Poor experience when using points to upgrade

[Ausbt]

On the other hand, many have also reported that they would like Virgin to stop being so free as such and tighten up in order to attract more of the business crowd where serious means serious. That means less discretion in general.

As I said, refusing the OP access based on rule is one thing, and I believe it was a right thing to do.

So you advocate for less discretion? You advocate for basing things on rules, without deviation? I'm with the OP on this one: a smart business engenders loyalty by giving a little to gain a lot more later. That said, I've been through the OOL VA lounge many times (as a WP though) and have been looked after very well.

 

[bullerdude]

I also agree with the OP on this one.

At the end of the day the OP was a business class traveler when he entered the lounge and spoke to the service desk. As there was no business class seats in the earlier flight he was offered to change back to an economy seat so he could make the earlier flight.

Given he was already going to be in the lounge from originally having 'J' on his original ticket the only loss to VA in this instance is souring the experience of the OP in flying VA....

 

[anat0l]

So you advocate for less discretion? You advocate for basing things on rules, without deviation? I'm with the OP on this one: a smart business engenders loyalty by giving a little to gain a lot more later. That said, I've been through the OOL VA lounge many times (as a WP though) and have been looked after very well.

Where do you draw the line with discretion? I think in this case it's either/or, not that one side is completely biased. I guess we both presented a case. Plus, I said it was a right thing to do; Virgin could have given the OP access, especially if it's just to print off something (or, the desk could have printed it off themselves), but they didn't have to.

The OP was not being unreasonable with the request, but inherently it was biased towards a 'no' answer.

I'm sure your point has merit, but people tend to also want to stick to the strict rules when it suits them.

For my own part, I try to rely on discretion the least amount as possible (and where I work now, even more so you can't rely on it!). If I get something that I know should or probably should not be forthcoming, a very big thank you is warranted as well as a blessing count. It may leave a sour taste in your mouth and that could affect how you direct your business, but it is difficult to blame someone for sticking to the rules ("Fine, so be it. I'll take my business elsewhere next time...")

I'd suspect more that the OP is taken back by the rudeness (as it were) of the agents rather than being refused entry to the lounge.

 

[Ausbt]

Where do you draw the line with discretion?

It is certainly hard at times, agreed. Granted there may have been other factors too - an overcrowded lounge perhaps. OOL can get to capacity at times. Anyway today is a day where I'll be exercising discretion today - given that yesterday my firm (software) removed support for a longstanding product. I'm going to have to choose which clients I like the most ...or who perhaps just ask nicely!

 

[dec540]

This thread seems to have attracted more attention that I originally anticipated.

I understand both sides of the argument. I agree that the Virgin staff have followed the 'rules', but as others have mentioned, discretion could've been applied. It's clear that there are some of us that have a customer service mindset and understand the difference that doing a small favour (such as printing out a document) can make, whereas others see the black and white rules. There's nothing wrong with this, we are all wired in different ways.

Either way, I have reached a favourable outcome with the Virgin Lounge staff. I commend the quick response from the Virgin Lounge team and their understanding of my point of view.

 

[AdMEL]

This thread seems to have attracted more attention that I originally anticipated.

I understand both sides of the argument. I agree that the Virgin staff have followed the 'rules', but as others have mentioned, discretion could've been applied. It's clear that there are some of us that have a customer service mindset and understand the difference that doing a small favour (such as printing out a document) can make, whereas others see the black and white rules. There's nothing wrong with this, we are all wired in different ways.

Either way, I have reached a favourable outcome with the Virgin Lounge staff. I commend the quick response from the Virgin Lounge team and their understanding of my point of view.

Great to hear you reached a favourable outcome.

I've had the opposite experience to you at the MEL lounge - I was silver and had entered the lounge using one of my passes. My travel companion was going to use my other pass, but turned up shortly before our flight was due to depart (~20 minutes) and was let in without them using my other pass!