Cancelled Syd-Mel flight and a few Qs

[featheast]

Friday yesterday I had a return flight with Virgin Australia from Melbourne to Sydney, morning out evening back. Business class, and booked with Amex travel using platinum card benefits to enjoy the discount.

Flight out at 8am was awesome, on time, nice service, heaps of seats in the lounge, 10/10.

Flight back supposed to be 6.30pm, while on the Airport Link train from CBD checked my mobile boarding pass, it was gone missing. I sensed something not quite right, then checked flight status, noticed at least 4 SYD-MEL cancelled, and huge delay to others.

With carry on only, I arrived at Syd, passed security, went straight into the lounge, there was already a long line at the service desk inside the lounge with only one staff (who is professional and helpful) helping out god knows how many people waiting in the line one by one. Eventually after 30m plus wait, I was given a economy downgrade as there is no more biz seats available the whole night. A comment to Sydney lounge is I can barely find a place to stand, let alone sit and enjoy some food. The only hot food I noticed is curry chicken and rice, where chicken were all gone. I eventually bought some food at the food court and it’s definitely much better sitting outside than being “trapped” in the lounge.

Since I was mostly flying QF before, and after hearing so many dramas the last few months time, deciding to give VA some real try. I do have a few questions:
1. Is it normal for VA have such a high cancellation rate at Friday evening? Not only Syd to Mel, but quite a few others cancelled as well. Luckily the route I was on is one of the busiest, a lady before me was flying to some more regional place (didn’t hear where exactly) had to be put on a flight tomorrow.

2. Will I receive status credit per my original booking with biz class or the downgraded eco only? One of the reasons I booked this flight is thanks to the double status run my VA status will become gold after this. I’m not sure how ORC works with Virgin and if their phone support is the best place to request such. Up until now, 8am on Sat, the points and status credits haven’t been posted to my account yet.

3. Would there be any compensation for downgrade? I know from past experience with QF, it would be the price you pay minus the most expensive economy fare, which in this case might ended with a negative number. Plus I booked this via Amex, so technically speaking I should only call Amex for help instead of VA directly? The gentleman at the lounge who helped me find the seat said there will be email sent to me later to discuss this, which I am not sure if it really gonna happen.

 

[henrus]

1. Is it normal for VA have such a high cancellation rate at Friday evening? Not only Syd to Mel, but quite a few others cancelled as well. Luckily the route I was on is one of the busiest, a lady before me was flying to some more regional place (didn’t hear where exactly) had to be put on a flight tomorrow.

No it's not normal but globally there are problems with airlines struggling with operational performance (just look at the mess going on in Europe and the US). This isn't just a VA issue either, yesterday Qantas cancelled 6 SYD to MEL flights and Virgin Australia cancelled 7.

2. Will I receive status credit per my original booking with biz class or the downgraded eco only? One of the reasons I booked this flight is thanks to the double status run my VA status will become gold after this. I’m not sure how ORC works with Virgin and if their phone support is the best place to request such. Up until now, 8am on Sat, the points and status credits haven’t been posted to my account yet.

VA Points/Status credits can sometimes take a while to post. Once they do post, call them up and let them know. You'll be able to get the ORC as per the original booking but this won't be automatic.

3. Would there be any compensation for downgrade? I know from past experience with QF, it would be the price you pay minus the most expensive economy fare, which in this case might ended with a negative number. Plus I booked this via Amex, so technically speaking I should only call Amex for help instead of VA directly? The gentleman at the lounge who helped me find the seat said there will be email sent to me later to discuss this, which I am not sure if it really gonna happen.

Yes there will be compensation. Virgin Australia has a published compensation policy, it's likely you will need to contact Amex but you are eligible for a refund of the fare difference at the time of booking.

Guest Compensation Policy - customer service | Virgin Australia

You may be entitled to the assistance set out in this policy where you have a confirmed and/or ticketed reservation on a Virgin Australia flight and we need to make a change to your reservation before or on your day of travel.

www.virginaustralia.com

"In the rare event we downgrade you from the cabin class you originally purchased to a lower cabin class, you may request a refund of the difference between the fare class you paid for and the fare class you travelled in by contacting our Guest Contact Centre or your travel agent. The Fare difference will be calculated based on the price of the equivalent fare at the time you made your booking."

 

[BAM1748]

Changing from QF to Virgin and vice versa because the grass might be greener is just spreading your status credits thinly for no gain.

As henrus points out, service problems are everywhere at present.

 

[JohnK]

The airlines need to have set compensation in place for downgrades where you are actually compensated for the inconvenience and then some.

The difference between cheapest business class and most expensive economy class airfare on the day is taking the p!ss.

Hope you end up getting something worthwhile not paying more to be downgraded.

 

[featheast]

The airlines need to have set compensation in place for downgrades where you are actually compensated for the inconvenience and then some.

The difference between cheapest business class and most expensive economy class airfare on the day is taking the p!ss.

Hope you end up getting something worthwhile not paying more to be downgraded.

I did have some calculation in my mind while I was waiting in the queue last night, I paid $500 for the return (thanks Amex), so $250 for the return leg. And the flight for the rest of the night I can move to was selling at $699 flex economy...

 

[serfty]

The difference between cheapest business class and most expensive economy class airfare on the day is taking the p!ss.

Yes, Qantas do this, but Virgin's policy is based on time of purchase (as per post #2).

 

[featheast]

Yes, Qantas do this, but Virgin's policy is based on time of purchase (as per post #2).

I guess the tricky part for us passenger is to find out what's the cost on the day of purchase. Reckon Amex travel would be able to dig out some more historical info for this or VA will be the one to provide such data?

 

[featheast]

Changing from QF to Virgin and vice versa because the grass might be greener is just spreading your status credits thinly for no gain.

As henrus points out, service problems are everywhere at present.

QF definitely gets more social media attentions, particular on those FB groups I am in, comparing to VA. One of the main reasons VA becomes my choice lately is its pricing point, from MEL $500 return to SYD/OOL/ADL, $1000 to ZQN, ~$1500 to NAN/DPS, there is no way QF can provide any similar fares. Unless QF 330, I can't see any attracting points in flying QF to VA for domestic, or short-haul international.

 

[kerfuffle]

I can't see any attracting points in flying QF to VA for domestic, or short-haul international.

Wi-Fi so you can use the internet while in the air

 

[Stone]

The same happened to me on Friday, but a different route. Interestingly, I was booked on an AMEX platinum fare and couldn’t get into a business seat on any of the other flights (OOL to SYD). (VA status platinum from flying with them, as a point of reference). Downgrade to 15C, a kind checkin agent at least changed that to an exit row seat.

Flights credited at the Flexi rate of status credits, have raised a claim. Virgin have advised per their terms and conditions that I will need to contact AMEX travel for a partial refund.