Melbourne Security Priority Queue

[koonyaflyer]

I know that the Melbourne Priority queue has come up previously but cannot see a dedicated thread. My apologies if I am doubling up!

What is the experience of other AFF members with the Priority Security Queue in Melbourne. On the last few occassions I have used it during week days there has not been a Lounge Angel at the entry checking eligibility to use the Q, unlike when it was first launched.

Yesterday as I entered the far end of the Q the Security Staff called across about 10 people from the other Q and moved them into the priority queue. I am sure none of them had flown before, and all had packed the kitchen sink and dishwasher as well. There was no way I could move past them, and I waited whilst they went through all the "once a year" traveller questions!

When I finally got to the head of the queue, and in the nicest possible way I asked the Security staff "I thought that this is a Priority Queue for Virgin Premium" - he looked a bit sheepish and dropped his head.

As what I like to think of as retribution for my temerity to question their practices they then asked my husband to open a sealed box he was carrying with fragile items in it. There was nothing sharp, metal or anything else remotely sinister but they opened and slowly inspected each item. We eventually made it to the flight as the last pax were boarding.

I assume that there must be a significant cost to DJ to have this Priority Queue set aside for their Premium flyers, but if the Security Staff are not going to treat it in that way it really becomes just a sign, and not a benefit.

I am going to send a letter to DJ about my last few experiences with the Queue - but would be interested to see if it is just my experience, or if other members are experiencing the same challenges!

 

[RBC]

Hi
I mostly travel through BNE & SYD, and it has mostly been good at BNE, but then it does tend to be roped off a bitter better than the Melbourne layout. I have never seen loung angels screening at any of the security points.
I was stuck behind a school party the other day, who were waved through to the priority lane and given it was peak hour, I thought whats the point and it should not have happened IMHO. But generally I've had mostly pretty good experience across different airports.
A case of differing agendas I feel. VA want priority for its status PAX, security contractors want a fast moving Q and maximum productivity.
Im pleased Im SYD based...kerbside access is a dream. Definately no danger of others encroaching on that

 

[malmacdowall]

Same issue here when I have used the Melbourne queue in the mornings... Security called some other pax across through a gap.... No angel to watch and then it was as bad as any other queue.... Definitely prefer the SYD curbside....... Love it.....

VA ...if your going to make it a benefit then police it or enforce it with the security contractors.....

 

[Deleted member 29185]

I've only used MEL priority queue once. No Angel guard but no issues either. It does sound like DJs good idea is being somewhat abused. I don't think it matters if the priority security staff, screen non-elite flyers rather than stand around picking their noses but it should be set up like the priority boarding, where the security staff stop to screen the priority pax first before continuing with the non-elite queue once the priority pax are through. It wouldn't be hard to implement........training the security staff may be more, um, challenging.

 

[LiamR]

The few times I have used it, I've seen security pull people over from another line rather than screening some priority pax.

I don't expect Virgin to pay someone to stand there and guard it, but, perhaps if security staff can at least ensure Priority pax are can only use the queue, and they are served first.

Selfish & arrogant I know.

 

[Deleted member 29185]

I don't expect Virgin to pay someone to stand there and guard it,

Cameras Liam! Surely a security screening point at one of Australias busiest airports has truck loads of cameras. I've no doubt, DJ pay dearly for that dedicated screening point and if the service they are buying is not being delivered, then back charges and penalties could certainly be imagined. Random monitoring of the proceedure and the effectiveness/willingness of the screening staff via the video records with a few carefully worded letters should be more than enough to "persuade" the security contractors to play the game.

 

[oz_mark]

The few times I have used it, I've seen security pull people over from another line rather than screening some priority pax.

I don't expect Virgin to pay someone to stand there and guard it, but, perhaps if security staff can at least ensure Priority pax are can only use the queue, and they are served first.

Selfish & arrogant I know.

Actually, I don't see a problem processing a few people through it, if there are no priority pax around. But pulling ten or so across is a bit much.

 

[LiamR]

Actually, I don't see a problem processing a few people through it, if there are no priority pax around. But pulling ten or so across is a bit much.

Yup. I agree with you here.

I'm no expert on the matter, but I'm assuming the security staff aren't trained to recognise priority passengers?

 

[pshepvic]

The few times I have used it, I've seen security pull people over from another line rather than screening some priority pax.

I don't expect Virgin to pay someone to stand there and guard it, but, perhaps if security staff can at least ensure Priority pax are can only use the queue, and they are served first.

Selfish & arrogant I know.

Qantas pay someone to stand at theirs! Mind you they can't work out priority boarding, so I guess it's tit for tat!

 

[LiamR]

Qantas pay someone to stand at theirs! Mind you they can't work out priority boarding, so I guess it's tit for tat!

Say what? They do?

Maybe I haven't noticed it because most of my travel is on weekends. Is it a peek hour only thing?

 

[Deleted member 29185]

Yup. I agree with you here.

I'm no expert on the matter, but I'm assuming the security staff aren't trained to recognise priority passengers?

I'd assume the security staff are not there to police the line for DJ. But there is a big difference between not policing a line and actively populating a line with inappropriate pax. Those pax, no doubt will head straight for the priority queue next time, with the excuse that is where they have been previously directed by officialdom!

 

[pshepvic]

Say what? They do?

Maybe I haven't noticed it because most of my travel is on weekends. Is it a peek hour only thing?

Yes, but the Qantas priority security queue only applies in peak hours on weekdays anyway. Sometimes they "forget" to put the sign away though, but it's not officially available all the time.

 

[pshepvic]

Say what? They do?

Maybe I haven't noticed it because most of my travel is on weekends. Is it a peek hour only thing?

They had to do something with all the staff who are no longer on the check in desks!!

 

[airtraveladdict]

Actually, I don't see a problem processing a few people through it, if there are no priority pax around. But pulling ten or so across is a bit much.

Agreed, if the priority queue is empty, then hail some people over.

But having said that, they should stick a sign there that says "platinum gold premium" etc.
And if the premium queue is empty, wave some people over, but if a gold/plat pax shows up, they should be given priority to skip pass all those people in that queue.
Sorry i hate to sound toffy, but lets face it, Virgin Australia is paying the airport extra $$$ for this service and we the plat/gold flyers are also paying for this through our loyalty with the airline.
So the "leisure" travellers:
1. don't take the computers, electronics out of the bag UNTIL they are literally standing infront of the security guard waiting to be screened!
2. same goes with jewellery, coins, belts etc
3. carrying objects which are on the "ban" list and then pulling the "oh sorry i didnt know" card.
4. decide to the pack their stuff back in their bags as the tub comes out of the x-ray machine!!! because apparently they can't carry the tub over to the table??!!

We are lucky we dont have to take our shoes off like in USA, because you have people standing infront of the xray machine juggling to put their shoes back on, their belt, packing stuff into the bag, and the security guards dont tell them to move over since they are blocking all other pax...its a 45minute experience, which is considered FAST! since last time it took me 1.5 hours when the American Airlines terminal had only two security check points open for 300+ people. lucky i had advance experience with USA airports so i turned up 3 hours early.