Unreasonable wait times on phone

[Rebekkap]

I've called Virgin three times recently - once a couple of weeks back, when it took nearly half an hour on hold for my call to be answered (28 minutes) and twice today, when the first time it took nearly 20 mins, and the second time 15.

Not good enough! They need a Premium desk like Qantas has. You shouldn't expect your Platinums to wait nearly half an hour on the phone!

I must say the service is very good once you get through - but sheesh!

 

[The Rok]

They do have a Premium call centre for WP's

 

[lovestotravel]

They do have a Premium call centre for WP's

Yes and I have had to wait anywhere between 2-30 mins to get through as a Platinum

Once even I got through and they said since my matter was not that important that they would have to call me back!

Never have a problem getting through to Qantas even as a Silver member

 

[Rebekkap]

They do have a Premium call centre for WP's

I was calling the number on the back of my Platium card - so if that's the Premium line, I hate to think how long everyone else has to wait (and it's not what I'd call a premium experience!)

 

[Guile99]

I've never waited more than a few minutes on the velocity line..?

 

[mannej]

This is an issue that comes up for both airlines.

You have all seen the horror stories with wait times (The man who was on hold overnight on QF for example).

It would seem that for most of the time, the systems do well handling the volumes of calls, however it is not always 100% perfect.

When people say they are always on hold for 30+ minutes etc, I do wonder, however I have no reason to doubt them.

Saying that, the difference in service (on QF) between the Status desk and non status desk is amazing - but that tale is for another day.

 

[Rebekkap]

This is an issue that comes up for both airlines.

You have all seen the horror stories with wait times (The man who was on hold overnight on QF for example).

It would seem that for most of the time, the systems do well handling the volumes of calls, however it is not always 100% perfect.

When people say they are always on hold for 30+ minutes etc, I do wonder, however I have no reason to doubt them.

Saying that, the difference in service (on QF) between the Status desk and non status desk is amazing - but that tale is for another day.

I don't expect it to be perfect at all times - but I don't expect to wait half an hour as a Platinum either - I never have when ringing the premium desk at Qantas - five minutes at the outside. Virgin's service once they answer the phone is undoubtedly better, but the wait times are ludicrous.

 

[drewbles]

I also posed the same question several months ago. I have waited in excess of 30 minutes to be put through to the regular Asian-based call centre. When I asked if I had reached the Platinum desk I was told "Sorry sir they are busy and you've got through to us". Apparently overflowing.

On the flip side, i've had my call answered in under 30 seconds (including the IVR prompts). I'm not sure how many people they have manning the premium desks, but it would appear as though it must fluctuate wildly (even during peak periods i've sometimes had my call answered in under a minute).

 

[lovestotravel]

I don't expect it to be perfect at all times - but I don't expect to wait half an hour as a Platinum either - I never have when ringing the premium desk at Qantas - five minutes at the outside. Virgin's service once they answer the phone is undoubtedly better, but the wait times are ludicrous.

The Qantas phone system ensure that Plat calls go to the front of the queue, and the new system coming in the next month or so will be even better as it will distribute the calls more evenly between the different call centres for all callers!

You may or may not actually be speaking to a real Plat rep, but you will always get your call answered before no status/low status callers with Qantas

Virgin I have no idea, but a 20min plus wait for a Plat member would mean a much longer wait for others, you would ASSUME.

 

[Fruitcake]

Has anyone tried entering a Qantas WP FF number when calling Velocity? The status match extension demonstrates that DJ values QF frequent flyers more than their own customers, so you'd probably get your call answered immediately?

 

[toowongman]

I hope people don't use this thread as an excuse to ring Velocity just to see how long it takes for them to answer the phone...

 

[tuapekastar]

I have never had to wait long but by the same token I've never had to step through so many levels of IVR menus as I do with DJ!

 

[ff-jr]

I called earlier to inquire about redeeming points for a SYD-LHR flight and the call was picked up instantly.

That said, they told me they couldn't help me with international redemptions and put me through to the international reservations crew, who in turn had no idea about international redemptions. o_0

 

[hydrabyss]

Never had a problem with the Gold help desk.Longest wait may have been 5 mins between 6-7pm.Always go for option 2 and they answer that it is the Velocity Gold help desk.

I wouldn't complain about the Velocity system as compared to StGeorge.As a StGeorge gold client I get priority phone service.10 years ago it would have been answered by an Australian call centre straight away.Now its a menu and then having to say your name.Not sure how it works but if it does not recognise your name because your not clear enough it must send you overseas and I gave up after 30mins. Rang straight back and was answered in under a minute.

 

[Bolthead]

I've never waited more than a few minutes on the velocity line..?

Me too... always has been prompt service.