Complaint to Virgin

[hamish]

What a lovely woman, I wish she was dealing with my case.
Sent a complaint on 2/12/2005 about our Nov 2005 flight.
Received aknowledgement same day.
Contacted customer services again on 5/1/2006 asking why we had not received a reply to our complaint of 2/12/2005, no reply at all.
Sent in a compilation of all e-mails on 5/2/2006 and received the following on 10/2/2006

Dear sir, thank you for taking the time to contact us.
Your e-mail has been forwarded on to our team of customer relations executives, who will reply to you within 28 days.
In the meantime we would like to thank you for your patience.!!
Ihave tried to speak to the director of customer services, but have been told, yes i am in the system and someone will reply to me shortly. We fly with virgin twice a year and have done for years now.
So much for customer loyalty Mr Branston. <blockquote id="quote" class="ffs">quote:Originally posted by Madabouttigger
I would just like to sing the praise of Virgin Atlantic Customer Service team, especially a lady called Elaine Woods. In the new year I booked 3 flights from Manchester to Orlando. I have been tracking flight prices for over a year and felt that Virgin would give me the best deal, (not a lot of choice if you want to fly direct from Manchester). When I tried to book, there was no offer available for Miles + Money. I rang Virgin and asked why? The chap I spoke to explained that the dates I had selected were a busy time of year(November?) and the flights would not be discounted. So I went ahead and booked them at £331. Two weeks later I checked again and the Miles + Money offer was in the January sale at £299! I was furious and rang Virgin to complain. I spoke to Elaine and explained how dissatisfied I was that I had been misdirected. She advised me to put the complaint in an email to the customer services department.
This week Elain rang me back and explained that she had been instructed to cancel my original flights and re book them at the Miles + Money offer of £299. At no extra cost to me. She did all this for me over the phone and re booked the seating allocation we had booked on the previous flights too. She is such a nice lady, very appologetic and sincere and very good at her job. So praise where praise is due and well done Virgin Atlantic and Elaine Woods. [msnsmile2]

Diane.
[/quote]

[Macka]

Dianne,

I've worked in Customer Relations for many years. Don't bother trying to raise the CR director, you won't get him or her.

Concentrate your focus on what you do and how you do it, Then, if you have a reasonable case, sue them in the small claims court.

[Madabouttigger]

[quote]Originally posted by Macka
Dianne,

I've worked in Customer Relations for many years. Don't bother trying to raise the CR director, you won't get him or her.

Concentrate your focus on what you do and how you do it, Then, if you have a reasonable case, sue them in the small claims court.
[/quot

Thanks for that Macca but I think this advice is for Hamish not me.

Diane

[SDJ]

Hi All

Update - still waiting for reply. I am disgusted with their so called Customer Service!

Sandra