Velocity Outstanding Customer Service

[kiwi1972]

Dear Mr/Mrs Velocity,

I have just spent about 30 minutes talking with a man called Keith from the platinum velocity centre. I had a really curly booking to try and sort out. I previously booked my family a trip to Bali 23/11-01/12. I wanted to add my niece to the booking. Keith looked on the virgin booking system and came with a price of $460 return, I had just been on the virgin website and could book it online for $363. Keith stated sometimes they have web specials, he then looked on the virgin website. Keith already had my nieces details velocity number etc and he asked me if I would like him to book the flight for me on the website. I said absolutely. After doing all this for me he then linked the two bookings together and allocated the seats so we are all together! All done in a very professional and positive manner! Just got the feeling he could not do enough for me absolutely brilliant! I spoke to Keith at approx 1430 on the 22/08. PLEASE track him down and thank him very much for the excellent service he provided me!!!

Kind Regards
Paul Britton

 

[MartinMemo]

I have had some of the best service I have ever received from any company this month with Virgin, and want to preface this by saying im only VA Silver and the majority of the bookings were saver fares.

- The Melbourne lounge manager "mo" has gone out of her way on more than one occasion to find me a nice quiet place to sit when it has been crazy busy and loud
- I was flown ahead twice when I got to the airport hours early, one incident where I wrote 7pm down as 17:00 and thought my flight was a 5, and one where I had an emergency in SYD and was flown ahead 9+ hours my original booking
- All staff have been friendly and ive come across some of the best FA ive ever met (feedback was emailed)
- Staff have been able to work out the best time for me to upgrade to gold (though I would prefer if I could control this better, as i will have to fly a few flights with Qantas to delay which to me is just a waste of SC)

And all of this during those Sabre issues and constant weather issues. I dont know how virgin staff always manage to be so polite and keep a smile on their face no matter what is happening around them; but I get treated better from Virgin on a saver than I do from Qantas on a J class.

 

[kiwi1972]

Gday Startawar,
Mate could not agree more! I flew with QF for work for 3 years and although they are good they don't touch the service I have received through VA staff! From flight attendants to checkin and lounge staff!! I also have emailed Velocity and mentioned people who I believe had gone above and beyond, received personal responses each time telling me they have passed on my comments to the individuals supervisors for special mention. Two very happy years of flying with VA now and would not go back! Personally I have not really had any major issues with the whole Sabre thing and I actually flew the weekend of the big changeover. All is good in VA land brother!!

 

[MartinMemo]

Yeah sabre never directly impacted me either - I forgot to mention too they allowed me to change saver flights without the change fee when I accidentally booked a few last min that landed after my next flight had taken off (stupid mistake). I didn't even have to promt them - she told me the change fee was normally $X but because she can see I hadn't had to change a booking before and had ~20 flights booked she would do it for me without charging.

Some of the stories i hear from my platinum QF & VA friends are insane too - things like QF not letting one of themthe into the lounge with 4 gueses (fair enough) but VA letting them all in despite their tickets being QF.

I swapped 2 years ago when I just got sick of Qantas delays (I was based ex BNE). I can honestly say its the service of VA that changed flights from something I only did when I had to, to me actually craving flights, planning trips at least twice a month and in some cases flying somewhere for the weekend every weekend in a month. Keep it up VA!

 

[quick_dry]

I have to add a "me too" post - the VA staff on the call centre and lounge/service desks are a definite asset. The VA GCC is probably the only call centre I don't dread calling.

 

[lukenet]

I love fly ahead. It is the single best feature of VA FF program. It just works and in my experience the staff simply just do their best to implement it when requested. You can't ask for more than that.

Also, I can't recall a bad call the VA plat phone line conversation. They are very helpful when presented with an issue and they seem to genuinely try to help out.

Great Service, It is why I keep booking with VA..

 

[marki]

I am glad you guys are so positive about VA as it should be. My experiences have been a smack in the face. When I wrote to them ✈✈
the reply was of no significance. ( Warm Fuzzy) IMO.