Complaint to Virgin

**Madabouttigger** · 18-02-2006, 19:03

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.

wrpac00 · 18-02-2006, 19:12

It really nice when a 'Customers Services' dept do their job properly instead of fobbing you off until you get fed up and go away.

**Madabouttigger** · 18-02-2006, 19:15

It certainly cheered me up![msnsmile2]

**LiesaAnna** · 18-02-2006, 19:53

well done to Elaine and Virgin!![clap][clap][clap]

**Cruella DeVilla** · 18-02-2006, 19:53

It's always nice to hear of good customer service, we often only hear the downside!

**pepsi** · 18-02-2006, 20:25

Well done Elaine. It just shows that if you are persistant and have clear evidence that somebody has not told the truth you can have things changed in your favour!!!

**solanasunshine** · 18-02-2006, 20:43

Well done to Elaine and Virgin.

We also had cause to complain to them last year and everything was sorted out quickly and in a satisfactory manner, so a big thumbs up to them.

[msnsmile]

**Madabouttigger** · 18-02-2006, 22:40

I do complain if I feel I have had bad service, but on the flip side I will also write a compliment letter if I think some one has gone the extra mile for me too. Having worked with the public for many years now I now how it feels to get positive feed back.

[msnsmile]