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Several months ago, my wife and I had to book separate flights using our own points.
We had LHR – MIA going out Premium and back UC
We fly out Sept 2nd at 12.30.
All Good, so far….
Today, I decided to use the Chat function to see how many points (and tax) were needed to upgrade that outward from Premium to UC.
After 30 minutes of intermittent agent comment, I was offered £279 in tax and 25,000 points.
The agent was unable to upgrade my wifes account as my wife needed to do it (GRRRR)
So, I opened a new browser window and started the chat “in my wifes name”.
My agent sent me the payment link and I paid.
I was then greeted by the agent on my wifes account who confirmed the upgrade was possible – but for £30 less than MY agent, and 25,000 points.
I asked for the payment link.
I just happened to refresh MY booking – to find the agent had moved me from the 12.30pm flight to the 9.50am one (GRRRR 2)
So, I opened yet another chat and went thru all of the hassle to reach an agent.
Meanwhile, I had to pay for my wifes (cheaper) upgrade.
10 minutes later, my new Agent changed me back to the 12.30pm flight.
WHY is it so difficult to TRAIN STAFF so they are competent?
And I haven’t the willpower to chase why our taxes were £30 different for exactly the same transactions.
Calling up for this is generally a better idea. Takes very little time to do, and you get friendly service. I suspect that your issue here is that the agents are in two different locations, and are running from different PoS pricing books (to account for F/X).
Had you originally booked together by calling up, or previously had called up to link your PNRs, you would likely have been able to do this as yourself.
In short: in future, call. It’s a much better experience.
agree re calling, in my experience VS staff are helpful and friendly and not the usual call centre nightmare, I know its not the modern way to dial up, but definitely best with Virgin. Oh and you can be a nominated user of your wifes’s account if she gives permission and sets up a password, again by calling in!
Quick call and ask for your wife and you to be third party nominees on one another’s accounts. Did it very recently!
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