Are we ready for a Name & Shame file?

[clipped_wings]

We all know a FA or Virgin staff member who really went above and beyond to make a difference to our flight - OR the ones who still may need some training. NO FULL NAMES people....

I'm starting with my own experience:

VA SYD-LAX 3 October 2018

David C - you were an impeccable CSM to Mr Clipped and I. You actually remembered us from 2015 & 2016 and recounted our trip details with such clarity - a very impressive observation. I was saddened to hear you were about to leave us for the Hong Kong route. You were such an amazing asset to the Virgin Australia brand and I hope our paths cross again soon. THANK YOU!

 

[Matt_01]

Why restrict to VA. I had a QF CSM who looked after MrsM, MissM and myself SYD-PVG in Jan. On boarding AKL-MEL a few month later, the same CSM asked MrsM and myself "you're not travelling with your daughter" it took me a while to work out it was the same CSM from the CN trip. During the AKL-MEL flight the CSM also asked what we thought of Harbin it surprised me that she remembered our final destination in CN.

 

[Hvr]

Why restrict to VA.

Because there is already a Qantas thread

Bouquets for the FAs

I'm starting a thread to nominate AFF's favourite QF FAs. I nominate: Lauren, a blonde FA who is based in ADL and who I often see in Y on the ADL - SYD and vv flights. She always does a fantastic job and keeps on smiling. CSM Peter Allan CSM Philip (don't know surname), also based in ADL.

www.australianfrequentflyer.com.au

 

[Cruiser Elite]

If you are contemplating posting here I hope you sent off feedback to the respective airlines where Crew Members work

 

[AIRwin]

Here is the link:

Complaints and compliments form | Virgin Australia

Contact our Guest Contact Centre or leave a complaint or compliment relating to a Virgin Australia flight.

www.virginaustralia.com

 

[clipped_wings]

If you are contemplating posting here I hope you sent off feedback to the respective airlines where Crew Members work

Oh that was the first thing I did. And David actually replied with a very courteous "thank you".

The downside of those official complaints and compliments links is, they are almost exclusive to the people within VA who monitor them. At least on AFF, there are literally thousands of members and guests who can share their experience and nominate the VA staff who made it good or bad?

 

[theblank]

We all know a FA or Virgin staff member who really went above and beyond to make a difference to our flight - OR the ones who still may need some training. NO FULL NAMES people....

no, dont shame anyone by naming them publically, not even first names or anything to allude to their identity. This modern preoccupation for people to shame others, particulary on social media is very disturbing, especially when on the other hand so many get all uptight about not being considerate of others mental troubles.

give feedback on poor service through the appropriate channels. For the most part, these people are humans, and need their jobs.

 

[clipped_wings]

Agreed that maybe the thread name should be changed to reflect positive experiences only or no names at all. Mods?

However, @theblank - don't make my post politically incorrect. Relating poor customer service isn't a wicked and vitriolic pastime for frequent flyers here. This isn't facebook or twitter. We're not anonymous trolls. We know each other. Many of us have met in person. And there are thousands of posts in every single thread on AFF that sometimes canvas negative moments. Sometimes due to staff. We may not know them personally, but what is more damaging to their state of mental health: A kick up the bum here - or a negative letter to VA with possible ramifications? What's the difference if we aren't using their first or last name?

The day we are too paranoid to share or identify poor service here, for fear of being labelled - is more disturbing to me, than having a whinge about a lacklustre flight or a coughpy representative of that flight.

Now, back to my original agenda. Poor daughter came down with a dreadful gastric virus hours before her SYD-LAX flight a few weeks ago. My (literally) 11th hour call to VA was met with compassion and generosity. They not only rescheduled her points redemption flight for a few days later, but waived all cancellation fees and wished her a speedy recovery. I never got the name of the gentleman assisting me to cancel her flight that was departing in 3 hours - but I am very grateful to whoever was manning the phone line on October 20.

 

[Pushka]

Agreed that maybe the thread name should be changed to reflect positive experiences only or no names at all. Mods?

However, @theblank - don't make my post politically incorrect. Relating poor customer service isn't a wicked and vitriolic pastime for frequent flyers here. This isn't facebook or twitter. We're not anonymous trolls. We know each other. Many of us have met in person. And there are thousands of posts in every single thread on AFF that sometimes canvas negative moments. Sometimes due to staff. We may not know them personally, but what is more damaging to their state of mental health: A kick up the bum here - or a negative letter to VA with possible ramifications? What's the difference if we aren't using their first or last name?

The day we are too paranoid to share or identify poor service here, for fear of being labelled - is more disturbing to me, than having a whinge about a lacklustre flight or a coughpy representative of that flight.

Now, back to my original agenda. Poor daughter came down with a dreadful gastric virus hours before her SYD-LAX flight a few weeks ago. My (literally) 11th hour call to VA was met with compassion and generosity. They not only rescheduled her points redemption flight for a few days later, but waived all cancellation fees and wished her a speedy recovery. I never got the name of the gentleman assisting me to cancel her flight that was departing in 3 hours - but I am very grateful to whoever was manning the phone line on October 20.

I think we need to be careful about individually identifying people on public forums where there has been a less than acceptable performance. Name and Shame seems much too public. And anyone can have a rotten day, bad headache etc etc that impacts on performance. However certainly a more general comment about a poor experience is very much acceptable.

 

[clipped_wings]

I think we need to be careful about individually identifying people on public forums where there has been a less than acceptable performance. Name and Shame seems much too public. And anyone can have a rotten day, bad headache etc etc that impacts on performance. However certainly a more general comment about a poor experience is very much acceptable.

I'd change the heading if I could. Pity the Bouquets for the FA's title was already taken

 

[jb747]

Interesting. Naming or shaming whilst hiding behind an anonymous user name.... Perhaps if the user is prepared to name themselves...

 

[clipped_wings]

For the love of God, this was never meant as a vehicle to condone bullish behaviour! I've already suggested to Mods that we change the title to recognize positive experience. I've posted 2 accounts of wonderful people from VA. Yet so far, most comments assume I am seeking some sort of anonymous gratuity by publicly slanging Virgin staff members. Thanks for nothing.

Let the first person here who has NEVER whinged about a trip, a FA, replied with a provocative or sublimely sarcastic remark to another person's post OR offered their view in a way that could be interpreted as negative...…..PLEASE step forward and accept my sincere apologies. I am nought for all, so I'll sit here alone at the back.

And FWIW - my name is Lyn Woods.

 

[clipped_wings]

And, in the true spirit of practising what I preach - I'm going to take that negative feedback from the wiser handles here and channel it into something more constructive by suggesting to Mods that we change the thread to Name and Fame.

Even old Clipped Wings knows when her cough has been handed to her.

 

[Pushka]

For the love of God, this was never meant as a vehicle to condone bullish behaviour! I've already suggested to Mods that we change the title to recognize positive experience. I've posted 2 accounts of wonderful people from VA. Yet so far, most comments assume I am seeking some sort of anonymous gratuity by publicly slanging Virgin staff members. Thanks for nothing.

Let the first person here who has NEVER whinged about a trip, a FA, replied with a provocative or sublimely sarcastic remark to another person's post OR offered their view in a way that could be interpreted as negative...…..PLEASE step forward and accept my sincere apologies. I am nought for all, so I'll sit here alone at the back.

And FWIW - my name is Lyn Woods.

Oh don’t worry. I sometimes whinge about Qantas performance. And Emirates. Qatar. And so on.
We just need to get that title changed because as you wrote in your first post you weren’t shaming but wrote of a very positive experience.

 

[Buzzard]

Agreed that maybe the thread name should be changed to reflect positive experiences only or no names at all. Mods?

However, @theblank - don't make my post politically incorrect. Relating poor customer service isn't a wicked and vitriolic pastime for frequent flyers here. This isn't facebook or twitter. We're not anonymous trolls. We know each other. Many of us have met in person. And there are thousands of posts in every single thread on AFF that sometimes canvas negative moments. Sometimes due to staff. We may not know them personally, but what is more damaging to their state of mental health: A kick up the bum here - or a negative letter to VA with possible ramifications? What's the difference if we aren't using their first or last name?

The day we are too paranoid to share or identify poor service here, for fear of being labelled - is more disturbing to me, than having a whinge about a lacklustre flight or a coughpy representative of that flight.

Now, back to my original agenda. Poor daughter came down with a dreadful gastric virus hours before her SYD-LAX flight a few weeks ago. My (literally) 11th hour call to VA was met with compassion and generosity. They not only rescheduled her points redemption flight for a few days later, but waived all cancellation fees and wished her a speedy recovery. I never got the name of the gentleman assisting me to cancel her flight that was departing in 3 hours - but I am very grateful to whoever was manning the phone line on October 20.

A vastly different experience to that of my daughter with VA when a couple of years ago her then 3 & 5 year old daughters caught/had gastro. Mum, dad and 2 kids cost quite a bit to change flights.