I don't know what it is about me that attracts poor customer service. I try to be pleasant enough. I wait on hold and I make people laugh. Yet I'm still waiting on a Nevada Power refund that's two months old. And now my exciting time on Virgin America is being clouded with frustration.
I had so much trouble booking my flight, I had to call customer service. I had error message after error message that prevented me from booking once I had selected my flight and my seat. That was weeks ago. This morning I tried to check in, and got two different error messages. I tried 8 times to both check in and log in to my Elite account. It didn't work. I called customer service and the woman was abrupt and rude. She didn't offer to help me troubleshoot, and honestly I don't know if there was anything she could do. Still, I was not prepared for her to tell me to just check in at the airport.
So I wrote a letter. I had to shorten it for their character allotment:
I tried to check into my flight this morning, and received two different error messages. I first tried to check in through a link sent to me via email. That resulted in an error message saying I had been gone too long and that my session had expired. I then tried to check in on your website. I tried more than five times and received an error message each time. I then called customer service, and was not offered any help. The woman told me to check in at the airport.I had the same problem with error messages in booking my flight. I called customer service and was helped.I'm frustrated with your website and affronted by the customer service I received. The call did not last more than a minute. I was able to get through to a person quickly though, and I do appreciate that. I don't know if the woman on the phone was training, or if she did not have web experience. I don't even know if there was anything she could do. I felt rushed and as if I did not get the proper attention.
I have high expectations from Virgin America. First of all, I'm now a local. They're based here and I was hoping to get the most out of their rewards program. More importantly, I flew Virgin Atlantic years ago and loved it. I raved about it for years after and always said I couldn't wait to fly Virgin again. I was excited when Virgin America started, and even more excited when I actually had a reason to take one of their flights.
This flight better be good.
