This week a number of members accuse Virgin Australia of blatant misleading advertising after a member was refused a glass of wine on a recent flight. This member chose to fly Virgin on the back of a high-profile campaign promoting the free food and drink now available on all Virgin flights. In the advertisements, a Virgin flyer receives a full meal accompanied by a choice of wine. But in reality, complimentary wine is only served during a very limited time frame, and not even every day. Unsurprisingly this means our member missed out, leaving them feeling cheated.
Some members are particularly angry about the advertising campaign which they consider to be dishonest and misleading. These members opine that anyone watching the ad would be left with the impression that wine and a meal will be served on all Virgin flights. In actual fact, complimentary wine (and soft drinks) is served only on flights departing between 5pm and 7pm, Monday to Friday. That’s just ten hours per week, meaning the vast majority of Virgin passengers miss out entirely. But some members have even reported being refused a drink during this small window.
Other members point out that free food and beverages are indeed served on all flights, as advertised. Tea, coffee, juice or water is available on all flights – but not wine, as shown in the advertisements.
By many accounts, the new food service is also failing to meet expectations. Our member felt equally disappointed with the tiny bag of nuts served in place of a meal on their flight.
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