V-Flyer

Complicated changes today with 5 of us travelling. Called premier team and everthign was resolved with them calling me back so I did not have to wait on the line.

The red pillows, the flowers, the amenity kits etc may have gone but at least some of the real Virgin staff remain.

Nice one!! I agree that the big things are important.... the main strength of Virgin has always been its staff .... at all levels, it just seems that SOME of those at the top are letting the rest down a bit at the moment. [8D];)[}:)]

Just wanted to add my bit regarding the premier team I called them today to sort a flight out for my mom to SFO, for Xmas and I must say the lady went our of her way to help me and she even manage to find me a better price than I was expecting or what I was quoted elsewhere top marks to the PT. [y] [y] [y]

Good to hear that there are still some reasons to spend on the premium products.

Oh yes, I concur most wholeheartedly - the Premier Team are absolutely outstanding [y][y][y]

Cheers

Michael

Originally posted by 747340
Who are the Premier Team

The team that look after Flying Club Gold and Upper Class customers.

They are brilliant! When everyone was booking on-line to gain bonuses and I couldn't, I was nearly on first name terms with most of them. They would either recognise my voice or else my address (well I did have to spell it out every time for them )

[y]

The level of service of Premier is fantastic. However, be warned that is significantly different to regular phone line for PE or Y.

Also, if you ring the premier line too early, before the Premier team start, you get picked up by the regular line.

I once rang at 7:10am - response was "cannot help, send a fax, supervisor says no! " Rang back again at 9:30 am - response of "certainly I will check, please hold as I have to get the supervisor to authorise this, so sorry to have kept you waiting, everything has been resolved".

Waiting time to get put through to someone in person dealing with you is about 10 times faster too. Regular VS phone lines have long hold times

When I was calling from Sydney to change my flight to HKG I got through to the main switchboard in Crawley and asked to be put through to the Premier Team. The person who took the call was friendly, polite, helpful - all you expect from the Premier Team. I put forward my request to be met with "I'm sorry, Mrs honey lamb but as it is a UC booking I need to transfer you to the Premier Team" If she had not said that I would have been none the wiser. It's good to know that there are equally high standards in the other areas of VS

Originally posted by KenJohn
The level of service of Premier is fantastic. However, be warned that is significantly different to regular phone line for PE or Y.

Also, if you ring the premier line too early, before the Premier team start, you get picked up by the regular line.

I once rang at 7:10am - response was "cannot help, send a fax, supervisor says no! " Rang back again at 9:30 am - response of "certainly I will check, please hold as I have to get the supervisor to authorise this, so sorry to have kept you waiting, everything has been resolved".

Waiting time to get put through to someone in person dealing with you is about 10 times faster too. Regular VS phone lines have long hold times

Obviously, FC Au members are easily identifiable, but how much of a UC passenger do you have to be to use Premier?

Presumably, even if you've not flown VS before in your life, if you're saying, "Please book me on flight VS xxx on x date in UC" then that's precisely what they're there for, but if you were only looking for a Z-fare and they have all sold out, and therefore rather than clench your backside and pay full whack you want to go PE instead, will they transfer you over to the "other ranks" line or process you there and then?

If you call through to the UC reservations number (to MAKE an UC booking ) then you'll be dealt with by the premier team. This is regardless of fare-code type.

Warning, however, as Richard says: Abuse it, and it'll be a quick divert to the correct department.

Gold FC or Upper booking, call the number; all others, use the number you know you should be calling in the first place...

Not been an Au Card holder or a UCS traveller[n], i Must say that when I have called FC Red the staff have always been brilliant and very very helpful, and in my experience I have always nearly gotten through straight away.

Neil:)

Originally posted by Attitude23
Not been an Au Card holder or a UCS traveller[n], i Must say that when I have called FC Red the staff have always been brilliant and very very helpful, and in my experience I have always nearly gotten through straight away.

Neil:)

That has been my experience also.

Paul