DJ exceptional business service....

[malmacdowall]

We travelled from Mel to OOL on Friday nights 830pm flight.

As a surprise, I had upgraded Mrs Mac and myself to business class (thanks 1/2 price upgrades). However, the 3 junior burgers were in economy. Master 15, Ms 13 and Ms 11.

as we boarded we were treated warmly and shown to our seats. mrs Mac kept looking back to check if the Jnrs were ok back in row 22. The forward FA asked if we were ok and we explained that Ms 11 was a little worried. She said she would let the boys down the back know and they'd keep an eye out for them.

After takeoff the cabin supervisor, Brendan, said he would also make sure everyone was ok and again checked on them.

Once the snack service was over, Brendan ( who BTW must be the friendliest and funniest DJ supervisor), wandered back and chatted to them for nearly 1/2 an hour.

After we landed, we waited for the kids and they'd all had a great flight. Brendan and Angellina? ( I feel bad to have forgotten her name as she was a real star), both said goodbye to our kids, by name and wished them all the best in, the upcoming France trip etc that they had spoken to each of them about.

In the terminal we checked why the kids hadn't eaten anything, only to find they had been given large toblerones, biscuits, drinks... Anything they wanted and much more... And hadn't been charged a cent.....

1st class service DJ...... Well done and and excellent crew effort led by Brendan.... He's a star.....

 

[oz74]

Always nice to hear of people getting good service. I really think that JB will do a good job with DJ.

 

[Deleted member 29185]

Great story. I too have found DJ to be excellent at looking after my family when we travel. When you fly regularly for business, it becomes very mundane (for me anyway), but traveling with the family makes it fun. I love the looks of sheer excitement on the kids faces when they fly (I do also remember when flying use to thrill me too) and those chocolates would have made it just that bit more special for them. Let's hope we hear more good news stories like this one.

 

[dfcatch]

Great story. I hope you submitted feedback to VA.

Top staff like this should be acknowledged and encouraged.

 

[malmacdowall]

Great story. I hope you submitted feedback to VA.

Top staff like this should be acknowledged and encouraged.

Would love to share the feedback with VA. Where's the best spot to do it?

 

[malmacdowall]

When you fly regularly for business, it becomes very mundane (for me anyway), but traveling with the family makes it fun. I love the looks of sheer excitement on the kids faces when they fly (I do also remember when flying use to thrill me too) and those chocolates would have made it just that bit more special for them. .

Well put.... Totally agree ... All the air miles and hours of travel get pretty mundane but the joy of taking the family is a special one. When they get to use the magical place called "the lounge" or get priority boarding, it's a "benefit" that I really value because it makes them feel special... That's the experience that keeps me loyal...

 

[markis10]

Would love to share the feedback with VA. Where's the best spot to do it?

Try here:

http://www.virginaustralia.com/au/en/help/contact-us/feedback/

 

[malmacdowall]

Try here:

http://www.virginaustralia.com/au/en/help/contact-us/feedback/

Thanks Markis10, have sent the feedback and will see if they give me feedback.. On the feedback...

 

[Fruitcake]

Thanks Markis10, have sent the feedback and will see if they give me feedback.. On the feedback...

In my experience, they do. But it will take almost all of the 21 days they reserve to do so!

 

[maninblack]

I am pleased the OP had a good experience. The staff are friendly but that's about where it all ends. My most recent flights were again deficient in most aspects of service especially the whole seat/entertainment/power/food fiasco. Back to QF for a while until Virgin work out this mess. (or don't)

 

[airtraveladdict]

Glad to hear you had a great experiece Mac, Virgin staff are fantastic like that, domestic and international. They seem to love their job, they are allowed to be "human", its not a robotic service.

JB and the team should be proud of the Virgin staff.

 

[TonyHancock]

MEL-NTL-MEL in J this week. Once again exceptional service. No priority boarding lane at NTL but the gate crew called J and status passengers and enforced it.

Trish. the cabin supervisor, on NTL-MEL was excellent.

 

[simongr]

I think it is great that they spent time with the kids and they enjoyed the flight - I personally though think it isnt right for the crew to selectively elect to give some pax snacks which other shave to pay (quite a premium) for. Sorry to be a grinch.

 

[muppet]

I think it is great that they spent time with the kids and they enjoyed the flight - I personally though think it isnt right for the crew to selectively elect to give some pax snacks which other shave to pay (quite a premium) for. Sorry to be a grinch.

Agreed simongr - plus they probably billed in to the business class cost centre meaning J will look less profitable/more costly.
m

 

[malmacdowall]

I think it is great that they spent time with the kids and they enjoyed the flight - I personally though think it isnt right for the crew to selectively elect to give some pax snacks which other shave to pay (quite a premium) for. Sorry to be a grinch.

Did you miss out on chocolate?

So simongr and muppet, What's your feeling on other complimentary items?
I assume you don't believe anyone should get anything complimentary?

Hopefully your not a gold or platinum status as there are a number of complimentary things provided that others pay for.... Complimentary; lounge access, upgrades, guaranteed availability for family holidays etc....

Ah well... Back to Tiger for you both.... Everyone pays the same ....

 

[muppet]

Did you miss out on chocolate?

So simongr and muppet, What's your feeling on other complimentary items?
I assume you don't believe anyone should get anything complimentary?

Hopefully your not a gold or platinum status as there are a number of complimentary things provided that others pay for.... Complimentary; lounge access, upgrades, guaranteed availability for family holidays etc....

Ah well... Back to Tiger for you both.... Everyone pays the same ....

You make a good point malmacdowall.
However Virgin Australia operates a hybrid model.

Saver fare travellers = pay as you go.
Flexi fare travellers = limited meal inclusion, baggage inclusion
Business fare travellers = full meal offering, and... not overtly advertised ... options off the Y pay as you go menu.

Business is new to DJ and on some routes is not heavily occupied (or if it is, it's not high yield - ie. H and Q class). If cabin crew keep billing little items they all add up to the product cost. DJ would have a team of accountants working on this! ... however that's nothing compared to where it can lead, letting Y pax sit in J to be nice? People have to pay for J, it's expensive space/product to operate. Giving someone who paid $65 for an F fare a $5 chocolate is just increasing the loss of the seat.

...... now that i've written that, I dunno what my point was. But you're right, I get things for free.
m

 

[simongr]

Did you miss out on chocolate?

So simongr and muppet, What's your feeling on other complimentary items?
I assume you don't believe anyone should get anything complimentary?

Hopefully your not a gold or platinum status as there are a number of complimentary things provided that others pay for.... Complimentary; lounge access, upgrades, guaranteed availability for family holidays etc....

Well I don't believe that someone buying the same ticket under the same fare conditions should get something for free when someone else pays for the same thing.

Could you clarify who is paying for the complimentary lounge access with my WP status - my understanding was that it was based on the SCs I earned whilst flying - if I owe someone some cash for for my lounge access - let me know who they are and I will sort them out quick sharp.

 

[oz_mark]

I think it is great that they spent time with the kids and they enjoyed the flight - I personally though think it isnt right for the crew to selectively elect to give some pax snacks which other shave to pay (quite a premium) for. Sorry to be a grinch.

I've witnessed some get snacks on the house. The two people sitting next to me on a flight from Perth got something to munch on with their coffees (with compliments), while I just got the coffee. Not too sure of how that worked, but there you go.

 

[TonyHancock]

I've witnessed some get snacks on the house. The two people sitting next to me on a flight from Perth got something to munch on with their coffees (with compliments), while I just got the coffee. Not too sure of how that worked, but there you go.

DJ/VA really need to fix up the whole Flexi/Saver/Complimentary thing. It does let them down.

 

[Deleted member 29185]

For heavens sake. Aren't we talking about a few chocolates given to some kids? Full marks for to the DJ staff for doing so!

As for giving away freebies, I've been offered newspapers whilst traveling on a saver. Is that too devaluing the product? I've been given row 3 with extra leg room on a saver. Is that too devaluing the product? We're regularly now offered ife (when it's available) on a saver. Is that devaluing the product?

We've also heard reports of crew taking chocolates and likes off the plane. I'd prefer they give them to kids (let's face it, it also helps keep them amused and QUIET during the flight) rather than take them home to their mates. Also, didn't airlines used to give away lollies to suck, to the pax who were experiencing blocked and painful ears? Really, these are conveniences which really show an airlines forward thinking and planing. It's an overhead I'm sure the accountants can manage......just like those extra newspapers aboard.