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

[jpp42]

I have gotten my issue fixed with VA by messaging on Facebook. They have call centre staff working that somehow and while I did take a day to move up in the queue and get engaged, they replied quickly once attending to my issue. (I got a travel bank credit for my flight even after the date passed, since I couldn't contact them in time before the day/time of flight last Tuesday.)

 

[Fifi]

Need to cancel plans to fly for a wedding this weekend. Called this morning and got cut off because the call centre is closed?

Tried to look for WP contact line via velocity and the website says "Due to new government restrictions in the Philippines requiring home isolation, our contact centre is currently unavailable. If you have a Velocity redemption booking within the next 48 hours that you wish to enquire about contact us at [email protected]. In the mean time, we have answered a number of FAQ's regarding the current situation and have them housed on our dedicated hub "

Anyone know of a similar email address for non redemption flights?

 

[Pushka]

Need to cancel plans to fly for a wedding this weekend. Called this morning and got cut off because the call centre is closed?

Tried to look for WP contact line via velocity and the website says "Due to new government restrictions in the Philippines requiring home isolation, our contact centre is currently unavailable. If you have a Velocity redemption booking within the next 48 hours that you wish to enquire about contact us at [email protected]. In the mean time, we have answered a number of FAQ's regarding the current situation and have them housed on our dedicated hub "

Anyone know of a similar email address for non redemption flights?

Try using FB messenger. They stopped taking calls last week. Send an email to [email protected] outlining that you want to cancel and provide all the PNR, names, dates etc. State that you don't want a voucher but a refund if that is what you want. Then initiate a charge back if you want a refund (and fare allows it) because they will later send you a voucher and you need evidence to the Credit Card that they ignored your advance instructions.

 

[Fifi]

Try using FB messenger. They stopped taking calls last week. Send an email to [email protected] outlining that you want to cancel and provide all the PNR, names, dates etc. State that you don't want a voucher but a refund if that is what you want. Then initiate a charge back if you want a refund (and fare allows it) because they will later send you a voucher and you need evidence to the Credit Card that they ignored your advance instructions.

Thanks for the advice I'll give it a shot

 

[Bagpuss]

Need to cancel plans to fly for a wedding this weekend. Called this morning and got cut off because the call centre is closed?

I think it's operating on less hours as we got that last week when calling late/early.
This could have changed though.

 

[SuzieQ68]

I just sorted (cancelled) flights for tomorrow that were booked last week (before the border closures) via online chat with the lovely Sophia @ the GCC (through VA's website). Couldn't do it on my computer (online chat didn't come up as an option), but was able to do so via my phone. Took about 15 minutes all up (including the wait time to get connected to someone).

 

[knagelli]

Couldn't do it on my computer (online chat didn't come up as an option), but was able to do so via my phone.

Just wondering , does it mean online chat option with GCC comes on mobile ?

 

[SuzieQ68]

Just wondering , does it mean online chat option with GCC comes on mobile ?

Yes, I just opened the website through my mobile (via Safari), then clicked on the top (where it states 'important information' click 'here', it then showed a small chat bubble on the bottom right of my phone. Clicked on it and voila, could get online for a chat. Says how long you'll be in the queue for (I was number 4) but it only took about 5-6 minutes to get connected to someone.

 

[SuzieQ68]

Sorry Knagelli - it's bottom right, not left (have edited my post). I always mess those up

 

[Mexpirate]

Sorry Knagelli - it's bottom right, not left (have edited my post). I always mess those up

Seems like it's not there now... tried velocity and virgin numbers and they are not answering, sent email and fb message but due to fly VA770 home from Cairns in 18 hours, Google says its delayed over 4 hours (showing on time according to Virgin) which would mean I miss connecting flight in Melbourne, zero communication from Virgin and no way to get updates, cant even check in... not sure what to do, weds and Thurs flights were cancelled or I'd already be back in Perth

 

[SuzieQ68]

Seems like it's not there now... tried velocity and virgin numbers and they are not answering, sent email and fb message but due to fly VA770 home from Cairns in 18 hours, Google says its delayed over 4 hours (showing on time according to Virgin) which would mean I miss connecting flight in Melbourne, zero communication from Virgin and no way to get updates, cant even check in... not sure what to do, weds and Thurs flights were cancelled or I'd already be back in Perth

You're correct Mexpirate. Just looked and it now shows 'Agent Offline'. Think I must have been lucky yesterday. Edit, just checked again, and now showing that I can chat with an Agent. Maybe try again and keep looking. Good luck. PS I'm using an IPhone.

 

[AIRwin]

@Mexpirate can you go show at CNS airport?

 

[Mexpirate]

I was there yesterday, all desks closed - managed to find and speak to someone from VA just to confirm that tomorrows flight was indeed the only one leaving Cairns, got a very dismissive yes as a reply but have to understand that the person I spoke to has likely just lost their job.

I'll head there again in a bit if I can't get in touch with anyone but as virgin have zero flights leaving CNS today I'm not sure.

Might have to rebook with Jetstar, they seem to still be running - would rather use my business reward flight, last thing i want is a points refund and $$$ outlay for a coughoy flight - but perhaps needs must

 

[AIRwin]

head there again in a bit if I can't get in touch with anyone but as virgin have zero flights leaving CNS today I'm not sure.

Looks like VA has a flight departing CNS shortly...

 

[Mexpirate]

I believe that flight is showing on their website, but can't be booked and is actually cancelled.

Regardless, kept trying VA phone line and managed to join a queue so fingers crossed can get a clear answer

Thanks everyone for your input/assistance

 

[AIRwin]

I believe that flight is showing on their website, but can't be booked and is actually cancelled.

Try checking the status of the inbound flight when/if it departs from BNE as it'll most likely turn around in CNS...

 

[Mexpirate]

Got through! tried telling me the flight was on time (as per VA website) but was able to confirm the delay by checking other sources when i questioned that, advised that I can arrive one hour before the new time assuming it stays the same and rebooked connecting flight to VA 466, just need to keep checking for updates and should finally be able to get home!

 

[AIRwin]

Message on the VA website no longer refers to travel within 48 hours:
Coronavirus Update - we're currently experiencing high call volumes, please only contact us if your booking request is urgent.

 

[AIRwin]

Message on the VA website no longer refers to travel within 48 hours:
Coronavirus Update - we're currently experiencing high call volumes, please only contact us if your booking request is urgent.

 

[Bagpuss]

Message on the VA website no longer refers to travel within 48 hours:
Coronavirus Update - we're currently experiencing high call volumes, please only contact us if your booking request is urgent.

I imagine the queries will slow down as they have online forms etc.
However, expect it to spike just before Easter holidays.