Reduced Velocity Call Centre Hours

[DSFlyer]

I may be wrong, but the velocity call centre I am sure was available on weekends and up till 10pm on weeknights.

Just went to upgrade a flight for next week and got a recorded message that says they are only open mon to fri 8am till 8pm. Checked the website and found this

You can contact us by calling our Membership Contact Centre on one of the numbers below, during the hours 8am-8pm Monday to Friday (Sydney time) excluding Australian public holidays:

I am not sure I have been notified of this enhancement!

 

[MarkD]

I thought virgin had their call centre in BNE? If so, why do they use SYD time? Doesn't bother me as I never call them, just OT and curious

 

[LiamR]

I could have sworn it was 0600-2200. Hmmm

 

[DSFlyer]

I could have sworn it was 0600-2200. Hmmm

And on weekends

 

[bullerdude]

And on weekends

Wow... that quite disappointing. As a Platinum customer I expect good support hours, especially weekends.

 

[Fruitcake]

I thought virgin had their call centre in BNE? If so, why do they use SYD time? Doesn't bother me as I never call them, just OT and curious

They probably got sick of retarded southerners filling their social media pages with derisive comments when happy hour, which runs from 4pm-6pm AEST, didn't start until 5pm in Sydney during summer.

 

[mella2007]

I've tried to call past 8pm and can never get through. Worst time on hold is Friday's around 5! Even their reps complain about it!

 

[Deleted member 29185]

More of that bloody cost cutting. Perhaps JB has been ousted by Campbell Newman!

(oh and Mark, have a look at the international number on the back of your Velocity card...........(02)!

 

[Virgin Australia]

Hi all, we'd like to clarify the Velocity Membership Contact Centre opening hours as these haven't changed and are as follows:

Platinum and Gold members 07.30am to 22.30 (Brisbane time) 7 days a week
Silver and Red members 08.00am to 20.00 (Sydney Time) Mon-Friday.

In order to access the priority desk for Platinum and Gold members, dial 131 875 and select option 2. This will then prompt to enter your member number and direct the call accordingly (if an error is made when entering the member number the call will be directed to our main Velocity Membership Contact Centre).

We can confirm that we were receiving calls into Brisbane up until 22.30 last night.

Please give us a call back at your convenience.

 

[DSFlyer]

Hi all, we'd like to clarify the Velocity Membership Contact Centre opening hours as these haven't changed and are as follows:

Platinum and Gold members 07.30am to 22.30 (Brisbane time) 7 days a week
Silver and Red members 08.00am to 20.00 (Sydney Time) Mon-Friday.

In order to access the priority desk for Platinum and Gold members, dial 131 875 and select option 2. This will then prompt to enter your member number and direct the call accordingly (if an error is made when entering the member number the call will be directed to our main Velocity Membership Contact Centre).

We can confirm that we were receiving calls into Brisbane up until 22.30 last night.

Please give us a call back at your convenience.

Good to hear but last night after entering my platinum number, I got a recorded message that the call center was open 8am to 8pm hence my post. Must have been a glitch with the system and am glad to hear it has not changed.

I did contact them this morning and they were extremely helpful as usual.

Thanks for the feedback Virgin

 

[UP4014]

For such an organisation why wouldn't they have a 24 hour contact centre?

 

[mella2007]

For such an organisation why wouldn't they have a 24 hour contact centre?

Some of the biggest companies don't even have one. Foxtel for example close at 11pm for Technical Support & Billing. Some of the banks aren't even 24 hour. All comes down to supply and demand (and costs of course!)

 

[UP4014]

Some of the biggest companies don't even have one. Foxtel for example close at 11pm for Technical Support & Billing. Some of the banks aren't even 24 hour. All comes down to supply and demand (and costs of course!)

Shouldn't matter what others do should it?

Virgin would have many more customers than Foxtel.

But as you say, it's all about the money.

 

[oz_mark]

For such an organisation why wouldn't they have a 24 hour contact centre?

The Virgin Australia Guest Contact Centre is 24 hours per day. The Velocity membership contact centre more restricted.

(Not unlike the equivalents at their main competitor really...)

 

[UP4014]

The Virgin Australia Guest Contact Centre is 24 hours per day. The Velocity membership contact centre more restricted.

(Not unlike the equivalents at their main competitor really...)

I did mean Velocity. I guess until the first one does something the others think they don't have to or need to.

 

[Aus ATC]

My last couple of calls to 131875 (with my correct member number) have resulted in extended waiting periods - it has been as if the normal Platinum priority is not being properly processed. Perhaps the call centres have been enhanced.

 

[koonyaflyer]

My last couple of calls to 131875 (with my correct member number) have resulted in extended waiting periods - it has been as if the normal Platinum priority is not being properly processed. Perhaps the call centres have been enhanced.

I was talking to one of the team there on Friday morning and she said that the number of members calling in about their status at the end of status match period, the complimentary upgrades and significant sickness in the team had really stretched them in the past 2 weeks. She was really quite genuine in her apologies. Having managed a travel call centre team, I know how fragile it can be when just one or two people are away sick in peak times. Not an excuse, but I do try to have empathy for them!