Virgin America: Had cancel*change one leg of around trip but im...
A Virgin America customer review by GetHuman user ~FrenchMartini from November 24th, 2017
Background on ~FrenchMartini's case
GetHuman: ~FrenchMartini - can you tell our other Virgin America customers when your case took place?
~FrenchMartini: Yup. It was morning, on November 14th.
GetHuman: Did you reach out to Virgin America, and if so, how?
GetHuman: And which of these common Virgin America customer issues best describes the reason you wanted to talk to them?
(Shows ~FrenchMartini a list of common Virgin America problems)
~FrenchMartini: "Baggage problem" was why I was trying to call.
~FrenchMartini's review of Virgin America customer service
GetHuman: So how would you sum up your experience for GetHuman's Virgin America customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
~FrenchMartini: Had cancel*change one leg of around trip but immediately used the credit to cover majority of another one way ticket, plus $*** change fee. I paid the extra amount. All was easy to self serve. However, I immediately saw that I had a commitment at the time the flight left, so I needed to change this to the next flight. On other airlines, I've been able to do this as long as within ** mins of booking without paying another change fee. So, I called and was told I have to pay another $*** fee. Agent said she is sorry but there is nothing SHE could do, giving me a hint to escalate which she gladly did and her supervisor made the change without paying the additional change fee. I appreciate the *st agent, tactfully giving me guidance for resolution.
GetHuman: Let's quantify your experience contacting Virgin America. On a scale of 1 to 5, how easy is it go get help on a Virgin America problem?
~FrenchMartini: I'd give them a four out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
~FrenchMartini: I'd give them a five out of five on communication.
GetHuman: And what about Virgin America's ability to quickly and effectively address your problem?
~FrenchMartini: For that I would say five out of five.
GetHuman: And finally- any advice for other Virgin America customers?
~FrenchMartini: Call them early in the day or late. Don't forget any personal or account information you might need for Virgin America to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from ~FrenchMartini taken from his Virgin America customer service problem that occurred on November 14th, 2017.