Virgin 'courtesy call'

[dbriggsq]

We fly from Manchester with Virgin on Saturday and today got an automated courtesy call from Virgin asking me to ring an 0844 number.

So of course being worried I rang the number and they said they just wanted to make sure we'd done all the visa and advance passenger stuff - nothing important at all.

We've never had this before - just wonder if it's the latest money making scheme from Virgin - 0845 numbers are premium rates

 

[dixonsontour]

I've read they are doing calls from reps rather than a welcome meeting - I think a few on here have had them.

 

[wayneg]

They rang me back in 2008 (last time we did a package) I never rang them back.
Some people appreciate the call, not something that interests me.

 

[dbriggsq]

We're not on a package though - booked flight only.

I only rang because I thought there might be a problem

 

[wayneg]

Never had them ring for flight only but again not used them since Aug 2008 (package was Xmas 2008)
The flying club ring me every few months to tell me I have X amount of miles and could they help me to spend them but never had them ring before a trip.

 

[2Tiggies]

The flying club ring me every few months to tell me I have X amount of miles and could they help me to spend them but never had them ring before a trip.

Typical They make you earn something, try convince you it was given to you and then phone to see how they can help take it away again

They must be doing something right though - seems plenty folk are appreciating the courtesy calls. I actually think it's nice, as long as there is no sales pitch in it.

 

[dbriggsq]

Typical They make you earn something, try convince you it was given to you and then phone to see how they can help take it away again

They must be doing something right though - seems plenty folk are appreciating the courtesy calls. I actually think it's nice, as long as there is no sales pitch in it.

The thing that annoyed me about it though was that it was an automated 'courtesy call' asking me to ring them. I picked it up on my answerphone but presumably if I'd answered it it would have been the same message asking me to ring them. And the thing was that it was an 0844 number which is a premium rate number.

 

[wayneg]

I thought you meant they had rung in person to your answerphone, no that is not acceptable to me using an automated system and having to ring them.
When they rang me it was a lady over in Florida, not automated. She left her number on my answerphone but that was because she tried ringing in the evening, I only ever give out my business number so I was closed when she tried to ring.

 

[2Tiggies]

The thing that annoyed me about it though was that it was an automated 'courtesy call' asking me to ring them. I picked it up on my answerphone but presumably if I'd answered it it would have been the same message asking me to ring them. And the thing was that it was an 0844 number which is a premium rate number.

Oh no! I was talking about the calls in person. Not an automated call! Grrr! That's not on. And to ask you to call back?! A few months ago people were posting about genuine courtesy calls, by which a real human was speaking into the phone. So much for the personal touch!

 

[alisonbestford]

I'm a nurse and the ambulance "transport office" has started making calls to patients regarding their "pick up" the next day.......Also my Mum has automated calls to remind her of her hospital appointments............

All well and good if this was consistant but I can't tell you the number of calls I've had, this week alone, from worried folk concerned that they won't be collected for their appointment as no one has called to confirm their transport.......Maybe they're short staffed, extremely busy.....?

Dunno but it seems to backfire as a time/staff saving exercise to me!
Nursing staff having to dash away from folk to re-assure others because admin says they need to save money....

 

[2Tiggies]

I'm a nurse and the ambulance "transport office" has started making calls to patients regarding their "pick up" the next day.......Also my Mum has automated calls to remind her of her hospital appointments............

All well and good if this was consistant but I can't tell you the number of calls I've had, this week alone, from worried folk concerned that they won't be collected for their appointment as no one has called to confirm their transport.......Maybe they're short staffed, extremely busy.....?

Dunno but it seems to backfire as a time/staff saving exercise to me!
Nursing staff having to dash away from folk to re-assure others because admin says they need to save money....

I share your view. This kind of practice, if not implemented and adhered to as intended, becomes counter productive across the board.

I think what is odd about this Virgin thing is that it used to be a personal call from a rep prior to departure. Trouble is, it seemed to be that names were 'drawn out of a hat' to be picked for a call as some were called, some werent. Now this discussion appears to be about a different type of call, one I would hardly call a courtesy call.

If only consistency could be established, at least everyone would know what to expect and this would alleviate undue concern, frustration and downright anger.

 

[dbriggsq]

Have done a bit of 'googling' and it seems that companies do get a cut from 0844 numbers so by leavigng these messages and getting people to phone back is earning them money. If people get a message asking them the ring about their upcoming flight I would assume people would ring thinking there might be a problem as I did.

Unfortunately I deleted the message or I might have considered reporting it.

 

[wayneg]

Could always send a letter or email to them and tell them your feelings about what they are doing.

 

[2Tiggies]

Have done a bit of 'googling' and it seems that companies do get a cut from 0844 numbers so by leavigng these messages and getting people to phone back is earning them money. If people get a message asking them the ring about their upcoming flight I would assume people would ring thinking there might be a problem as I did.

Unfortunately I deleted the message or I might have considered reporting it.

I very rarely use these numbers. I have a habit of finding the local alternatives on www.saynoto0870.co.uk

I refuse to pay more than the cost of a local call when I am the customer and only ever phone a company when they ask to speak to me or when there is a problem.

 

[tigger137]

Have done a bit of 'googling' and it seems that companies do get a cut from 0844 numbers so by leavigng these messages and getting people to phone back is earning them money. If people get a message asking them the ring about their upcoming flight I would assume people would ring thinking there might be a problem as I did.

I had something similar recently but with United Airlines. Checking my booking online I noticed a 10-minute change in departure time. No biggie. But then when I tried to access my booking further it wouldn't let me - it came up with a message saying there had been a schedule change and I must phone United. This had me worried, thinking it must be something major. Not only was it a premium rate number to phone but they'd closed for the day, so I spent the evening thinking about what back-up plans I might need to make if one of our flights had been cancelled.

But when I phoned the next day, all they did was tell me about the 10-minute change. Well, duh, I'd seen that for myself online! For similar changes with American Airlines all you have to do is click to acknowledge you've seen it. So I can't help but think that United do it to make money from the premium rate numbers - with possibly 300+ passengers on a 777 all having to phone, it could be quite lucrative.

Also, when recently booking online with Aer Lingus it kept telling me I'd be able to choose my seat once I'd booked. Booked, paid, no sign of choosing my seat. Went into 'Manage my booking' and it told me I would have to phone. Premium rate number, of course. Limited hours so I'd missed it that day. Phoned the following morning and spoke to an Aer Lingus person who seemed very miffed that I'd disturbed her! She tried to tell me that the seats I was asking for didn't exist (not that they were already taken but that the seat numbers didn't actually exist) even though I had the seat plan for the flight, showing availability, open in front of me. Again I can see no reason for making me phone other than to make money from the premium rate number.

 

[wayneg]

I once had same with Expedia but it was a 1 minute change to scheduled time. I had to ring and confirm I would agree with the change. I sent a complaint email to them, changes since have been online and no need to ring so hope they have stopped doing it.