Virgin airport staff not permitted to rebook missed flight?

[ben95]

I missed my flight yesterday due to an accident on the M80 ring road. By the time I got to the gate it’s already closed and the AC already have its aerobridge disconnected.

Went to the lounge and the service desk staff were very friendly but they were unable to help - insisted I had to call up reservation to rebook. Ended up paying for the change free and the fare difference which is fair enough.

Is this new? It’s unlike the procedure I had with any other airline (Jetstar/Rex/many overseas) where the airport agent at the service counter would happily take my money and rebook me. I thought generally speaking airport service staff has the highest level of permission to deal with any issue that may arise once the customer is at the airport which is why it’s a bit surprising the lounge staff had to fob me off to the call centre.

 

[Bagpuss]

As friend of mine works for Virgin Airport ground staff at one of the major airports. I asked this question recently. It's down to the staff and is at their discretion.

Simply if you are nice to them you'll get rebooked free of charge. If you're not you're bound to the T&C's of your ticket. Though there could be other factors at play.

 

[ben95]

It's down to the staff and is at their discretion.

Yeah not expecting anything for free but even if they had to charge me a why couldn’t the airport staff do it at the counter like every other airline?

The staff at the lounge was nice and friendly, I was PT, she addressed me by last name and even double checked with her supervisor sitting next to her whether she could do a rebook. The supervisor said (paraphrasing) technically the policy is a forfeiture of fare but since you are platinum the call centre might be able to take care of you but you’d have to call them to find out.

 

[Bagpuss]

Yeah not expecting anything for free but even if they had to charge me a why couldn’t the airport staff do it at the counter like every other airline?

I recall many years ago, after a last minute cancellation passengers were told to go back to the check-in counters but if you were platinum to call the call centre.

It maybe a case where they think the platinum call center can assist you better.

 

[TheInsider]

No actual ticketing people at the airport.
Staff 'could' just move you in their system, but it's a breach of the fare rules and staff are getting into trouble from doing it, so they are now referring back to somone with that visibility of the actual ticket.