Virgin Australia contact centre too busy / long hold times

[I love to travel]

Have been trying to call Virgin all week, they just say we have a high number of customers and don't let you hold and the phone cuts out. Are the calls centres all closed to try and save money? Nothing in manage my booking works either, you are redirected to phone customer care and then cuts out as above.

 

[Big Fella]

I got through on Monday, then was on hold for 1 hour before getting someone. I got the all lines a busy message but tried again straight after and got in the hold queue.

 

[hossein_au]

I did manage to get in last week; wasn't a long wait either.

 

[SeaWolf]

I called this morning, no trouble getting through at all.

 

[Mattg]

I tried calling this morning and the call was disconnected. Tried again just now and it at least allowed me to wait on hold, although there was a warning that there would be a long wait time.

 

[eastwest101]

Maybe if their web sites weren't such a disgrace people wouldn't have to ring them. For an airline so desperate for revenue they sure don't make it easy book a flight/ become an unsecured creditor with them.

 

[MH_fan]

Had the same problem as well over the past week but managed to get through on my 3rd attempt (on separate days) 2 days ago. Waited for about 45 minutes before getting through.

 

[I love to travel]

Finally got through last night. They had put us on alternate flight just not told us!!

 

[ja1]

I've gotten through on a couple of occasions with no issues. I've also given up after 10 minutes on hold at one stage (but called back later and gotten through).

I've even ended up getting through to what sounded like an actual platinum line (you start to recognise the voices after you've done this for a while)

 

[AIRwin]

I've even ended up getting through to what sounded like an actual platinum line (you start to recognise the voices after you've done this for a while)

Was it during business hours?

 

[bigbadbyrnes]

It took me 50mins to get through this morning after 5 attempts ringing out to a "call back later" message, and one instance where I got on hold then was cut off after 15mins.

At the end of which I was informed that I may not use my Conditional Travel Credit to book a flight for my partner. Which I knew, but I was at least trying to save them the chargeback and handing over more money. Quite hilarious but anyway.

I'm pretty cross about all this - a lot of damaged goodwill. I know most people will feel the same.

 

[Zanzara]

Looks like they've taken a leaf out of the QF book of Customer Service

 

[TheInsider]

Looks like they've taken a leaf out of the QF book of Customer Service

 

[MooTime]

Maybe if their web sites weren't such a disgrace people wouldn't have to ring them. For an airline so desperate for revenue they sure don't make it easy book a flight/ become an unsecured creditor with them.

View attachment 222001

I find the virgin website really user friendly much better to use & visually than Qantas site. The difference is huge, Qantas like the old DOS, Virgin very modern.
If your have ordinary internet, maybe upgrade or check your cables, harsh & short sighted to blame the company your trying to get on.
Velocity is a balls up, don't use it.

 

[Happy Dude]

Yep, presumably they're operating on skeleton staff (read called centre manned by the dead). I had to call numerous times just to get to the on hold queue and from there it was one hour waits each of the two times I go through to a person. It also auto-cuts off at closing time (6pm). On that occasion, by the time I had done the slow dance the next day, the price of the airfares had increased.

There's an opportunity to generate some pretty good will for the brand going forward but they don't seem to be going about it the right way.

 

[MooTime]

Guess they are in no man's land atm, in-between ownership being transferred so i'd put it down to that.

I got cut off once as been said, but in trying again day later I got thru in 10mins & got flights moved with ease fee free.
Not sure if they give status members preference, I assume so.

 

[33kft]

The difference is huge, Qantas like the old DOS, Virgin very modern.
If your have ordinary internet, maybe upgrade or check your cables, harsh & short sighted to blame the company your trying to get on.

Beauty is in the eye of the beholder

I'd say they are both awful, unless compared to any of the US carriers, in which case I'd liken them both to fine art

 

[Astro]

I got cut off once as been said, but in trying again day later I got thru in 10mins & got flights moved with ease fee free.
Not sure if they give status members preference, I assume so.

I called today just after lunch today. Got through to premium line in about 5 mins and cancelled a flight I no longer needed tomorrow. I did wait about 20 minutes this time last week but they'd just closed the NSW border. Overall it's been pretty acceptable in my experience.

 

[AustraliaPoochie]

Haven't been to my VFF account in a long time.
So tried, and my log in didn't work.
3 times, and then the system locked me out.
Now nothing will reset on line.
Reset password just goes around in circles, membership # and email, circle and circle, press enter, and it goes back to that same page again.
Haven't made the effort to phone up, life's too short, by the look of things.
Looks like phoning up either VA or VFF is a lost cause, as described above.
Hopefully in the next few months, things will get better, or **worst**.
Writing on the wall, maybe, things going downhill fast.

 

[wendlle]

You have to just keep trying this same thing happened to me for days until I was finally able to get out on hold for just under 1 hour before being attended to

good news is the person I spoke to was lovely and helpful

keep trying