Virgin Velocity Worst Service Ever by an Airline

[Water]

The issue is made difficult by Velocity themselves when you have a person who says they are the supervisor and refuses to transfer your call to their manager you are not left with a lot of choices, as to some peoples smug comments regarding the customer always being right, the fact is I always check my facts and details first, if the superviser does not know there own terms and conditions and is not even prepared to look into the matter when the details are clear on their own site then there is an issue with that person being in that position.

 

[serfty]

There is some good advice here.

The 'phone conversation would have been recorded and DJ CS can go back and review the call.

Did you note the time of call and the name of the agent who answered?

 

[StevePER]

(not so) humorous jibes aside, the fact is that the terms and conditions of the promotion is that the two lots of 15% will hit the account within a week of the transfer. Unfortunately, the OP does appear to have hit a brick wall in getting the issue resolved. Best to PM the Virgin Australia rep here.

The terms and conditions I'm looking at say it can take 6 weeks.

The Bonus Points are administered by the airline rewards program and may take up to 6 weeks.

Hang on, that's the generic T&Cs. The Velocity specific ones say one week. You are correct.

 

[MarkD]

Its a very passionate forum at the moment isnt it.
My two bobs worth, I could not decipher the OP, thought it must have been transferred from another thread somewhere. I cannot understand how some people get so worked up over some points. I know Ive had a whinge on occasion about slow posting / no-show points, however, I would never get so worked up that I would call someone and abuse the cough out of them. They are only FF points. I have actually recieved a PM from Virgin Rep, asking if he can fix an issue, which has been dragging on. Dont think I would have been offered any assistance at all if I carried on like an old Mole and abused the staff. Honestly, if you got stuck into me like that, for something that is essentially an AMEX stuff up, then Im afraid my phone would have had technical difficulties, and you would have been cut off as well. Play nice and you should get results

 

[ff-jr]

My two cents:

Without trying to be reductive, Virgin's issues with point posting is well documented on AFF. Not that that's an excuse by any means, but it should certainly serve as a buffer against any over-emotional reactions. If the way I read the original post (after editing, mind you) translates even closely to how the phone conversation went down, I would have hung up too. Inarticulate, irate and demanding = more than these people are paid to tolerate. The personal jabs such as "pathetic" and "not deserving of your position" are way, way too far over the line.

"The customer is always right" isn't a blanket fact, it's a philosophy taught to employees to encourage strong customer service. Boy, I wish it stayed a back-of-house term. Unfortunately, there are times where you don't have the immediate means or resources to fully sate a customer. There are even times where the customers is plain wrong. Customers who brandish this line about are most often in a one-track state of mind and tend to use it as an excuse for unreasonable expectations which, when not met, devolve into unreasonable behaviour.

Hopefully this issue can be sorted amicably for you, but I also hope that you learn from it too.