CasualFlyer22
Newbie
- Joined
- Apr 13, 2023
- Posts
- 4
Long time lurker, first time poster.
I travel a lot for work. I've travelled with Virgin for 5 years and maintained VA Platinum for three years now. Over that time i've seen the absolute minimisation of status benefits with Virgin.
My work takes me all over the country, with an average of 50-60 flights per year domestically, and a further 8-10 international (often using partner airlines for perks and SC's).
The recent changes to the almost elimination of priority check in, with the introduction of priority bag drop has put a dent in the efficiency of travel. My main port of departure is Sydney and the system is a mess. Understandably, the terminal is currently under renovation, but the lack of direction and help from staff is a downer.
I also understand that the staff are on the forefront of company policy changes, and unfortunately cop it from many passengers. It seems like they've been handed a half baked change and told to run with it.
The requirement to go down the zig zag to enter the self service kiosks, and then figure out how to get out, to then asking a ground staff member to open the priority bag drop lane has definitely increased that front counter time.
On the plus side, there is a priority security line at all times, but you filter in with regular folk, and it seems like that whole system is a mess too.
Melbourne seems to be the only one that kind of has it together. It's still somewhat relatively smooth.
Brisbane is good. I noticed they have a freestanding priority bag drop kiosk, with a staff member helping people with enquiries and tagging. You then get directed to the bag drop section.
Perth has got to be the worst departure terminal that I have experienced in all my travel.
I preface this by saying that I love the staff, and have always said how great they are at all customer facing levels, but lately, Perth has been a mess.
There is still a Priority Check In counter, with a Priority Bag Drop lane. You do what's asked of you in the recent change emails, and tag before you get down to the counter. You don't get acknowledged when you get to the front, the same Priority Bag Drop lane also serves as the exit for General customers and this causes confusion.
The senior staff struggle with VA Policies and Platinum benefits. This trickles on to Priority Boarding being a mess with General customers being scanned on during the first priority call (via the General Boarding lane).
Their Priority Security Line is finally open, but the security there seem to always be surprised when you come down the line and expect the, well.. priority benefit.
Complaint feedback to Virgin just toggles an auto-ai style reply without addressing any key issues.
Are these recent experiences unique to me or are others seeing this too? This is a far change from the VA that I started flying with years ago.
I travel a lot for work. I've travelled with Virgin for 5 years and maintained VA Platinum for three years now. Over that time i've seen the absolute minimisation of status benefits with Virgin.
My work takes me all over the country, with an average of 50-60 flights per year domestically, and a further 8-10 international (often using partner airlines for perks and SC's).
The recent changes to the almost elimination of priority check in, with the introduction of priority bag drop has put a dent in the efficiency of travel. My main port of departure is Sydney and the system is a mess. Understandably, the terminal is currently under renovation, but the lack of direction and help from staff is a downer.
I also understand that the staff are on the forefront of company policy changes, and unfortunately cop it from many passengers. It seems like they've been handed a half baked change and told to run with it.
The requirement to go down the zig zag to enter the self service kiosks, and then figure out how to get out, to then asking a ground staff member to open the priority bag drop lane has definitely increased that front counter time.
On the plus side, there is a priority security line at all times, but you filter in with regular folk, and it seems like that whole system is a mess too.
Melbourne seems to be the only one that kind of has it together. It's still somewhat relatively smooth.
Brisbane is good. I noticed they have a freestanding priority bag drop kiosk, with a staff member helping people with enquiries and tagging. You then get directed to the bag drop section.
Perth has got to be the worst departure terminal that I have experienced in all my travel.
I preface this by saying that I love the staff, and have always said how great they are at all customer facing levels, but lately, Perth has been a mess.
There is still a Priority Check In counter, with a Priority Bag Drop lane. You do what's asked of you in the recent change emails, and tag before you get down to the counter. You don't get acknowledged when you get to the front, the same Priority Bag Drop lane also serves as the exit for General customers and this causes confusion.
The senior staff struggle with VA Policies and Platinum benefits. This trickles on to Priority Boarding being a mess with General customers being scanned on during the first priority call (via the General Boarding lane).
Their Priority Security Line is finally open, but the security there seem to always be surprised when you come down the line and expect the, well.. priority benefit.
Complaint feedback to Virgin just toggles an auto-ai style reply without addressing any key issues.
Are these recent experiences unique to me or are others seeing this too? This is a far change from the VA that I started flying with years ago.
