My elderly parents visited me from the UK and I tried to use the online check in to ensure they got seats together for their overnight return flight. The system does not allow you to check-in more than 24 hours ahead of the flight departure but as soon as the clock passed the -24 hour mark I logged on but got an error message saying the system was unavailable. After several more attempts, I called by phone and after 20 minutes or more on hold was told there was a problem with the sysstem and to try again later. I tried again and again over the following 2½ hours without success so I called again but gave up after 30 or more minutes on hold. I hung up and called again for another 35 minutes on hold before someone assured me they could help and transferred me back into the menu system where I managed to navigate my way to a hang up. Calling back it only took 20 minutes to get an answer out of New Delhi or wherever. The eastern gentlemen informed me that all online seats were already allocated so the only remedy would be to check in 3 hours ahead of the flight instead on 1½ hours. I asked how the online check in seats could be taken if the system had been down. Not suprisingly, he couldn’t provide an answer.

Unfortunately, instead of asking to speak to a supervisor, I ended the phone call (politely). It was then I decided that I was unsatisfied enough that I wanted to escalate the problem – two calls and 1¾ hours later, I finally talked to someone who refused to put me through to a supervisor but couldn’t do anything about the situation except notify the airport departure desk about the issue – to what end remains to be seen.

All that money and they can’t provide a consistent online check in system or reasonable customer service!

20th October 2010

To Virgin Atlantic:

Following my call to Virgin Atlantic Customer Service around 11:30pm tonight, I would like to log a formal complaint against an employee at your call centre called Michelle. I assume she is based out of a centre in or around India. Not only was she completely disrespectful, almost abusive, during our telephone conversation implying (explicitly) that she was doing me a favour by taking my call, but she also hung up on me when I asked to speak to her supervisor. I am outraged! It is my understanding that it has become popular amongst businesses to outsource services like call centres, but really some level of decency must be maintained.

I am completely dismayed and feel shaken by the event. When I booked this ticket I went out of my way to select Virgin, knowing that although I was paying a higher cost I was also getting a better service. After realising I booked the incorrect date for my return trip I immediately called the FreePhone/Toll Free number and received not help, but a tirade. Is this how Virgin is training its staff? To yell at customers? Shocking!

I would like to request that a formal investigation is launched and that this employee Michelle is terminated, or at the very least severely reprimanded and retrained. Michelle represented the Virgin brand very poorly, indeed, and I will think twice about booking with Virgin again lest I have to deal with someone like her; as a flight attendant her negligence could be lethal.

Still my incorrect ticket remains unchanged and I am hesitant to call your FreePhone/Toll Free number again. Who would want to go back for a second round of abuse? No customer should have to take such treatment! Absolutely horrific. An abomination for the company and its stockholders. I just can’t believe it. This is not the Virgin I have come to know and love.

In the interest of full disclosure I am sending a copy of this letter to Trading Standards and the Office of Fair Trading. Other people must be protected from this type of indecency.

Sincerely,
Nicole

I think US carriers are much more open to these sorts of things. I love United which has always treated me right.

I used to LOVE Virgin too – and like Danny would always select them over other carriers. In one year, I flew three or four Upper Class round trips between LAX and LHR. I had moved up to Silver.

But on my most recent trip – I actually made a really silly mistake – I ‘thought’ I had booked myself on the 11AM flight out of London – and got there at 9AM. I discovered that in fact, I was booked on the 3PM flight. Well – I was flying Upper Class and had paid fully for my ticket – so asked if there was room on the 11AM. Indeed – there were EIGHTEEN SEATS OPEN IN UPPER CLASS. Would they move me up to the 11AM flight please? NO!! I asked if I could speak to a supervisor – and was kept waiting for THIRTY MINUTES – and when she finally came she said they would move me but it would cost $500!! She was about as cold and unsympathetic as she could be – WHAT was SHE doing working in the Upper Class check in area? I asked, “Have you looked at my flying club record? I’ve flown with you four times in the last year? Can’t you move me as a favor? It’s a totally free move on your part. You have 18 empty seats!” Cold stare. NO! No apology, no explanation, just NO!
So – I sit in the lounge for FIVE HOURS waiting for the 3PM flight – and when I get to the gate for the flight, discover that the 3PM is OVERSOLD AND THEY ARE BUMPING PEOPLE. How ridiculous is that? They could have moved me out of there at 11AM for free, had another open seat at 3PM and saved themselves some money and aggravation.
I discussed the whole thing with the pilot on the flight over and he thought it was just insane and encouraged me to write to Virgin. Which I did. Not surprisingly, I got a standard form letter back saying that the people in London had done the right thing. Oh really? I don’t think so.
It was a free move on their part – but now they’ve lost not only all of my future ticket money (thousands a year) BUT ALSO my being a spokesperson for them – I used to recommend Virgin to all my friends and colleagues in the entertainment industry – NOT ANY MORE. In fact, I go out of my way – like I am here – TO TELL PEOPLE TO AVOID FLYING THEM.
And I agree with the comment about the ‘staff party’ – they really do make you feel like you’re gate crashing their little gathering. All gathered at the bar chatting away.