This complaint is due to the lack of information provided to a member of the velocity program if they are offered a promotion by one of their partners.
My husband and i fly religiously every weekend due to work commitments and always fly Virgin. I was offered a Explore Gold card. In 2015 as a family we were advised to pool if we didnt fly that much. 2017 bought new positions which require us to fly every weekend. On receiving this promotion, it informed me i would need to fly certain amount a routes to maintain gold. No where does it state if you are pooling, you will need to cancelling so you can participate in this program. It actually doesnt mention anything about this. It simple states you need 80 status credits which is 4 return or 1 business return etc. When booking another flight this morning i have realised it still states i need 80 status credits. I phoned customer relations who said sorry but i am a supervisor and this is as high as your complaint can go and we cant do anything about this and it is EXPECTED our members are aware of these conditions. EXPECTED?? and NOTHING we can do and sorry but our partner offered this promotion. This is not how you speak to customers and no result. I asked to speak to a manager and be told no im the highest is disgusting service. Normally i speak very highly of virgin compared to its competitors but this has really dented this rapport.