Credit for PE Rogue aircraft

[ash.1111]

Thanks for that. Very interesting! Do you know who makes the new J class seating?

 

[VMAN]

I must say that the service from the Velocity Platinum Call Centre is absolutely excellent. In my life I have never had such a pleasent experience in dealing with a company when I have raised an issue. The story goes as follows:

Over the past few months I have been utilising the PE Taster upgrades and as of Wednesday the new upgrade from flexi to PE, some using points some paying with $.

During this time I have had a string of rogue aircraft. Apporximately 7 flights in total. It was particularly dissapointing when 3 out of 4 flights where rogues. I still took on the chin and chalked it up to an airline that is trying to do the right thing but not always being able to deliver.


On Tuesday night I called the Platinum line to book an upgrade from a Flexi ticket and asked what the policy was for rogue aircraft to be told that they don't have rogues anymore. I discussed with the lady that this was not the case and that there are still some planes (a handful of the VH-VU* ranfe) that had the "blue" seats with a plastic in between and that flying in the front row was not very comfortable especially considering it is a premium product.

Once she confirmed that this was the case she became very apologetic and offered to credit / refund any points or $ spent.

At no stage was I solicting a refund and said that I was happy to fore go this as long as they would look after me if I came across rogues in the future.
Her response almost made me fall off my chair, "Oh no sir, it is not right so we will refund any flight where the full service was not delivered"
She the went to ask me to name the flights and at that stage I could not name them and said I would need to look them up. I offered to call back but she had insisted that she would call me back at a tine that suited me.

I had received a call this afternoon at the exact time she said she would call. I gave her the details along with comment that my last nights flight was a rogue also. She has now offered to credit that as well and as I could only locate for of my rogue flights she is also going to investigate every flight I have had this year and have any rogues credited. I insisted that this was not necessary as I was happy to except the occassional rogu but was only disappointed on the run of rogues over the last month, but she still insisted so I said OK. On top of this she is going to call me back tonight to confrm that it has all been completed.

I find this level of service amazing and I am impressed beyond belief on the proactiveness of the Platinum Call Staff.

I would like to say to VA that you have won me over forever! I always believe that every company makes mistakes and from time to time dissapoints their customers. In my view this is OK as it is unavoidable. Where most comapnies fail is how they handle this issues and in this case they have gone up and beyond. VA your all aces in my book, Thank you!

PS sorry for the long post but it had to be said,, this kind of service is very rare

 

[DJ737]

Hi there

Great to hear it all went well VMAN, that it what Customer Service staff should provide, the main problem for Customer Service staff is to work out what the actual problem is, we are not mind readers, it's amazing the amount of customers that call up moaning about this or that, and we don't have a clue what they are on about. :shock:

Phone us armed with as much information as you have, and we will put it right for you as best we can. That's our job