Dear Australian Frequent Flyers and loyal Velocity members

[LiamR]

Welcome back Velocity! Looking forward to seeing you around

 

[AdMEL]

Very much appreciate that Virgin is showing a renewed interest in keeping in touch with the VFF community.'

However, I found no new information posted in this thread - all you have really provided is the official company line on all the issues.

Whilst I understand that you will have polices and procedures around posting information in AFF, I would hope that Virgin is prepared to release a little more information and communicate more into the ongoing work to improve the Virgin experience. At the end of the day, all of us here want to help improve the Virgin experience and resolve bugs.

Exactly my thoughts!

 

[QF WP]

AdMEL and bullerdude, considering this is their first day in the job, cut them some slack . VFF needs to find out relevant answers to issues raised from their internal sources and communicate them back to us via this thread and other posts/threads. They were clearing the decks in the first post - admitting on behalf of VA, that there were mistakes made in the corporate communications. Now they need to listen and act - as actions speak louder than words.

 

[QF WP]

What's the best way to obtain a proper response to our queries (mine are very, very specific) - by PM to you or can we post them here?

Depends on how much of your issue you want to share with the AFF Community .

For any specific questions related to Velocity members, our inbox is available to you all.

 

[drewbles]

I love it when a plan comes together . Welcome (back) to our online community VFF and I know your return is met with a combined sigh from across our member base. Now let's get it working...(Sabre that is )

We might need to increase the size of your inbox temporarily

I think you'll need to contact your hosting provider and expand your server capacity a bit too then

 

[DSFlyer]

Welcome back

 

[totd]

AdMEL and bullerdude, considering this is their first day in the job, cut them some slack . VFF needs to find out relevant answers to issues raised from their internal sources and communicate them back to us via this thread and other posts/threads. They were clearing the decks in the first post - admitting on behalf of VA, that there were mistakes made in the corporate communications. Now they need to listen and act - as actions speak louder than words.

I'd like to believe that this is the start of productive dialogue and I'm more than happy to cut the some slack because, as you say, they haven't been involved in AFF for a little while. The first thing that stands out for me, though is the 6am time stamp in the post. It may indicate a new willingness to engage that borders on fanaticism, but I think it's more likely a sign of someone in a different time zone. I just hope that we can have a genuine dialogue, not just another mouthpiece.

 

[medhead]

AdMEL and bullerdude, considering this is their first day in the job, cut them some slack . VFF needs to find out relevant answers to issues raised from their internal sources and communicate them back to us via this thread and other posts/threads. They were clearing the decks in the first post - admitting on behalf of VA, that there were mistakes made in the corporate communications. Now they need to listen and act - as actions speak louder than words.

Indeed. Isn't the first step admitting there is a problem?

 

[medhead]

I'd like to believe that this is the start of productive dialogue and I'm more than happy to cut the some slack because, as you say, they haven't been involved in AFF for a little while. The first thing that stands out for me, though is the 6am time stamp in the post. It may indicate a new willingness to engage that borders on fanaticism, but I think it's more likely a sign of someone in a different time zone. I just hope that we can have a genuine dialogue, not just another mouthpiece.

I'm pretty sure all times are shown according to your nominated time zone. So I'm making this post at 1328 local time. My nominated time zone is 1258 (also the time I see, 1259 by the time I posted). So perhaps compare those times to the time you see for the post.

Long story short 6am is when they posted in your time zone.

Sorry to go OT.

 

[kevrosmith]

The first thing that stands out for me, though is the 6am time stamp in the post. It may indicate a new willingness to engage that borders on fanaticism, but I think it's more likely a sign of someone in a different time zone.

If it is BNE, Qld, as the user details show, and is likely, as this is where VA headquarters are, then it would actually be 5am, which is what I see on the post time stamp.

 

[kevrosmith]

I'd like to believe that this is the start of productive dialogue and I'm more than happy to cut the some slack because, as you say, they haven't been involved in AFF for a little while. The first thing that stands out for me, though is the 6am time stamp in the post. It may indicate a new willingness to engage that borders on fanaticism, but I think it's more likely a sign of someone in a different time zone. I just hope that we can have a genuine dialogue, not just another mouthpiece.

Time zone aside, I'd consider that the time picked would be somewhat strategic. The content of the post would've been created (and possibly approved), and then a time selected to maximise visibility and opportunity to view responses throughout the day. Perhaps VFF is an early riser and posted before heading off to the gym or into work...?

 

[smit0847]

If it is BNE, Qld, as the user details show, and is likely, as this is where VA headquarters are, then it would actually be 5am, which is what I see on the post time stamp.

An odd time for a rep to be at work.....

 

[Hvr]

I'd like to believe that this is the start of productive dialogue and I'm more than happy to cut the some slack because, as you say, they haven't been involved in AFF for a little while. The first thing that stands out for me, though is the 6am time stamp in the post. It may indicate a new willingness to engage that borders on fanaticism, but I think it's more likely a sign of someone in a different time zone. I just hope that we can have a genuine dialogue, not just another mouthpiece.

If it was 6.00am AEDST that might well mean it was 05.00AM QLD time where VA are based.

Whatever the time, it is good to see that both airline representatives have posted today. Active engagement with the demographic that has AFF membership is essential for them. Regardless of our preferences we are generally a knowledgeable and passionate group of flyers.

 

[kevrosmith]

An odd time for a rep to be at work.....

It's a good thing we have Internet access in our homes in QLD now... I got tired of dragging the tin can and string around to make phone calls!

 

[Deleted member 29185]

OK, I'll add a welcome back as well.

Having said that, I agree with others here that there was nothing new in your post VFF. Surely, we don't have to reiterate the problems, I was hoping you'd already know them, know a timeline for rectification and at least let us know which areas are going to be on-going problems for a while so we too can try to work around them........remember you lot are not the only ones trying to run a business.

For your records, I'm still seeing issues with non-crediting of SCs/points (latest being last Tueday SYD-OOL not crediting....7 days old, booked a few days earlier, flown with no problems etc) and also family pooling may have issues. I tried today to change a family pooling tie and could cancel the pooling, but then couldn't reinstate it to any family member (same res. address etc etc) with an error message continually coming up. The status call centre could do it however, which tends to suggest a web problem which is causing a) us grief and extra time calling, and b) the call centre grief by dealing with tasks which should be able to be done on line without a phone call.

Up side.......I really hope VR intends to give a bonus to all the poor call centre staff. We whinge because we can and we do have genuine things to whinge about, but those call centre staff have been great and all I can think is that they must have been going home exhausted (phyically and emotionally) and I do genuinely hope VA/VR appreciate them.

Another up side......the on-board FAs have also been great. I note they have got a bit of flak here from some, but that has not been my experience. All of them have been pretty good and some of them have been absolutely superb.

 

[medhead]

An odd time for a rep to be at work.....

As I mentioned the time doesn't tell you when the person posted. It tells you your time when it was posted.

 

[Velocity Frequent Flyer]

First of all, good to have you back. I have seen some return to "business as usual" over last weekend with some web site functions returning to service over the last weekend. If it hasn't already been brought to your attention could you also possibly have a look at the following web site issues and get back to us? Hang on to your hat!

Velocity/Virgin websites are RUBBISH - Blogs - The Australian Frequent Flyer Online Community

Hi eastwest, thanks and thanks for the concise listing. The team are aware of this, and working through the issues. We're looking for our renewed AFF involvement to help communicate the "whats" and "whens" with them all. More to come on this obviously!

 

[Velocity Frequent Flyer]

Welcome back! It's great to have an official rep on here again.

We obviously have loads of specific questions that we would love you to answer as your social networking team usually just directs us to the call centres and then the call centre staff, while very polite, are often fairly useless (I cant even understand most of the off-shore staff). I'm a big, long-time VA fan but have been very frustrated with VA this year to the point of feeling sorry for you and looking to see what your competitors are offering.

What's the best way to obtain a proper response to our queries (mine are very, very specific) - by PM to you or can we post them here?

Thanks

Hi Smit, as Lindsay mentioned, it would depend on whether you wanted a public or private reply.
For a specific Velocity member question, feel free to utilise our inbox and supply your Velocity number as well as any other contact details you think would be needed.
If the question is one for the wider group, and a new topic, a new thread would be a good place (as long as we stay on topic!).

We're aware there are a few questions, so we will try to get through these for you.

 

[TSOOBI]

Welcome back and look forward to your active participation on AFF ! Hopefully velocity may take a leaf out of QF's books and engage members for feedback with lunches / dinners / focus groups and get some feedback from their most diehard and loyal supporters.

Cheers Nath

 

[Velocity Frequent Flyer]

Pre-Sabre, I could search for some awards ex- other countries (ie not NZ, Australia or certain island nations). Since Sabre rolled into the mix, the only "from" destinations for awards are the usual Asia Pac suspects....

Should we expect other "from" locations to be re-added back into the mix?

Hi Mal, Reward Seats on VA, EY and DL were available online pre Sabre. And we currently can sell VA marketed and operated flights and VA codeshare flights operated by VX online and expect codeshare flights operated by EY to be added soon. There will absolutely be an increase in the online offerings coming over the next few months!