LOCKED OUT

Business Traveller (Asia-Pacific) - - INBOX -

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.

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