VA Customer Care

[twazi]

I was one of the passengers turned back half way to Newcastle from Melbourne Friday afternoon. VA did a fantastic job trying to still get us there but ultimately the runway problem at NC was out of their control. From the time we knew we couldn't get there, things went south. I was booked on a flight for Sunday via Brisbane, again that's fine they did the best they could on a very busy east coast weekend. When it came to accommodation and expense processing they have been terrible. Nobody on the ground could tell me what the deal was with accommodation and expenses, nor phone support. The matter was confused by a team member telling me I'd get a text re accommodation options. After nearly a 1 hour wait in line at the service desk I took all my gear back through security to ask at the lounge. They straight away gave me the $200 per night etc info that I now know is on the website, but remember a team member said I'd get a text. I was at the airport from 11:00am until after 9:00pm. Because of concerts and other events there was no affordable accommodation and I had to stay at a $345 per night apartment, I explained this but don't hold much hope even though I'm a platinum member. Now I'm trying to make the claim and their systems can't cope with it. They're asking for piecemeal info and their mailbox keeps failing (too full). I've been a gold or platinum member since 2011 and never been so disappointed in them, I'm usually a big fan. Has anyone else had this trouble communicating with them of late?

 

[Bagpuss]

I was one of the passengers turned back half way to Newcastle from Melbourne Friday afternoon. VA did a fantastic job trying to still get us there but ultimately the runway problem at NC was out of their control. From the time we knew we couldn't get there, things went south. I was booked on a flight for Sunday via Brisbane, again that's fine they did the best they could on a very busy east coast weekend. When it came to accommodation and expense processing they have been terrible. Nobody on the ground could tell me what the deal was with accommodation and expenses, nor phone support. The matter was confused by a team member telling me I'd get a text re accommodation options. After nearly a 1 hour wait in line at the service desk I took all my gear back through security to ask at the lounge. They straight away gave me the $200 per night etc info that I now know is on the website, but remember a team member said I'd get a text. I was at the airport from 11:00am until after 9:00pm. Because of concerts and other events there was no affordable accommodation and I had to stay at a $345 per night apartment, I explained this but don't hold much hope even though I'm a platinum member. Now I'm trying to make the claim and their systems can't cope with it. They're asking for piecemeal info and their mailbox keeps failing (too full). I've been a gold or platinum member since 2011 and never been so disappointed in them, I'm usually a big fan. Has anyone else had this trouble communicating with them of late?

FYI the mailbox full is an IT issue, they are receiving the mail.

I know this because I've been having customer care issues (through what I'm told partly affected by the NTL issue) and raised through different channels.
I received conflicting information which they have now acknowledged and is with management trying to work it out (so I'm told).

There's no point email ATM because they just say to call.