Complaint to Virgin

**Madabouttigger** · 21-02-2006, 21:50

Sandra - If I was you I would put in a complaint. I was told that there policy is that bad news travells faster than good news so they want to keep there customers happy. It worked for me! Let us know how you go on.

Diane

**SDJ** · 22-02-2006, 03:21

Sharon

Who is this man? He sounds just what I needed!!!

Diane

I have sent an e-mail on Sunday - after sitting waiting on the telephone for 25 minutes for a human being who then told me that she was not Customer Services! This was the number I have on the back of my Flying Club Card!

I got an acknowledgement in seconds, but it is now almost Wed. and I am waiting - not very patiently - simmering and just about to go on the boil!!

Will update if any news.

Sandra

**Madabouttigger** · 22-02-2006, 21:03

Sandra, my complaint took over a month before I got a reply so just hang on in there. Hope its worth the wait.

Diane.

**SDJ** · 23-02-2006, 03:17

Thanks Diane. I really need a reply within the next 2 weeks as my insurance may help out as long as I get a letter from Virgin stating how late we were and what caused the delay. I will be pestering them early next week.

Sandra

**Madabouttigger** · 23-02-2006, 21:05

I'm sure if you ring them they will help you out - if you go to the Virgin Website the phone numbers for complaints is listed, let us know how you go on.

Good luck

Diane.

**Jill** · 24-02-2006, 01:31

We had cause to complain to Virgin after poor service last December. We did get an answer to our complaint but it was a gerneric reply that did not answer our complaint. I had another moan and eventually received a letter saying they are having computer problems and have a back log and hope to clear everything by the end of March. Two days later I received a letter apologising for the delay a correct reply and 5,000 air miles. Just hope when we go back to Miami in April we have a better flight.

**SteveW** · 24-02-2006, 13:16

I wish Virgin trains were as good... figure this one if you will.

every day for 7 years I have travelled via Train (virgin trains) from Rugby to Watford junction... and then returned in the evening at around 5.00pm... about 12 months ago Virgin Stopped the return service... but continued to drop me off in the morning... !!

My normal trip would take around 45 minutes from Rugby... the alternatives are Travel into London to catch a train out which then comes passed the point I started at an hour ago (and PAY EXTRA for this privilige of travelling into London) or catch the SilverLink train which goes half the speed of Virgin, goes via Northampton and takes around 1 hour 15 minutes more... so that 2 hours in total ... beyond me...

Suffice to say I had to move stations and travel from Nuneaton, pay extra for this service, and I am forced to catch the ONE and only train home at 16.35pm... thank goodness for flexible employers...

... but for Virgin Trains... what a disorganised, customer unfriendly bunch...

**Madabouttigger** · 24-02-2006, 21:33

reply from Virgin today;

Dear Diane,

Thank you for your recent email, and I apologise for the delayed response.

Customer care is among our highest priorities, and we expect all staff to be courteous and efficient at all times. That said, it really is a pleasure to receive a message such as yours, it makes all the hard work needed to maintain a high standard of service worthwhile.

I will ensure that your email is forwarded to Elaine and her manager.

Thank you again for taking the time to email us.

We hope to welcome you on board again in the near future.

Kind regards

Natalie Moseley
Contact Centre Customer Service Team