Grandpa +65
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Virgin America Reservation Changeover Creates Bumpy Ride
A week after Virgin America switched to a new reservations system, some customers say they still can't book, change or cancel flights online and that the airline's phones are jammed with callers. Since Oct. 28, when the tech-savvy airline took down its website for the transition, online reservations have gone haywire. Frustrated travelers have flooded Virgin with calls to its customer-service hotline and complaints to its Twitter account. Mark Islam of Los Angeles tweeted Friday: "@VirginAmerica's system upgrade is a disaster. Have lost HOURS on hold at 877FLYVIRGIN. Their email's down too. A 21st century company?" Hundreds of others on Twitter complained of being unable to book, change or cancel flights and of "pandemonium" at check-in counters. Hakjoon Kang of Los Angeles tweeted Friday morning: "@VirginAmerica upgrade of your systems was a big #fail." The Burlingame, Calif.-based airline defended itself Friday, saying problems are confined to its website and operations have been smooth, with no major delays or cancellations because of the new system. In preparation for its transition from a simpler reservations system to Sabre, one of the industry standards, Virgin cut 40% of its flights last weekend and warned passengers its website would be down for 12 to 24 hours.
Source: The Wall Street Journal, Nov. 5
A week after Virgin America switched to a new reservations system, some customers say they still can't book, change or cancel flights online and that the airline's phones are jammed with callers. Since Oct. 28, when the tech-savvy airline took down its website for the transition, online reservations have gone haywire. Frustrated travelers have flooded Virgin with calls to its customer-service hotline and complaints to its Twitter account. Mark Islam of Los Angeles tweeted Friday: "@VirginAmerica's system upgrade is a disaster. Have lost HOURS on hold at 877FLYVIRGIN. Their email's down too. A 21st century company?" Hundreds of others on Twitter complained of being unable to book, change or cancel flights and of "pandemonium" at check-in counters. Hakjoon Kang of Los Angeles tweeted Friday morning: "@VirginAmerica upgrade of your systems was a big #fail." The Burlingame, Calif.-based airline defended itself Friday, saying problems are confined to its website and operations have been smooth, with no major delays or cancellations because of the new system. In preparation for its transition from a simpler reservations system to Sabre, one of the industry standards, Virgin cut 40% of its flights last weekend and warned passengers its website would be down for 12 to 24 hours.
Source: The Wall Street Journal, Nov. 5
