Flight delay notifications

[OzEire]

In my limited experience with Virgin staff it would appear they do not have the same experience as Qantas staff.

I have seen a few VA staff wrestle with their system. I always attributed it to a complex and perhaps user unfriendly system.

But recently what I have encountered is an unwillingness to even bother checking the computer to even see if a change is possible. Now, if this is apathy then the company should be motivating staff to provide customer service, but lets be generous and say its systemic - eg. Staff know that a fight with the computer will cost them time, effort and may still not result in a happy customer then maybe its just easier to give some BS reason why the customer's wish cannot even be tried. I don't like either option.

Like John K said, this is rare on QF in my experience, its something new I have found experimenting with VA this year.

But here's a pro tip... If you're going to make-up a BS 'policy' you should at least ensure that the customer is not such a frequent customer to have had direct experience of the opposite...perhaps by scanning their card or BP, being gold or plat should be a fair indicator.

Ps. I should add that its not every VA staff member, but the unhelpful ones are too numerous to be considered the odd ones out. Individuals or let down by their company/systems, either way its not acceptable.