Recent Decline of VA service

[i_hate_the_tulla_freeway]

I'm on VA domestic three to four times a week

You would certainly never buy a flexi fare for the catering

Lounge catering is hit and miss. I had a decent chicken korma in CBR the other night but I was hungry and would have eaten anything. The Sydney lounge hot dogs as dodgy as all hell but again, if you are hungry .... Personally, I think the lounges should serve pizza post 3.00pm. Cheap, fill people up and soak up the drinks

Haven't had a really negative experience with VA staff. Had some average stuff (i.e. this morning on the 7.05 OOL-MEL) but also had some great service, particularly in J class

VA probably should make greater effort to differentiate the flexi product inflight from saver fares. If the guy sitting next to me pays two hundred dollars more and gets a free muffin or packet of nuts, I'm laughing at him. Remember the the old Ansett Y class hot meals? The smell of hot omelettes and bacon in the morning when everyone else is hungry and eating a complimentary 50g of nuts would probably be a useful promotional device for a flexi fare. On the other hand, a small bag of nuts is not.

 

[toowongman]

VA probably should make greater effort to differentiate the flexi product inflight from saver fares.

They made some effort (flexi wraps), we complained, they stopped. If VA went the other way and offered something hot for flexi, then it would have meant more processes and effort for the crew. E.g. 50 flexis on HBA-MEL at dinner time, all scattered around the cabin? Forget about it.

Either replicate QF or just go back to selling food again like they used to do - and give flexis three things for free from the trolley.

 

[QF WP]

Qantas J now does Cranberry Juice, but it's much sweeter than the VA served. Will have to send VA a photo

 

[Fruitcake]

Qantas J now does Cranberry Juice, but it's much sweeter than the VA served. Will have to send VA a photo

I suspect Mr Mangan would appreciate the compliment, there wouldn't be much point concocting a mocktail if it tasted like juice?

 

[OzEire]

Either replicate QF or just go back to selling food again like they used to do - and give flexis three things for free from the trolley.

I've said it before, VA are mad not to capitalise on the QF penny pinching, as the QF offering degrades, VA should be making a fanfare about their improved service rather than joining in a race to the bottom...VA have an opportunity and instead they are letting QF get off lightly.

 

[TheInsider]

They are not mad by increasing their product offering as they don't have the cash to splash either. First and foremost they are there to make money and please their shareholders.

 

[maninblack]

First and foremost they are there to make money and please their shareholders.

Not really succeeding with this are they.

 

[anat0l]

Not really succeeding with this are they.

This probably applies to both players.

That said, at least the larger partners (not shareholders) of one of them seems to have a greater vested interest enough to ensure the fiscal viability and protection of the host airline.

 

[doogie007]

I fly enough to have requaled platinum, got the wife plat and one of the kids gold. I do about 14 sectors a month. Took advantage of the DSC offers prior to Christmas to prebook most flights to June - all flexis. Have been Virgin all the way for the last 3 years. Was very annoyed at the drop in food service for flexis after I bought the fares. I usually upgrade to BC with points. Am now seeing very little value for the cost of a flexi and the BC experience has also diminished with hit and miss service levels and food quality. The only real value is getting a bigger seat. If the rep is listening I would like to convey that my buying behavior will be changing to Virgins detriment. I will be looking for value on each purchase which means now looking at Qantas and the cheapest Virgin fares. If I lose status with Virgin and I less concerned. I'm sure I am not the only one that will change behavior in this way. Please Virgin offer something to bring me back.

 

[atreides]

I received this SMS today when I asked somebody how their flight was on VA today, I'm sure it sums up some of the feelings:

"I should've taken a picture of what they served here. I would rather live the rest of my life eating Qantas food than even have another look of what they served here. It was two eggs that looked like grey rubber, about a kilos worth of mayo just thrown on them and a roll that was still frozen in the middle. I ate about a tenth of the bread. I'm so hungry, have to get something to eat at the airport. This was hands down the worst food I've seen in my life."

 

[anat0l]

Sheesh...maybe they should bring back the Virgin Blue chicken seizure wraps....

 

[sampson]

Sheesh...maybe they should bring back the Virgin Blue chicken seizure wraps....

rofl! That's the best chuck(le) I had all day.

 

[pauly7]

Sheesh...maybe they should bring back the Virgin Blue chicken seizure wraps....

This would be funny if it wasn't for a couple of people who suffered very serious complications following the Virgin poisoning :/

 

[Moopere]

So we're pretty much complaining about the food it sounds like - perhaps the one of the easiest fixes for virgin if they want to pay attention. The reason I say that is that I suspect most of the complaints are coming from 737 based flights? Sound right? I've done several PER->east coast flights in Y and J this year and on the transcon the food is still quite decent. Of course everyone will hit the situation where none of the choices really appeals, but I've not been too underwhelmed with whats on offer. So VA certainly _is_ quite capable of putting on a decent feed if they feel they want to.

I feel for those going up and down the east coast, 737's are _not_ my favourite jet, I find them noisy and cramped. I have pretty much ceased doing J upgrades on them as well because the value just isn't there - turning on some decent food and wine choices would go a long way towards helping tone down what is always going to be a 'bus' experience because of the size of the aircraft and the lack of recline in the J cabin seating.

For those on the 737 J experience, if you are really under impressed with the food I believe you can ask to have a selection from the 'pay' trolley in the Y cabin - I know I've certainly done this before. Let the FA who's looking after you know that the J food is really not up to snuff (politely of course) then ask for anything you want, sandwich, cheese, whatever ( I know its limited) from the Y trolley. Never been charged for anything and wouldn't expect to be either. Complain later in writing to VA about how bad the food in J was and see what happens.

 

[anat0l]

This would be funny if it wasn't for a couple of people who suffered very serious complications following the Virgin poisoning :/

Understood, but hence the moniker... to be fair it wasn't even me who conceived it.

It was rather odd that event; wholly disappeared and not so much of a whisper out of it after that.

In any case, it seems funny how VA switched from giving Flexis a wrap, in spite of how it seemed to be regularly branded as insipid by a good portion of the AFF collective. I wonder how much that would cost over the current snack.

I guess we're getting to a stage now where people aren't really finding that their domestic flight (doesn't matter who) is not there to feed you at all. It's just a "refreshment", i.e. a few bites to cycle the appetite / palate and a drink to cleanse it. This is not a stomach settler by any yardstick.

 

[maninblack]

For those on the 737 J experience, if you are really under impressed with the food I believe you can ask to have a selection from the 'pay' trolley in the Y cabin - I know I've certainly done this before. Let the FA who's looking after you know that the J food is really not up to snuff (politely of course) then ask for anything you want, sandwich, cheese, whatever ( I know its limited) from the Y trolley. Never been charged for anything and wouldn't expect to be either. Complain later in writing to VA about how bad the food in J was and see what happens.

When a pack of Pringles is the highlight of your business class experience there is definitely something wrong with the F&B service.

 

[MarkD]

Just me, but I don't need food on a 1 hr 737 flight from BNE-SYD, or 2hr BNE-MEL. I cannot understand the fuss. Its more hassle than its worth

 

[vet]

When a pack of Pringles is the highlight of your business class experience there is definitely something wrong with the F&B service.

I recall Pringles got a tax break by saying there's so little potatoe in a Pringle they can avoid a tax on taters. I sure hope VA aren't secretly smuggling tax exempt taters in business class

 

[Moopere]

When a pack of Pringles is the highlight of your business class experience there is definitely something wrong with the F&B service.

Absolutely - I'm not going to disagree ... I'm particularly sensitive to poor food or food thats well below expectation.

I'm all for making complaints as well, mild mannered to front line staff (as its usually well beyond their control) and written with a slightly more emphasised tone to management. But I also believe that its often just too easy for complaints to be dismissed, until numbers reach huge levels - which may never happen. To be effective in a lot of instances, unsatisfied customers must cause an impact on bottom line somehow - whether that is by way of no longer electing to use the service at all or whether by causing activity in some other way - such as calling/writing and pursuing a credit note or other compensation and/or by utilising other (perhaps inferior) options as they may present themselves.

Of course, ones expectations must be reasonable, and based upon something .... the one liner description of business class food and drink here:

Domestic Fare Types | Virgin Australia

(Full premium dining experience from our exclusive Business Class menu.)

Certainly sets up a visual image in my own mind that surpasses a sandwich on a plate or a sausage roll - its up for argument I guess, but that argument has to be had with the company at some point.

 

[Deleted member 29185]

I also believe that its often just too easy for complaints to be dismissed,

What was that? Did you say something? I wasn't listening.

(Full premium dining experience from our exclusive Business Class menu).....Certainly sets up a visual image in my own mind that surpasses a sandwich on a plate or a sausage roll.

You're a bit cheeky today......that's a Luke Mangan sandwich or sausage roll! Clearly you don't appreciate "premium" dining :mrgreen:
(just ask VA and they'll tell you how good it is)