Double Status Credits - Virgin call centre ignorant

[rockplat]

Just got off the phone the velocity call centre as double staus credits for flights taken in business class this weekend have not materialised (usual credits and points appeared). Seems the call centre dont know about the promotion, telling me that promotion ended - Ah No it hasn't, its just begun again! They didnt beleive me and asked me where I got my information from. I pointed them in the direction of their website, was put on hold for a few minutes, and told they would be back to me.....

 

[maninblack]

Just got off the phone the velocity call centre as double staus credits for flights taken in business class this weekend have not materialised (usual credits and points appeared). Seems the call centre dont know about the promotion, telling me that promotion ended - Ah No it hasn't, its just begun again! They didnt beleive me and asked me where I got my information from. I pointed them in the direction of their website, was put on hold for a few minutes, and told they would be back to me.....

Your experience is about standard. I think at last count the Virgin Platinum line was batting about 0 - 6 on my enquiries. And they are unlikely to get back to you either. Oh well, my guess is that a good percentage of the staff are pretty new to the job. Disappointing, it certainly feels like 'amateur hour' over at Virgin much of the time.

 

[MarkD]

yes, they do appear to be struggling in almost all areas at the moment... Too much change?

 

[greenfish]

The Platinum line is dreadful - and emails worse. At least you get to speak to someone on the Platinum line, with emails I get the auto response, and nothing else.

 

[MomoWang]

I had some J flights on the weekend. Double points credited on Monday for the Saturday flight, credited on Tuesday for the Sunday flight.

Hope it gets fixed for you soon.

 

[anat0l]

The Platinum line is dreadful - and emails worse. At least you get to speak to someone on the Platinum line, with emails I get the auto response, and nothing else.

Say it isn't so.

There was good anecdotal evidence on this board that the Platinum line was doing very well at its inception (and continues in some circles), especially since it was quite new.

I know that when I hit QF Platinum for the first time, the Premium Desk was one of the first things I really valued about being Platinum (and still do - they're pretty good at what they do IME).

PMing Virgin Australia shouldn't have to be a primary measure of resolution for VFF Platinums.


Just hoping it's a simple slip up, i.e. it's not usually SOP that these kinds of promos are around, though this one shouldn't be so badly handled since it's not like, say, the QF promos which are targeted (this is a general promotion).

 

[straitman]

The Platinum line is dreadful - and emails worse. At least you get to speak to someone on the Platinum line, with emails I get the auto response, and nothing else.

Each time I have used the Platinum line they have been awesome.

 

[Gremlin]

Each time I have used the Platinum line they have been awesome.

What he said...

 

[DSFlyer]

Your experience is about standard. I think at last count the Virgin Platinum line was batting about 0 - 6 on my enquiries. And they are unlikely to get back to you either. Oh well, my guess is that a good percentage of the staff are pretty new to the job. Disappointing, it certainly feels like 'amateur hour' over at Virgin much of the time.

I have never had an issue with the Platinum call centre and have always been helpful, and come back to me if needed.

 

[koonyaflyer]

Each time I have used the Platinum line they have been awesome.

What he said...

Never had a problem with them. In fact they are one of the best call centres I deal with. Prompt call backs if they cannot resolve, great attitude, and they value my time!

 

[darrend]

A little ignorant here ... is the Platinum line a seperate number to the 131875 on the website or is it that it is routed differently when the Velocity # is keyed in at the prompt? I only see the one number.

When I log into my *Gold account I see a different contact number for status members - which is not available to non status members. Not sure if VA has a different # for its status members.

In regards to dealings with call centre - have been mixed, certainly since I have been Platinum I have seen a vastly improved attitude and willingness to assist, but I wonder if that is just the luck of the draw.

 

[medhead]

I can rarely get through to the platinum call center. If I honestly follow the prompts I usually end up with the normal call center, who for example have had no idea about the 4 platinum upgrades. This is calling 131875.

Called to use a credit the other day. Whereas there are reports of the platinum call center giving Internet rates the person I got wouldn't move from the phone rate or double charging the credit card fee.


Sent from the Throne (80% chance) using Aust Freq Fly app

 

[maninblack]

I have had no problem getting through to them and the attitude is positive and friendly. Lack of knowledge has been the problem in my experience which is directly consistent with the experience of the OP. Last time I called I was given information that I later found out was simply incorrect.

 

[777]

In my experience they have been excellent as well although i'm sure there is a very steep learning curve here. Most of the staff are very new, the program itself is being changed rapidly and, to be fair, a lot of what types like us ask about deals with pretty specific complexities when 90% of what they deal with will be along the lines of "can i change my flight time" and "can i book a reward seat to ...."

Rockplat, did they eventually get back to you?

 

[rockplat]

No, they havn't yet solved the issue, however in all fairness I only rang yesterday afternoon, so i'll give them a couple of days. I can understand some errors in the system regarding awarding of double points (although i had thought it was an automatic system), what erks me the most, is that I had to "prove" to them that they were offering such a deal!!!!! Oh well, I'll report back in a couple of days....fingers crossed.

 

[rockplat]

I recieved this email from Virgin

"Thank you for your recent enquiry.

As per our Double Status Credits promotion, eligible flights must have been booked between the 31st of October 2011 and the 13th of November 2011, and flown between the 31st of October 2011 and the 31st of January 2012. As your flight reservation J464WV was booked on the 27th of January 2012, these flights are not eligible for double status credits. We apologise for any inconvenience. We are sure there will be many more ways to reward you soon.

Am I going nuts or does their website not state double status credits are on again?

 

[awilcockson]

You aren't going nuts:

Airline Special Offers | Velocity Frequent Flyer

To celebrate, every Business Class flight you take on Virgin Australia domestic and international short haul services** between 26 January and 29 February 2012, will earn double Velocity Points and Status Credits* - even on flights already booked.

Virgin's bolding, not mine ...

 

[medhead]

Email back a link to the website. I can see it in black and white.


Sent from the Throne (80% chance) using Aust Freq Fly app

 

[muppet]

Am I going nuts or does their website not state double status credits are on again?

I booked and flew J for Aus day and received double points and status credits straight away. Not sure what their problem is for you.

m

 

[maninblack]

I recieved this email from Virgin

"Thank you for your recent enquiry.

As per our Double Status Credits promotion, eligible flights must have been booked between the 31st of October 2011 and the 13th of November 2011, and flown between the 31st of October 2011 and the 31st of January 2012. As your flight reservation J464WV was booked on the 27th of January 2012, these flights are not eligible for double status credits. We apologise for any inconvenience. We are sure there will be many more ways to reward you soon.

Am I going nuts or does their website not state double status credits are on again?

Good grief Virgin. Hair pulling time.:!:

And yes it is a real promo, I got my double SC's the other day automatically.