Denied Platinum Fly Ahead via GCC [First Sat to Last Fri]

[samas]

Just tried flying ahead from the first flight of the day saturday morning to the last flight of the day friday night
PER-ADL

I was denied via GCC as it wasn't same day. However both the platinum status page and the velocity terms under section 23.5 have at the airport same day only and via the phone it can be the "flight that is immediately prior to your booked flight"


Velocity Platinum Membership.

FLY AHEAD

• Request to Fly Ahead to your destination on an earlier flight. Fly Ahead requests can be made for you and up to 3 guests on the same booking either at the airport (Platinum and Gold members) or via the Guest Contact Centre (Platinum members only).
• Available when flying on any domestic Virgin Australia fare except a Getaway fare.
• When you make a Fly Ahead request at the airport, Fly Ahead is available for any earlier flight on the same day. When travelling with carry-on luggage only, make your request at the Virgin Australia Lounge or at the Service Desk (where available). When travelling with checked baggage, make your request to a Virgin Australia staff member at the Virgin Australia Priority Check-in counter.
• As a Platinum member, you can additionally make a Fly Ahead request via the Guest Contact Centre
  - in respect of services between Brisbane, Sydney and Melbourne, for any flight that is departing up to 2 hours prior to your booked flight; and
  - in respect of any other Virgin Australia operated domestic route, for the flight that is immediately prior to your booked flight.
• For Fly Ahead requests made via the Guest Contact Centre, you must make the request at least 1 hour prior to the departure time of your desired flight.

Tried escalation with Platinum team but denied by two team leaders as it was against their policy if not same day. they didn't care about section 23.5.8(b) of terms here:
Velocity Membership Terms & Conditions


Is my fly ahead request not in line with what they advertised?

 

[Fifi]

I'm no lawyer, but from my understanding you're within the t&cs.

I have been turned away before because I was on a reward ticket, however with some persistence at the airport they let me fly ahead. I tend to find things are always different between what's possible, and what's really possible.

 

[Bagpuss]

The GCC is very much "by the book".
Doing this at the Lounge is normally a lot more effective. However, I think you do need to be same day.
Especially considering a Friday evening fare (business and leisure market) would be different to Saturday morning fare (leisure market / sale fares).

My partner was flying NTL - PER via MEL and GCC wouldn't move my partner to the earlier MEL - PER flight. However, the Lounge staff did.

 

[Pleb Status]

The intent is certainly for flights on the same day and that is clearly specified for airport requests.

If the OP does not like the outcome, they always have the option to move their business to QF and use their Fly Ahead system...

 

[Must...Fly!]

The intent is certainly for flights on the same day and that is clearly specified for airport requests.

If the OP does not like the outcome, they always have the option to move their business to QF and use their Fly Ahead system...

Zing!

OP - it is same day. Not your fault they missed it in the T&C but it is not the policy intended.

 

[Lemon_Party]

Interesting - the literal interpretation of the wording doesn’t restrict to same day, no matter the intent of the fly ahead benefit...

 

[oz_mark]

Zing!

OP - it is same day. Not your fault they missed it in the T&C but it is not the policy intended.

They probably expect that you read all of 23.5 together, and 23.5.1 mentions on day of travel. 23.5.8 just lets platinums do it over the phone, rather than at the airport.