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Virgin America Airlines – what a disaster!


This AM I got to experience the pain of trying a new airline that does not have their act together.  Let’s document the facts:

1 – Tried to print boarding pass last night in NY, did not work (ERROR)

2 – Called the VA customer service line (20 minute hold)

3 – Spoke with customer service rep who told me to log off elite account and try and just log in with confirm number

4 – Still not able to print boarding pass, asked to have it faxed (NO Can Do – they don’t do that!)

5 – Asked about advance notification since I needed to leave for airport 2+ hours ahead — They no can do that either

6 – Left for airport at 5 AM for a 7:30 flight

7 – Swiped credit card but did not work at kiosk

8 – Put in Res Number and got boarding pass

9 – Went to go to gate and told flight was canceled

10 – Stood in line, and finally asked for supervisor

11 – No supervisor available (note this is a FC Ticket)  

12 – Insisted they get a supervisor when the person at the counter could not offer any solutions

13 – Called travel agent and secured FC res on AA

14 – Supervisor finally came and said they could book coach or Jet Blue.  I indicated this was not acceptable – that I had a seat on the next AA from my travel agent.  Told "Virgin’s FC is not up to the standards of other airlines"

15 – Made them aware I was not happy, that they should expect me to blog and mention this at the conference I’m speaking at (Media & Tech in LA)

16 – AA Flight to LAX got me here.

WARNING:  VIRGIN AMERICA AIRLINES IS NOT GOOD.  THEY ARE NOT WELL STAFFED, THEY HAVE LIMITED NUMBER OF PLANES, THEY DO NOT HAVE SUPERVISORS ON STAFF TO HANDLE PROBLEMS, AND THEY HAVE NOT EMPOWERED MANAGERS TO HANDLE OR AUTHORIZE SOLUTIONS. 

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