Virgin Australia's Manila call centre closed [expect longer delays]

[knagelli]

VA are really going to have to mobilise to effect these policy changes into their website. I need to change some dates in April, but can't call (due to trip being a month away), and can't change online. As my trip is a redemption trip, I receive this error:

"This booking can only be changed by calling our Guest Contact Centre."

If these changes could be made online, they'd have far fewer people calling their overloaded call centres.

This happens to me as well though my booking is with cash.

 

[Pushka]

Tried to call this morning as we are within the 24 hour window where the call centre will take our call for a flight tomorrow. Went through all the blurb then they said they were too busy to answer so ring up later and it hung up. I've sent them a PM on Facebook with all the details so I have a record of the request if we can't get through today by phone and will do a credit card dispute. It's a fully refundable fare and we have tried cancelling online but it tells us we need to contact the call centre to do so. We do not want a voucher or put it into travel bank.

 

[AIRwin]

The VA website advises:

If you are unable to get through to our Guest Contact Centre before your flight departs, we will still honour your travel credit.​

 

[Pushka]

The VA website advises:
If you are unable to get through to our Guest Contact Centre before your flight departs, we will still honour your travel credit.

But we want a refund and the booking isn't linked to a Velocity account.

 

[ozstamps]

Pretty dumb not to allow changes online.

If their call Centres are inoperable even dumber.

Just allow dates to be changed to a future one or flights cancelled for a travel credit.

For 95% of cases this work work out I am sure.

If Virgin had any brains they'd hae a massive award sale right now - for 6 months out - 50% off or something.

Would get a ton of point liability off the books and fill planes now 25% full. Keep staff and planes flying.

Empty seats COST money.

 

[Max Samuels]

If Virgin had any brains they'd hae a massive award sale right now - for 6 months out - 50% off or something.

Would get a ton of point liability off the books and fill planes now 25% full. Keep staff and planes flying.

Empty seats COST money.

Yep - I just booked a flight for Saturday and they still wanted to charge almost $1000 in J to fly MEL-BNE... hahahahahahaha

 

[AIRwin]

Yep - I just booked a flight for Saturday and they still wanted to charge almost $1000 in J to fly MEL-BNE... hahahahahahaha

QF is charging $1,163 in J to fly MEL-BNE on Saturday...

 

[Max Samuels]

QF is charging $1,163 in J to fly MEL-BNE on Saturday...

OMG they really are not keeping up with reality... .

 

[eastwest101]

Yep - I just booked a flight for Saturday and they still wanted to charge almost $1000 in J to fly MEL-BNE... hahahahahahaha

Both airlines asking between $800 and $1600 for one way MEL-BNE this Saturday.

 

[Max Samuels]

Both airlines asking between $800 and $1600 for one way MEL-BNE this Saturday.

View attachment 210055

Look at the VA flight at 9am - only $1600pp - very reasonable!

 

[jase05]

OMG they really are not keeping up with reality... .

Had to make a booking for ADL-MEL tomorrow and VA want $1100 return in J whilst QF is $1498 return in J. The earlier QF flight I wanted was charging $1143 one way

 

[jpp42]

Probably the revenue management staff have all been redeployed to helping answer email/Facebook or however else they are trying to process inquiries these days with the call centre closed... so no one is updating the prices.

 

[Harthagan]

But we want a refund and the booking isn't linked to a Velocity account.

Was this for an international route? I'm still trying to get a proper refund for bali flights and all they will offer is a travel bank. For domestic I'd say your chances (of a cash refund) are somewhere between buckleys and sweet nothing, unless it was a freedom fare of course.

 

[Pushka]

Was this for an international route? I'm still trying to get a proper refund for bali flights and all they will offer is a travel bank. For domestic I'd say your chances (of a cash refund) are somewhere between buckleys and sweet nothing, unless it was a freedom fare of course.

It was a refundable business Fare we purchased for flexibility.

 

[Harthagan]

It was a refundable business Fare we purchased for flexibility.

In other words you are caught in the cross fires. Good luck!

 

[Must...Fly!]

You're all assuming that bargain basement business prices are going to incentivise people to get on planes.

In fact it won't, and if it did, it obfuscates the true demand picture going in to the next 3 months, where revenue, fleet and service planning will need to be extremely optimised. Having an accurate picture of demand, and not an artificially inflated one courtesy of a short term flooding of cheap J seats is critical.

Cheap seats will probably come in a few weeks when that becomes clearer, I dare say, for those who wish to travel.

 

[babysun]

VA are really going to have to mobilise to effect these policy changes into their website. I need to change some dates in April, but can't call (due to trip being a month away), and can't change online. As my trip is a redemption trip, I receive this error:

"This booking can only be changed by calling our Guest Contact Centre."

If these changes could be made online, they'd have far fewer people calling their overloaded call centres.

I've had the same issue. I want to change to travel tomorrow. Good luck me! I've emailed but I'm expecting I will be turning up in the lounge to ask for the flight changes.

 

[Rangalad]

OMG they really are not keeping up with reality... .

Pre shutdown, scored a MEL/AKL round trip and a one way MEL/AKL all in Business for less than one way MEL/PER Premium Economy fare.

 

[Rangalad]

Happening for TPG too.

AGL, Citibank, JQ,Origin energy, AMEX just to name a few more.

 

[Melburnian1]

Happening for TPG too.

With TPG, it's offering live chat with one of the staff in Manila.

I had to wait for half an hour but managed to connect. I found resolution slower than voice, perhaps a commentary on my typing skills or lack thereof. But solved it was.

Australian wage rates and on costs made us an uncompetitive location for call centres.