Interesting experience calling USA FC

Called the USA toll-free line for Flying Club Gold reservations the other evening. Promptly answered by a man with Northeastern US accent, but had to wonder: Are these calls being handled at a professional call center? The agent's poor diction was appalling, even to an American like me! He didn't seem to be able to handle anything more than the very basic questions. And, I swear, I heard a baby crying in the background. Surely these calls are not being handled from someone's home?

Have any others had interesting experiences with the US telephone lines? I wonder if this was an anomaly, as I am new to the Gold level.

I called the other day from the UK to make a miles plus money booking, got through to the US, and made the booking. No problems so far.

Later that day, I called back to make another, and was told that you can't book M+M over the phone. Knowing this was utter rubbish, I called back and got through to a different person, who also told me you can't make M+M bookings over the phone. On both occasions I got through to the US call centre.

The next day I called to try again, got through to the UK call centre, and booked no problem. I guess the moral of the story is, if calling from the UK, always call during business hours for the UK call centre because the US one doesn't seem to have a clue what's going on!

The US rules for US originating miles plus money.... MUST be booked via the web. UK rules for UK originating MPM, can be done either way.

[ChuckC]

Thanks, Juliet. This is an important distinction for our flyers to bear in mind. Perhaps VS will consider evening up the process.

Chuck-

Thanks for the info Juliet, I didn't know that. All of the flights I was enquiring about were from LHR though, so I can't explain what the problem was. I was even more frustrated because I'd booked succesfully with a US agent previously, and I was getting told different stories by folks that were all in the States!

I spoke to the UK Gold FC today about an upgrade on a future flight. I'll be in the US when I'll next try and see if there are seats I can upgrade to. The UK contact told me I might get a better experience if I ask to get routed to the UK based team.

Interesting. Have just got back from the US, but had to call FC while away - I thought about calling the US number, but decided I felt I couldn't trust what they might say (sorry, don't mean to offend you good folks in the US, but this was something I could not leave to chance) and I therefore chose to call the UK....

Yes, I know what you mean about having a higher comfort level calling the UK line when in the USA - I do it myself for more important things, like changing a ticket etc. In their defense, the Norwalk, Connecticut based Virgin staff are quite responsive to mail requests for things like missing miles etc. I just thought it was incongruous to have such a mixed experience with a telephone rep - it sort of detracts from the main reason that I choose Virgin over United, etc, for my London flights.

[mcmbenjamin]

I call the US gold line and asked to be transfered to the UK. The US (most) folks simply do not know how to do their jobs. There is a select few that are top notch.

Originally posted by casey0999
Yes, I know what you mean about having a higher comfort level calling the UK line when in the USA - I do it myself for more important things, like changing a ticket etc. In their defense, the Norwalk, Connecticut based Virgin staff are quite responsive to mail requests for things like missing miles etc. I just thought it was incongruous to have such a mixed experience with a telephone rep - it sort of detracts from the main reason that I choose Virgin over United, etc, for my London flights.

This was also too ask about changing a flight - I felt rather saddened that I had more confidence calling the UK - especially when it was actually more hassle to do so (hadn't realised I could have called the US number and asked to be transferred!) The feeling of relief I had when i did get through and heard those words 'premier team' was beyond words...

Every time I call the US number they have no idea, it's is really embarrassing.

Originally posted by manymiles
Every time I call the US number they have no idea, it's is really embarrassing.

I totally agree, had to change a flight once and they did'nt have a clue so I hang up and called the UK, premier team.

However I would recommend calling the US numbers if you want to make a change to a non changeable ticket....

Sometimes them not knowing anything can be an advantage...

Originally posted by manymiles
However I would recommend calling the US numbers if you want to make a change to a non changeable ticket....

Sometimes them not knowing anything can be an advantage...

Good point! No doubt it's also a good idea to get the name of the person you talk to...[:X]