Ignore? Not sure i want to go there!

[serfty]

Looking at VA app this evening and checking my future bookings and saw this.



I may or may not have missed the flight, especially the second segment.

 

[AIRwin]

Was it a refund?

 

[ozstamps]

Maybe it is the telephone answering service new Motto?

Sat on hold to the alleged Platinum line last night for over an HOUR.

Someone offshore finally answers.

Me - I'd like to upgrade some CHOICE tickets please. I can only do this via phone.

Offshore - sorry can't help with such a super complex issue - please call back tomorrow.

'Anything else I can assist with'

I kid you not.

 

[jakeseven7]

Maybe it is the telephone answering service new Motto?

Sat on hold to the alleged Platinum line last night for over an HOUR.

Someone offshore finally answers.

Me - I'd like to upgrade some CHOICE tickets please. I can only do this via phone.

Offshore - sorry can't help with such a super complex issue - please call back tomorrow.

'Anything else I can assist with'

I kid you not.

At least you got through to them, I didn’t realise the Virgin do not care customer line was still not operating 24 hours…. Because of…. COVID…. Sigh.

 

[Gold Member]

I’d ignore it if I were you Serfty.

 

[Notyourbag]

Maybe it is the telephone answering service new Motto?

Sat on hold to the alleged Platinum line last night for over an HOUR.

Someone offshore finally answers.

Me - I'd like to upgrade some CHOICE tickets please. I can only do this via phone.

Offshore - sorry can't help with such a super complex issue - please call back tomorrow.

'Anything else I can assist with'

I kid you not.

I called up last week to the Platinum line to upgrade to business from a choice fare and got answered within 30 seconds. The gentleman said he was actually with Virgin Atlantic but they provide overflow support to VA for Platinum members!

 

[Harrison_133]

Sat on hold to the alleged Platinum line last night for over an HOUR.

I think the current hours for the Platinum line have it closing at 8pm AEDT. Outside of those hours you get shafted to the normal call centre with priority, but given the weather disruptions over the past few days it’s not really surprising you had to wait that long.

I’ve called during the day when the platinum line is open a few times over the last few weeks, and have never waited more than 5 minutes for them to pick up. In saying this, the offshore team should at least have some basic training in platinum specific stuff…

At least you got through to them, I didn’t realise the Virgin do not care customer line was still not operating 24 hours…. Because of…. COVID…. Sigh.

This constant, unfounded criticism of VA does get tiring real quick. VA well outperforms QF in priority phone service, many people have shared their experiences on this forum and the QF thread with over 1k posts at how woeful their phone lines are shows exactly that. But sure, keep having a crack at VA like usual while ignoring the very real criticisms of QF.

 

[BNEFlyer]

I think the current hours for the Platinum line have it closing at 8pm AEDT. Outside of those hours you get shafted to the normal call centre with priority, but given the weather disruptions over the past few days it’s not really surprising you had to wait that long.

I’ve called during the day when the platinum line is open a few times over the last few weeks, and have never waited more than 5 minutes for them to pick up. In saying this, the offshore team should at least have some basic training in platinum specific stuff…

This constant, unfounded criticism of VA does get tiring real quick. VA well outperforms QF in priority phone service, many people have shared their experiences on this forum and the QF thread with over 1k posts at how woeful their phone lines are shows exactly that. But sure, keep having a crack at VA like usual while ignoring the very real criticisms of QF.

I called the Gold line yesterday and spent longer going through the IVR than having to wait to speak to someone. I've never had to wait more than 5 minutes when calling as a Gold member.

 

[AIRwin]

But sure, keep having a crack at VA like usual while ignoring the very real criticisms of QF.

"Ignore" is ironically in the title of this thread...

 

[dajop]

You didn’t make it to Colombia then?

 

[stm1sydney]

Maybe it is the telephone answering service new Motto?

Sat on hold to the alleged Platinum line last night for over an HOUR.

Someone offshore finally answers.

Me - I'd like to upgrade some CHOICE tickets please. I can only do this via phone.

Offshore - sorry can't help with such a super complex issue - please call back tomorrow.

'Anything else I can assist with'

I kid you not.

Just call during the day tomorrow. VA is doing fantasticly well, considering.

 

[clifford]

Just call during the day tomorrow. VA is doing fantasticly well, considering.

Yes indeed.

I do recall Glen from his UA days.

 

[serfty]

Maybe it is the telephone answering service new Motto?

Sat on hold to the alleged Platinum line last night for over an HOUR.

Yeah, can't generally do complimentary upgrades outside of ~7am to 8pm Monday to Friday.

As for calling Monday or Tuesday this week, weather issues caused much congestion.

[I tried to call Qantas Monday due to an urgent award seat issue, as a Platinum, I gave up after 45 minutes - the longest I have had to wait with Qantas in the last two years during business hours had been 15 minutes. In the end I hung up and went with plan B.]

 

[serfty]

You didn’t make it to Colombia then?

No, sadly.

Checking today, it is still there although the date has changed to later this month.

The booking reference matches that of a trip I flew Tuesday for which points and SCs have credited.

All my other bookings are there, so I guess I can , indeed, ignore.