Is it time for Virgin Australia to extend call centre hours?

[Paul0050]

Surely its time for Virgin to extend their Guest Contact Centre hours - even to have only a small staff manning the phones after 18h00?

 

[pgsdiver]

My bloody oath it is. I just got a flight cancellation for tomorrow morning and nobody around to help with changes.
I get that they've been doing it tough, but when flights are disrupted they should have a contingency plan to deal with inquiries.
After having moved all of our business to Qantas two years ago, I've just started venturing back to VA myself but I may have been a little premature.
Rgds,
P

 

[wendlle]

I've just booked a flight with Qantas and have to call them I thought, I'd have to wait until Monday but they have call centres 24hours a day!
Virgin really need to step-up especially when we can't do most of what we have to do online these days.

 

[Carrots]

I've just booked a flight with Qantas and have to call them I thought, I'd have to wait until Monday but they have call centres 24hours a day!
Virgin really need to step-up especially when we can't do most of what we have to do online these days.

They're running 24hrs to factor for the 4-6hr wait time some people have posted about

(But yes agree, would be handy if they could extend their hours.)

 

[Astro]

I call this morning (Monday) and got through in 3 minutes. Monday morning must be the time to call!

 

[wendlle]

I tried to call yesterday at 1pm and got a 2hr wait so hung up
Am willing to bet early AM is a better time

 

[ferntree]

Definitely they should increase hours 7 days a week, say 7:00 am to 10:00 pm would be reasonable.

 

[Carrots]

Interestingly, I called last Monday evening to change some flights due to the State of Origin move to QLD. Didn't get the Platinum team, but did get a lady (I assume in Phillipines) who was quite helpful and shifted my flights around with hassle. Wait was under a few minutes. Also called Wednesday morning to change a seat for the other half as couldn't do online (which is in itself frustrating), and was was less than a few minutes.

 

[TMP]

Am Gold and called last Friday morning at 11am to cancel a booking that I couldn't online (had paid for Economy X) and the call was answered immediately - was very, very (happily) suprised.

But, yes, the hours still need to be extended especially as so many transactions can't be done online.

 

[henrus]

I don't think the hours need to be extended but the ability to make changes online would solve this problem.

Plat upgrades, booking changes, booking credits, etc should all be moved online, other airlines can manage so I've got no idea why VA struggles (although QF is no better).

 

[ferntree]

I agree with you that it would make sense to allow more things to be done on line. However, there are times when you really do need to speak to someone.

 

[Astro]

My experience is making your call early in the morning will ensure very short wait times. Even with all that is going on with borders at the moment.

 

[ozstamps]

I've been on wait for over an hour several times in evenings despite keying in Plat account number.

Only to reach 7pm and get the exasperating OUR CALL CENTRE IS NOW CLOSED.

Aeroflot stuff and has been this way for 6 months.

 

[MooTime]

I've been on wait for over an hour several times in evenings despite keying in Plat account number.

Only to reach 7pm and get the exasperating OUR CALL CENTRE IS NOW CLOSED.

Aeroflot stuff and has been this way for 6 months.

so your tryin in middle of lockdown, hmm no surprise, QF same same, best you try Rexy, with 3 pax per flight you'll get right thru.

 

[ozstamps]

so your tryin in middle of lockdown, hmm no surprise, QF same same, best you try Rexy, with 3 pax per flight you'll get right thru.

So incredibly helpful. You did READ the thread heading I imagine - well maybe not -

''Is it time for Virgin Australia to extend call centre hours?''​

 

[Carrots]

Rang VA twice today at 9am and 11am (may or may not have missed a flight) and was through within a minute or so each time after details entered - both times key Plat details and pin so went through to the Platinum team.


Maybe for some people its