Velocity not offering a consistent level of service.

[Matt76]

Hi I just wanted to find out if anyone is having the same experience. I have been platinum and archived partner platinum for the past 2 years. I only fly Virgin where I can and always fly on a Flexi.

I am usually on the road and most of the time change my return flights due to meetings ect.. I have found over the past couple of weeks when you call the velocity platinum desk to change a flight sometime they want to charge $35 to do it over the phone and sometimes they don't.
Until 2 weeks ago I did not even know there was a $35 fee to do this over the phone.
last week I was in the car with a colleague and they would not let me change the flight without paying the fee and the person on the phone to my colleague waved the fee.
I'm happy to pay the fees if they are in the terms in buying the ticket gut their has to be a consistent level of service.
anyone had any similar experience?

 

[Deleted member 29185]

The T&Cs say the fee is chargeable.

Any waiver is a bonus which use to happen more regularly than of late. You could try what some of us do and that is to book the latest flight and fly ahead if appointments finish early/don't happen etc

 

[totd]

I thought the policy was to wave the fee if you're making a request that cannot be done via the website. I'd love to be able to move flights via the website, but most of the flights I book report an error.

Your booking cannot be modified online. Please contact us for more information. #00169​

You could try suggesting that the system does not let you change online and ask how they suggest you do it without incurring the fee.

 

[JohnK]

There is a fee involved to chang flexible tickets?

If this is being handled inconsistently by call centre staff then the best you could do is hang up when they ask for the $35 fee and call back again to get a different agent.

 

[samas]

The past two years I had been gold and never been charged the $35 fee, In June I made Platinum and they tried to charge me on two occasions. I knew I wouldn't be able to change my flights online due to error so call up and don't bother trying. As the Platinum desk said I could change online for free I went online and thought I'd give it another try...

Your booking cannot be modified online. Please contact us for more information. #00646

Call back, they try to charge me the $35 again and then only after quoting the exact error number do they add that into some comments box as to why they didn't charge the fee.

I also made a points booking on the phone and paid the $35 fee as points bookings on the website was broken at the time..