Has Virgin stopped answering their USA res line?
Sep 26, 2020, 1:01 pm
#1
Moderator: Luxury Hotels and FlyerTalk Evangelist
Original Poster
Join Date: Sep 2002
Location: Palo Alto, California,USA
Posts: 17,854
Has Virgin stopped answering their USA res line?
Did a search and didn't find anything, apologies if I missed the correct thread.
I am holding a virgin award on ANA for next month (October) which I cannot use since Japan is not admitting folks from the USA. I have made three calls to the Virgin res line (while it was open) to cancel the booking since this cannot be done online. On the three calls, I waited without reply first for 15 mins, then 30 mins, and finally an hour, with no reply. So I followed the instructions and texted my request. I got an automated response that the text was received, but have not heard further for two days now.
Ultimately, I will call ANA and cancel with them so they don't hold the seat but that won't bring the points back.
How many hours or days do I have to wait? Or are there any tricks (I don't have status with Virgin) that work? I'd appreciate any help folks here can provide.
I am holding a virgin award on ANA for next month (October) which I cannot use since Japan is not admitting folks from the USA. I have made three calls to the Virgin res line (while it was open) to cancel the booking since this cannot be done online. On the three calls, I waited without reply first for 15 mins, then 30 mins, and finally an hour, with no reply. So I followed the instructions and texted my request. I got an automated response that the text was received, but have not heard further for two days now.
Ultimately, I will call ANA and cancel with them so they don't hold the seat but that won't bring the points back.
How many hours or days do I have to wait? Or are there any tricks (I don't have status with Virgin) that work? I'd appreciate any help folks here can provide.
Sep 26, 2020, 3:49 pm
#2
Join Date: Nov 2004
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Did a search and didn't find anything, apologies if I missed the correct thread.
I am holding a virgin award on ANA for next month (October) which I cannot use since Japan is not admitting folks from the USA. I have made three calls to the Virgin res line (while it was open) to cancel the booking since this cannot be done online. On the three calls, I waited without reply first for 15 mins, then 30 mins, and finally an hour, with no reply. So I followed the instructions and texted my request. I got an automated response that the text was received, but have not heard further for two days now.
Ultimately, I will call ANA and cancel with them so they don't hold the seat but that won't bring the points back.
How many hours or days do I have to wait? Or are there any tricks (I don't have status with Virgin) that work? I'd appreciate any help folks here can provide.
I am holding a virgin award on ANA for next month (October) which I cannot use since Japan is not admitting folks from the USA. I have made three calls to the Virgin res line (while it was open) to cancel the booking since this cannot be done online. On the three calls, I waited without reply first for 15 mins, then 30 mins, and finally an hour, with no reply. So I followed the instructions and texted my request. I got an automated response that the text was received, but have not heard further for two days now.
Ultimately, I will call ANA and cancel with them so they don't hold the seat but that won't bring the points back.
How many hours or days do I have to wait? Or are there any tricks (I don't have status with Virgin) that work? I'd appreciate any help folks here can provide.
Sep 26, 2020, 9:54 pm
#3
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the text system does have some delays in it
I would keep on at that system but I would also send them an email saying you want to cancel the flight and get a refund etc
Can't remember if VS has a chat system on the website at the moment but that would be another option and IIRC you can have the chat record emailed to yourself.
Both the above would show VS that you tried to contact them to cancal,
I would keep on at that system but I would also send them an email saying you want to cancel the flight and get a refund etc
Can't remember if VS has a chat system on the website at the moment but that would be another option and IIRC you can have the chat record emailed to yourself.
Both the above would show VS that you tried to contact them to cancal,
Sep 27, 2020, 12:55 am
#4
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Thought it's been a few months but when I used the text system for an award transfer to Hilton, it worked great. Took a little bit of time but got resolved pretty efficiently
Text them!
Text them!
Sep 27, 2020, 9:18 pm
#5
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Join Date: Sep 2002
Location: Palo Alto, California,USA
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In the past when I called, I usually got through within 15 minutes max. So this is different than a few months ago and I am wondering what has changed; i.e., have they laid off most of their res agents.
BTW, I did not see a "chat" option on their web page. If someone knows of one, please let me know. Thanks.
Sep 30, 2020, 4:12 am
#6
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As I noted above, I did, last Thursday. Got the auto-response so they received it. Since then, I have heard nothing tomorrow will be 4 days.
In the past when I called, I usually got through within 15 minutes max. So this is different than a few months ago and I am wondering what has changed; i.e., have they laid off most of their res agents.
BTW, I did not see a "chat" option on their web page. If someone knows of one, please let me know. Thanks.
In the past when I called, I usually got through within 15 minutes max. So this is different than a few months ago and I am wondering what has changed; i.e., have they laid off most of their res agents.
BTW, I did not see a "chat" option on their web page. If someone knows of one, please let me know. Thanks.
My suggestion to you is to be patient and keep holding until you get a representative online or try Facebook Messenger/Twitter.
Sep 30, 2020, 12:16 pm
#7
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On one of my many calls, 45 minutes in, someone did answer and I managed to get what I needed. However, this situation will cause me not to use Virgin in the future as their main competition, BA, is currently nowhere near as bad.
Sep 30, 2020, 2:25 pm
#8
Join Date: Mar 2018
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I did use FB messenger about 3 days ago and got no response. And I knew about their limited hours and always called during them.
On one of my many calls, 45 minutes in, someone did answer and I managed to get what I needed. However, this situation will cause me not to use Virgin in the future as their main competition, BA, is currently nowhere near as bad.
On one of my many calls, 45 minutes in, someone did answer and I managed to get what I needed. However, this situation will cause me not to use Virgin in the future as their main competition, BA, is currently nowhere near as bad.
Oct 2, 2020, 8:40 pm
#10
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Virgin responded to my text to them just now, 8 1/2 days after I posted it. The online recording says they will get back within a few hours. In my response, I suggested they change that statement.
Oct 2, 2020, 9:14 pm
#11
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