Comments on: Virgin America: How a Bad Website Can Kill Good Will

By: marianab

marianab — Wed, 11 Nov 2009 14:46:23 +0000

Operator error on my part. After posting my comment I re-checked the website & my flight confirmation is listed. Also, I'm embarrassed to say, I located the original confirmation in my Junk file which I had not checked.

Perhaps V A is improving their online service.

By: marianab

marianab — Wed, 11 Nov 2009 14:01:58 +0000

I wish I had read this prior to booking with this airline. I believe that I booked a flight for 11/22 but have not recieved any confirmations & the web site indicates no flight booked with my confirmation number. It has been 2 days & we have just over a week before we're supposed to depart.

Today I'll try phone communication perpared for the long haul (with a cup of coffee & bathroom near by). I will& let you know results.

By: Billie

Billie — Tue, 11 Aug 2009 07:15:02 +0000

I just had a problem with VA. I booked a ticket on the website to use some credits, which the site offers and option to do. After I was done, same thing, it didn't show it on my account. I called costumer service, waited for 2 hours, spoke to 3 people, they said the only way to use the credit—for $50—was to cancel my ticket—cancellations cost $50—and re-book my ticket. They sounded all so nice explaining the “solution.”
After the call, I emailed the website. If I get no response, the next step will be Twitter.

By: Ryan

Ryan — Fri, 03 Jul 2009 10:55:17 +0000

Looks like Virgin group is consistent in making things as difficult as possible in customer support. If you think wrong plane billing is tough, try discussing a wrong phone billing. After 1-2 hours on the phone, with multiple hang-ups, it becomes difficult to talk further. Their customer service needs improvement (or more powers to make decisions).

Their Twitter part is good to hear, and indicates some people out there want to do it right.

By: kevnull

kevnull — Thu, 25 Jun 2009 19:37:21 +0000

Because there was no confirmation number, no reservation number and nothing showing on the website. That's the whole point. There was no indication ANYWHERE.

To quote from the post:
Two days later, we still hadn’t received any confirmation emails. We checked our spam folders to no avail. Coley logged into her VA account and the website said “no pending flights”. No charges had been made to the credit card, either.

By: cringle

cringle — Thu, 25 Jun 2009 17:15:34 +0000

every airline gives you the ability to access your reservation through their webstie once you've made it. you can review, cancel or change it, once you have your reservation number. if you weren't sure, why didn't you check it online once you got that reservation number, instead of waiting? no airline is going to refund your money or bend the rules because you didn't get an email. if a refund is not specifically part of their fare rules, of course they can't do it. they disclose all of that when you buy it.

By: Bruno Figueiredo

Bruno Figueiredo — Mon, 25 May 2009 11:35:20 +0000

Wow. I'm amazed at the power of Twitter at fixing customer service screwups. I had the same experience before with a couple of companies. All hail Twitter!

By: Jared M. Spool

Jared M. Spool — Mon, 18 May 2009 15:57:00 +0000

You're absolutely right.

A great experience is all about the entire experience. The in-flight experience can't be separated from the pre-flight experience.

Having systems that restrict otherwise empowered employees can be a fatal flaw. It sounds like the customer service rep wanted to live to Virgin America's promise, but the IT systems he used made that impossible, thus resorting to hacks to work around the restrictions.

Anyone in the enterprise who thinks their work isn't part of the customer experience probably is mistaken.

Jared

By: Angela Baxley

Angela Baxley — Mon, 18 May 2009 15:33:46 +0000

Hey, just a thought, but you may want to take it up with your credit card company as well. They will have documented proof that you did not have a charge.

I had a similar problem with Ticketmaster, and ended up with two sets of tickets to the Travis show a month ago. Unfortunately, Ticketmaster is the worst customer service of any company I've experienced and the Bank can't even do anything when it comes to working with them. The show wasn't sold out, the second set of tickets sat unused and the seats empty.

But! Maybe the Bank who issues your credit card can fix this transaction.

Ang

By: jesse

jesse — Sun, 17 May 2009 17:41:58 +0000

If you are persistent they will eventually refund your money. Keep reminding them about how many hours you have spent with agents and managers and remind them of how you have eaten their margin and then some, and will continue to do so, until your money is refunded.