Kind gesture - Virgin Australia

[brown891]

Thought I would share a good news story from Virgin that happened to me and a friend over the weekend.

Flew to Sydney on Saturday and was planned to be back in Brisbane Tuesday night. However, I was given the sad news a good friend had passed away and the funeral was to be held on Tuesday morning. Rang contact centre to try change flight, couldn’t help me...

Rocked up to the airport for flight to Sydney and explained the situation for the returning flight. The girls at the desk were very understanding and helped change our flight from late Tuesday night to early Tuesday morning so that we could be back in time free of any change fees and other costs.

I can’t thank them enough for this, and while only a small help, it is very appreciated. It’s the little things that count.

 

[docjames]

Commiserations, and nice to hear positive feedback.

I wonder about the hows/whys of differing positions from call centre/at airport staff and wonder if the airport staff have more "leeway" or "authority" to waive fees/charges?

 

[BAM1748]

Always good to hear any sort of good news from a corporate. It's easy for them to do the 'right thing' but so often don't.

Matt

 

[brown891]

Commiserations, and nice to hear positive feedback.

I wonder about the hows/whys of differing positions from call centre/at airport staff and wonder if the airport staff have more "leeway" or "authority" to waive fees/charges?

Yeah not sure they were two wildly different experiences, call centre couldn’t even give me a few cost of changing, think it had something to do with the fact I was already checked in for the flight to Sydney (even though I wasn’t changing that flight)

Always good to hear any sort of good news from a corporate. It's easy for them to do the 'right thing' but so often don't.

Matt

I agree but I think it’s a two way street, a lot of the time people get nice gestures or have a good experience but don’t share, unfortunately negative experiences are mostly shared. That’s why I did want to share their gesture because it was very appreciated.

 

[jgm]

I had a similar positive experience with VA staff at LAX a few years ago. I had lost my passport, and arrived at LAX on a DL from MCO which was nearly 2 hours late. As I didn't have my passport, DL wouldn't check my bags through, and by the time we had collected them and got to the VA terminal, it was only about 30 mins before departure. The counter staff told us that we would be able to fly, but they had to get approval from Australia, and that it would take too long for us to make that evening's flight. They then gave us the option of taking the following day's flight via SYD, or waiting for the following day for the direct flight to MEL, so we opted to take the SYD flight. It was now nearly midnight, and we had to find somewhere to stay. Another agent rang around the local motels, and found one that had a vacancy and shuttle service for us.

The 1st agent advised us to come back the next evening as soon as check-in opened and they would fix everything for us. We arrived and he spent around 30 minutes on the phone getting everything sorted out with the OZ authorities. We were in Y, and he upgraded us for the SYD-MEL leg without our knowledge - it was a nice surprise on our arrival in SYD.

I contrast that with QF gate agents in PER a few years later where we had an issue with a US award ticket. They wouldn't lift a finger to help and wouldn't even give us access to a phone to sort it out. So we now fly VA, & won't have anything to do with QF.

 

[Falcs]

Call centers tend to be filled with "computer says no" jobsworths

Airport agents can be more helpful when so inclined.

I once missed a connecting flight on a separate ticket due to a delay on the inbound, I called when I landed to try to sort it out the call center said they can't do anything besides a refund of taxes less admin fee due to fare class. I went to the airport counter and the agent gave me the value of the ticket for use towards a new flight. I was of pocket a decent amount because the last minute flight was a much more expensive fare bucket, but it was a nice and appreciated gesture.

 

[brown891]

Call centers tend to be filled with "computer says no" jobsworths

Airport agents can be more helpful when so inclined.

I once missed a connecting flight on a separate ticket due to a delay on the inbound, I called when I landed to try to sort it out the call center said they can't do anything besides a refund of taxes less admin fee due to fare class. I went to the airport counter and the agent gave me the value of the ticket for use towards a new flight. I was of pocket a decent amount because the last minute flight was a much more expensive fare bucket, but it was a nice and appreciated gesture.

Yeah it just gives corporates that human element and shows that they do understand different unexpected situations that may arise

 

[JohnK]

Commiserations.

Some airport staff may have higher authority. I've been able to change wife/daughters flight to be on my flight at earlier time at the lounge a number of times where check-in staff have said no. Even some lounge staff say no.

 

[brown891]

Commiserations.

Some airport staff may have higher authority. I've been able to change wife/daughters flight to be on my flight at earlier time at the lounge a number of times where check-in staff have said no. Even some lounge staff say no.

Couldn’t agree more, if you grab people who are in a positive mood that can definitely help. Considering we were on the last flight out of Brisbane so everyone was finishing shifts, perhaps that aided in their mood but they still didn’t have to do what they did. I think it’s great too that I don’t think status had anything to do with it. I’m silver velocity and my friend is just red.

 

[Lord_Lenny]

Call centers tend to be filled with "computer says no" jobsworths

Whilst I'd largely agree - they aren't always.

When booking our winter trip to New Zealand I made my first major travel mistake (didn't double check the dates I was booking) and booked SYD-ZQN return, first leg on NZ second on VA with a points upgrade to business class.

Call centre agent changed the dates, honoured the points upgrade, kept the chosen seat allocation and waived any fare difference and change fee. Took her a decent amount of time and involved setting up a travel bank etc. She explained what she was going to do, then advised she would call back once completed so I wasn't on hold for 40min.

Granted this was on the Platinum team so that had to count for something, but if they are given the authority, and spoken to politely then they can actually be quite helpful. They key is whether or not they actually have the authority or systems access do what you are asking them to do, or if their reporting line allows a direct supervisor to override and allow it.

Disclaimer: I served 2 years in the trenches of call centres, it's all about access and authority

It is good to hear some positive experiences come out, we do get a lot of negativity (some of it quite warranted) so it's great to hear the 'other side'

 

[brown891]

Have now completed this trip! The flight went without a hitch. Even managed to use my two lounge passes as silver to get a nice feed before the flight as well as trial the grab n go food they have introduced - blueberry muffin was delicious.

Once again thanks to the girls at Virgin who kindly changed our flight.

Thanks to all for your thoughts and commiserations..

 

[Lord_Lenny]

Have now completed this trip! The flight went without a hitch. Even managed to use my two lounge passes as silver to get a nice feed before the flight as well as trial the grab n go food they have introduced - blueberry muffin was delicious.

Once again thanks to the girls at Virgin who kindly changed our flight.

Thanks to all for your thoughts and commiserations..

Good to hear, the last thing you needed was flight related stress at a time like that