Survey

[-The-True-North-]

17 minutes ago, Swells1 said:

Sent my email. Wish me luck. 🤞🏻

Should really used the chat. Or call.

 

Emails goes unanswered.

[Swells1]

Just now, -The-True-North- said:

Should really used the chat. Or call.

 

Emails goes unanswered.

We’ll, dang. If I don’t hear back by COB Monday, I’ll try it. 

[ceilidh1]

I sent an email and got a reply back next day to call them. I then sent it over chat and got an email next day asking for voyage # and access key info. They applied the survey loot the following day!

[qq830821]

is this survey targeted? i dont think ive received any email form VV re the survey....

[Gretchendz]

It was a targeted survey. No idea what criteria they used to select.

 

For those of you who completed the survey but want it applied to a booking that had already been made, ask your TA to call it in. In fact, your TA should have gotten an email saying you completed the survey.

 

The wording on the initial email was vague, so it appears they are applying the $200 to those who call in and request it.   

[lisabucsfan1]

I received my email and it's now pretty explicit. Given the restrictions to new cruises that have to be booked by the end of this year for sailing by the end of next year and how high the prices are for fares right now, I doubt I will use it.

To thank you for recently completing our Sailor Survey powered by IntelliSurvey, you've scored $200 in onboard credit for the next new voyage you book.
Terms and Conditions: This is non-transferable and is subject to availability and to the terms and conditions provided.
1. Offer Details. These terms and conditions detail Virgin Voyages’ $200 Sailor Loot benefit.
1.1. Virgin Voyages will provide an onboard credit (i.e., “Sailor Loot” in our branding voice) of $200 USD per cabin on all new voyages purchased before midnight EST following December 31, 2023 for open cabins on an eligible voyage as outlined in Section 3.
2. Restrictions/Exclusions. The $200 Sailor Loot is subject to the following restrictions and exclusions.
2.1.  Subject to this Section 2, the $200 Sailor Loot is combinable with most Virgin Voyages’ current public promotions, Affinity Circles, and Tour Operator Rates.  The $200 Sailor Loot is not combinable with Contracted Circle Programs, Casino Rates/Program, Interline Rates, other Reduced Rate programs, My Next Virgin Voyage offers, or any other previous offers.
2.2. Travel Agents (or “First Mates” in our branding voice) do not earn commission on the Sailor Loot value given to Sailors for the $200 Sailor Loot.
3. Eligibility
3.1.  Eligible Voyages: Offers are eligible on the following non-charter, open, revenue voyages, as modified in section 3.2:
Ships: Starting with voyages departing on or after October 1, 2023 - December 31, 2024 on Scarlet, Valiant, and Resilient Lady.
3.2 Excluded: Any full-ship accommodation voyages (i.e., charter voyages), Mer-Maiden Voyages, and contractual Circles are excluded from the offer.
We reserve the right to modify these offers at any time.

[Lalaworld]

I too ,received an email to complete a survey and get $200 obc on your next sailing.I received an email with my access code to receive $200 obc for "your next NEW sailing".What???????? NEW SAILING !!!!! That was never stipulated in the original email!!! .Virgin marketing needs to fix their verbage.I feel it is a deceptive tactic to bait you in with obc and then change it. Be upfront and say obc to be used on your next new sailing,new booking.Virgin needs to fix their deceptive emails.

[neverendingcruising]

I think that’s what @lisabucsfan1 literally just stated, the email has been updated to be more clear. Many/most in this thread have had success receiving the credit on existing bookings by contacting Virgin. 
 

Now, how do I get this survey?? 

[_tacocat_]

3 minutes ago, neverendingcruising said:

the email has been updated to be more clear.

I think she said that the email with the access code had the clarified terms, but the initial survey invite emails said off of your next voyage - that's where it seems deceptive!

[-The-True-North-]

The problem was that they send 2 different emails.

 

The first, a generic please complete the survey and get $200 of loot "on your next sailing". No terms, no conditions, no context.

 

The second, after you complete the survey, you get an email with an access code that has all the facts, T&Cs and now are told is new booking.

 

They need to reverse the templates so that the T&Cs are connected with a survey, and that the access code just says to be used for your next booking (again adding the T&Cs).

[neverendingcruising]

Ah, my mistake. Either way, at least they seem to be making good on it if you contact them. 

[Lalaworld]

8 minutes ago, neverendingcruising said:

I think that’s what @lisabucsfan1 literally just stated, the email has been updated to be more clear. Many/most in this thread have had success receiving the credit on existing bookings by contacting Virgin. 
 

Now, how do I get this survey?? 

The survey is a random survey Virgin sends out to customers.Not something you can request.It is not the same as the survey sent out after a cruise,surveying service.

The rules lisabucsfan1 listed are the rules you receive with the access code to be used when you book a new cruuise,in order to get your obc for taking the survey.Yessss.I have reached out to Virgin and expressed my concerns and am waiting for a response.

 

[Lalaworld]

5 minutes ago, -The-True-North- said:

The problem was that they send 2 different emails.

 

The first, a generic please complete the survey and get $200 of loot "on your next sailing". No terms, no conditions, no context.

 

The second, after you complete the survey, you get an email with an access code that has all the facts, T&Cs and now are told is new booking.

 

They need to reverse the templates so that the T&Cs are connected with a survey, and that the access code just says to be used for your next booking (again adding the T&Cs).

EXACTLY !!!!!! thats the scenario.I read it and found it beneficial to complete the survey since I have a Virgin cruise in January 2024.Well,I was surprised,when the $200 obc didnt qualify for that cruise.

[-The-True-North-]

3 minutes ago, Lalaworld said:

EXACTLY !!!!!! thats the scenario.I read it and found it beneficial to complete the survey since I have a Virgin cruise in January 2024.Well,I was surprised,when the $200 obc didnt qualify for that cruise.

Either follow up via call or chat. Email is not a priority.

 

I made a templated response you can fill out for a chat. It has a 100% success rate so far.

 

I wrote an email, waited 3 weeks.... Nada.

 

Used the chat and my template, and had my credit it less then 10 minutes. 9 minutes of waiting, then within 1 minute of being connected.

Edited October 23, 2023 by -The-True-North-

[Gretchendz]

4 hours ago, Lalaworld said:

EXACTLY !!!!!! thats the scenario.I read it and found it beneficial to complete the survey since I have a Virgin cruise in January 2024.Well,I was surprised,when the $200 obc didnt qualify for that cruise.

 

Have your TA call and request it for you.

[lisabucsfan1]

@-The-True-North- I just took your advice and used the chat function to reach out to sailor services. I copied your note with a few minor changes for my personal style (ha!). Probably not entirely necessary, but certainly didn't hurt!

She was as nice as could be and looks like I will get the $200 loot applied to my NYE sail. 🤞 at least!

[Swells1]

1 hour ago, lisabucsfan1 said:

@-The-True-North- I just took your advice and used the chat function to reach out to sailor services. I copied your note with a few minor changes for my personal style (ha!). Probably not entirely necessary, but certainly didn't hurt!

She was as nice as could be and looks like I will get the $200 loot applied to my NYE sail. 🤞 at least!

I got a similar message last night, but haven’t gotten any follow-up. 

[lisabucsfan1]

4 minutes ago, Swells1 said:

I got a similar message last night, but haven’t gotten any follow-up. 

 

I'm not expecting it to happen overnight... but I'll ping them again in a week or two if I haven't heard anything back.

[Swells1]

Just now, lisabucsfan1 said:

 

I'm not expecting it to happen overnight... but I'll ping them again in a week or two if I haven't heard anything back.

Let us know when/ if you do hear back. I will do the same. 

[Russiamomm]

Just to let everyone know that it appears they’re getting tired of hearing these complaints.  I was just able to add the $200 loot to our December sailing via chat on the website.  Just provided the reservation number and Access Key.  It was added immediately and already shows in my account.  Took less than five minutes after I got to an actual agent instead of the bot.

[-The-True-North-]

1 hour ago, Russiamomm said:

Just to let everyone know that it appears they’re getting tired of hearing these complaints.  I was just able to add the $200 loot to our December sailing via chat on the website.  Just provided the reservation number and Access Key.  It was added immediately and already shows in my account.  Took less than five minutes after I got to an actual agent instead of the bot.

Understandable, but when VV constantly messes up, they are the ones making more work for themselves cleaning it up.

 

All of this could have been avoided, if their email was clear, provided T&C.

 

Glad you got it though.

[Sabbi39]

Call sailor services 954-488-2955.  The customer service rep was very nice.  She told me they received a updated email regarding the survey, Gave her access key information and applied $200.00 OBC.  Our cruise is for December 2023!  

However the second cabin we booked did not receive a request for a survey 😔

 

[Lalaworld]

thank you !!! I sent them an email a few days ago and received a response they are looking into my matter.If i dont receive a response or a favorable one I will contact Sailor Services.Thanks for the optimistic info.Sounds like there is hope of a resolution.

[Swells1]

I got the email saying the OBC will be added to my existing reservation, but I can't find it on my account. Should I be concerned or just take the information with me when I board?

[scubagal44]

I completed the survey in early Oct with the original wording ("your next voyage") and received the access key last week with the new wording ("your next new voyage").  As I was on Scarlet at the time I didn't feel like dealing with it, but today I emailed my TA and asked if she could get the Loot applied to my next, already existing reservation in February.  Literally 5 minutes later it showed up for me in the app, so moral of the story is to have your TA handle it if you used one. 😄