A Qantas WP1's observations on the Virgin Platinum experience

[maninblack]

We are twins Warks, I totally agree.

Totally agree too, currently 6-2 to Virgin since the status match and as of next week will be 8-2. QF have just done me no favors at all over recent years despite the very substantial amount of business I have given them and to be frank I was a bit bored of the same same sameness of the whole QF operation. Nevertheless I needed an incentive and the Platinum Status match was it. I am sure many here are the same.

Part of the benefit of flying with Virgin is being part of an interesting experience, watching a LCC grow into a full service airline. Talking to the staff who are genuine and eager and don't seem to dislike their management. Giving the airline feedback on what they are doing, frankly many of us here have plenty of pointers for them. Watching the check-in agent stuff up my priority baggage tag and just knowing it was going to fall off made me smile, watching them do it right on the return leg and seeing my bag come off first made me smile too.

So far I am liking it.

 

[777]

Never happened here either and I've flown a lot!

Ok.. FFS.. I totally need to take that back...

Just happened tonight. Seated in 3c and bumped up on board to 2c with complete PE service - first time in about 150 flights. I assume this is a coincidence but if it isn't I'd appreciate it happening again.

 

[Noob]

I agree there is a element of watching Virgin grow, and I think it is enhanced by the fact the staff are so willing to take on feedback.

Thanks to all the WPs posting their experiences!

 

[medhead]

Ok.. FFS.. I totally need to take that back...

Just happened tonight. Seated in 3c and bumped up on board to 2c with complete PE service - first time in about 150 flights. I assume this is a coincidence but if it isn't I'd appreciate it happening again.

Good result. I have hope.....


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.

 

[TonyHancock]

Yesterday I had a QF 73H flight, in J, from BNE-MEL, and then later in the day a DJ flight in J on a new or refurbished 737.

QF

The lounge staff barely noticed me, a nod as I walked into the QP. Staff at the J lounge service desk provided, on request, a towel so that I could have a shower. The Lounge chap was courteous without being friendly or chatty.

Boarding was standard QF - a scrum at the gate with no policing. Absolutely hopeless.

The flight left a few minutes late and onboard staff were, again, courteous and professional. The seats were comfortable, I was offered a newspaper and the meal was a hot breakfast of eggs and bacon with spicy beans.

The flight arrived a few minutes late.

All in all the experience was OK.

DJ

The Lounge staff were exceptional. I had a number of changes to my travel that needed attention and the delightful lounge angel sorted everything out for me and then asked if she could look at earlier flights for me. I didn't take up the offer because I needed to catch up with a few things. I was made to feel that my comfort and schedule was important and I found it very positive.

Priority Boarding - worked perfectly again!

The 737 had the posh new business seats which were surprisingly comfortable. Food was the usual sandwich/wrap/pie etc. Sitting in 1D I could hear the FA's quite clearly and the concern was how many "flexis" were on board. the answer was forty "something". This was my first experience of DJ where I have seen a lack of interest from staff, but I certainly got the feeling the FA's would be please when the flight was over. Interestingly my jacked was collected and hung up.....although then forgotten, and was not returned until after we had landed and reached the gate....and I had asked!!!!

We arrived early....but then couldn't get a gate!

The result

Lounge/Lounge Staff a big win for DJ thanks to the wonderful lounge angels
Boarding - a win for DJ
Aircraft - a win for DJ but only just
FA's - a win for QF (I'm surprised too!)
Food - a big win for QF

Overall DJ win by a nose.

I was on a DJ 330 SYD to PER later, in J, and boy oh boy DJ provide a good hard product and exceptional, by anyone's standards, service. Despite the age of the aircraft and narrowness of the seats, I will take this over QF any day. The food was good, loved the amenities kit, and was made to feel that my business was valued.

 

[JohnK]

It probably doesn't matter much in coach as they don't give you anything useful anyway.

I would say that depends on the individual's definition of "useful".

I was grateful for the sandwich and drink on the LAX-DCA red-eye. I am also grateful for the soft drink on the rest of the AA flights in economy.

A whole lot more than what most airlines in Australia provide complimentary in economy....

 

[esquire]

Had a rather disappointing service on DJ yesterday (OOL-SYD).

Positive: the new 737 was very nice.

Negatives: the new 737 clearly had not been cleaned for a while - the floor and seat (row 4) was covered in food and there were 2 other boarding passes in the seat pocket from earlier in the day (8 hours earlier...).

Staff appeared really disinterested (in fact taking photos on their phones on the tarmac of themselves whilst waiting to board)

QF style "priority boarding" was called which resulted in a scrum to the front

Was booked on a flexi - So much for the platinum "fly ahead benefit" - "that's only if you are on the same booking class" - $60 please to change to an earlier flight

Flexi meal - I know it has been raised here before but DJ - when are you going to get that I DONT WANT A BEER OR WINE OR JUICE at 4pm but want a soft drink? - yes you can pay for that! Makes absolutely no sense. I wasn't the only one asking for a softdrink and getting annoyed.

Flexi meal - The wrap (which I don't think has ever changed since it was introduced) - was so BAD it was inedible- it was just within expiry - but soggy with almost black lettuce.

On exiting the plane - the two crew at the front had their back turned to the passengers having a chat :shock:


Now I have only done a few DJ flights since being platinum matched - and the first three were ok - although all were delayed.... but this one left a bad taste in the mouth (pun also intended!). It appears DJ were trying really hard yesterday to give me the worst in order for me to compare them with the up and downs of QF.

 

[serfty]

...
Now I have only done a few DJ flights since being platinum matched - and the first three were ok - although all were delayed.... but this one left a bad taste in the mouth (pun also intended!). It appears DJ were trying really hard yesterday to give me the worst in order for me to compare them with the up and downs of QF.

Maybe you should PM the VA rep pointing this thread out and supplying further detail.:idea:

They seem to be very pro-active.

 

[djfuzz]

Was booked on a flexi - So much for the platinum "fly ahead benefit" - "that's only if you are on the same booking class" - $60 please to change to an earlier flight

Can you please clarify this - did they mean to say that economy was sold out so there were no seats available on the earlier flight(s)? That I could understand. But if it's a fare bucket thing I would be mighty confused. I've been able to use Fly Ahead on Saver fares even where no Saver tickets were available to purchase for the earlier flight.

Flexi meal - I know it has been raised here before but DJ - when are you going to get that I DONT WANT A BEER OR WINE OR JUICE at 4pm but want a soft drink? - yes you can pay for that! Makes absolutely no sense. I wasn't the only one asking for a softdrink and getting annoyed.

Flexi meal - The wrap (which I don't think has ever changed since it was introduced) - was so BAD it was inedible- it was just within expiry - but soggy with almost black lettuce.

No arguments there - the only domestic carrier on which I've ever had an edible Y meal was Bangkok Airways. Does seem odd that soft drinks are not inclusive - I don't touch the stuff personally, but can understand why you'd be miffed when beer and wine are available.

 

[serfty]

Can you please clarify this - did they mean to say that economy was sold out so there were no seats available on the earlier flight(s)? That I could understand. But if it's a fare bucket thing I would be mighty confused. I've been able to use Fly Ahead on Saver fares even where no Saver tickets were available to purchase for the earlier flight.
...

Hmm, methinks a Lounge agent needs retraining: (Terms & Conditions | Velocity Frequent Flyer)

Fly Ahead
12.1 In the event that a Gold or Platinum Member, who has been ticketed for a domestic Virgin Australia flight, arrives at the Virgin Australia lounge in time to be carried on an earlier Virgin Australia domestic flight with available seating to the same destination, you are entitled to make a request that you and an accompanying guest be carried on that earlier flight (Fly Ahead).
12.2 The request for Fly Ahead must be made to a Virgin Australia staff member at the Virgin Australia lounge. Fulfilment of your request is not guaranteed and is subject to the following conditions:

12.2.1 the accompanying guest must hold a fully paid reserved seat to the same domestic destination;
12.2.2 the Fly Ahead flight selection is made at least 30 minutes before departure while the flight is still open for check-in and the member and guest only carry hand luggage and agree no meal is guaranteed; and
12.2.3 there are available seats on the eligible Fly Ahead flight and no guests are displaced.

​

Absolutely no mention of booking class, just "available seats". Given the "$60 please to change to an earlier flight" indicates there were indeed seats available.

 

[esquire]

I was advised that there were "a few flexi seats still available on the earlier flight" but not for the same flexi price I paid for it...assume this is the fare bucket thing..

It wasn't worth arguing (time was running out) so I ended up paying for the difference over the phone rather than the check in counter .... I was also advised over the phone that this "fly ahead benefit" can be done at no charge in The Lounge at OOL ....(which of course is still a construction site!)

I don't know if I did something wrong here or if we all got confused - which I do have a habit of doing to people :-|


At least in the end I got on the earlier flight, even if the wallet was that lilttle bit lighter....!

 

[medhead]

My impression is that fly ahead is only a benefit available in the lounge. So over the phone I would expect to be treated as any other change to a ticket - fare difference and any applicable fees to be paid.


Sent from my iPhone using Aust Freq Fly app so please excuse the lack of links.

 

[777]

12.2 The request for Fly Ahead must be made to a Virgin Australia staff member at the Virgin Australia lounge

I think that would mean it was operating as advertised and is not available ex OOL ... for now.

 

[DGW]

My impression is that fly ahead is only a benefit available in the lounge. So over the phone I would expect to be treated as any other change to a ticket - fare difference and any applicable fees to be paid.

I had this experience a couple of weeks ago. You can change to an earlier flight in The Lounge at no cost (provided there are seats available) but obviously there is a possibility that by the time you get to The Lounge there may not be seats available. If you want to secure a seat ahead of time you have to do it over the phone and pay the fare difference. This is where I find the Flight Availability functionality on Flightstats useful.

Sent from my GT-I9100 using AustFreqFly

 

[simongr]

QF

The lounge staff barely noticed me, a nod as I walked into the QP. Staff at the J lounge service desk provided, on request, a towel so that I could have a shower. The Lounge chap was courteous without being friendly or chatty.

DJ

The Lounge staff were exceptional. I had a number of changes to my travel that needed attention and the delightful lounge angel sorted everything out for me and then asked if she could look at earlier flights for me. I didn't take up the offer because I needed to catch up with a few things. I was made to feel that my comfort and schedule was important and I found it very positive.
The result

Lounge/Lounge Staff a big win for DJ thanks to the wonderful lounge angels
Boarding - a win for DJ
Aircraft - a win for DJ but only just
FA's - a win for QF (I'm surprised too!)
Food - a big win for QF

Overall DJ win by a nose.

How can you compare the two lounge experiences? In one lounge all you needed was entry and a towel - which you got. In the other you needed lots of help with changes - again which you got. Both delivered to your requirements.

 

[serfty]

I was advised that there were "a few flexi seats still available on the earlier flight" but not for the same flexi price I paid for it...assume this is the fare bucket thing..

It wasn't worth arguing (time was running out) so I ended up paying for the difference over the phone rather than the check in counter .... I was also advised over the phone that this "fly ahead benefit" can be done at no charge in The Lounge at OOL ....(which of course is still a construction site!) ...

Presumably you called. Did you try at all at the check-in counter at OOL? There are reports this still can be done even though the new T&C don't indicate it.

My impression is that fly ahead is only a benefit available in the lounge. So over the phone I would expect to be treated as any other change to a ticket - fare difference and any applicable fees to be paid. ...

I think that would mean it was operating as advertised and is not available ex OOL ... for now.

Maybe at the check-in counter. Certainly not over the telephone to "reservations".

 

[bossreggie]

I have only flown VA 5 times and am yet to have a poor experience. I have had a rogue aircraft flying PE once and a fellow member assisted in me getting a travel voucher.

Over the next few weeks I shall be trying J SYD-PER return and 4 other J/PE shorter sectors. I still don't fully understand the status credits and points but I am sure that will come.

It is fair to say that I love QANTAS, however I am not one eyed in my support. As I am totally self funded...... I will fly with whomever looks after me the best!

If VA ever fly to Europe I'd defo give them a go!

 

[Noob]

If VA ever fly to Europe I'd defo give them a go!

VA fly to Abu Dhabi on their own aircraft (777-300ER) where they then codeshare with Etihad Airways to almost every major european city. So one stop flights from Australia to most European cities!

Have you tried the new Melbourne lounge yet?

 

[bossreggie]

VA fly to Abu Dhabi on their own aircraft (777-300ER) where they then codeshare with Etihad Airways to almost every major european city. So one stop flights from Australia to most European cities!

Have you tried the new Melbourne lounge yet?

Hey Noob.

I'm not sure how to book MEL - LHR with VA. I only like to sit in row 1 and if I bought a J ticket then I would prefer F from AUH - LHR.

Yes I have tried MEL and BNE VA Lounges. I don't like that MEL is prior to Security but the BNE was fine.

Staff very helpful....... But they are in CL too!

 

[QF WP]

Presumably you called. Did you try at all at the check-in counter at OOL? There are reports this still can be done even though the new T&C don't indicate it.

I was able to avail myself of the Fly Ahead when checking in (with bag) at SYD last week. I didn't realise it was a benefit only afforded at The Lounge with no check-in bags. Didn't faze the CSA, nor did she question or comment that it couldn't be done - tap tap tap, you're on the 6.30am now Mr Wilson, here's your BP. I hadn't check-in online onto the later flight (7am) before hitting the airport.