I just wasted 30 minutes on the phone with an agent (Virgin customer care) for trying to do two simple things:
- Change a flight (flex fare) from 14 March to 19 April
- Add velocity number to another booking

Here is how to went
- First 10 minutes: Can't find your booking. Are you sure you've booked with Virgin? You didn't put your velocity on your booking (but I did!). Kept getting my booking ref wrong despite spelling it the phonetic way.

- Second 10 minutes: Found it but what do you want me to do with it exactly? Change it? did you know you will have to pay 35 dollars to do it for you when you can do it online yourself? (If I was able to do it online I wouldn't have called, it's giving me an error on the last page).

- Third 10 minutes: ah, you've already checked in online for the outbound flight so you can't change you booking. (I'm like yeah, that's why we get the flex fare or business fare just so we have to change flights in the last minute and beyond!)

- Resolution: Yes I made the changes from 14 March to 19 March, something is clearly wrong with your browser/Internet connection to get that error, I did it for YOU but next time do it yourself online (I said the new date, flight number and time 5 times during the call and she still got it wrong).

I just thanked her and hung up. Couldn't take it. What a start for a day.


How did this person get hired? based on what? I got blamed for everything that happens. This has to be the worst call ever made with Virgin.