V-Flyer

Living as I do on this mystical island (ha!) to the west of most of you (and to the east of the rest of you) I have found there are distinct disadvantages to being a VS aficionado. For starters the Virgin credit card is off-limits [:(] (as it is for all of you living outside the UK) and then there is the impossibility of booking on-line since the billing address for the card must be the same as the country of departure. [n] All those bonuses are out of my reach. I have however discovered an additional bonus denied to all of you who book on-line.

Until fairly recently I did all my booking through my local travel agent which is entirely visible from my house and about 75 yards away. However one year I had a convoluted itinerary with several flights and would have been screwed with the service charges of so much per leg if it were not for the fact that I had taken part in a consumer survey the previous year and had received a voucher which went in some way to offset this charge. After that I decided I would go the direct route and call VS direct.

My first experience was absolutely delightful. I wanted a Z fare to SFO but there was none available for the date I wanted to return. We discussed the various permutations of using miles to upgrade; M+money; everything. When I said I needed to think it over the Premier team member gave me her extension to call back. When I did she was on her break but within ten minutes she had called me back and the flight was booked. The whole experience was terrific and left me feeling warm and woozy inside. This was definitely the way to go!

For my next flight, a guy answered the phone and (I’m sorry, guys) although he was totally professional that personal touch was missing. I hummed and haa-ed the next time before booking but that and the following one restored my faith in the direct approach to VS

Yesterday I called VS to book my flight to Dubai. It was the extremely pleasant experience I have come to expect but with an added bonus. We got to the part where I gave my name and address whereupon this lady said “I think I have taken a booking from you before. I recognise the address” OK, so I have to spell it out every time, but it’s nice to be remembered. Then when I went to give my FC number she said “Oh, you’ve gone to gold. Congratulations!” Wonderful!

Today, I went into the Update Booking section of the website to show my son the seats we had been allocated (incidentally I had presumed it would be the ordinary 343, but it was showing as a UCS configured. WhooHoo!) and to my horror the date was wrong and as I had been given her extension number I called back. She was not available but I explained my dilemma to the girl who had answered the phone. Because it was a Z fare I thought I was stuck with it but after a couple of minutes she came back to confirm the change and gave me her name. At this point it was my turn to say “ I think you have taken a booking from me” Whereupon she agreed and said she thought she had recognised my voice.

The listed advantages of being silver and gold are priority this, that and the other. I am beginning to think that the advantage is that you become known and recognised by the staff and are valued by who you are. That's what makes VS special

It's great when a company and the people that work for that company act that way.For many years I had my "friend" at VS in Connecticut,it was always nice to hear her voice when thing went nuts on one of my flight bookings.

Why did I get that awful "getting to know you..." song in my head when I saw the thread title? [V]:D

Absolutely agree with you though - I've had another wonderful conversation with the Au line today - upshot is that the 2 people I've spoken to this week are going to get positive emails sent (if not Heroes nominations) about them. They've been absolutely top notch, and like yourself, I've been left with that lovely "warm fuzzy" after dealing with both of them [y][y]

Cheers

Michael

When I first read the title, I thought it was a sort of alcoholics anonymous introductory thread for us all to contribute to:

"Hello, my name's Michael - I collect miles and blue alcohol"...


But having read it properly, I totally agree. I have 2/3 "named" people in the Premier team that I've taken an awful lot of time from, but still manage to make me feel valued every time I speak to them. The fact they give you their direct number, and invite you to call them back personally is a fantastic touch to the great service they already provide. [y]

I agree completely - I normally use the web site, but booked my last VS flights by phone (using the ag number) - and the service was excellent.

My own company have just "out sourced" some customer serivce functions to India - the problems I have had with good long term customers have been incredible in the space of 3 weeks.

Many companys seem to "write off" the expense of good customer service as it is not easily transparent on the company accounts - I hope VS does not bceome one of these.

Rich.

Originally posted by preiffer
When I first read the title, I thought it was a sort of alcoholics anonymous introductory thread for us all to contribute to:

"Hello, my name's Michael - I collect miles and blue alcohol"...

Hey just what are you trying to say? [:p]

Cheers

Michael

I feel the same way Honey Lamb.

BUT

I have booked at least four tickets online using miles and my billing address is in the USA.

Mr. Ben
123 Main St
Maryville, NY 10001
UK

that is how it looks. Amex has always approved the transaction. I always book two one way ticket as that is when the seats come aviailible.

Originally posted by honey lamb
Today, I went into the Update Booking section of the website to show my son the seats we had been allocated (incidentally I had presumed it would be the ordinary 343, but it was showing as a UCS configured. WhooHoo!) and to my horror the date was wrong and as I had been given her extension number I called back. She was not available but I explained my dilemma to the girl who had answered the phone. Because it was a Z fare I thought I was stuck with it but after a couple of minutes she came back to confirm the change and gave me her name.

I think that they are obliged to allow changes within a set period following purchase (it's either 24 hours or 7 days, I can't remember which), as a ticket sale via phone or email will be covered by the distance selling directive.

But, I know what you mean about the personal touch you get from VS' Premier Team! Really outstanding.

Cheers,
Mike

I was told 24hrs when I changed a Z for free in the past..
People can/do make mistakes with dates especially if your discussing various possible routes/itinaries

Honey Lamb,

What a delightful post. Thank you.

When I had to make changes to a recent flight (canceling it, unfortunately) VS staff were helpful and courteous, took the time needed and made certain they understood what I was trying to do. Actually I have always had good experiences with VS on the phone. Can't say the same about our airlines here.

Chuck-

Couldn't agree wqith you more honey lamb.

VS call centre staff are out-standing as are the guys who reply to emails - are these the same people I wonder [?]

It's just a shame though that these guys on the end of the phones /contact centre staff dont seem to get a look in when it comes to hero awards. I've voted for the same contact centre person twice now but the winners always seem to be either cabin or ground staff.

Regards