Virgin America has been positioning itself as the nerd’s choice of airlines, but a recent website redesign is seriously damaging its techie cred.Percolate co-founder James Gross, a Virgin America fan, found himself locked out of the site last week: Virgin America had forgotten his user name. He was able to log in using his account number, he told Betabeat, but none of his flight history was visible and his credits were gone.
“I called them but I was on hold for like, 20 minutes, so I just hung up,” Mr. Gross said. “I don’t like to complain about travel on Twitter because I feel like too many people do it, but I don’t know how to get in touch with Virgin America.”
So far, Virgin hasn’t responded to Mr. Gross.
“Due to our recent switch to a new reservations platform, we’re experiencing issues with our website and longer than usual hold times at our Call Center. Some guests may encounter errors while making flight changes and completing other processes online,” Virgin America advises on its website.
The change happened on October 28, reports The Wall Street Journal, and Virgin’s customer service call centers have been severely backed up since then.
We reached out to Virgin America and will update with a response.