Which phone number to reach VFF in BNE

[Deleted member 29185]

Can someone please PM the phone number to get straight through to Velocity status desk in BNE.

I have 131875 and 02 8667 5924 but no matter which option I select, it takes me all over Asia and the last ladies English was at a level that I could not even understand (and that's not meant as a derogatory statement, just one of fact).

Ta!

 

[jneufeld]

To get through to the Platinum line in Brisbane I do the following.
Call 131 875, Press 1, Press 1, Enter VFF Number, Press 4, Press 3.
As a Plat that always get me through to someone in Brisbane.

 

[EuroFlyer]

Always put me straight through to the priority (when gold) and plat desk by simply putting in my velocity number when prompted.
Have you velocity status?

Can someone please PM the phone number to get straight through to Velocity status desk in BNE.

I have 131875 and 02 8667 5924 but no matter which option I select, it takes me all over Asia and the last ladies English was at a level that I could not even understand (and that's not meant as a derogatory statement, just one of fact).

Ta!

 

[Deleted member 29185]

Have you velocity status?

Yes, gold.

131875 and the miriad of prompts seem to go anywhere these days.

Try booking a 241 or an upgrade with someone who can't understand you. I've recently had 4 different O/S operators tell me there was no possible way to check on upgrade availability before you book and pay for the flexi flight. Despite me carefully (painstakingly) explaining the ONLY reason I'd book flexi is to upgrade and hence until upgrade availabilty is known, I didn't want to book (or it'd be a saver lite). Finally, after 4 separate calls to more than a dozen O/S staff I finally got NZ who was happy to put me through to BNE who was able to tell me availability immediately and proceeded to book 241 from one account (my +1s) and apply upgrade points from another (mine). Needless to say it was problematic, with errors on a) 241 confirmation, b) booking and c) payment with card but after many tries it finally all went through. There is NO WAY the Asian call centres could do that whilst dealing with my Aussie accent. The BNE call centre admitted everyone was being directed O/S first as they're currently overwhelmed with calls and because they need to, they're also dealing with the general (no status) bookings that O/S cannot manage.

All in all, a whole morning on the phone to book 2 flights. (a further 2 could not be booked because Saver lite fares aren't being accepted by the booking engine).

 

[EuroFlyer]

Thats simply not good enough. Its been a bit of a mess since the new system went in.

completely agree with you from my past experiences that it is almost impossible to sort out anything (apart from the most basic of tasks) with the over seas call centre

Yes, gold.

131875 and the miriad of prompts seem to go anywhere these days.

Try booking a 241 or an upgrade with someone who can't understand you. I've recently had 4 different O/S operators tell me there was no possible way to check on upgrade availability before you book and pay for the flexi flight. Despite me carefully (painstakingly) explaining the ONLY reason I'd book flexi is to upgrade and hence until upgrade availabilty is known, I didn't want to book (or it'd be a saver lite). Finally, after 4 separate calls to more than a dozen O/S staff I finally got NZ who was happy to put me through to BNE who was able to tell me availability immediately and proceeded to book 241 from one account (my +1s) and apply upgrade points from another (mine). Needless to say it was problematic, with errors on a) 241 confirmation, b) booking and c) payment with card but after many tries it finally all went through. There is NO WAY the Asian call centres could do that whilst dealing with my Aussie accent. The BNE call centre admitted everyone was being directed O/S first as they're currently overwhelmed with calls and because they need to, they're also dealing with the general (no status) bookings that O/S cannot manage.

All in all, a whole morning on the phone to book 2 flights. (a further 2 could not be booked because Saver lite fares aren't being accepted by the booking engine).

 

[Plutonus]

The last time I called, I put in my VFF number, got through to an overseas consultant. I explained what I'd like to do, to which she replied "Oh I see you're Gold, let me put you through to the priority line to have that done". Five minutes of hold music later, transferred to someone else (still overseas). I was a little dumbfounded, if I should be handled as priority a) why not put me there automatically originally, and b) would it not have been quicker to just have the first consultant handle it? Phone system appears to be a shambles...

 

[Deleted member 29185]

The last time I called, I put in my VFF number, got through to an overseas consultant. I explained what I'd like to do, to which she replied "Oh I see you're Gold, let me put you through to the priority line to have that done". Five minutes of hold music later, transferred to someone else (still overseas).

That's the roundabout that I was on. I rang back the four times to try different prompt paths, all to the same end. I even had one O/S operator tell be to ignore the part where we enter out VFF No. and I'll be right......I wasn't of course but I tried it anyway.

And I'm sick of listening to "Somewhere Over the Rainbow" as the music on hold!

 

[DeKa]

What about Lady and the tramp? Haha

 

[Mak404matt]

What about Lady and the tramp? Haha

Or 'Straighten up and fly right'

Edit: However it did make me look up what a 'Buzzard' was, and now I know.

 

[Deleted member 29185]

What about Lady and the tramp? Haha

Yep and let's not forget the tune played most frequently......"How to Torture Your Most Loyal Clients" by Virgin Australia and the Yawn Orchestra!

 

[samas]

I have 131875 and 02 8667 5924

The 02 number used to just prompt for Vel # and then immediately put you through to an operator (this was with SG). The new menu system must be an enhancement. I can't pinpoint when it changed as I haven't had to call for a while till last week.

To get through to the Platinum line in Brisbane I do the following.
Call 131 875, Press 1, Press 1, Enter VFF Number, Press 4, Press 3.
As a Plat that always get me through to someone in Brisbane.

In my iPhone I had 0286675924,1,1,VELOCITYNR# saved as a contact to save me entering the first half of the numbers. This gets you to the point of "please wait whilst we confirm your details" and then gives you a few options.

After jneufelds comment I've changed it to:
0286675924,1,1,VELOCITYNR#,,4,3

Just tested it and works a treat. I'll never have to push a button to talk to them again (until they change the menu structure again that is...).
The comma is a pause to allow the system time to get through the menus. I don't think the # is actually required but it seems to make it progress quicker.

 

[kevrosmith]

I absolutely HATE the new menu system since they changed it some time back in December. I finally worked out which steps to take to get to the Platinum line (as jneufeld lists above)... however, I've timed this, and it takes at least one and a half minutes just to get to the on-hold music. :evil: Qantas Platinum line, in contrast... dial number, answers on 2nd ring, enter member number, #, 1 for domestic... on-hold... I'm there under 30 seconds. Often answered within 1 minute.

It gets me more and more frustrated every time I have to call Virgin.. and fortunately (well, for me but maybe not for VA) that is getting less frequently lately at the moment... when the agent finally answers, I make sure I tell them how pathetic the stupid menu system is.

If I call the VFF number, why do I have to press 1 to then talk with Virgin or Velocity? Why is option 2 for Virgin Money? If I wanted Virgin Money, I'd have called Virgin Money!!!! :evil::evil:

And then why ask me to put my Velocity number in and then waste time telling me to have my Velocity card handy so that I can tell them my Velocity number. Really? Has someone at that company even listened to the messages that get read out? :evil::evil::evil:

(end rant)

 

[Mogul]

No problems getting through to Gold desk after the numerous new prompts using the no. on the back of my card.

Just on hold as I type doing upgrades for Syd to Per and back. Did booking on net while talking to VA about availability.

Just doing seat selection now 4a both ways.

 

[UA_SYD]

Just had three failed attempts this morning to get to Plat desk.... first hold 7-10 mins to be then answered by Manila.... they really have no clue, bless them...
ask to be transferred to Plat desk. Apparently problems with IVR (phones system), all calls being routed to general line.
Had to redo the ID with each separate agent and details of the request (trying to upgrade long haul using points)... transfer to Plat desk, took another 4 mins.

Actual request to process upgrade took 10mins of on hold checking... initially told no 7 days before (old T&C's)... asked her to discuss with MGR etc. referred her to 18.3 & 18.3.6 in new T&C's.
She came back and said no availability. (This was for PE - Biz, MEL-LAX-MEL)

 

[grubbidok]

I'm noticing a lot more Manila/KL/whatnot than I used to. Agree with the posters here: lovely people, always keen to help, but clueless. When I've been on the phone they've always made apologies and that it's 'getting used to the new system'. Is this new move a transition, or is it a permanent enhancement? VA used to have the best customer service in Oz. At the moment it's just pitiful.