First time ranting but I wondering if anyone else has experienced Virgin’s inability to solve issues in a timely manner.
I’ve had major issues with my Velocity platinum account locked and haven’t been able to use my points and logon over 5 weeks with the offshore support staff giving me misleading wrong information or have dragged on the process which apparently takes 30 business days
I’ve missed out on redeeming upgrades or flights during this time and using the platinum benefits have been difficult.
Has anyone else experienced issues with Velocity support? Even when escalated, I feel the offshore staff read from a script and offer no true support, no option to speak to anyone in Australia.
I hav’nt had any problems that you outline here, but do agree that the offshore staff can be challenging and sometimes I’m not sure if my reason for calling has been sorted, despite the staff trying hard.
VAs offshore call centre is diabolical. In my experience they often need guiding (from me as a ff) to achieve even the most simple of tasks. Try reaching out to corporate affairs in BNE if you can’t get a resolution.
Sadly though this issue of poor offshore (and presumably cheap) call centres is not isolated to VA. It’s become endemic in corporate Australia. AMEX is a good example. The Philippine based call centre is equally as bad as VAs.
Hi Guest, join in the discussion on
Velocity Platinum ‘Support’ Issues
mhotchin
mhotchin
Virgin Australia - Velocity Rewards - Platinum
Member since 18 Jun 2015
Total posts 36
Hi there,
First time ranting but I wondering if anyone else has experienced Virgin’s inability to solve issues in a timely manner.
I’ve had major issues with my Velocity platinum account locked and haven’t been able to use my points and logon over 5 weeks with the offshore support staff giving me misleading wrong information or have dragged on the process which apparently takes 30 business days
I’ve missed out on redeeming upgrades or flights during this time and using the platinum benefits have been difficult.
Has anyone else experienced issues with Velocity support? Even when escalated, I feel the offshore staff read from a script and offer no true support, no option to speak to anyone in Australia.
Flyman
Flyman
QFP
Member since 22 Jan 2013
Total posts 91
I hav’nt had any problems that you outline here, but do agree that the offshore staff can be challenging and sometimes I’m not sure if my reason for calling has been sorted, despite the staff trying hard.
vbarberini
vbarberini
Member since 16 Oct 2012
Total posts 39
VAs offshore call centre is diabolical. In my experience they often need guiding (from me as a ff) to achieve even the most simple of tasks. Try reaching out to corporate affairs in BNE if you can’t get a resolution.
Sadly though this issue of poor offshore (and presumably cheap) call centres is not isolated to VA. It’s become endemic in corporate Australia. AMEX is a good example. The Philippine based call centre is equally as bad as VAs.