Anyone know who to complain to A Virgin Atlantic

chumba_2

does anyone have a contact tel number for the complaints dept in dunstable? i have written to them 3 times over the last few months, both by letter and email, all of which have been delivered, but they haven't even acknowledged in accordance with their own terms the correspondance.

It seems they are just ignoring the complaint.

failing that anyone know who to contact to complain about the complaints dept !!

gibbyni

Try posting your request here http://www.facebook.com/virginatlantic , go to discussions topics and there is one called "Gripes and Questions" im sure they will tell you to send your complaint to them and it should get sorted quickly, mine was sorted by a senior member of staff within 2 days.

chumba_2

thanks for the info, have done so and someone asked for the details. lets see if it works !:beer:

gibbyni

Just wondering did you ever get this sorted?

Nic100

Customer Service hell with Virgin. Totally fed up. I've emailed the below letter to them and will fax it too, but any other ideas to get them to change their wicked ways. I what this customer service reps head!

To Virgin Atlantic:

Following my call to Virgin Atlantic Customer Service around 11:30pm tonight, I would like to log a formal complaint against an employee at your call centre called Michelle. I assume she is based out of a centre in or around India. Not only was she completely disrespectful, almost abusive, during our telephone conversation implying (explicitly) that she was doing me a favour by taking my call, but she also hung up on me when I asked to speak to her supervisor. I am outraged! It is my understanding that it has become popular amongst businesses to outsource services like call centres, but really some level of decency must be maintained.

I am completely dismayed and feel shaken by the event. When I booked this ticket I went out of my way to select Virgin, knowing that although I was paying a higher cost I was also getting a better service. After realising I booked the incorrect date for my return trip I immediately called the FreePhone/Toll Free number and received not help, but a tirade. Is this how Virgin is training its staff? To yell at customers? Shocking!

I would like to request that a formal investigation is launched and that this employee Michelle is terminated, or at the very least severely reprimanded and retrained. Michelle represented the Virgin brand very poorly, indeed, and I will think twice about booking with Virgin again lest I have to deal with someone like her; as a flight attendant her negligence could be lethal.

Still my incorrect ticket remains unchanged and I am hesitant to call your FreePhone/Toll Free number again. Who would want to go back for a second round of abuse? No customer should have to take such treatment! Absolutely horrific. An abomination for the company and its stockholders. I just can't believe it. This is not the Virgin I have come to know and love.

In the interest of full disclosure I am sending a copy of this letter to Trading Standards and the Office of Fair Trading. Other people must be protected from this type of indecency.

Incapuppy

Nic100, thank you, your post has given me a good giggle this morning!

johnnyroper

i have first hand experiance of complaining to virgin and trust me you do not get the same outcome as this very old post these days.If they reply it is standard fob you off letter company gone really downhill in the recession.

nic100 your letter will not achieve a thing demanding a member of staff is sacked.

Troll????????

BillTrac

Not only a very old thread re-generated. But Nic100 wants "Michelle" terminated!!!!

Bit more drastic than a sacking...:rotfl:

redpete

Nic100 wrote: »

during our telephone conversation implying (explicitly)

How does someone imply something exlicitly?

some level of decency must be maintained.

She was only "almost abusive", so some level of decency was maintained.

I am completely dismayed and feel shaken by the event.

What on earth would you be like if something serious happened to you?

lest I have to deal with someone like her; as a flight attendant her negligence could be lethal.

What if someone like her was a pilot and decided half-way through the flight that they didn't want to carry on flying the plane - it's an absolute disgrace and should be reported to the relevant aviation authorities.

Absolutely horrific. An abomination ...

No, horrific is being trapped underground for 69 days or 20000 Indians who die of malaria each year, not someone in a call centre being a bit rude to you.

In the interest of full disclosure I am sending a copy of this letter to Trading Standards and the Office of Fair Trading.

I hope both organisations treat it with the degree of importance it deserves.

fitzroy

Yes I agree, the above post was/is over the top.

However, I too have a gripe with Virgin customer services - I emailed my original complaint, received a standard "acknowledgement" from a no-reply generated service; I followed up with a chasing email and, again, got the same standard acknowledgement from a no-reply generated service. So far, my complaint hasn't been dealt with.