Originally Posted by desi

This was posted on Virgin America forum but given that it is redemption from Flying Club, it may be more appropriate here and deleted from there.



Like to share recent experience of a loyal VS Gold for VX redemptions:

1) Call VS Gold line, who says that they do not have current availibility of VX , only indications, please call VX

2) VX asks to talk to VS

3) VS reiterates original story but given its frustrations with VX, simply gives booking codes to give to VX and if VX says availibility exists then call back VS (they are unable to do that part themselves)

4) VX states that no Main cabin seats are available for ANY california - NYC trips in entire next 90 days period (not a single one - hung up and reverified with different agent) but First Class is available on certain days (however, cautions that VS may not be able to see them) in K booking class (which is used for Flying Club redemptions in VX first Class)

5) VS can not "see" the availibility given by VX but is willing to send a message with strict instructions that customer should be calling back only after 24 hours and not before that.

6) 24 hours later VS confirms that seats are indeed available but VX has put 4 hour condition on it and hence the process needs to be restarted. (and this time they would initiate request only for those seats that they "see" even when they were proven wrong just a day ago)

7. Another 24 hours and VS deadpans that VX can not confirm availibility (sorry for giving wrong information but willing to try another 24 hour attempt. Supervisor insists that in spite of them being sister companies, communication has to take 24 hours)

8. Used conf call feature to get both on the lines together to find a flight that they both agree is available for flying club redemption on VX, However, process still requires 24 hour turn around.

9. Next day, VS comes back stating that seats were no longer available and no redemptions are available in any class on any CA (SFO/SJC/SAN/LAX) to NYC (EWR/JFK) for entire next 30 day period.

Customer gives up and instructs COO to blacklist VA and divert business (about 120,000 USD in UC tickets in FY 2012-2013) to any other airline with comparative pricing.

is this one off or flying club redemptions on VX are indeed a difficult manual process involving 24 hour turn around?