I love Virgin Customer Relations

For those of you who read my recent trip report for flight to Dubai in U/C on the 7th December you may recall that my family and me had a few problems with our cowshed appointments. Also a few other minor problems with wheelchairs and broken tables on the return flight slightly marred our overall experience of the flights with virgin. Plus they run out of Champaign within an hour of departing from Dubai this was the biggest upset of all[:#].

I wrote to Virgin not complaining but merely voicing my minor disappointment with the aforementioned glitches in appointment and broken equipment.

I had an e-mail back saying my letter had been passed on to Sir R B's office, which I gather is quite normal practice for complaints/comments from upper class passengers.

To my surprise without notification Virgin Customer Relations has today placed a total of 60,000.00 miles in mine and my family’s Frequent Flyers Account’s

I am over the moon with this result as all I was expecting was a kind letter of apology and maybe a free bottle of bubbly to make up for the lack of it on our return flight on the 14th of December.

Cheers Virgin for being so responsive to your customers concerns and acting promptly and positively to maintain the high level of customer service and support.

Cheers Wayne.[^][^][^]
[:X]

60k miles... bleeding 'eck! Result!

What a result Wayne! Nice to see they took your letter seriously!

Dominic

[preiffer]

Got 10k added to mine today - I ASSUME following up from an issue I raised last month - but no letter or notification explaining the background to it.

The issue I have with it, is I wasn't after miles at all. The response is more important to me than a "sweetner" of 10k...

Very good level of compensation that is! Always good to see that they do follow up complaints.

Although in case you weren't aware I think you will find that free FF mileage is the standard compensation procedure, especially for levels of really bad service.

Enjoy your miles anyway [8D]

Savour the moment[y]

Although the 10K approach is great and all if you just want the miles but when faced with a recurring problem and are just continually stick with the miles and no cure, I think I'd rather go with a good response as Paul mentioned.

VS.

[mitchja]

You do always seem to get the miles before the response these days from VS.

I had a cracker last week.....from BA customer relations.

Last October I complained to BA about the length of time I had to wait for my luggage at LGW off a domestic flight. After 3 attempts BA finally gave me 3000 Exec Club miles back in November, only noticed this after logging on to my Exec club account online as there was no response from them. Well last week (yes almost 3 months later) I got that response that went with those miles [:0]

Regards

That's great compensation - although I know i'd also like to hear what they are doing to ensure these issues don't happen again

Glad you got a good result jerseyboy....[y]

EGG's views on customer relations might be slightly different though...[:#]

My experience of VS Customer Relations is more mixed - I submitted two Flight Feedback forms via the VS website for different aspects of the same flight in November.

Feedback form 1 - relating to being charged twice for some duty free I bought on the flight. Dealt with perfectly by VS, personal email from a named contact in Customer Relations within a couple of days & then a refund cheque within a couple of weeks or so. No complaints.

Feedback form 2 - relating to general poor / tatty state of the UC Cabin / toilets / faulty UC Suites on the flight. Not heard a dickie bird about this. Have re-submitted the comments via the VS website & also emailed them to the "named contact" who dealt with feedback form 1. Have still heard nothing - seems that no-one is bothered about the shortcomings of the UC product on my return flight.

Is dealing with VS Customer Relations a bit of a lottery?

James

Whilst I am pleased with your result, it sickens me a bit they havn't even replied to my second letter asking them where the reply to the first one is that they said they would answer two months ago. Just a reminder my suite was unuseable.

[preiffer]

Write directly to SRB EGG. No question in my mind at this point - COMPLETELY unacceptable. [n]

I guess I also need to write to SRB with regard to the 2nd Feedback form that VS Customer Services have failed to respond to. What is the best address to send correspondence to "SRB's Office" to?

Thanks
James

[preiffer]

Unless it's changed...

Sir Richard Branson's Office,
Virgin Management Ltd,
120 Campden Hill Road,
London, W8 7AR

It's blood money - I too have asked for a response rather than the miles on occasions but no, they just keep piling the miles in (which as I said in another post are useless to me at the moment).

Paul

It goes to show the response you should have had EGG. My guess is that your letters/emails have got 'lost' - please, please don't let it drop!

Nice result Wayne. [y]

After two very very polite letters sent regarding my problem, my third "extremely hacked off" letter is being sent today along with copies of my previous ones.

If I don't get a reply to this, next Octobers flight with VA UCS will be my last and I will go over to BA.

[preiffer]

Are you sending it to SRB's office EGG?

Originally posted by preiffer
Are you sending it to SRB's office EGG?

Yes, but thats where the last two went, the first one I received a reply card end of Nov telling me I would be dealt with by an appropriate person. My second letter asking for a reply was sent 18th Dec, this wasn't answered at all.

Out of interest, what address are you sending them to?

The one detailed above on this thread, I already had it.

You know egg, I think the greatest shame is how this issue has moved you from being a massive fan of VS and in particular very positive about their abilities to sort issues. It was only a year an a half ago that you were saying in a similar thread

Originally posted by easygoinggeezerI have had several problems/irritations with my VA experiences, given the right tone and acknowledgement to them about the good stuff they have always left me a happy chappy willing to book another flight.

Not to reply for so long to what, I am sure, you phrased as a very moderate complaint is awful (whatever address it was sent to)

Have you thought about supplying your complaint online. It appears easier to track it's whereabouts when down this way.

Paul