A Big thank you to VA!

[ozjuice]

I would like to share my recent experience with Virgin Australia and thank them for their amazing efforts and assistance in what could have been a much more difficult & stressful day.
We had a flight from BNE to CNS booked on Friday at 9.40AM. Knowing it was possibly a 2 hour drive with traffic on the Bruce Highway we set off at 5.50AM knowing we had lounge access and can get a coffee and breakfast at our leisure.
However…..fate had it that there was a rather nasty accident and the highway was backed up for miles….and miles. Time was ticking by at a rapid rate but we were going nowhere.
Knowing I hadn’t even made the Gateway motorway and seeing the sheer delays ahead at 8.30AM I decided to call VA and see what we could do. My flight was a flexi but my wife was a saver fare.
I managed to move my flight to 1.30PM but had to pay for a new flight for the saver fare. To be fair, what else could they do? Anyway it was the best option I had. The whole CS call and assistance was exceptional considering the circumstances.
Anyway……just as the stress of missing the flight faded knowing I had plan B in place, the traffic started moving. Once past the crash site it flew and I got to the terminal and parked up in record time.
Boarding was 9.10AM for a 9.40AM flight. It was 9.10AM and I was dragging our suitcase to the terminal knowing I had plan B but could make Plan A.
Finally reached the VA desk and was greeted by 4 gorgeous and friendly VA staff who all jumped to our assistance when I said “That’s my flight”! OK…well it was my flight….but I cancelled it.
One of the ladies rushed us to the check-in….gathered all my info, reversed my Plan B booking in full and got our bag through to the plane. Not only did she re-instate both original tickets but she also placed a note on the newly booked ticket requesting the ability to get it refunded.
We rushed to the gate….got on the plane and was in the air in what seemed like minutes.
Amazing assistance and amazing service all round. Really made me grateful for VA and being a loyal flyer with them.
This is not in any way a dig at any other airline as I have no idea if the same would have happened….but this was really appreciated and has won not only our future business but will be highly recommended to all our friends and colleagues.

 

[Quickstatus]

Well done VA!

 

[TomVexille]

And that's a great service story. They probably would have been well within their rights to just say "flight closed"

 

[Quickstatus]

The VA "love" has been bestowed on us before under similar circumstances.

I think so long as you ring before your flight closes you should be at greater chance of getting some "love"
However turning up late and saying you were stuck in traffic might not engender much sympathy.

 

[ozjuice]

Baring in mind that my initial phone call was to the main CS Line to put plan B in place because i was convinced i was missing my flight. Arriving at BNE before the flight took off was completely unforseen and they did everything they could to quickly reverse the situation for us after i explained my situation. Yes they could have easily said "No" and i almost expected it. However, they really did do everything they could to help us.

 

[juliusg]

I also had a great experience, this time Sydney to Auckland on Australia Day. I needed to get to the chemist prior and of course they opened late. Called VA (Platinum line) and they put a note on the booking to say I was running late. At checkin they said the flight was closed but if I had carry-on (I did) then OK! This was T-minus 40 minutes. Made the flight!

 

[Major]

When they are good they are really good. They have helped me before when I stuffed up and I was very grateful.

 

[SuzieQ68]

Thanks for the share and kudos to VA.....

 

[bluenics]

Sounds like you work for VA PR.