Virgin flying club - Who to complain to?

Can anybody please tell me the best way to complain to Virgin? Have flown three times this year and every time I have tried to check in on-line to come home, I have been unable to. I have called customer services and also e-mailed the complaints team - but have been fobbed off with untrue excuses as to why I am unable to and I simply want a straight answer so we can rectify going forward.

If anyone has any info/e-mail addresses/phone numbers I would really appreciate it

Email and calls do not work...but they can't ignore a letter!

Customer Services
Virgin Atlantic Airways
The Office
Manor Royal
Crawley
West Sussex
RH10 9NU

Complained twice to this address and got a reply (with a gesture of goodwill) within 28 days. Send a letter of complaint recorded delivery. It's Head Office.

Email and calls do not work...

From experience, the VS customer service team that respond to emails often respond only (and very swiftly too) if the query is straightforward and requires textbook answers. Once the query is slightly more complex and requires more investigation / thinking, I've never heard from them despite numerous follow-up emails. :td:

It's happened to myself and various members of my family over recent weeks, when we tried to inquire about some missing shopping miles and signup bonuses.

VS often says it takes up to 28 days to reply to a comment or complaint. It's never taken that long with me and I've never not had a reply. I've got a current discussion going on with Amex transfer points bonus which is being updated weekly for example.

General tips - make the point simply, clearly and without loud language - and follow up. Using the online form is usually best.

Thank you all for your comments

From experience, the VS customer service team that respond to emails often respond only (and very swiftly too) if the query is straightforward and requires textbook answers. Once the query is slightly more complex and requires more investigation / thinking, I've never heard from them despite numerous follow-up emails. :td:

It's happened to myself and various members of my family over recent weeks, when we tried to inquire about some missing shopping miles and signup bonuses.

Agreed - it also has much to do with the fact that emails are outsourced and the responses are pre-wriiten because the operators have minimal command of her Majesty's English! So, when things get a little complicated, they have no idea how to reply or even what to say (all imho and experience).

it also has much to do with the fact that emails are outsourced and the responses are pre-wriiten because the operators have minimal command of her Majesty's English

This may be true for some replies, but not all and certainly not if you are FC Au, in which case all replies come from the UK team or SRB's office itself.

Let's not pan all the offshore staff, the quality of their responses is more likely because they don't have the training of the UK staff in as wider an aspect of VS operations.

Let's not pan all the offshore staff, the quality of their responses is more likely because they don't have the training of the UK staff in as wider an aspect of VS operations.

No - I don't agree at all - political correctness aside, I'd find it difficult to answer a problem in French if it wasn't my first language. I'd try very hard and I'd do a good job but, I'd never be as good (or understand the complexity) as well as a French native. The problem has less to do with training - the offshore staff could be trained to the same level as the UK staff and they would still write replies that read like a 10yr old wrote them. :td slightly OT, but it's true. The difference when one gets a reply from the UK team is like night and day. Same for many industries.