Where is Customer Relations

[n]This is ridiculous. This company's idea of customer relations is sadly lacking, for the past 2 weeks I have been given the run around and told to work it out myself, I may be reimbursed later if the hidden Customer Relations approves my case!!
My orginal flight from Sydney on 16 December 2007 PE (VS200) was cancelled after a night in a hotel, we (my son and I) were rerouted via San Fransico on QANTAS (Economy - as they have no Premium Economy). The PE with Virgin to LHR (After 8.5 hours in SF Airport) - rushed to catch a British Airways Flight (Air France plane) to Paris. (Voucher issued and used for this leg).
Was told to contact customer Relations later for reimbursement of Sydney - SF PE difference)
Turned up at Charles De Gualle on Sundey 27th janurary to start return journey. Told we had been cancelled off this flight as they had not been rebooked by Virgin. The intial cancelled flight and rerouting apparently requires the booking airline to re confirm later flights.
4 phone calls to customer service (call centre) during which I was told that:
1. It wasn't Virgins fault, I should have checked in at the Virgin counter at CGD - when telling CS officer that there is no Virgin counter in CDG was asked 'are you sure?'.
2. explained that these were international calls from a hotel in paris - could someone call me back - was assured that yes I would get a callback.
3. called back, put on hold, when requesting to speak with a supervisor, then cut off. This happened twice.
4. called again on Monday 28th after finding hotel accomodation, was told that I would have to make my own way back to London and that I would be compensated after sending my details to Customer Relations.

In London I tried again to get through to Customer Relations and not the call centre as my complaints are now about them. It just seems to be a merry go round. I was finally put through to a Customer Services officer who claimed to be in Crawley (but the background noise seemed very familiar) who after talking with Customer Relations, told me he could provide me with a pass to the lounge at Terminal 3.
Well as I was out of pocket with extra hotel accommodation and Eurostar tickets (as cheap tickets all sold) we (my son and I) spent our last night in england in a car. Before leaving we went to see my uncle in hospital again only to discover that he had become unwell - so between staying with him and making sure that he was going to recover, and returning our car we just made the flight. As well as being charged excess luggage of UK103 for 3 kgs.
I am incredibly disappointed with this airline. I have tried to keep my sense of humour and cool but this is just a farce.
We have one more leg Hong kong to Sydney on Feb 4th - surely the phantom Customer Relations can pull their fingers out and actually do something to win me back.
An upgrade to Upper Class from Premium Economy is the least as far as I can see. It will not cost them any extra as I am already booked on the flight.
This surely cannot be the first time someone has expereinced treatment like this!!![n]

Customer relations are based in Crawley as far as I know.

Your situation seems to have been truly terrible, you have a catalogue of complaints against Virgin.

Perhaps putting 'pen to paper' will get you closure quicker than various phonecalls. Make sure to photocopy EVERY document/reciept you send them as things can and do go astray.

Good luck with resolving this issue.

Keep us informed.

Thanks nevadakaz, you can be assured that all of this is going in writing as well, however the problem is that it should not have happened or gone on so long without any offers of assistance!. The other problem is, that, at no time, even though I have asked, have I been put through to the Customer Relations staff - who it appears are the only people authorised to provide any form of compensation eg the invitation to the lounge I was offered!
This trip was to see family and friends after the death of my husband last year and all I can say is that it has become the most stressful event I have gone through since then.
To have to sleep in a car because our budget had been blown through extra hotel fees, and eurostar tickets - is disgusting!
All I can hope is that Virgin keeps an eye on the forums, because if I don't hear anymore from them I will publish the staff names that I have dealt with.

[Nottingham Nick]

Originally posted by pruemz
....if I don't hear anymore from them I will publish the staff names that I have dealt with.

pruemz

Whilst I have sympathy for your plight, I would point out that, no staff names can be published on V-Flyer (for very long).

No crew / VS staff names can be posted on V-Flyer without their express consent, as per forum rules.

Nick

Am so sorry to hear you've been so badly treated, it's something that seems to keep coming up again and again (egg's treatment srpings immediately to mind).

From experience, it seems the only way to get anywhere with customer services (not just Virgin either) is to keep pestering them and make a thorough nuisance of yourself. It's not very pleasant and a royal pain in bum, but seems to be the only way. I see that you're planning on writing in too (good plan - am guessing you're keeping a catalogue of names, dates and times to include in this?

Best of luck.... let us know what happens.

For what it's worth I will offer the advice that you should try to put your anger aside, and write them a professional letter explaining the situation. Be forewarned that it can take some time though.

There's a post on here somewhere from a booking issue I ran into with VS where they failed to store the fare in the record and charged us full fare day of departure (almost twice as much). It took a while to get a reply back, but they refunded it in full. I've also had experiences where aircraft have gone tech and VS has offered up more than adequate compensation.

I understand that you've had a bad experience, but I will caution you that in the customer service industry the agent you deal with often has a lot of power as to how the situation is resolved. If you come across with the attitude you did in your post, an agent will be less likely to want to work with you to understand the details of the situation.

Send a letter, and attach copies of all your documentation. You will get a reply, just be patient.

Every single pixel of Webdes's post is absolutely right.

As someone who is, himself, prone to get very dramatic very fast, writing these kinds of letters is like a three step process:

1. Write down everything, the way I would WISH to say it
2. Edit and edit and edit till it's just the facts, dispassionately portrayed
3. Sign, seal and stamp...and prepare to wait.

Also, don't take this issue to the check-in desk with you for the HKG-SYD leg. They're not in a position to do anything, so don't try to get that upgrade there and then with some tale of (deserved) woe. It's unlikely to help.

I know it's difficult -- trust me on this -- to compartmentalise anger and feelings of betrayal with regard to expectations of service, but you must do so.

If you want to private message me, I would be happy to review your letter before you send it and make suggestions. I am in something of a professional role for that kind of stuff and may be able to help!

Good luck to you.

GJ

[preiffer]

Just check it when it comes back from GJ - he may have just slipped in a demand for a life-size Gold Llama or a diamonte-encrusted Paul Smith watch for good measure.... [:p]

Originally posted by preiffer
Just check it when it comes back from GJ - he may have just slipped in a demand for a life-size Gold Llama or a diamonte-encrusted Paul Smith watch for good measure.... [:p]

[^][:o)][^] -- diamante, indeed!

GJ