplus2]

Arh, that's better. Cheers Markis10.

 

[markis10]

Just PM Velocity Rewards! As for your post, it really makes little sense and appears to be verbose to the point of being unreadable, as far as I can tell there is some issue with points posting from Amex for some promotion, given the number of promos on and my lack of a functional crystal ball coupled with poor mind reading skills I am unable to garner much more info? Are you using an iPad, I normally blame mine when I cannot understand what I wrote?

 

[yohy?!]

Actually, sounds like the Ascent Premium transfer promo:

Ascent Premium Cardmembers will receive the 30% bonus in two 15% increments within a week of the points transfer to the Velocity Account.

The VA person may have thought you meant the 100 status credits bonus:

Status credits will be awarded 4-6 weeks after the campaign end date.

The VA rep should be able to help here

 

[Water]

Sorry for the grammar, was written in haste, just to clarify I clearly explained to the Velocity Agent it was the Amex Promotion for Ascent Premium, she did not dispute that a second bonus of 15% taking it to 30% in total was applicable, she just would not budge on the fact this is will not be credited till after the promotion ceases. I also stated to her this was applicable to only the status credits but again she argued against this and said it was also applicable to the points bonus. As I said I did request to speak to someone else but no result hense my frustration when the person is incorrect. Who is best to PM re this?

 

[markis10]

Sorry for the grammar, was written in haste, just to clarify I clearly explained to the Velocity Agent it was the Amex Promotion for Ascent Premium, she did not dispute that a second bonus of 15% taking it to 30% in total was applicable, she just would not budge on the fact this is will not be credited till after the promotion ceases. I also stated to her this was applicable to only the status credits but again she argued against this and said it was also applicable to the points bonus. As I said I did request to speak to someone else but no result hense my frustration when the person is incorrect. Who is best to PM re this?

PM velocity rewards.

 

[777]

Worst Service Ever by an Airline

PHew. Somewhere in the depths Africa or the wilds of Siberia a former a manager of Air-Shonky-Congo or Airo-FlopSki or somesuch is breathing a huge sigh of relief at being relieved of a horrible burden they have carried for many years.

 

[markis10]

PHew. Somewhere in the depths Africa or the wilds of Siberia a former a manager of Air-Shonky-Congo or Airo-FlopSki or somesuch is breathing a huge sigh of relief at being relieved of a horrible burden they have carried for many years.

nah, Air China, someone is suing them for changing a domestic flight from a 777 to a 737, oh the injustice!

 

[yohy?!]

China Airlines covers up air disasters

 

[samh004]

China Airlines covers up air disasters

I remember the Kai Tak incident. Looked great at the end of the runway




 

[Water]

I take it some people have no idea of customer service, having operated my own company for 15+ years without ever once advertising I can assure you I know about customer service, our business relied totally on repeat business and referal business which only happens by providing great service. I have every right to expect an issue be dealt with in a correct manner and if that person is unable to solve the problem to speak to someone who can.

 

[oz_mark]

(not so) humorous jibes aside, the fact is that the terms and conditions of the promotion is that the two lots of 15% will hit the account within a week of the transfer. Unfortunately, the OP does appear to have hit a brick wall in getting the issue resolved. Best to PM the Virgin Australia rep here.

Given that the bonus hasn't arrived, then it is quite possible that the status credit bonus won't arrive either, so it is an issue that needs to be resolved.

 

[yo yo ma]

...i did respond by saying that is pathetic and she shound not be in the position if that is how you treat your Platinum members (yes I know may have been a bit irate but she just would not take any notice) she then hung up.

Good on her for hanging up... I am teaching my 7yo that "you catch more flies with honey". She does not get paid enough to cop abuse from you about some missing points. Seriously.

 

[TonyHancock]

PHew. Somewhere in the depths Africa or the wilds of Siberia a former a manager of Air-Shonky-Congo or Airo-FlopSki or somesuch is breathing a huge sigh of relief at being relieved of a horrible burden they have carried for many years.

Not to mention several members of Scary Team!

 

[pmdg7444]

Sheesh, this forum must be giving alot of work for the Virgin Australia rep.

There is now some progress in the issue that I had from the thread I started below. http://www.australianfrequentflyer....ocity/velocity-ff-youve-got-joking-37531.html.

But I'm sure it will all come together in the end OP, so hang in there.

 

[Justchecking]

Is it just me or would anyone else have just hung up on the first person, called back to get someone else? Seems like a simple solution to me.

 

[Bolthead]

I take it some people have no idea of customer service, having operated my own company for 15+ years without ever once advertising I can assure you I know about customer service, our business relied totally on repeat business and referal business which only happens by providing great service. I have every right to expect an issue be dealt with in a correct manner and if that person is unable to solve the problem to speak to someone who can.

Hmmm.... so what you are saying is the customer is always right. A little controversial and a little off topic as well, however, in my belief a company that has the saying 'the customer is always right' quickly goes belly up. Yes, yes ..... I know what half of you are saying, "that's not the right attitude." I am in sales and have been for 27 years (and successful) and despite the old cliché, the trick is to let the customer think he is right. In business both parties should have a win/win. Boy, the more I type this the more off topic I get. I am starting to sound like one of my old 'sales' text books. Back to the point, send Velocity an email and be precise and brief in point form. Sorry but not like your original post. Be patient and polite. (I assume you have been polite):?:Always follow-up and in time the outcome may be different.

Complaints from customers are usually filled with emotion. Often with no immediate resolution or ability to accept a compromise from the supplier. (in this case Virgin/Velocity/Amex) not sure in this case.

eg.... this is a true story.... the names have been changed to protect the innocent. Product 'X' is an established product in the market for over 10 years. It is the leading Australian made product in Australia and overseas and has dominated it's category for this length of time. Mr. Bloggs buys this product 6 months ago on special and at a great price however because it has to be erected and for other reasons he doesn't open the box or attempt to erect it until now. His expectations are such that he has spent $1200 for a product he expected to be easy to erect (based on his skills set) and the necessary tools one has to erect product 'X'. His EXPECTATIONS where much higher for the product. Little does Mr. Bloggs know is his tools are faulty, there is much better products in the market (but at 4 times the price) and his skills set wasn't anywhere as good as he thought he would require, to erect this product.

There is a cost to good customer service, both monetary and repeat business. Most people know the best form of advertising/repeat sales is word of mouth. Perhaps the 'cost' is higher than the outcome to satisfy your gripe. (don't know the answer to that one)

After all that cough the point is 'read all the other posts'

 

[anat0l]

We seem to be relying a lot on PM'ing Velocity Rewards / Virgin Australia for exacting resolutions to sticky situations! Once again, I hate to think what kind of avenues exist to those who are not members of AFF.