Customer Service Delay

From your experiences, how long does it generally take to get a reply back from VS when you have sent in an email complaint regarding your flight? I sent mine in on 7/31 and have not yet received a reply... is this normal or should I be ringing them up?

Thanks...

For me it usually takes 1-2 weeks, if you phone they usually send you a letter anyway, so if it's nothing really major I would give it a few more days.

So I should expect a standard mail reply, as opposed to email? I've never had to complain before, so I was just curious what their procedure was...

Originally posted by webdes03
So I should expect a standard mail reply, as opposed to email? I've never had to complain before, so I was just curious what their procedure was...

yes I always get letters rather than e-mails, I'm not sure about others here though.

I sent a postal letter of complaint to the Customer Services Dept at the end of June. I received a letter from them a couple of weeks later telling me it had been sent to SRB's Office. About 10-14 days later I saw 20k points had been deposited in my account and a letter from an "Executive Assistant" of SRB followed a few days later.

I imagine they are getting quite a lot of complaint letters at the moment! I suggest you give them a bit more time, also it is Holiday season so they are probably a bit short staffed.

Mark.

When I have sent an email to them I have all but one time had an email response back. First response is a simple "we have received it and will process it" or " it has been sent to SRB's office". The second response is dealing with the issue. It has taken anywhere between 2 and 6 weeks to get the second email.

Although we do not know the nature of your complaint, I should warn you that there have been quite a few reports of boilerplate responses that do not really address the issue. Throwing around of miles also seems a very common response, which some see as being "bought off". Also the nature of your complaint affects how it is dealt with. For example (ISTBC) if your complaint were to be about UC service then it would be sent to SRB's office as a matter of course.

So I think your should have recieved the acknowledgement by now, and if not I think you should contact VS. If you have received that, then I would consider giving it a little while (dependant on how serious your complaint is).

99

Same here - when contacting by email I have always received an acknowledgement by email within a few days. The full reply has usually taken longer. As you don't seem to have even received an acknowledgement I would be tempted to ring or send a chase-up email.

It's been taking around 4 weeks for snail mail to SRB's office to be turned around, and slightly longer when I said, "No more miles please. No more fobbing off. Just answers, thanks".

The chap in SRB's office had actually taken the time to go and properly investigate my comments, and come back with answers from the responsible persons in VS.

I didn't mind that it took a bit longer to do that, but it's still pretty sloppy when my mum, who works for a public-facing Government Agency is expected to turn postal enquiries around in 7 days, and send holding replies, and regular updates if that's not possible.

Mike