My Fast Track issue has been sent to SRB's office

On the 14th Dec I flew out of LHR and was told by BAA that the Virgin Gold card was no longer acceptable for fast Track status. I was further told that there were negotiations going on between BAA and Virgin about it.

I fed back via email to the Flying Club, noting this incident and the mismatch between VA staff, setting the expectation I can use the Fast Trak service, and BAA who were saying no way. I was travelling in PE.

Today I received a response, indicating my issue has been sent to SRB's office. I did n't ask, or expect this issue to end up there.

I imagine I'll get a response in a week or so. And If I can I'll post the answer.

[HighFlyer]

Any issues raised by FC Au's or Upper passengers usually get referred there. When you've seen your fifth 'your letter has been sent to SRB's office' letter, the novelty wears thin . I hope you get a good explanation from them. The Exec assistants who usually reply on behalf of SRB are very good, i've had four page letters before and i'd much rather get an extensive explanation than a quick 'were sorry, but have some miles' line.

Thanks,
Sarah

I do consider the FastTrack issue as an Operational Issue, and not really necessary to goto SRB's office. I'll be interested to hear the outcome.

I did n't realise it was normal procedure to be transferred in this manner.

[RichardMannion]

Sarah is correct - any issues reported by customers booked in Upper or FC Au get sent to SRB's office.

It's not really VS, it is BAA being BAA. I have had the same issue before and argued the toss with the muppet at the FastTrak counter, that's even with a Gold sticker on my W boarding card.

Thanks,
Richard

Interesting comment that any FC Au or UC pax complaints get fed to SRB's "office" for a reply.

I filled in a flight feedback form on the VS website on 24th Nov commenting about the poor state of the LGW/MAN aircraft (& the UC cabin in particular) that I flew home from Orlando on. I got the standard "Do not reply to this - we have recieved your email" reply along with a tracking number for the feedback, but have not heard anything else since.

I assume that I should be escalating this lack of feedback by now - especially if the comments should be dealt with by SRB's office. Does anyone have any email addresses to send an email to?

Thanks
James

It is my experience that forms and emails take anywhere from 2 to 4 weeks for a response, for simple, standard letter responses.
My friend and I put in a complaint about food/no red wine on VS20 in October, he got a reply a week earlier than me. He got 5,000 miles, I did not.....

Unless you have a concern that requires some form of redress, i.e a prodcedural complaint, or you expect some action to be taken I would chase things up.

For a general observation I would not expect a reply, and if one did arrive, I doubt it would be quick.

TBH, if the comments about shoddy service from VS on this site are indicative of a broader trend, then what you see on here is only the tip of the iceberg, and if so, the postbag at "Richard Branson's Office" must be overflowing about broken seats, scrooge packs, iffy food and drink provision, lackadaisical crew members, broken IFE, and premium services (like priority boarding and baggage) that don't work as advertised.

Patience is going to be essential, especially if you want anything other than "boilerplate" responses.

Mike

Originally posted by RichardMannion
It's not really VS, it is BAA being BAA.

Correct. I was in the T3 Fast Track line last week and a pax behind me on his way to the Middle East was stopped because the class on his boarding card showed 'C'. The queue was halted while the operative on the desk at the entrance had to get her boss over, who had to explain that 'C' and 'J' are essentially the same for Fast Track purposes - and everything else for that matter.

I mean, how tough can it be?

Cheers, Howard

Correct. I was in the T3 Fast Track line last week and a pax behind me on his way to the Middle East was stopped because the class on his boarding card showed 'C'. The queue was halted while the operative on the desk at the entrance had to get her boss over, who had to explain that 'C' and 'J' are essentially the same for Fast Track purposes - and everything else for that matter.

Like the TSA guy who tried to tell people that the line was only for those in first and business, not Club World;)

VS.

Originally posted by VS045
Like the TSA guy who tried to tell people that the line was only for those in first and business, not Club World;)

VS.

He was probably correct as most people know US carriers domestic Business and First are not a patch on the International Club World and Upper Class offerings so he was probably reserving that line for pax in the 'lower class' of travel:D:D:D

Paul