Big Thumbs Up to the Virgin Facebook Team

[clipped_wings]

Just wanted to share my experience from last Thursdays Happy Hour.

We got the usual advance email giving us the heads up on some exciting fares for Premium Economy fares to the USA in May. We thought this would be fun and eagerly awaited 4pm to search flights during May. However, the Happy Hour fares just didn't match up with actual fares for the specified period and we gave up after finding every single PE fare in May was double the advertised price.

I did what every other disgruntled customer does. I sooked first, then went straight to the Virgin Australia facebook page for my rant. I then went to bed, still sooking it up.

Next morning, there was a very sincere apology in a private message from the VA facebook crew, asking me to message them. They assured me the special price would be honored and asked if I wanted to contact them to make the booking.

Did I book? No, but only because we booked another flight (with VA) but I thought this was a nice customer experience in a world where nice customer experiences don't get as much attention as bad ones.

 

[bullerdude]

Whilst it's good to hear of a positive service via the media team, it doesn't excuse them form advertising fares that you can't book.

 

[ozjuice]

Kind of thing that gets companies fined......cough cough

 

[samh004]

Whilst it's good to hear of a positive service via the media team, it doesn't excuse them form advertising fares that you can't book.

Bait and switch much?

Still, ultimately good outcome.