I've been VA plat for well over a decade. The call centre was, for a long time, based in NZ. Service was astounding. Agents really understood the brand and the product. Most importantly they knew how to provide solutions.
Now though the call centre is (I think) based in the Philippines. Service is wowful. Oftentimes I need to advise the agent on how they can address the issues I might have. Other times they are simply clueless. Once they didn't even know how to change me to a differnt flight (true!).
In fact I get the feeling that calls from Plats are now answered by any agent - regardless of experience.
What have your experiences with the VA call cantre been like?
It's exactly as you say. I recently had an issue with the call centre giving me the wrong information which caused multiple problems all down to lack of training and knowledge. Dissapointing as previously they were outstanding at the call centre
I’ve been platinum for about 5 years now and have noticed the same thing. A lot more passing around from one person to another too, even for fairly straightforward matters. Pretty sure that even if you have keyed your Velocity number and PIN, the first person you speak to isn’t from a dedicated premium team.
I asked if I could use my free Platinum Upgrades on a choice fare for a flight I booked with my free Amex flights,I knew this wasn't technically allowed but tried my luck. The lady didn't understand what I was requesting but after 15 mins of being bounced around 3 different operators my request was granted. Email confirmation sent.
1 day later I noticed my flights had been changed back to economy. Rang them up,stated my case and after lots of conversations with people who didn't really have any answers I was put back to business.
Totally agree . Also a Platinum member ,the current customer service is shocking . The call centre is not equiped to handle even the basic of requests . I have encountered numerous errors or misinformation that has resulted in incorrect flights booked or simply not booked as the call centre staff are not fully conversant with the rules and processes. It has become so frustrating I have reverted back to QF only to encounter similar issues but at least they do get resolved unlike at Virgin which currently never seem to be resolved regardless of my persistence.
It's the same with QF although i think it's an India call centre at times? Multiple calls recently to get service fees refunded when forced to call up because online classic reward booking not doable from departing port. Minor issues turned into a headache, repeatedly told will be actioned within next 48-72hrs and 3wks later still waiting. Having to explain again and again and hen be put on hold while they liaise with their supervisor. And the isn't the first issue. VA I haven't used in a while now but I would always get through right away at the time.
100% agree with this observation. Being velocity Platinum the call centre was always good. Calls answered quickly and they knew what they were doing.... i.e. why a Platinum flyer might be calling them.
I called last week to enquire about flights where I could use my (seemingly useless) 4 upgrades and was told they couldn't tell me (despite them doing this many times previously), and telling me it's only where you find ff business class flights (which is pretty much nowhere).
I called a second time hoping for a different person and they didn't even know what I was referring to when I mentioned the upgrades.
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VA call centre: Up to snuff?
vbarberini
vbarberini
Member since 16 Oct 2012
Total posts 41
Hi all
Keen to hear the experience of others:
I've been VA plat for well over a decade. The call centre was, for a long time, based in NZ. Service was astounding. Agents really understood the brand and the product. Most importantly they knew how to provide solutions.
Now though the call centre is (I think) based in the Philippines. Service is wowful. Oftentimes I need to advise the agent on how they can address the issues I might have. Other times they are simply clueless. Once they didn't even know how to change me to a differnt flight (true!).
In fact I get the feeling that calls from Plats are now answered by any agent - regardless of experience.
What have your experiences with the VA call cantre been like?
Janner76
Janner76
Member since 02 Sep 2020
Total posts 7
It's exactly as you say. I recently had an issue with the call centre giving me the wrong information which caused multiple problems all down to lack of training and knowledge. Dissapointing as previously they were outstanding at the call centre
Tracie
Tracie
Virgin Australia - Velocity Rewards
Member since 30 Oct 2015
Total posts 106
Agreed. They might be on time, but customer service is worse than Qantas.
thelongroad
thelongroad
Member since 14 Nov 2015
Total posts 54
I’ve been platinum for about 5 years now and have noticed the same thing. A lot more passing around from one person to another too, even for fairly straightforward matters. Pretty sure that even if you have keyed your Velocity number and PIN, the first person you speak to isn’t from a dedicated premium team.
Janner76
Janner76
Member since 02 Sep 2020
Total posts 7
I asked if I could use my free Platinum Upgrades on a choice fare for a flight I booked with my free Amex flights,I knew this wasn't technically allowed but tried my luck. The lady didn't understand what I was requesting but after 15 mins of being bounced around 3 different operators my request was granted. Email confirmation sent.
1 day later I noticed my flights had been changed back to economy. Rang them up,stated my case and after lots of conversations with people who didn't really have any answers I was put back to business.
Rkwm
Rkwm
Member since 23 Mar 2012
Total posts 41
Totally agree . Also a Platinum member ,the current customer service is shocking . The call centre is not equiped to handle even the basic of requests . I have encountered numerous errors or misinformation that has resulted in incorrect flights booked or simply not booked as the call centre staff are not fully conversant with the rules and processes. It has become so frustrating I have reverted back to QF only to encounter similar issues but at least they do get resolved unlike at Virgin which currently never seem to be resolved regardless of my persistence.
Sr Batrill
Sr Batrill
Member since 04 Dec 2017
Total posts 26
Sounds like the CEO's of Qantas and Virgin have been exchanging offshore call center notes. Pathetic.
Dan22
Dan22
Qantas - Qantas Frequent Flyer
Member since 07 Aug 2013
Total posts 168
It's the same with QF although i think it's an India call centre at times? Multiple calls recently to get service fees refunded when forced to call up because online classic reward booking not doable from departing port. Minor issues turned into a headache, repeatedly told will be actioned within next 48-72hrs and 3wks later still waiting. Having to explain again and again and hen be put on hold while they liaise with their supervisor. And the isn't the first issue. VA I haven't used in a while now but I would always get through right away at the time.
Jazzop
Jazzop
Member since 02 Dec 2016
Total posts 124
100% agree with this observation. Being velocity Platinum the call centre was always good. Calls answered quickly and they knew what they were doing.... i.e. why a Platinum flyer might be calling them.
I called last week to enquire about flights where I could use my (seemingly useless) 4 upgrades and was told they couldn't tell me (despite them doing this many times previously), and telling me it's only where you find ff business class flights (which is pretty much nowhere).
I called a second time hoping for a different person and they didn't even know what I was referring to when I mentioned the upgrades.