Platinum international redemption line?

[777]

Hey VFF,

Just a thought/ suggestion: Several of us have complained about the inability to book redemptions through the web site reliably and with partners which shunts always to the call centre. Unfortunately the Gold and Platinum call centres, though (in my experience) generally great, can't actually book international partner redemptions. I've always been referred to an off-shore call centre when booking International partner flights and my experience has ranged from ordinary to being misled with blatant misinformation at times.

So, could you pass on some feedback to the powers that be that Gold/ Platinum call centre experience could be GREATLY improved by either training them up so they can do international partner redemptions or b. at least getting some of the better performing people in the off-shore centre (people who actually know what they are talking about) allocated to handling calls transferred from the Gold or Plat line?

I don't think i'm the only one here that would find this a BIG improvement?

777.

 

[Ausbt]

Hey VFF,
has ranged from ordinary to being misled with blatant misinformation at times.
777.

My favorite so far: I was making enquires about reward bookings SYD-JFK, knowing I'd need to fly VA metal for upgrades but none-the-less running through various scenarios anyway for cash on Delta metal. Some issues came up with the layover time at LAX transferring from VA to DL, so the o/s call centre made the suggestion I might consider just using Delta to fly direct from SYD to JFK. "Direct?" I sputtered. "Are you sure? You mean direct as in no stops at all?" "Why yes sir." I kindly pointed out that would make the journey the longest non-stop air route in the world at this time and urged her to confer with colleagues on this one, which she later did as not-surprisingly she had a lot of trouble calculating what the points redemption was going to be on that one.

 

[Fruitcake]

"Direct?" I sputtered. "Are you sure? You mean direct as in no stops at all?"

DL16 operates SYD-JFK direct via LAX. This article might be helpful:

Which is better & what's the difference: nonstop or direct flights?

Nonstop flights are flights that literally do not stop between your origin and destination airports, while direct flights stop at another airport, but continue on with the same flight number. Connecting flights are where you change plane and flight number at that other airport.

 

[Ausbt]

Many thanks, clearly my misinterpretation there. Apologies to VA's o/s call centre!

 

[Velocity Frequent Flyer]

Will take that onboard 777.

 

[N860CR]

Virgin's foreign call centre is one of the worst I've ever dealt with. I'm sure it costs them next to nothing. It's a world of difference calling QF to book a complex ticket and dealing with a knowledgeable staff member to then call Virgin with even the simplest question that gets regularly stuffed up.

We shouldn't have to fight through multiple menus (like going to "Velocity" instead of reservations to access the local premium call centre. A family member of mine is also platinum and did what the usually person would and called through to change a booking and ended up with the useless offshore staff. They couldn't even manage a simple flight change!

 

[smit0847]

I agree the foreign call centre is awful. I can barely understand the people I speak to (both due to the quality of the line and the level of English of the operator) and they can barely understand me too.

They clearly are forced to stick to a script regardless of the circumstances which leads to WPs being forced to sit through a description of check-in times and baggage limits. Why are WPs and SGs asked if they would like to add baggage if these statuses automatically include baggage for free?

 

[bcworld]

They clearly are forced to stick to a script regardless of the circumstances which leads to WPs being forced to sit through a description of check-in times and baggage limits. Why are WPs and SGs asked if they would like to add baggage if these statuses automatically include baggage for free?

Even the locals forget! I was booking a Saver Lite 2 for 1 with the platinum line last night and she told me I could have cabin baggage only!

OT...but the first time I rang I didn't even get a chance to enter my Velocity number...just a "our lines are jam packed"...so bugger off! Second time no jam but long wait for Platinum line...thought that was quite unusual.

 

[jneufeld]

I just went to book an international multi-city revenue booking and upon selecting the appropriate international options in the phone menu was put through to the normal Velocity platinum desk. They took down all the details of the flights I was after and called me back about 15 mins later with all the prices. It appears that this is now the work around to protect elites from the horrible overseas call centres. Next step is to make it all possible online, like most other airlines are capable of doing.