Extremely rude f and b person at Melbourne lounge

[MarkD]

MEL lounge an absolute zoo today 1600 absolutely no seating and no tables getting cleared, sure there were a couple of flight cancellations so hey cough happens. What happened next is inexcusable, so they had a stainless steel dish at MEL Lounge this afternoon, in it was some small whiting sized battered fish. I see the dish is turned the wrong way, there is nobody to serve the fish so assume they have just placed it the wrong way. I lift the lid and select two small pieces of fish. Next minute i hear someone yelling and screaming at me, whilst running towards me “ you do not help yourself to that. Just dont help yourself, thats why its tuened that way”. My immediate respone was dont be such a rude prick and put up a sign or something as everything else is help yourself. FFS it was just a fish bite. Anyway. Venting because this guy was a complete nob, he should probably do some training in customer relations and how to speak civilly to people. Very sour taste left in my mouth, im unwell, tired and then to have this little upstart turd abuse me as a paying customer. I have never seen such rudeness or arrogance in my life. I will be making a complaint to virgin about their arrogant contractor however just a word of warning. You will get abused for taking a small bite of fish. What a serious cough

 

[Matt_01]

Agree I am still in the lounge. It is a zoo and was the same last week. The fish average.

 

[Guvner]

MEL lounge an absolute zoo today 1600 absolutely no seating and no tables getting cleared, sure there were a couple of flight cancellations so hey **** happens. What happened next is inexcusable, so they had a stainless steel dish at MEL Lounge this afternoon, in it was some small whiting sized battered fish. I see the dish is turned the wrong way, there is nobody to serve the fish so assume they have just placed it the wrong way. I lift the lid and select two small pieces of fish. Next minute i hear someone yelling and screaming at me, whilst running towards me “ you do not help yourself to that. Just dont help yourself, thats why its tuened that way”. My immediate respone was dont be such a rude prick and put up a sign or something as everything else is help yourself. FFS it was just a fish bite. Anyway. Venting because this guy was a complete nob, he should probably do some training in customer relations and how to speak civilly to people. Very sour taste left in my mouth, im unwell, tired and then to have this little upstart turd abuse me as a paying customer. I have never seen such rudeness or arrogance in my life. I will be making a complaint to virgin about their arrogant contractor however just a word of warning. You will get abused for taking a small bite of fish. What a serious cough

Put your story on Virgin's Facebook page. You'll get a quick response I'm sure.

 

[MarkD]

Nah, its not virgin yhat is the issue its the attitude of their contractor. When stuff goes on facebook the weirdos who dont know how these things work get on the band wagon.
I undeestand that the caterer represents virgin, however this is a fairly closed group who understands how it works. Facebook is full of people who are just looking for something to explode about... yeah yeah, i know i vented here but this is a specific like minded group

 

[Must...Fly!]

Time to give away more free gold/platinum memberships then!

Write in, give feedback, its the only way.

 

[GSP]

Did you get to keep (eat) your fish...and how did you go with condiments?

 

[flying_duck]

Similar at the coffee pod in BNE a few weeks ago. Went to grab a takeaway cup and was given the same verbal abuse. No one else has ever had an issue with it. and it wasn't busy, so they can't claim to be stressed.

Lots of good apples out there, it's a shame the sour ones ruin it.

 

[Saab34]

Lounge staff are all via a contract company correct?

 

[Ausbt]

VA should be kicking all those arrivals-access 60 min over-stayers out of the lounge! VA, here's an idea: a white stick-on lapel label with time of entry listed in texta. Nothing fishy about this idea at all

 

[andyhui01]

I've been in that boat but got stopped nicely as I was about to reach over.

I don't understand why we can't help ourselves to the Fish. I thought it was rationing but when I asked for 2, no questions were asked.

There is a character in the MEL lounge though, this 20ish brunette with a European accent and glasses. Quite entertaining and normally gets upset if you don't give her the drinks order all at once and she has to walk back again.

 

[Mattg]

Does anyone know the actual reason you can't help yourself to the fish? There's always been someone there to serve it for you on my VA lounge visits.

 

[JohnK]

I've been in that boat but got stopped nicely as I was about to reach over.

I don't understand why we can't help ourselves to the Fish. I thought it was rationing but when I asked for 2, no questions were asked.

I suspect it is rationing as asking for 2 pieces of fish is reasonable but anything more isn't.

Used to have similar issues in old QF BNE business lounge with the pulled pork rolls and chicken wings/drumsticks.

 

[MarkD]

Did you get to keep (eat) your fish...and how did you go with condiments

Funny you should ask. The wombat took the two pieces off my plate and then put them on another plate and handed them back. What a jerk

 

[Tassieoptom]

Funny you should ask. The wombat took the two pieces off my plate and then put them on another plate and handed them back. What a jerk

Really? Took them off you, then re-plated, and gave it back? Seriously? WTF? Maybe he had the dishwashing contract and was looking for more work.

 

[Bolthead]

Lounge staff are all via a contract company correct?

Not sure if all lounges are contract but most are with 'Spotless'. Except of course for the staff behind the desks who are VA employees.

 

[AviatorInsight]

Lounge staff are all via a contract company correct?

SYD, ADL, MEL and BNE are all permanent VA staff. All other ports are contractors.

 

[Must...Fly!]

SYD, ADL, MEL and BNE are all permanent VA staff. All other ports are contractors.

For clarity, that would be the guest services side - catering staff are external. Other lounge guest services are staffed by the ground handler at that airport.

 

[CPMaverick]

VA should be kicking all those arrivals-access 60 min over-stayers out of the lounge! VA, here's an idea: a white stick-on lapel label with time of entry listed in texta. Nothing fishy about this idea at all

I question how many people this would actually affect. Who wants to linger in a packed lounge on arrival, longer than they need for a quick snack, shower, etc? I wouldn't. I doubt it would be worth everyone having to wear a timestamp.

 

[andyhui01]

I question how many people this would actually affect. Who wants to linger in a packed lounge on arrival, longer than they need for a quick snack, shower, etc? I wouldn't. I doubt it would be worth everyone having to wear a timestamp.

Only time I linger is landing from PER at 5am. Shower, have coffee, breakfast, read the news until it is time to leave for the office.

I notice a number of J pax do the same as I am often not the only one that walks in after the flight.

 

[Renato1]

The chap reprimanded you because you were lacking in the ability to read the mind of a person who was not present. That is unacceptable.

These would have been my actions
Find the manager, get his or her name, bring him or her to the fish plate - ask him or her where the sign is that clients are not to touch the fish?

When the answer is that there is none, ask why it is their policy that his or her staff can then treat you in the offensive matter that you were treated.

Then either get a resolution (e.g. staff will be counselled, a sign will be put up) or write to the company asking why they employ such poor management and lousy staff.

A similar thing happened to me at a BWS liquor shop about four years ago, where they had a tray of spirits and shot glasses, saying it was for testing. When I tried to test, a chap came over saying no, it had to be served by him, then jokingly told other customers I was being cheeky, and they all laughed.
Whereupon I went and re read the sign, went to the counter where I asked the older chap if was in charge, he said yes, then turned to the other guy who had reprimanded me and asked him in tense mode
"Where is the sign that says I am not to serve myself?"
He said "It is over there next to the bottles"
I said " No it isn't, come over and show me exactly where is says it"
He wouldn't and said "It was obvious that it meant that".
I said, "Where is the sign that says I am not to touch it?"
He didn't like the pressure, the older chap intervened and said he was sorry about what had happened, and that there would be a sign there the next day.
Never saw that younger chap there again.
Regards,
Renato