5,000 free points for their transition
#1
Original Poster
Join Date: Mar 2011
Location: Bay Area
Posts: 186
5,000 free points for their transition
Hope this applies to most if not all. Virgin America just sent an email stating an apology and offering 5,000 points. I logged on and behold there was an additional 5,000 points in my account. I didn't have that much trouble with the transition, a few minor things but it was expected.
I appreciated the gesture and I always get great service (well for the most part) when flying with Virgin.
A portion of the email:
Dear QSYH,
We recently transitioned to a new reservation and airport service platform, one of the largest operational changes an airline can undertake. Although the new system will ultimately improve the speed, reliability and functionality of our booking system and website, many of you may have been inconvenienced since we made the switch. Specifically, some guests experienced web functionality and airport check in issues, and some faced unacceptably long call hold times at our Call Center.
Your time is precious and as an airline that prides itself on its guest service, we apologize. To thank you for your patience, we have credited your Elevate account with 5,000 Elevate points* — the equivalent of a round-trip short-haul flight — for your use at any time, with no blackout dates. These points will be reflected in your total balance and you will be able to use them beginning today, although it may take a week for you to see the detail in your online account activity.
I appreciated the gesture and I always get great service (well for the most part) when flying with Virgin.
A portion of the email:
Dear QSYH,
We recently transitioned to a new reservation and airport service platform, one of the largest operational changes an airline can undertake. Although the new system will ultimately improve the speed, reliability and functionality of our booking system and website, many of you may have been inconvenienced since we made the switch. Specifically, some guests experienced web functionality and airport check in issues, and some faced unacceptably long call hold times at our Call Center.
Your time is precious and as an airline that prides itself on its guest service, we apologize. To thank you for your patience, we have credited your Elevate account with 5,000 Elevate points* — the equivalent of a round-trip short-haul flight — for your use at any time, with no blackout dates. These points will be reflected in your total balance and you will be able to use them beginning today, although it may take a week for you to see the detail in your online account activity.
Last edited by QSYH; Nov 19, 2011 at 4:57 pm
#5
Join Date: Sep 2010
Location: LAX
Programs: AA PLT
Posts: 235
I flew LAX <> FLL on the 13th and FLL <> LAX on the 19th...I also twittered with @VirginAmerica on Twitter after waiting on hold for support for 1.5 hours. I received the 5,000 points as well although I may go back and ask for more. Not used to being inconvenienced quite so much.
#6
Join Date: Jul 2010
Location: DCA/IAD/BWI
Programs: UA 2P, Marriott Plat, Hyatt Plat, National EE, Avis PC
Posts: 314
#7
Join Date: Sep 2010
Location: LAX
Programs: AA PLT
Posts: 235
#8
Join Date: Jul 2010
Location: DCA/IAD/BWI
Programs: UA 2P, Marriott Plat, Hyatt Plat, National EE, Avis PC
Posts: 314
#9
Join Date: Nov 2010
Location: KSA
Programs: Marriott AMB, Skywards Gold
Posts: 3,737
Tried that, they said no. It's only for passengers who have flown between certain dates. I'll be flying tommorow, let's see what happenes.
#10
Join Date: Jul 2010
Location: DCA/IAD/BWI
Programs: UA 2P, Marriott Plat, Hyatt Plat, National EE, Avis PC
Posts: 314
#11
Join Date: Dec 2007
Programs: Enough to travel better
Posts: 2,020
Flown on VX during the Veteran's Day weekend. There were website issues galore, the check-in process had to be completed at the airport and the flight was the worst I've been on. It was major failure with operations on a Sunday night. I complained at airport check-in and I guess VX heard me and others. Within 3 days, the compensation points were distributed into my account.
That Sunday night of my flight, there was almost nonstop turbulence on a transcon flight together with a parking error at the gate, where the plane was misaligned to the jet bridge. I thought the flight crew must have been new to the route and to the airport terminal as well. I almost thought the compensation points were due to the bad flight rather than website issues.
That Sunday night of my flight, there was almost nonstop turbulence on a transcon flight together with a parking error at the gate, where the plane was misaligned to the jet bridge. I thought the flight crew must have been new to the route and to the airport terminal as well. I almost thought the compensation points were due to the bad flight rather than website issues.
#12
Join Date: Nov 1999
Location: Tucson, AZ USA
Programs: DL-Platinum / AS-PlatPro / Hyatt - Glob / Hilton-Diamond
Posts: 1,573
I guess they're not too concerned about folks trying to make a reservation but couldn't. One failure can be any company as they're doing on-line updates. But website failures spanning a couple of days is not good.
#13
Join Date: Oct 2010
Location: Sacramento, CA
Programs: VX, AA, Amex Platinum,Amex Gold, HHonors Diamond , Marriott Plat Elite, Chase CSP
Posts: 43
I flew out of LAX on Sunday and it was a Zoo, because you couldn't check in on-line made worse by holiday travelers. I fly again tomorrow. I just logged in to buy a ticket, and I got nothing.
#15
Join Date: Sep 2010
Location: LAX
Programs: AA PLT
Posts: 235