'Virgin on the ridiculous'

[Lisash]

Sorry for going off on a bit of a rant today, but does anybody else get the feeling that the customer service you get from Virgin just lately is really poor? We had a number of problems during our Christmas holiday (hotel was under renovation & we were not informed, hotel had no booking for us and was full for Christmas so we didn't get particularly brilliant room, they charged us $50 for parking which was supposed to be free etc etc I could go on but it's boring...) and we ended the holiday feeling we had generally not got anywhere near the high standard of customer service we are used to from them. On our return we e-mailed customer relations informing them of our problems (the first time we have ever complained about anything as far as I can remember). Two weeks later we got an acknowledgement of our e-mail saying they were obliged by ABTA rules to reply within 30 days. They did right on the 30 day limit to admit they were in the wrong and offered us a massive £73 compensation which we politely declined bearing in mind the holiday cost us over £3000 and that £73 barely covered our supposed 'free' parking charge. That was over three weeks ago and we still have had no response. I called them today only to be told that the person who was originally dealing with our complaint has left the company and that somebody else will take it up in due course (no apology). Strangely they were unable to give me the name of whoever that might be
To be honest the compensation was never an issue, it is neither here nor there, but I am determined to persue it now as I am really annoyed with their poor customer service. Is it just me or is anybody else being ignored? Perhaps I am too polite

 

[JohnnySharp2]

We have flown many times with Virgin Lisa and are doing so again this August.

Mainly because we have always been satisfied with the service and they fly direct to MCO from Manchester.
However, I do feel the level of customer service is gradually getting worse and is certainly nothing like as good as it used to be.

They are not the only one's too I have e-mailed Dollar twice in the last month and have heard nothing back at all.

I think it's a general trend I am afraid customer service is not too high on the agenda anymore it seems.

 

[misskrystal]

We had a few problems on our last trip (though not with Virgin) and all I can say is be persistant.

We flew first class, but because of short connecting times, were forced to run through a busy New York airport on a national holiday. I didn't think this was appropriate considering our flights cost £7000. After a few e-mails, we got a larger portion of our flights refunded.

When my trousers were bleached after sitting by the hotel fountains, we got a free room upgrade for our next trip.

Just make sure they know you're serious about your complaints and don't let the issue drop.

 

[*Star*]

I totally agree.

Listen to this. My chap gets knocked unconsious and rushed to hospital in NY. We were travelling back to the airport in Virgin organised transport, 8 seater vehical was filled with 14. All bunched up and he hit a poyhole so hard chaps head hit side of vehical and that was it. Insurance no accepted in hospital as it was merely a stardard issue virgin pamplet not a numbered policy. I paid the bill. Virgin rep called, never called back. This was on top of no reservation being made for us. We wrote away and even contacted SRB, nothing, only blah letters. Thye more evidence we gave them they shadier they became. Eventually they offered a final amount of £200. Stick it up where the sun don't shine.

Someone else has a limo turn up 40 minutes late to take them to the airport (still made check in) and they get a letter from SRB and 40% of a hoilday of any value.

Does that make sense.

 

[Pootle]

I think you will get somewhere with this, and agree the comments about being persistent.

I had an incident with Kuoni a few years ago where they hadn't told us of renovation work taking place in our (otherwise very nice) Swiss hotel. It took a few letters and a rejection of their original offer, but eventually I got an offer from them that satisfied me. When I looked at their T & C's it stated that they would inform clients in advance of any work that might affect their holiday. They hadn't done so. I had plenty of photographic evidence and was prepared to take them to the Small Claims Court but they saw 'reason' before it became necessary.

Did you complain to a Virgin Rep at the time and give them the opportunity to put things right?

Good luck with it.

 

[maria & rossi]

We had a probolem about 6 years ago with virgin. We were staying on the 192 and were given keys to a room which already had people staying in and the man in the room said it was the third time that had happened to him in a week. When they eventually find us a room it was dirty, the furniture was chipped with splinters, the bathroom was full of rust marks and the bedding was dirty. The virgin rep wanted us to sleep on the problem and address the issues in the morning. I explained I wasnt staying in this hotel and I wanted it sorting that night as the next day I was starting my holiday. We eventually got moved to the Holiday Inn, Nikki Bird but had to pay to move. The hotel we should have been staying was one of their flag ship hotels and wasn't at all what we had expected.

On the way home we checked in at downtown disney and was given our boarding passes. This was important as my son was 11months old and we wanted to make sure we had one of the seats with the sky cots (which had also been pre arranged). When we came to board we were left until the last and then they called us by name and asked if we would move seats to let a disabled passenger have our seats. I asked them if they could move someone else from similar seats that maybe didn't require a skycot, they said there was no one in this situation, so of course we aggreed to move. I was put to the back of the plane with ds aged 11 months while dh and dd were at the front of the plane. Once the seat belt signed had gone off we noticed the disabled person was a lady with a bandage on he lower leg and some young lads were sat in the opposite sky cots. It just topped our holiday. On our return we eventually (lots of letters later) got the money back that we had to pay to switch hotels. I wasn't impressed with virgin. Just be persistent with them. Maria

 

[angel659]

Hi

It seems to be all companies now days. Nobody really cares for thier customers as long as they are getting thier bookings they will continue to act this way. I think if more complaints went so say watchdog then perhaps they would do something about it.

Keep on it and dont give up.

 

[magicmouse2]

The standard of Customer Service has dropped. However I stil feel safe flying with Virgin, and at least I get my tv sceen in my seat. Once we were seated in front of a group of travellers with young teens who kicked my seat and were verbally abusive the whole flight home. They did very little about it on the plane when I complaind to the stewardess and when I wrote a complaint all I got was a 50 pound voucher which I never used.

 

[Girlsontour]

Hi

It seems to be all companies now days. Nobody really cares for thier customers as long as they are getting thier bookings they will continue to act this way. I think if more complaints went so say watchdog then perhaps they would do something about it.

Keep on it and dont give up.

I have to agree with above quote - no problems with Virgin (touch wood) but have actually emailed Watchdog last night with complaint about my previous internet provider (big company;also has supermarkets!!)

I have a saying at work which i think we could probably be used in all companies
"customers are not an interruption to our work - they are our work". I'm always quoting it to my collegues!

 

[*Star*]

It seems to be random to virgin and what compensation they give. Gaye who got the compensation I mentioned above is herself bemused by the level of what she got. She wasn't late for her flight to Vegas by any means not even cutting it fine on check in. It sems as she is a Flying Club Gold member she is a more worthwhile customer than the average holiday maker.

Shame really as the MCO route is the not neccessarily the more lucrative but its a more family route. Reading about delays involving MCO always flags up familes esp. children.

She, by her own admission admits they pander more to the business traveller but still a fair amount has to be holiday makers too. Now they fly tom OZ they will make even more money from her, she from there originally and regularly flys home.

I had had one other problem with virgin and that was back in 97. The customer service then was exceptional and thats why we still fly with them. Even after our problem above we still travel with them but we take different travel insurance and make our way to and from the airport LOL


Seems to be a lucky dip. At least we have had responses albeit not good ones, some people don't even recieve a response after the intial 'got you letter' reply.

Leesh, I really hope you get some resolution, maybe you will be one of the lucky ones LOL

 

[scojos]

I would say they are playing a bit with the terms of their ABTA bondings, and I would get advice from the CAB. If your situation is that bad, and it sounds pretty bad, there are "controlling bodies" in place to make sure they dont get away with it...maybe you should call abta direct to find out your rights, you can do that
Tell them, virgin i mean, you are claiming the costs of they entire holiday back, for inconvenience or, you want a free holdiday to replace it.
Your holiday cost u alot, not only financially and im sure it wasnt cheap, but also quality time which is so often rare, with your family, which has not cost. You spent months planning the perfect time to have it ruined by a paper pusher. Yes, I to have had things go wrong on holiday, but i stamp my feet until they do something about it, they have a duty of care to make sure your needs are meet whilst on holiday, yes could you imagine what the bad publicity would do to them??
good luck in your quest, be bold and brave, kick ****, and let us know how you get on.
tracy
ps heres soem magic to make you feel better

 

[mickg7dyd]

Hi,
I have to agree with the previous posters regarding persistance. I had a complaint with a holiday company (not Virgin) and wrote several letters which didn't resolve the matter. I then wrote to ABTA who also refused to get involed. So next I wrote to trading standards who up held my complaint and made the company re-print their brochure. Even after this they refused to offer compensation so I started court proceedings and the day they got the summons they agreed to settle out of court. The sad fact is as others have said it's not just about the money it's just getting them to say "we got it wrong"

Mick.

 

[Claire L]

Did you speak to a rep whilst in Orlando about the renovations, lack of booking confirmation and the fact that parking was now payable? Unfortunately alot of copmpanies state you must raise any issues with them asap and as there is a representative in resort, who is there for such problems they have been able to assist you at the time to make things better for you. We always raise the issue with a rep, if we have one and always find matters are resolved to the best that they can be.

Claire

 

[TraceyL]

Persistance definately pays off.

We had cause to complain over the handling of our wedding (nothing major - just lots of little things). We went from 'It's not our fault' to 'we're sorry but...' to a champagne/smoked salmon hamper + 10% off voucher plus free entry to the executive lounge on our next trip (which we weren't aware of til we got to the airport).

Also last night we went from - 'sorry you can't upgrade on exisiting bookings' with the £50 upgrade offer - to sorry 'yes you can' - to 'no seats available' to 'I've found you 4 PE seats'

 

[Lisash]

Thanks for the advice/support guys. In answer to a couple of people yes we did contact the rep but even that was problematic as it appears the 24/7 in resort help numbers they publicise are only only available during normal office hours so we ended up delaying our first park visit to sort things out. The rep was sympathetic but basically implied that as it was Christmas all the 'best' accomodation was full so any alternative they could offer would probably not be much better. We decided to leave it at that point until we got home as we had park tickets & dinner reservations etc which we had paid for and we were not prepared to lose them whilst off in persuit of a rep. I will let you all know when I next hear from them.......might be a while

 

[Claire L]

Good to hear that you spoke to a rep, although they could do nothing to help at the time due to accommodation being booked over Christmas. I hope you hear back soon with a suitable reply.

Claire

 

[Red-Snapper]

I cant complain.

We got charged nearly £200 by Dollar for the 4 days we were stranded due to hurricane Francis.

Wrote to Virgin when we got back and they refunded this to me withing a couple of weeks.

Then......

On my next months cc statement Dollar had also refunded it (presumably under pressure from Virgin)

result !!

er... I mean, I obviously owned up and gave Virgin back the credit

 

[Obi Wan Kenobi]

Just one thing,

Whilst they have the name "Virgin" iun them, they are seperate franchises under the Virgin umberella, as many companies do.
Virgin Atlantic, the airline is seperate to Virgin holidays, as was Virgin Travelstore, Virgin Mobile and Virgin Trains. Virgin America is seperate from VA and so is Virgin Nigeria.
VH can and have booked people on other airlines etc..
they are the comapany responsible for your accommodation etc, not Virgin Atlantic