My letter to Virgin. Based on my horrible, horrible experience:
20th October 2010
To Virgin Atlantic:
Following my call to Virgin Atlantic Customer Service around 11:30pm tonight, I would like to log a formal complaint against an employee at your call centre called Michelle. I assume she is based out of a centre in or around India. Not only was she completely disrespectful, almost abusive, during our telephone conversation implying (explicitly) that she was doing me a favour by taking my call, but she also hung up on me when I asked to speak to her supervisor. I am outraged! It is my understanding that it has become popular amongst businesses to outsource services like call centres, but really some level of decency must be maintained.
I am completely dismayed and feel shaken by the event. When I booked this ticket I went out of my way to select Virgin, knowing that although I was paying a higher cost I was also getting a better service. After realising I booked the incorrect date for my return trip I immediately called the FreePhone/Toll Free number and received not help, but a tirade. Is this how Virgin is training its staff? To yell at customers? Shocking!
I would like to request that a formal investigation is launched and that this employee Michelle is terminated, or at the very least severely reprimanded and retrained. Michelle represented the Virgin brand very poorly, indeed, and I will think twice about booking with Virgin again lest I have to deal with someone like her; as a flight attendant her negligence could be lethal.
Still my incorrect ticket remains unchanged and I am hesitant to call your FreePhone/Toll Free number again. Who would want to go back for a second round of abuse? No customer should have to take such treatment! Absolutely horrific. An abomination for the company and its stockholders. I just can't believe it. This is not the Virgin I have come to know and love.
In the interest of full disclosure I am sending a copy of this letter to Trading Standards and the Office of Fair Trading. Other people must be protected from this type of indecency.