Virgin Atlantic...
Discussion
If it was an "in flight" poor care experience you can ask for a comments card on board (but if that was the case then it's too late now).
Are you in their frequent flyer club? There's a contact list in the website.
I've only had cause to complain once and it was a really trivial thing, but I received a nice reply and they added a lot of miles to my account by way of apology.
Are you in their frequent flyer club? There's a contact list in the website.
I've only had cause to complain once and it was a really trivial thing, but I received a nice reply and they added a lot of miles to my account by way of apology.
Don't know his email address (richard.branson@virgin.com ?) but he's on facebook; http://www.facebook.com/RichardBranson
No offence, OP, but your "constructive criticism" will fall on deaf ears. Just do what everyone else does and email their CR dept and take their inevitable air miles offer.
I get utterly fed up of clients telling us how we can improve our service - in an ideal world it would work and we'd already be doing it if it was that simple. Just a thought and not saying your points aren't valid.
I get utterly fed up of clients telling us how we can improve our service - in an ideal world it would work and we'd already be doing it if it was that simple. Just a thought and not saying your points aren't valid.
Earlier this year I had two flights within a week that I needed to cancel due to the passing of my Father. First was a Virgin Upper Class flight LHR to JFK and then a few days after that, a Ryan Air flight STN to RYG (Norway).
Ryan Air where brilliant, full refund within a week of sending the Death certificate and an email of condolence (albeit a template I guess). Sorted.
Virgin were a complete opposite, customer service droid didn't really know the procedure at first, then I had to fax the cert over 3 times as first they claimed never to have seen it, then they lost one. I had to call them at least 4 times, they never called me. In the end they agreed a 12 month free rebook which I've yet to take but I suspect when I do they'll have no record of the agreement.
GRRRRR!
Ryan Air where brilliant, full refund within a week of sending the Death certificate and an email of condolence (albeit a template I guess). Sorted.
Virgin were a complete opposite, customer service droid didn't really know the procedure at first, then I had to fax the cert over 3 times as first they claimed never to have seen it, then they lost one. I had to call them at least 4 times, they never called me. In the end they agreed a 12 month free rebook which I've yet to take but I suspect when I do they'll have no record of the agreement.
GRRRRR!
Shabs said:
Just had a very poor customer care experience, does anybody know the email address of the CEO, I would like to make some constructive suggestions? I used to enjoy flying with these guys, I'll be looking elsewhere from now on.
Shabs
Was that you on the flight from LA last friday night, Sat morning ?Shabs
catso said:
Don't know his email address (richard.branson@virgin.com ?) but he's on facebook; http://www.facebook.com/RichardBranson
Branson isn't CEO. It's Steve Ridgeway. Fax # 01293 444124
k and I had a reply from a representative within two hours and my issue was sorted.I used to fly Virgin, LHR to Shanghai every six weeks or so and found them pretty good.
Once, sat at my desk in Yorkshire, I realised I should be boarding a plane in London. I was a day out in my muddled mind. I thought at best I would have to pay for another outbound flight.
Nope, Customer Services were very understanding and simply charged me a £70 admin/rebooking fee and got me on the next days flight.
Then when I had booked an Upper Class flight to New York on my miles for my ex's birthday, only for her to decide she was leaving, rather than refunding the balance less 25% (as normal), the kind Virgin lady took sympathy on my plight and said, "I'm so sorry, tell you what, I have refunded the full amount of miles".
I know there are always good and bad experiences but I think on the whole, Virgin are pretty switched on.
(and I still have 250k spare air miles to use
)
Once, sat at my desk in Yorkshire, I realised I should be boarding a plane in London. I was a day out in my muddled mind. I thought at best I would have to pay for another outbound flight.
Nope, Customer Services were very understanding and simply charged me a £70 admin/rebooking fee and got me on the next days flight.
Then when I had booked an Upper Class flight to New York on my miles for my ex's birthday, only for her to decide she was leaving, rather than refunding the balance less 25% (as normal), the kind Virgin lady took sympathy on my plight and said, "I'm so sorry, tell you what, I have refunded the full amount of miles".
I know there are always good and bad experiences but I think on the whole, Virgin are pretty switched on.
(and I still have 250k spare air miles to use
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