Guest Relations response time

[hydrogen1]

Hi everyone. Just wondering how long it really takes Guest Relations to respond to a Gold member in relation to feedback/complaint?

I was put in an unexpected, uncomfortable and awkward situation (which was outside of my control) on a flight from SYD to BNE in mid-August. I sent Virgin Australia feedback on my experience. The auto-email I received from them 17 working days ago states the following:

'We aim to investigate your feedback and make contact within 15 working days where possible.

To ensure your reply is prioritised accordingly, we recommend you include your Velocity membership number and reservation number (where applicable) on all correspondence. For Velocity Platinum members, Gold members and Business Class guests we aim to contact you as soon as possible.'

 

[Mur@no70]

I got a response in 3 business days (this was early Aug 2013)

 

[UP4014]

17 days way to long for any customer not to receive a response, regardless of gold status.

 

[smit0847]

I usually get a response within a few working days as a WP, however its usually a generic response to a different question which forces me to go back to them and say 'please read my question properly as you answered a different one'.

I would contact them on facebook or twitter - they are usually pretty quick to respond that way.

 

[hydrogen1]

Thank you so much for your prompt replies!

I will try an alternative method as per smit0847's suggestion.

 

[Bugalugz]

I submitted Sunday night and got a fully written response first thing the next morning so within 18hrs!

I did post a pretty similar feedback on here to what I sent in, so not sure if that had a bearing on the situation but I was certainly impressed to get feedback to the complaint within 18hrs!

 

[hydrogen1]

Interesting! Good to hear they got back to you quickly.

I sent VA a message on Facebook earlier today and below is the response I received:

'We're sorry about the delay in responding to your feedback. Our team are currently dealing a slightly higher volume of feedback than usual. We can assure you an experienced member of our team will be in touch with you as soon as they possibly can.'

 

[hydrogen1]

Just thought I'd let everyone know that this morning I received a response (a thank you and an apology) from Guest Relations!

 

[alien]

Great to hear. I'm just about to lodge a complaint about them not responding to a previous complaint and online feedback.

 

[quick_dry]

PM their representative on this forum, they seemed to move my questions through very promptly (and with results)