The Virgin travel offshore call centre cocked up our holiday of a lifetime (up to now) booking a few years ago. It was a package self drive LA-Vegas-Sanfrancisco trip but they managed to book the flights to arrive and depart from LA but we had to drop the car off at SF the day before the flight and had no hotel for the last night. We didn’t find out until the tickets came a couple of weeks before departure.
I rang the call centre straight away, and there best advice was to drive to the airport (heathrow from birmingham) a couple of days before and they SHOULD be able to change the flights.
And that’s the problem with offshore call centres, the perspective is completely out of whack, they can’t understand why we give a crap about internet or phones and don’t see a problem with having to travel 200 miles on the offchance that someone could sort out a problem for us.
But not all are bad, Three are better than they used to be, and all the people there are clever people, they just struggle to relate in general I think.
First direct are spectacularly good though. Completely recommended.