What a fiasco. I have been travelling with Virgin Atlantic for more than 20 years, regularly flying to the US. I have always recommended Virgin, and have found it to be generally superior to its rivals, until now.
I received an email advising me of my new Flying Club number. That evening, I phoned Flying Club to book a flight to New York, when the operator advised me to update my account with the new number. I wasted more than 30 minutes trying to register my new number, and it then transpired that its new website does not work.
“Oh yes,” said the operator.“We are having some problems with addresses, it should be fixed within a week.” Can you believe it? My wife and I are now locked out of our accounts and cannot make any bookings online – we have to phone, with an inevitably lengthy wait.
Surely Virgin should test its website before sending members new details to update their accounts, and asking them to re-register? As for the operator, he really did not care at all – and suggested we tried logging in again in a couple of days. What a way to run an airline. Jon Debson, UK
VIRGIN ATLANTIC REPLIES:
We’d like to apologise to Mr Debson for any inconvenience caused when logging in to his Flying Club account. We have recently refreshed our website and also our Flying Club programme and are aware of a few initial issues that our teams are working hard to resolve. We’d like to thank Mr Debson for his patience.