Complimentary Upgrades now attract a service fee?

[alex_au]

Hello AFF's

On Friday I tried to use the last of my complimentary platinum upgrades prior to it expiring. The platinum phone line was obviously getting a work out as I could have flown Melbourne to Hobart and still been on hold. Anyway I must have encountered the winning agent of best poor provider of customer service award for the past 3 years running. After ensuring availability on the required travel date to use the upgrade - I was then informed that will be $35. Now I am already booked on a fully flex ticket, however that now makes now difference, if you make contact with guest centre you will be charged $35, as you are modifying an existing booking? Ok so how how else would you like be to redeem a complimentary upgrade? The agent then replied it is properly best that I write in to complain as she has other calls waiting. I beg your pardon? I did phone the platinum dedicated phone line? because I might have been mistaken as it sounds a lot like Tiger or Jetstar. Asked to speak to a supervisor and was hung up on! Now not one to give up easily, but VA are now making it so easy to walk away from you, I dial the number again and hold, I hold for the length of the return trip Hobart to Melbourne. Lovely agent answers the phone, feels like I have called a completely different number (even though both agents clearly mentioned they were in the Platinum call centre) agent apologises for the wait, then listens in horror to my story, explains that if it was her and knowing that I wasn't obviously aware of the changes (changes were apparently buried in an email update back in Jan, advising of the $35 fee to use the complimentary upgrades) she would waive the fee no problem on this occasion, and we do business and use the last upgrade.

Ok, so I have a fee questions:

• How can you call something complimentary and then charge for it?
• Why under the terms and conditions on the Velocity Website is their no mention of the $35 fee?
• Surely the use of the word complimentary is a misrepresentation of what is being provided, if you are subsequently then charged a fee?
• Am I wrong in thinking complimentary means free? Does it mean that when I hear the flight attendants say ' Ladies and Gentleman we will be offering complimentary tea, coffee and water on this flight' that I will be charged a service fee when the FA's reach my seat?

I am grateful for the complimentary upgrades I receive, however if VA continue to use the term complimentary when clearly it is not they are going to find themselves in a lot of bother. In the age of doing business online you would think there would be a facility to manage this without incurring a $35 fee, but obviously not with VA.

I have raised this with Velocity separately but I am just keen to hear others thoughts on this.

Cheers

 

[sampson]

Hello AFF's

On Friday I tried to use the last of my complimentary platinum upgrades prior to it expiring. The platinum phone line was obviously getting a work out as I could have flown Melbourne to Hobart and still been on hold. Anyway I must have encountered the winning agent of best poor provider of customer service award for the past 3 years running. After ensuring availability on the required travel date to use the upgrade - I was then informed that will be $35. Now I am already booked on a fully flex ticket, however that now makes now difference, if you make contact with guest centre you will be charged $35, as you are modifying an existing booking? Ok so how how else would you like be to redeem a complimentary upgrade? The agent then replied it is properly best that I write in to complain as she has other calls waiting. I beg your pardon? I did phone the platinum dedicated phone line? because I might have been mistaken as it sounds a lot like Tiger or Jetstar. Asked to speak to a supervisor and was hung up on! Now not one to give up easily, but VA are now making it so easy to walk away from you, I dial the number again and hold, I hold for the length of the return trip Hobart to Melbourne. Lovely agent answers the phone, feels like I have called a completely different number (even though both agents clearly mentioned they were in the Platinum call centre) agent apologises for the wait, then listens in horror to my story, explains that if it was her and knowing that I wasn't obviously aware of the changes (changes were apparently buried in an email update back in Jan, advising of the $35 fee to use the complimentary upgrades) she would waive the fee no problem on this occasion, and we do business and use the last upgrade.

Ok, so I have a fee questions:

• How can you call something complimentary and then charge for it?
• Why under the terms and conditions on the Velocity Website is their no mention of the $35 fee?
• Surely the use of the word complimentary is a misrepresentation of what is being provided, if you are subsequently then charged a fee?
• Am I wrong in thinking complimentary means free? Does it mean that when I hear the flight attendants say ' Ladies and Gentleman we will be offering complimentary tea, coffee and water on this flight' that I will be charged a service fee when the FA's reach my seat?

I am grateful for the complimentary upgrades I receive, however if VA continue to use the term complimentary when clearly it is not they are going to find themselves in a lot of bother. In the age of doing business online you would think there would be a facility to manage this without incurring a $35 fee, but obviously not with VA.

I have raised this with Velocity separately but I am just keen to hear others thoughts on this.

Cheers

Have a look at the ACCC website where Amex was fined for offering free flights. Amex was ordered to refund the annual fee or part of the cost of the flight.

Free means free: no taxes, no unsual 'baggage fees' no nothing.

Ask Financial Ombudsman Service (fos.org.au?) to look into a refund and associated loss up to $3,000 I think AND then they refer systemic problems to the ACCC to chase for everyone to receive a present. sheese, why should these corporates have the sole right to change a deal on a whim when we can't?

 

[sampson]

this might be the link to the free is free order. If Amex can be ordered to pay up, so can their partner airline. American Express International, Inc.

 

[sampson]

The background clauses set out the ACCC's views on why 'complimentary' means nicks, free, zip, zada

http://registers.accc.gov.au/conten...0f2357fa554b6bf3068fe0c32791&fn=d04_36488.pdf

I assume the airline will be treated the same way by Financial Ombudsman Service and the ACCC.

 

[woodborer]

My guess is that the first agent was in error, and you'd be best off waiting for feedback from Virgin. It could well be that the $35 is auto-charged and is supposed to be waived.

 

[robd]

Looks like there was a fee change for Points upgrades. There is no reference to fees for Complimentary Upgrades. I think both your GCC agents got it wrong:-



Link here - https://www.velocityfrequentflyer.com/content/ProgramBenefits/TermsConditions/index.htm#29

 

[dk4]

Looks like there was a fee change for Points upgrades. There is no reference to fees for Complimentary Upgrades. I think both your GCC agents got it wrong...

Either way, it also states that fee is waived for platinum members!?!!? (And don't you have to be platinum to use a platinum comp upgrade!)

 

[Princess Fiona]

Looks like there was a fee change for Points upgrades. There is no reference to fees for Complimentary Upgrades. I think both your GCC agents got it wrong:-

View attachment 27192

Link here - https://www.velocityfrequentflyer.com/content/ProgramBenefits/TermsConditions/index.htm#29

Thank goodness for that I almost choked on my coffee :!: :shock:

There should be no charge for using a Comp upgrade.
The OP should PM the Velocity Rep on here and get them to follow up on it.
A well crafted tweet to @virginaustralia would be a good idea too.

 

[Jurahn]

I used two complimentary upgrades in March and there was no mention then of any fee being applicable. Definitely sounds like both agents are getting themselves confused over the new $35 cancellation/amendment fee that was introduced on 8 April. However, as others have mentioned, this fee is waived for Platinums anyway, and it also only applies to cancellations and amendments to an already upgraded fare, not when you're doing the initial ugrade!

 

[desiredusername]

Thank goodness for that I almost choked on my coffee :!: :shock:

There should be no charge for using a Comp upgrade.
The OP should PM the Velocity Rep on here and get them to follow up on it.
A well crafted tweet to @virginaustralia would be a good idea too.

^^^^^ wot he says

 

[ap_spd]

the agent i spoke with @ platinum line earlier this week when i was looking at changing a booking said we will wave the fees as you can not do the transaction online. no experience with comp upgrade yet though.

 

[bullerdude]

There should be no fee for using complimentary upgrade. Any fees charged are illegal under Australian Consumer Law - as evidenced by the ACCC's ruling against AMEX.

My guess is the call centre is getting it confused with the new $35 change fee for upgraded tickets (which is excluded for Plat in any case).

 

[Jousams]

So if your a platinum they will waive the $35 change fee for upgrades?

 

[N860CR]

Seems both Qantas and Virgin are fighting hard on the race to the bottom...

 

[bullerdude]

Sorry to clarify, the fee should only be charged if you are changing an upgrade, not redeeming one. Yes it should be waived for Platinum.

 

[alex_au]

Hi Guys

Thanks for the feedback. Just to clarify a few points:

- The new fee came into action from the 5th of April, both guest agents confirmed this.
- I contacted VFF through a private message through Facebook, and they have confirmed the $35 does apply for using the upgrade, as it is a modification to an existing booking. The existing booking being a fully flexible ticket. (don't know how to post a screen shot of the fb message, but happy to provide)
- VFF have said they will discuss further with management on Monday as no one was available to follow up being a weekend.
- Both agents who I spoke to said the fee had come into play on the 5th April

I would understand if I had been speaking to agents in another area of Virgin that there may be some confussion, however both agents were Australian based and answered the phone claiming to be on the platinum dedicated section.

I have asked for a copy of the email that was apparently sent out back in January where it states the new charge and its introduction date. As previously mentioned the 2nd agent said that it was included in a email which also contained information relating to other charges and fees, and could be easily missed.

I will provide an update once I hear back from VFF.

Cheers

 

[sampson]

Hi Guys
the 2nd agent said that it was included in a email which also contained information relating to other charges and fees, and could be easily missed. Cheers

Why don't they have a big heading that says "Oh, we changed our mind .... and this is what you'll pay. Thanks suckers".

 

[Princess Fiona]

Hi Guys

Thanks for the feedback. Just to clarify a few points:

- The new fee came into action from the 5th of April, both guest agents confirmed this.
- I contacted VFF through a private message through Facebook, and they have confirmed the $35 does apply for using the upgrade, as it is a modification to an existing booking. The existing booking being a fully flexible ticket. (don't know how to post a screen shot of the fb message, but happy to provide)
- VFF have said they will discuss further with management on Monday as no one was available to follow up being a weekend.
- Both agents who I spoke to said the fee had come into play on the 5th April

I would understand if I had been speaking to agents in another area of Virgin that there may be some confussion, however both agents were Australian based and answered the phone claiming to be on the platinum dedicated section.

I have asked for a copy of the email that was apparently sent out back in January where it states the new charge and its introduction date. As previously mentioned the 2nd agent said that it was included in a email which also contained information relating to other charges and fees, and could be easily missed.

I will provide an update once I hear back from VFF.

Cheers

I have gone back through all my emails from Velocity and the only hyperlink I can find relating to fees is the one regarding changes and cancellations, it came into effect on April 8th.
http://www.velocityfrequentflyer.co...News/upgrade-cancellation-amendment/index.htm

I firmly believe that this is a mistake by VA and VFF rep on Facebook and they should apologise to you if this is the case.
You should still send a copy of your original post to the Velocity Rep here on AFF.
Complimentary is just that IMO, free of charge. This seems to be a case of incorrect interpretations of rules and reflects very poorly on VA staff training

 

[alex_au]

Thanks Princess Fiona, I agree, I firmly believe that it has to be error, however for 2 different agents and the VFF fb rep demonstrates how poorly VA train their staff. I will send the VFF rep on AFF a message asking for clarification. Thank you for checking your emails.

Cheers

Alex

 

[anat0l]

Apart from the surprise of this "new" fee without someone on AFF at least mentioning it until now, I'm surprised you were calling the Platinum line and had to wait around 45-60 minutes for an answer (my estimate of the duration of a flight between HBA and MEL)!

Even on QF when the phones are getting pounded, waiting 35 minutes for Premium is quite enough. After that, it's worth considering hanging up and trying again if you've been lost in the phone queue ether. (I'm sure someone will drum up a more horrid story, but whatever).

Also not expecting either Premium lines to be so curt, notwithstanding rudeness on the part of the customer, but I assume the OP was diplomatic.