Awful Service from VA for Platinum Members

[lovestotravel]

After not hearing back in regards to a baggage charge I was slugged with on Air NZ due to Air NZ not wanting to honour my entitlements, I sent a scathing email back to customer care a few days ago as it seems my complaint was lost... My complaint was handballed between 4 different people in total, before being sent off to Air NZ, as Virgin didn't want to take responsibility... which I understand to a point....

I received a reply today and this is what was said, and I quote

"I have been advised by our alliance airline that your baggage for this booking was 4 bags at 82 kg each, a total of 328kg. As this is over the complimentary weight I am unable to process your request for a refund of the $35.00AUD incurred"

Words can not begin to describe how comical this was....

4 x 82kgs bags and 328kgs of luggage.... Yes sure I'd be trying to obtain a $35 credit when I should have been charged, well it's simply not possible to check in 82kgs bags.

This pathetic and beyond comical response really just sums how the outstanding customer service that Virgin gives to Platinum members..... (Platinum earned on Virgin Australia, and not simply matched from Qantas)

Well done Virgin

 

[oz_mark]

You'd require a forklift to check that lot in

 

[lovestotravel]

You'd require a forklift to check that lot in

To say the least....... :shock:

My total checked in baggage was 82kgs, lots of shopping, new shoes, and it was a 5 week ski trip, and I purchased a few new pairs of skis and some new ski boots, so that was an extra 40kgs from what I took on the trip over...

Really not sure how/what to reply to this.... Email.... I can either go down the as a result of this poor response to my complaint I am going to cancel the $xx,xx_ of my future bookings with Virgin...
OR
Ask them how I could possibly check in 82kgs bags.... (I am thinking I'll do this for a laugh, and hopefully someone else reads the email and goes "What the heck did xx_XX write this for")

My issue was not the $35 charge but more the lack of training of Virgin's "Alliance" partners....

I would have been happy with a "Thanks for your feedback on your recent flight, we are aware that some of our partners are still learning the benefits that Virgin extends to our loyal customers. Let me assure you that I have passed on your feedback to Air NZ Customer Service Training Manager, and we hope to see you again on-board soon"

But instead, just a refusal for a refund and a total lack of understanding of how it would simply not be possible to check in 82kgs bags... Let alone 4 of them......

Now for Virgin to actually find out the total weight of my baggage, they clearly contacted Air NZ and/or looked it up in the system..

As I said a strange strange way to treat their "most loyal customers"

Qantas are very proactive about compensation for flight delays and the like.......

 

[NotinMyworld]

I suggest writing to the CEO , his office eventually came back to me. Not a great outcome. Apologies and little else apart from saying I could contact tge directly In future. I too like you earned this status but after my dismal experience, and more importantly the fiollow-up response, it's back to Qantss I have gone!

 

[docjames]

I would reply to the person who wrote the letter pointing out it was 82kg total (not each) and ask again for a refund. If you are feeleing really aggreived, you could copy it to the CEO / head of department.

Use the KISS priniciple.

 

[pat25d]

I am going to cancel the $xx,xx_ of my future bookings with Virgin...

I thought you already had, and then rebooked a few J flights when they were at discounted rates.

The irony of claiming you are a loyal customer who switches to their competitor when things go wrong.

'I'm a loyal Bulldogs supporter unless they play badly then I'm going for another team until the Bulldogs start playing better'

 

[lovestotravel]

I would reply to the person who wrote the letter pointing out it was 82kg total (not each) and ask again for a refund. If you are feeleing really aggreived, you could copy it to the CEO / head of department.

Use the KISS priniciple.

I have replied, and asked how it was possible to check in that many kgs in bags..

I'll update this thread with the response

I thought you already had, and then rebooked a few J flights when they were at discounted rates.

The irony of claiming you are a loyal customer who switches to their competitor when things go wrong.

'I'm a loyal Bulldogs supporter unless they play badly then I'm going for another team until the Bulldogs start playing better'

I had, at the price of $299/$399 etc it's worth what you get, but at full fare or even 25% off with the Amex discount it's not worth it....

I suggest writing to the CEO , his office eventually came back to me. Not a great outcome. Apologies and little else apart from saying I could contact tge directly In future. I too like you earned this status but after my dismal experience, and more importantly the fiollow-up response, it's back to Qantss I have gone!

I could, but it's not really a big issue, but it just highlights the pathetic customer service, from someone who deals with customer complaints.



The even funnier bit was that the "extra allowance" that was stated in the email reply was not even relevant to my flight

She stated that I was entitled to an extra 32kgs when flying on Virgin Australia, when she mentioned earlier in the email that she knew I was on Air NZ which is "one extra bag at 23kgs"

So this person was still telling me the wrong allowance for a partner airline..

Pretty funny really from start to finish

It's a trivial issue, but it's just the irony of the response/emails that annoys me

 

[lovestotravel]

Well my email certainly prompted a fast response!

Reply received this morning, a few hours ago

Refund granted and a correct apology pretty much worded as I suggested they should

Maybe VA is reading this, well I hope they are