A Qantas WP1's observations on the Virgin Platinum experience

[TonyHancock]

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.

Very easily.

In one lounge I received what I expected. In the other lounge a member of staff went beyond the call of her job to help.

At no stage did the member of staff in the QF lounge ask if he could get me onto an earlier flight, yet the DJ staff did.

The experience in the DJ lounge left me feeling good, the QF experience left me feeling nothing.

That is the problem with customer service you can't break it down into numbers and equations, it is about feelings. It can be quite illogical at times.

 

[Noob]

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!

Good point....I am pretty sure If you gave the VA Platinum help desk a call they would sort it all out for you? The other option is flying all the way with Etihad in First, which would be arguably more comfortable - having your own private suite and all. And you would receive status credits etc.

I agree the MEL lounge being prior to security screening is a bit of a let down.

 

[simongr]

Very easily.

In one lounge I received what I expected. In the other lounge a member of staff went beyond the call of her job to help.

At no stage did the member of staff in the QF lounge ask if he could get me onto an earlier flight, yet the DJ staff did.

The experience in the DJ lounge left me feeling good, the QF experience left me feeling nothing.

That is the problem with customer service you can't break it down into numbers and equations, it is about feelings. It can be quite illogical at times.

I just think that you are being a little unfair. If a QF staffer unprompted asked me whether I wanted an earlier flight I would feel that they were intruding - if however I asked them to make some other changes and they asked "is there anything else we can do?" I would think that was ok. If you didnt even ask them for anything to do with your flights I think it is a little unfair to adversely judge them for not having initiated anything.

As you say though it is hard to break things down to number - for example my trip report on my first DJ included my annoyance with using stairs rather than an aerobridge - a lot of people wouldn't be bothered about that. For me it would be a decision maker between carriers to use.

 

[QF WP]

I just think that you are being a little unfair. If a QF staffer unprompted asked me whether I wanted an earlier flight I would feel that they were intruding - if however I asked them to make some other changes and they asked "is there anything else we can do?" I would think that was ok. If you didnt even ask them for anything to do with your flights I think it is a little unfair to adversely judge them for not having initiated anything.

As you say though it is hard to break things down to number - for example my trip report on my first DJ included my annoyance with using stairs rather than an aerobridge - a lot of people wouldn't be bothered about that. For me it would be a decision maker between carriers to use.

As we say, "to each their own" and I applaud the ability for you to "agree to disagree" simongr and discuss rationally - other members might not have been able to help themselves...

I agree with TonyHancock - I wouldn't feel it was an intrusion - sometimes I may not be thinking clearly enough to see the obvious answer and would welcome the suggestion.

I'm probably in the "a lot of people" group in the situation you pointed out. That wouldn't be a deal breaker to me and certainly, I would expect to have to use stairs from time-to-time.

 

[nlagalle]

At no stage did the member of staff in the QF lounge ask if he could get me onto an earlier flight, yet the DJ staff did.

See I always get asked if I arrive early. Usually along the lines of, would you like to go on an earlier flight..

 

[TonyHancock]

I am probably being a little unfair on QF for the very reasons Simon states. I think the big thing for me was the engagement shown by the DJ staff. It probably helped that she had a lovely smile and manner. She just went out of her way to help me. It would have been easy for her to palm me off by telling me to call up Velocity.

I'm not particularly easy to please but I left the desk in a very good mood. The QF guy didn't really get the chance to help, but he didn't show any engagement either.:-|

 

[maninblack]

My general experience over the past two years (with a few exceptions) is that QF staff, which includes check-in, lounge and on-board, do their job with a reluctant smile and that's about it. On a couple of recent international J flights I have felt like I was on UA or AA, the crews have looked unhappy, tired and dis-interested. Lounge staff pretty much the same. Virgin has been a pleasant surprise, the warmth and effort seem genuine and consistent.

 

[Noob]

See I always get asked if I arrive early. Usually along the lines of, would you like to go on an earlier flight..

I personally wouldn't see being asked this as intrusive on either carrier but different people expect different things from a service offering, and like Lindsay said: each to their own. I would actually appreciate being asked this as it would show the staff care about your comfort and getting you home as quickly as possible.

 

[simongr]

I am probably being a little unfair on QF for the very reasons Simon states. I think the big thing form me was the engagement shown by the DJ staff. It probably helped that she had a lovely smile and manner. She just went out of her way to help me. It would have been easy for her to palm me off by telling me to call up Velocity.

I'm not particularly easy to please but I left the desk in a very god mood. The QF guy didn't really get the chance to help, but he didn't show any engagement either.:-|

Ah I see she was helpful with a lovely smile and he wasn't engaged

My general experience over the past two years (with a few exceptions) is that QF staff, which includes check-in, lounge and on-board, do their job with a reluctant smile and that's about it. On a couple of recent international J flights I have felt like I was on UA or AA, the crews have looked unhappy, tired and dis-interested. Lounge staff pretty much the same. Virgin has been a pleasant surprise, the warmth and effort seem genuine and consistent.

I would say that had been my experience when doing a lot of int'l flights on QF (not A380) but in fact the opposite has been true in my flights domestically on QF in whY and J - I have had generally engaged and friendly crews.

 

[TonyHancock]

Ah I see she was helpful with a lovely smile and he wasn't engaged

You owe me a new iPad! My current iPad is wearing my cappuccino! I did laugh out loud at this. A few people in the bar at PHE seem to suspect my sanity.

 

[simongr]

Just calling it as I see it

 

[TonyHancock]

Just calling it as I see it

I think Mr Freud would have something to say about me!! I suspect it would not be good.

 

[serfty]

Back in the 90's as a top level Gold status flyer, when checking in (no OLCI/QuickCheck back then) frequently I would be simply handed a BP for an earlier flight.

This did not always agree with me¹ and I often would hand the BP back and ask for a seat on the original. I soon learned to watch the keyboard play and if it seemed they were checking earlier flights (one learns the signs) I would pleasantly request they stop and advise I was happy with the flight booked.

¹ Generally a "worse" seat for a start.

 

[simongr]

¹ Generally a "worse" seat for a start.

This is the main reason I don't move to earlier flights - that and to get some food in the lounge.

 

[Virgin Australia]

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.

Hi Esquire,
Great to hear you flying with us, though not so much to hear it was disappointing to you.

While I can't comment on all aspects, here are a few comments.

Cleanliness - Due to tight turnarounds between flights, we aren't always able to perform a full clean (vacuum, etc) at every port. Agree that crumbs on the floor is not what we would like to see either.

Staff - Will pass that feedback on to the team.

Fly Ahead - it does sound like a bit of a mix up there.
How 'Fly Ahead' is meant to work, as per the T&C's:

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.

So in short, if there is a spare seat you can have it. I believe there may be a small amendment coming to this, whereby you can only be moved to a seat in the same "cabin".

F&B - We hear you. Don't have much more to say besides the team are constantly reviewing the on board product.
As for the meal, that doesn't sound good at all. Apologies for serving that up.

These may only be words but we appreciate the feedback as it helps us craft a better product and service for you.

 

[TonyHancock]

Just had the benefit of fly ahead. PHE-PER. Saver ticket moved from the 6:00 PM to the 2:15 PM. Done at the check in desk. Thank you very much DJ, much appreciated. So far it seems Mr Borghetti understands my needs as an FF.

 

[esquire]

Fly Ahead - it does sound like a bit of a mix up there.
How 'Fly Ahead' is meant to work, as per the T&C's:

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.....

.....So in short, if there is a spare seat you can have it. I believe there may be a small amendment coming to this, whereby you can only be moved to a seat in the same "cabin"..

Thanks VA Rep for the prompt response and the clarification. It is appreciated and nice to know VA is listening

So from what you are saying this option is only available in The Lounge - so in a port where there is no VA Lounge then this benefit is not available.

However the post from TonyHandcock after yours it indicates it can be done at check in - even with a saver fare.... and at a non VA Lounge port ? Or is it discretionary?

Nevertheless, I was on a flexi ticket - I expect some level of flexibility when I travel - I am constantly changing return flights - that is why I paid 3 times more for the ticket than the saver fare. Otherwise I could have just paid for a saver fare and paid the difference as well - it would have been cheaper even with the change fee!

I have never had a problem with QF getting on an earlier flight if a seat was available (admittedly my tickets are nearly always flexi-savers).

I'm not trying to argue the point or trying to turn it into a QF v VA comparison - just providing further feedback - these are the sort of things that as a business traveler (including to many to non-capitals) I need to make my travel easier and to continue using VA. Where there is no VA Lounge - it would be great if your check-in kiosks could offer earlier flights for flexis if seats (in the same cabin) were available.

 

[TonyHancock]

Back in the 90's as a top level Gold status flyer, when checking in (no OLCI/QuickCheck back then) frequently I would be simply handed a BP for an earlier flight.

This did not always agree with me¹ and I often would hand the BP back and ask for a seat on the original. I soon learned to watch the keyboard play and if it seemed they were checking earlier flights (one learns the signs) I would pleasantly request they stop and advise I was happy with the flight booked.

¹ Generally a "worse" seat for a start.

This is the main reason I don't move to earlier flights - that and to get some food in the lounge.

Yep a seat further away from my preferred row is a risk. It is nice to be asked though. There are times when it is better to get an earlier flight. My colleague's wife's birthday was a good reason today!!

 

[JohnK]

See I always get asked if I arrive early. Usually along the lines of, would you like to go on an earlier flight..

And as QF Platinum commuting SYD-BNE for the past 3 1/2 years I cannot remember where I have been offered an earlier flight or asked if I wanted an earlier flight where they were not already flow forwarding passengers due to perceived delays mainly caused by bad weather.

I have asked to go on earlier flight if possible and most of time the request is refused due to el-cheapo tickets but have had better luck in the past 6 months.

I don't fly often enough with VA but since status matching to VA Platinum I have been offered an earlier flight at Brisbane check-in without asking.

To me though being able to get on an earlier isn't the most important thing of the commuting experience and I wouldn't choose carrier because of it either.

 

[straitman]

To me though being able to get on an earlier isn't the most important thing of the commuting experience and I wouldn't choose carrier because of it either.

Agreed. On time performance is much more important and as long as we travel on different flights to JohnK we should be OK there also.