Do Virgin actually read letters and e mails from passengers

[Deerfold]

It's the duty of the service provider to deliver a service that delights the user, customer or passenger.

It's not the duty of the customer to accept what they are given no matter how awful.

Every time you allow a service failing to go un-checked or unreported, you are effectively condoning its repetition. The next person who suffers may not be quite so capable as you to sort things out for themselves.

Having a minimum standard you'll accept isn't a problem. Having a target of getting a refund of 1 in 4 hotel rooms suggests you're out for whatever you can get, regardless of the service you receive.

 

[route:oxford]

My VTWC also freezes exactly the same. I'll simply let another TOC have my custom.

EDIT:-
Just tried my VTWC login on VTEC site, and it worked. Data protection issue?

So same email address to log-in... Do you never use the same password on more than one site?

 

[Howard70]

Having a minimum standard you'll accept isn't a problem. Having a target of getting a refund of 1 in 4 hotel rooms suggests you're out for whatever you can get, regardless of the service you receive.

sending complaints on an industrial scale invariably means they have to be dealt with in the same way, hence I guess why OP wan't invited in for a chat about his ideas on meal plans

 

[PHILIPE]

In my early days on the Railways, in our Divisional Office and complainrs that came in were endorsed by red pen PUBLIC COMPLAINT. A reply had to be sent within 7 days, time allowed to investigate and, when the reply was sent, the circumstances had to be thoroughly explained and what action was being taken to avoid a recurrence as far as confidentiality would allow.

 

[Hellfire]

I would be happy with the complete abolition of all delay compensation if it would allow money to be spent instead properly reading and replying to complaints.

Why shouldn't passengers who are delayed get compensation?

 

[MotCO]

Many years ago I had a problem with a Virgin mobile, and sent a complaint by email. Having not received a response within a suitable period, I emailed a certain Richard Branson, having guessed his email address from the Virgin business website. The email did not bounce so I assume it was a correct address, and the problem was resolved. Coincidence?

Also a colleague once flew with Virgin, and wrote a letter of complaint. They received a phone call from Richard Branson himself - now that's customer service.

 

[ChiefPlanner]

In my early days on the Railways, in our Divisional Office and complainrs that came in were endorsed by red pen PUBLIC COMPLAINT. A reply had to be sent within 7 days, time allowed to investigate and, when the reply was sent, the circumstances had to be thoroughly explained and what action was being taken to avoid a recurrence as far as confidentiality would allow.

Had a system where all mid- managers were asked to take 50 customer complaint letters home , read , and arrange reply. Excellent way of getting "what matters to customers" across - have to say some of them were very rude to say the least. In certain cases , one to one meetings were arranged and amazingly positive for both sides.

 

[donald2007]

The new dinner menu is awful. Measly bits of chicken, probably 50g at most.

The hake was much better.

But it continues these very small dinner portions. It might be okay on the MAN-EUS routes but not for us on GLC-EUS. Breakfast is huge in comparison. Carby cakes, sandwiches are no substitute for proper hot food. It might keep the leisure pax happy but not those of us who travel for work.

 

[All Line Rover]

The new dinner menu is awful. Measly bits of chicken, probably 50g at most.

The hake was much better.

But it continues these very small dinner portions. It might be okay on the MAN-EUS routes but not for us on GLC-EUS. Breakfast is huge in comparison. Carby cakes, sandwiches are no substitute for proper hot food. It might keep the leisure pax happy but not those of us who travel for work.

Agreed. And the canapés appear to have disappeared from the Euston lounge, despite continuing to be depicted on the website. All the Euston lounge has now is jam doughnuts. Jam doughnuts!!

On the other hand, the Bryn Williams evening meal served on the Voyagers is excellent. Pity it's only available on two services...

 

[Mark62]

I sent a message to VTEC two weeks ago regarding a discount code I received that wouldn't work inn the online checkout. They never replied.
A week later when travelling on theNewcastle London train in first class an official looking lady from Virgin walked down my carriage so I told her about the code etc. She was absolutely superb and sorted everything via emails we exchanged the following day.
But if I hadn't taken the initiative then I wouldn't have received my discount.

 

[Bishopstone]

The pool of the labour market able to comprehend inbound correspondence, quickly, getting to the nub of the complaint*; AND then compose a succint, relevant response, is quite small.

People with such skills can earn more doing jobs other than replying to complaints on an industrial scale for £20k pa. So, instead, you get a computer programme and pro forma responses.

*Many correspondents, 'whilst they are writing', will use the opportunity for a Jackanory of everything that has displeased them about their interactions with the company over the preceding decade.

 

[jon0844]

I'm sure staff are told not to spend much time on each individual letter, so even those who do care will probably still have to use the supplied software that patches together preset/prewritten copy.

 

[JimmyR]

I'm sure staff are told not to spend much time on each individual letter, so even those who do care will probably still have to use the supplied software that patches together preset/prewritten copy.

The below is not specific to VTWC but is probably similar to their working practise.

You have an average hourly target. Typically the company gets paid for each response if outsourced.

Usually you have portfolio of pre-written paragraphs (supplied or written by yourself) that you fill in the blanks, usually the complaints that come through are the same so there's no need to manually write out the same response multiple times to different people.

"Unique" or low volume complaints will usually have a free typed response which must however meet the house style guide.

You do however have to log the complaints so it is getting recorded, sometimes you'll pass it directly onto the manager involved to get a response so you can draft a response to the customer.

 

[AlterEgo]

The below is not specific to VTWC but is probably similar to their working practise.

You have an average hourly target. Typically the company gets paid for each response if outsourced.

Usually you have portfolio of pre-written paragraphs (supplied or written by yourself) that you fill in the blanks, usually the complaints that come through are the same so there's no need to manually write out the same response multiple times to different people.

"Unique" or low volume complaints will usually have a free typed response which must however meet the house style guide.

You do however have to log the complaints so it is getting recorded, sometimes you'll pass it directly onto the manager involved to get a response so you can draft a response to the customer.

I am a former customer relations veteran and that is indeed how it works.