Disappointing Flight Cancellation experience

[Gremlin]

I'm interested if others consider this series of events reasonable...

So I had a day trip BNE to SYD on Thursday. I tried to do mobile check in on Wed only to get an error saying that I needed to check in at the airport. Didn't think anything of it.

Went to the BNE Lounge first thing Thursday and asked to check in. Was given my BP for the BNE-SYD leg but not the SYD-BNE leg. Asked for it and was told that I needed to check in for that at the airport in SYD. Thought it was a bit funny but didn't question it - was still half asleep given the hour.

About 3.45pm received both an email and text saying that my return flight had been cancelled with a general (not premium) number to call. Now cancellations happen. Not great but what can you do?

So I call and told I've been moved from the cancelled 6pm to the 6:30pm. Given I'm both a WP and 6ft5, seating matters to me, so I ask for seat selection on my new flight only to be told that it was now under airport control and I'd need to turn up to airport to get seat selection.

I arrive at the airport just after 5 to be told that I'd been assigned 21E and that only middle seats were left. Needless to say, the flight was chockers and the trip very uncomfortable.

Now based on not being able to check in the prior day, and the response I received in the BNE Lounge when asking for my return BP, it strikes me that my flight had already been cancelled. Is it unreasonable to expect that as a WP I would be entitled to:

• Be told in the BNE Lounge that my flight had been cancelled
• Failing that, notification earlier that my flight had been cancelled
• A preassigned seat selection that wasn't a middle seat?

 

[Princess Fiona]

No it's not unreasonable at all to expect those things. VA should be looking after their status passengers better than this.

 

[JessicaTam]

I am just going to reach for the popcorn.

 

[Princess Fiona]

I am just going to reach for the popcorn.

Keep me some

 

[gaz0303]

I'm interested if others consider this series of events reasonable...
Is it unreasonable to expect that as a WP I would be entitled to:

• Be told in the BNE Lounge that my flight had been cancelled
• Failing that, notification earlier that my flight had been cancelled
• A preassigned seat selection that wasn't a middle seat?

I would expect that for all passengers, regardless of status, 1 and 2 are both reasonable, if indeed the flight had been cancelled. Being WP doesn't provide exclusive access to honesty.

 

[N860CR]

I've had the same with VA unfortunately. Arrived at MEL lounge with my online checkin boarding pass for 3D. Scanned in and told the flight has been cancelled and handed mid 20's B. This was back in the day when I was WP

 

[Milboo]

I was doing SYD-MEL as day trip last Wed and on 7.15am flight. Got text around 5.15am telling me of a cancellation and to call. My only gripe was that it did not actually tell me which flight and Gold Contact Centre was not yet open.

Was put on to flight 30 mins later. Rang back 10mins later as, in my half asleep state, had not asked re seats.

Was surprised to hear I had not been allocated any seat and by sheer luck I got the last remaining non middle seat on row 16.

 

[Dr Ralph]

It's not reasonable but unfortunately it's not uncommon.

 

[OzEire]

As a frequent flyer who might be described as a domestic road warrior (several flights a week), time at home with my family is valuable.
Cancellations happen, I get it. I book flex tickets to give me options when this happens.
So it was a bit annoying this evening when, after a flight was cancelled, without asking me VA put me on a flight several hours later (I was in the lounge so asking me would have been easy). I asked about reroute options (to get home sooner) but computer said no.
Perhaps every seat on every route permutation was full, I don't know, but I'd be very surprised.
Sigh.

 

[jackthomas]

Definitely not good enough..
As a VA SG I've always had a phone call from Guest Services and rebooked when I've had any cancellation, usually before I even know of any cancellations.
It's a shame that nobody ( that we know of) from VA actively monitors this forum like our friend RedRoo.