Wednesday, 30 April 2014

How not to respond to a customer suggestion ...

Did Virgin actually read my suggestion? ... (hint: read from the bottom)

Membership number: 2101*****2

Dear Mr Maclean

Thank you for taking the time to contact us about your feedback.

I understand you may be disappointed and on behalf of Velocity Frequent Flyer, please accept my sincerest apologies.

Receiving feedback from our members ultimately helps us to improve our program and we appreciate you taking the time to provide us with your feedback.

For further information about Velocity Frequent Flyer or your own account, please visit our website: or call the Membership Contact Centre on the number below.

Yours sincerely

Shanne Mcman
Velocity Frequent Flyer
Velocity Membership Contact Centre:
Australia - 131 875
New Zealand - 0800 230 875
Everywhere else - +61 2 8667 5924
(Monday to Friday from 8am to 8pm - Sydney time)
This message is being sent to you in response to an enquiry you addressed to Velocity Frequent Flyer, and is being sent by Velocity Rewards Pty Ltd ABN 98 116 089 448 of PO BOX 1034 Spring Hill 4004.

Original Message:
Subject : RED - 2101*****2 - Suggestion - Other
From ID : 8650013783
Name Surname : QMAN SYDNEY
From Email : info@velocityfrequentflyer.comDate : 2014-04-15 13:49:54.0
Submitted on: 15 Apr 2014 - 13:49
First Name: Alan
Last Name: MacLean
Email Address: Phone: 0419504588
Velocity Member: Yes
Velocity Number: 2101*****2
Velocity Tier: R
Type of Feedback: Suggestion
Relating To: Other
Reference Number: Not Entered

Summary: Lounge access

Message: Hi. I am a Lounge member, and have been for some years, at an annual cost of $400 . 

My suggestion is that you give Lounge members access to the priority check-in queue at the general check-in area. 

I'm pretty sure I can use the AirNZ priority check-in queue when flying with them, by virtue of my Virgin Lounge membership, so it seems inconsistent that I cannot have the same when flying Virgin.

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