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Vibhav
Hi Ali, Hope you are having a wonderful time I am sure, but certainly not me. I had a flight this evening with Virgin Atlantic from London to Mumbai and then Goa which is apparently rescheduled. As per Jenna and Martin, I have been told that my flights were changed to morning 11.15 flight. Also on request I have been provided with email that was sent to me from customer services on 23rd October which I have never received. I called this morning to ask for PNR number to my evening flight so I could register on Air Suvidha, I was told my flight has already departed and was changed to morning flight without my consent/ confirmation or knowledge. I am extremely gutted to here this, and hope you can imagine how difficult it is to be in the situation where you have planed so much ahead with urgent matters that need to be attended on time as well as the loss that come with it in terms of time and money for Covid certificates etc. I would really recommend if you may take some time to hear the recording while I was speaking to both I mentioned above, they are just so un professional and have no telephone etiquette of simple things like please and thank you. I have begged them to help me and they are just so cold and unsympathetic, not helpful at all. Both of them kept saying its your fault before even sending the email which I never received or listening to my concerns. What kind of service is this you provide? There is no sense of listening or empathy. I kept asking for a solution and the customer agents kept blaming me and saying 'its your fault'. In fact when I got little upset, I did not swear or insult, I was told the phone will be hanged on me, how disrespectful is that and making me literally beg to her. This shows the work culture and your team is not trained on handling situations, these two are bad listeners. Service industry needs a team that is trained on service recovery, dealing with situations , handling complaints and you cannot have team that are using provocative language. Simple steps you need to follow on complain handling could be HEART model ( Hear, empathy, apologise, react , respond ) I am afraid I have gone little dip here, but I am really shocked the way I am treated. Jenna in fact told me that she has other customers waiting that needs attention, making me feel so little. This is just not right. As per Jenna, my flight has already left at 11.15 this morning, which I never confirmed. And when I asked Jenna to confirm if I had a seat on that flight, she said - it does not matter because its left and I did not attend the flight. This makes me think you are hiding something here and making me feel that my flight has left and I have lost money. I have asked numerous time to Jenna, but she says she cannot confirm this. Is this the resolution you provide ? by asking me now to pay extra money for a flight that is available on 27th if I pay extra £185? as the earlier flights are around £900 plus I asked Jenna repeatedly to tell me if there was any other email, calls, text send to me after 23rd Oct email which I did not receive. But she denied to give me any information. I would expect at least a call, text or a second email if I have not responded to you in time. I sincerely did not receive your email you sent on 23rd October. This is extremely bad and owe explanation and solution to this disastrous and shambolic service i received from your organisation. I will be taking this further on all channels and try to get a quick response and solution to this. This is a disaster, and I will appreciate is this can be dealt professionally with some respect and empathy, without quoting "IT's YOUR FAULT". While typing this email, I had a call from Mark ( he was professional and listening ), I personally think he tried his best to explain the matter, however being on the loosing side, I am not happy to pay the difference of £185 for a light, plus extra £65 for Covid certificate and loss of time and things that were suppose to be done in this time. The whole experience is awful and left a bitter taste, specially when I used Travel Up for the first time - NEVER AGAIN, sorry. I will be taking this higher up to all online channels, newsletters including Berkshire Live, consumer rights, airline, citizen advice, civil aviation authority etc. Regards VIBHAV HALDANKAR
3 years ago
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Alice, Customer Support

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