Newest Review: ... to say the least and immediately put a downer on the holiday. I immediately contacted your representative at the resort, and after so... more
Poor Call Centre
Member Name: DavidL78
Advantages: Knoweldgeable staff
Disadvantages: No after care, sales not service
I have recently booked a holiday through the Virgin Cruises call centre and it turned out to be a less than satisfactory experience. I telephoned the sales department, who I must say were very helpful, knowledgeable staff, friendly and efficient. After some conferring with my partner and calls going backwards and forwards, we decided on a Hawaiian cruise and booked a package costing just over £3000. I closed the call by asking for an e-mail confirmation to be sent to my e-mail address something i consider to be a simple request - oh no! This is where the service stopped! After giving the agent a reasonable amount of time to respond 2 days and still no e-mail, I called the same agent on the direct line that he had given me to request the e-mail be sent, he seemed shocked that I had not received the e-mail and promised to send it to me immediately, it did not arrive! I then rang again on a Sunday and was told this time that my booking had gone to "after sales" and they don't work on Sunday! They could not access it. On the Monday I rang and spoke to somebody else who also said that they would e-mail the agent I originally spoke to and he would send it - still nothing. After three times of requesting this simple e-mail verbally I thought I would e-mail, I sent an e-mail requesting it, and received and automated reply to say it would be dealt with within 48 hours, I also gave other feedback about their website not having a booking facility and the virgin atlantic website not allowing me to add my air miles. I received a reply 48 hours after via e-mail saying that they would credit my air miles and thanking me for feedback on their website, but guess what - No confirmation e-mail or itinerary! I replied to the e-mail again asking for the e-mail to be sent, and once again I received the standard e-mail response in 48 hours somebody will reply. This time the 48 hour period lapsed and I did not even receive a reply. I send another e-mail asking for it to be sent, by this time I have made this simple request 3 times verbally and a further 3 in writing! After 24 hours nothing so I telephoned, this time somebody in after sales department who was clearly embarrassed by my experience and it arrived very shortly afterwards. Incidentally my air miles were never credited. I rang Virgin Atlantic who were very helpful and did this for me and they were credited to my account on line. I also asked Virgin cruises for my reference numbers for the cruise, hotels and airlines so I could manage them myself. All in all do NOT be fooled by the initial good customer service of the sales agents, once they have your money, the service goes straight down hill! I have not even been on holiday yet, I am only glad I got confirmation numbers from virgin so I can do their job and deal with the suppliers direct.
Summary: Great sales staff until they have your money then down hill!!!
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