Customer Care

I know it says up to 28 days, but how long does it normally take VS customer care to respond?

Advice appreciated! [:)]

[Nottingham Nick]

I think it all depends on the nature of the enquiry, and whether CS have to refer your issue to another department.

One of the main complaints on here used to be that Cust Serv just send boiler plate responses to complaints and throw compensatory points at the author without addressing the actual issue(s).

This appeared to get better for a while, but seems recently to be slipping back to the old ways.

Nick

I emailed them recently. I was stating a complaint and also requesting that certain crew be made aware of the excellent service they had provided. A reply was received within 5 day.

Regards

Bryan

Thanks for the input. I wonder if 3 weeks so far is a good sign or not?!

Maybe they are going to give me a free upper class return and need to get it authorised! Yey!

[HighFlyer]

Did you take your flight in Upper Class? If so, the replies come from a different office and I have found that this contributes to the delay in replies, but, the replies I have always received are usually personal and thus worth waiting for.

Thanks,
Sarah

It was a PE flight - but I coped!

Anyway, I have had a response on the 25th day - to say they are forwarding the complaint to another department!

Horray!

It was a PE flight - but I coped!

Anyway, I have had a response on the 25th day - to say they are forwarding the complaint to another department!

It's still a very poor response time and mirrors my own VS experiences from a few years ago.To put it in context had an issue with a lazy BA crew last month. I emailed my experience to the general CS address on BA.com at about 7pm Friday night.I was just taking the top of of my first pint at 12 noon Saturday and my mobile rung.The matter was dealt with to my satisfaction(40k miles)on the phone there and then. [y]

Incidentally - what's the UK address for sending in complaints / praise?