My Complaint Letter to VS (re: IFBT)

Preiffer I strongly agree - the point of complaint should always be to improve. I certainly contribute to the complaining side hoping there is a positive upside and not just the price of miles per type of issue. I'd feel happier if we find a way of coralling our issues into some sense to push to VA in a consistent way, while also congratulating when theings are good.

I must admit to some discomfort a verbatim copies of what IMHO is essentially a private matter. Certainly i want to see debate of the issues being raised by the poster. However I am concerned that the knowledge that their reply may be published very publicly may push VS to be less candid - exactly what i think we would all like to avoid. It also occurs to me that VS could quit easily identify me as a V-Flyer from my login name - it is the same on both sites, and am concerned that they may use this knowledge to assume I will post their response. Similarly, to see a complaint here then a little later/simultaniously receive it in the CS office seems wrong to me.

On the other hand VS CS always know there responses may be discussed, even if the rules of our site were not to publish verbatim.

At the end of the day this is an issue for the v-flyer comunity to resolve. so perhaps it would be best to either have some clear rules from mods, or maybe a vote/debate in the members section.
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I like this forum because its one of my "HAPPY PLACES", friendly,
open minded and approachable.

It would be a shame if this site became like other forums that moan moan moan about a certain other "B"ig "A"irline which is the only thing that has prevented me from wanting to book any flights with them. When customers are saying they are unhappy with a company it doesn't really do much to attract any new clients. Plus I noticed some VA banners recently and thought WOW thats really cool, I certainly would not advertise my company on a site that complained about me or my staff too much.

It would look much better imho if someone had ( past tense ) a problem
just saying they brought it to VA's attention and they got a result that was acceptable, rather than a running commentary about individual
contacts, sometimes a member of staff in a huge organisation is not able to resolve an issue str8 away without authorisation or might not instantly know the correct procedure at one given moment, its not fair if someone wants to do the right thing and takes a little time sorting it out if in the meantime things are posted about them before they have had a chance to do the right thing.

It would be better all around if it was a case of A) I had a problem
b) I contacted them, C) Some time later they sorted it for me.

I 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.

I said I wouldn't say anythign else but I want to underscore two things:

1. You need rules if you want to control the speech on this site...I feel bashed by a lot of criticism (in private and public postings) and it smacks of people who don't want to pressure VS for whatever reason i wouldn't begin to suspect (They get free tickets for controlling the criticism? They are employees? Whatever.) There was never a rule against -- in fact there seemed to be a tradition supporting -- posting letters here and the responses.

2. To the wise guys that have passive-aggressive hinted that I should become a member please know your own house and realize that I cannot join as a member because the shop is closed for the month due to Pete being in Edinburgh.

This was fun. Isn't any more. Too much politics.

See ya,

BD

[Decker]

BD

The forum is organic and in an almost constant state of flux based upon the contributions of its members. It was not born fully formed, but has always accepted constructive criticism of VS. What are you experiencing is a growing pain as new directions are explored which may take the forum down hitherto unexplored corridors.

In the same way as we do not want this forum to become an apologist for VS neither do we wish it to become a coconut shy from which all and sundry can work out the best techniques for inflicting maximum damage/retribution on/from the VS Customer Service department. Until the day when VS staff can come on here and post comments upon the appalling behaviour of a drunk Decker on flight VS01 we have to try to ensure a balance is kept.

There is actually serious consideration being given to the establishment of a separate forum for advice on customer complaints. This would as previously acknowledged add value to the forum. However as you have already noticed Pix is not around at the moment to do anything about this. This section of the forum WILL have clearly defined rules as to what is and isn't allowed - if you wish we might even name that section of the rules the "BD principle" [:p]. (Actually unlikely but....).

I'm sorry that you feel attacked - one of the briefs for the moderators is to encourage site membership and as post counts climb and help is sought the pressure will intensify. None of the mods receive anything for their participation - not even a cut of the nett loss the site runs at so your insinuation otherwise was unworthy - your hurt feelings (whilst regrettable) notwithstanding.

We'd encourage you to stick around and see what your works help to build!

Regards

Decker and the mods team.

[B)]hope my posts have not given the impression of bashin anyone, thought they were quite even handed actually, oh well[:(]