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Virgin Atlantic Airways Complaint - I used to rate Virgin Atlantic quite highly but no more! - Online Check-in
Online Check-in - Complaint
My elderly parents visited me from the UK and I tried to use the online check in to ensure they got seats together for their overnight return flight. The system does not allow you to check-in more than 24 hours ahead of the flight departure but as soon as the clock passed the -24 hour mark I logged on but got an error message saying the system was unavailable. After several more attempts, I called by phone and after 20 minutes or more on hold was told there was a problem with the sysstem and to try again later. I tried again and again over the following 2½ hours without success so I called again but gave up after 30 or more minutes on hold. I hung up and called again for another 35 minutes on hold before someone assured me they could help and transferred me back into the menu system where I managed to navigate my way to a hang up. Calling back it only took 20 minutes to get an answer out of New Delhi or wherever. The eastern gentlemen informed me that all online seats were already allocated so the only remedy would be to check in 3 hours ahead of the flight instead on 1½ hours. I asked how the online check in seats could be taken if the system had been down. Not surprisingly, he couldn't provide an answer.
Unfortunately, instead of asking to speak to a supervisor, I ended the phone call (politely). It was then I decided that I was unsatisfied enough that I wanted to escalate the problem - two calls and 1¾ hours later, I finally talked to someone who refused to put me through to a supervisor but couldn't do anything about the situation except notify the airport departure desk about the issue - to what end remains to be seen.
All that money and they can't provide a consistent online check in system or reasonable customer service!
Unfortunately, instead of asking to speak to a supervisor, I ended the phone call (politely). It was then I decided that I was unsatisfied enough that I wanted to escalate the problem - two calls and 1¾ hours later, I finally talked to someone who refused to put me through to a supervisor but couldn't do anything about the situation except notify the airport departure desk about the issue - to what end remains to be seen.
All that money and they can't provide a consistent online check in system or reasonable customer service!
Comments:
Posted by Ben There on 2010-11-30:
I have always been able to pre-assign seats on Virgin well in advance by using my confirmation code on their website. Next time I suggest you do this as soon as you buy your tickets so you don't have to wait to see what is left at check in. There is always a chance if you wait there might not be any seats left together, regardless of site issues.
Posted by warddw1526 on 2010-12-01:
Were they able to get seats together for the flight home?
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