Gold Priority Assistance Desk

[Deleted member 29185]

I know there's been some debate about this previously, but the VA call centre just stated to me that as of 1 August, there is now a Priority Assistance Desk and priority phone number for goldies.

 

[pshepvic]

There always was but you had to put your velocity number in. This didn't always happen when going through to reservations though, so I always select the Business Class option to get answered quicker!

 

[LiamR]

I'm not sure if there is a new dedicated phone number, my new Gold Card arrived today and it has the same number on it.

Virgin Australia, did say there was going to be some changes soon. I hope this is true! I'll try calling up tomorrow and asking a question.

I hope they are based locally.

 

[pshepvic]

I hope they are based locally.

On that note, I've called several times in the last few weeks and have spoken to someone in Oz every time. Mind you I was selecting the Biz class option on the phone - maybe that's the secret to both a fast answer AND speaking to someone local!

 

[LiamR]

On that note, I've called several times in the last few weeks and have spoken to someone in Oz every time. Mind you I was selecting the Biz class option on the phone - maybe that's the secret to both a fast answer AND speaking to someone local!

Ah, you've been calling the Virgin Australia number for bookings. Not the Velocity Call centre. The Velocity call centre, even for Golds is (was?) based in Manila.

Yes - I do that too, press business class and say Sorry I'm a Gold in Economy!

 

[samh004]

Ah, you've been calling the Virgin Australia number for bookings. Not the Velocity Call centre. The Velocity call centre, even for Golds is (was?) based in Manila.

Yes - I do that too, press business class and say Sorry I'm a Gold in Economy!

I did that during a delayed flight last year from NZ and it helped get me on my way in the morning. It's a great tip, but you'd hope that they'd have a number specially for that sort of access (without seeming racist) to Australian staff.




 

[Deleted member 29185]

you'd hope that they'd have a number specially for that sort of access (without seeming racist) to Australian staff.

That's not being racist. I know on a number of occasions, I have had difficulties understanding the call centre staff. Saving money is one thing, but turning away your customers by making them play audio charades to be understood is not a good business model unless you wish to phase out the telephone. I'd suggest an Australian based assistance desk would be essential.

 

[Major]

Ah, you've been calling the Virgin Australia number for bookings. Not the Velocity Call centre. The Velocity call centre, even for Golds is (was?) based in Manila.

Yes - I do that too, press business class and say Sorry I'm a Gold in Economy!

I think the Velocity call centre is in KUL

 

[Virgin Australia]

You are correct.

We do now offer a Gold Assistance Desk.
By calling 131 875 and entering your Velocity number, you will be directed to a brand new team based in Brisbane.

Hopefully this is a service that you will find helpful!

 

[notzac]

Hopefully this is a service that you will find helpful!

It certainly was - spoke to them yesterday. Out of interest, what can the Gold desk assist with? Anything in general, or are there things we should still call other numbers for?

 

[Virgin Australia]

It certainly was - spoke to them yesterday. Out of interest, what can the Gold desk assist with? Anything in general, or are there things we should still call other numbers for?

Think one-stop-shop, though air booking will be handled elsewhere (and issues while have you directed to the Priority Phone Team).

 

[notzac]

Think one-stop-shop, though air booking will be handled elsewhere (and issues while have you directed to the Priority Phone Team).

Thanks - will keep this in mind!

 

[pshepvic]

You are correct.

We do now offer a Gold Assistance Desk.
By calling 131 875 and entering your Velocity number, you will be directed to a brand new team based in Brisbane.

Hopefully this is a service that you will find helpful!

Awesome! Thanks guys!

(So when I hit platinum, do I then get my own dedicated rep to call each time?? )

 

[LiamR]

Awesome! Thanks guys!

(So when I hit platinum, do I then get my own dedicated rep to call each time?? )

Like in Up In The Air... They pick up the phone greeting you "Hello Mr Bingham"

 

[pshepvic]

Like in Up In The Air... They pick up the phone greeting you "Hello Mr Bingham"

I've already had one security person call me Mr Bingham after seeing me go through Sydney Premium Checkin 3 times in 3 weeks...

 

[VMAN]

You are correct.

We do now offer a Gold Assistance Desk.
By calling 131 875 and entering your Velocity number, you will be directed to a brand new team based in Brisbane.

Hopefully this is a service that you will find helpful!

Haved used the new GAD 3 times now and what a difference. Top job VA

 

[Justinf]

I rang the hotline today and immediately got through to a voice I could actually understand. Thumbs up from me.

 

[DJ 1D]

I too had a great experience with the new Gold centre and I learned a new trick!

I'm flying to Melbourne tomorrow morning at the crack of dawn, then back tomorrow evening. So I called up earlier today and asked how I can book a PE upgrade. He said I should call back this evening between 7 and 8pm.

So I did, and the lovely lady was able to upgrade me and my colleague (non-Gold) for both flights - morning and evening! Makes the long day that much easier, that's for sure...

 

[Deleted member 29185]

I too had a great experience with the new Gold centre and I learned a new trick!

I'm flying to Melbourne tomorrow morning at the crack of dawn, then back tomorrow evening. So I called up earlier today and asked how I can book a PE upgrade. He said I should call back this evening between 7 and 8pm.

So I did, and the lovely lady was able to upgrade me and my colleague (non-Gold) for both flights - morning and evening! Makes the long day that much easier, that's for sure...

Nice service DJ 1D, but when you say an "upgrade" did you mean a "taster" or an upgrade with points/cash/complimentary?

 

[DJ 1D]

Nice service DJ 1D, but when you say an "upgrade" did you mean a "taster" or an upgrade with points/cash/complimentary?

The taster. And was very happy to see the new biz seats this morning at 7am to doze off in for an hour.

Sadly the return flight, which I was able to change without issue to this afternoon, was cough. Really poor service.

ETA: And the new menu blows! Will post menu in other thread.