Guest Service Notice

[futaris]

Virgin Blue > Minor Incident Report

The Guest Contact Centre is currently experiencing unusually high call volumes as a result of an unexpected system error. As a result, our call wait times are extremely high. We apologise for any inconvenience, and suggest that you call back tomorrow if the matter is not urgent.

Unusual for Virgin Blue to be having problems...

 

[simongr]

Perhaps tied to the lack of follow up sale in response to QF's? Perhaps a failure at their datacentre...

 

[SeaWolf]

That's funny, I got the email advertising DJ's sale before I got the QF one. Thought QF must have been following them:
Virgin Blue > Best Fares

I think both of them know when the other is going to run a sale well in advance of it going public. Both of them are always ready to immediately go when either of them launch a sale.

I think it's more likely that they're getting swamped because there is or was some problem with online booking or Velocity.

 

[wallacej]

Not sure if this is tied in, but yesterday almost every flight out of Sydney was delayed. I know my original flight was cancelled. I was called 3 hours prior to flight, and asked if I wanted another earlier/later flight. I took one an hour later.

On arrival at checkin I discovered there were two cancelled SYD-MEL flights yesterday evening (around 6pm).

Maybe the switch ws busy making hundreds of calls to reschedule????

​

 

[crazydave98]

Yesterday an Energex (QLD electricity company) generator in the basement of our head office building exploded and the building was basically shut for the day. We relocated the guest contact centre to the emergency back up space in another building but it doesn't have the same capacity - hence the email to futaris that started this thread. Also meant our Revenue Management staff couldn't work - someone on another thread noticed we had no Happy Hour yesterday, but it also interfered with our sale launch. There was another problem with some of our systems which cutover to backups - some bug was trying to reroute through the head office servers which were down because of the power failure. This shut down flight planning for a little while until fixed which caused some problems with dispatching flights which wallacej experienced.
cheers
CrazyDave98

 

[oz_mark]

I think both of them know when the other is going to run a sale well in advance of it going public. Both of them are always ready to immediately go when either of them launch a sale.
.

They would already know what prices they were going to go wirh, they would have a good handle on loads, so setting up the sale is probably not a big issue.

 

[Evan]

They would already know what prices they were going to go wirh, they would have a good handle on loads, so setting up the sale is probably not a big issue.

But and datacenter outage which takes offline so many systems is a big issues ! this is why our company chooses to have 2 datacenters some kms apart in an active-active cluster setup and standby datacenter hundreds of kms away.

Been through a complete DC outage this year due to power issues, thankfully everything worked perfectly ! well all my systems did

E

 

[NM]

... but it also interfered with our sale launch.

My dyslexia is kicking i again. My first reading of your message was interpreted as "but it also interfered with our sales lunch". The second parse resulted in the correct interpretation.

 

[serfty]

... The second parse resulted in the correct interpretation.

But not nearly as interesting ...