Sorry Sir, Virgin Australia has nothing to do with Virgin Atlantic...

[winstonuk]

Long time reader of the Forum and First time post...

But finally feel worthy of a good story to tell..

So im Gold Velocity as well as Gold Qantas, Recently planned a family holiday to Europe and thought we'd try flying with Virgin. By N Class and use points to upgrade.

1st Mistake, when i rang up i was informed only the LA and Abu dabi Flights where run by Virgin Australia, the route i had purchased via Hongkong was Virgin Atlantic.. I was a little disappointed but could live with it, (for not reading the small print) and thought at least we could access the lounges on the way...

2nd On arriving at Hongkong and very tired and looking forward to a Shower and a bit of a rest for our 3 year old daughter, we made our way upto the Lounge.

When we arrived we where informed that as i was travelling with 2 people (My wife and my 3 year old daughter (asleep in my arms) we wouldn't be allowed entry to the lounge as my daughter is over 2 and classed as an Adult....

I politely explained i'd never had this issue travelling before (we travel a lot) - she then went onto say Virgin Australia has Nothing to do with Virgin Atlantic....

At this point i got a little angry and explained to her this was rubbish.... and i was getting a little fed up with this excuse..

anyway we found a nice spot to chill out for a few hours in the Airport, but i'll never be flying Virgin again... Interestingly i emailed my complaint to Virgin, and they got back straight away and apologised (so wasn't all bad) - but they explained there was little they could do.

Just seems a bit weird Virgin would run out of Australia but offer little support to there more loyal customers...

Anyway rant over and i feel much better

 

[Fruitcake]

Welcome to the forum, winstonuk. Sorry to hear you got such a runaround on your trip. The most important piece of the puzzle is, who did you you purchase the ticket from? Did you purchase it from Virgin Australia, travelling on VA coded flights, or did you buy the ticket from Virgin Atlantic on VS coded flights?

 

[winstonuk]

Virgin Atlantic on a VS.... it was done via a travel agent through my work

(will i still get the points and SC's)

 

[VMC73]

BA is the same with lounge access ie child over 2yrs classed as 1 guest. It is a shame that all the t&c's are not spelt out in an easy to read point form, maybe a new thread for all airline lounge access??

 

[oz_mark]

anyway we found a nice spot to chill out for a few hours in the Airport, but i'll never be flying Virgin again... Interestingly i emailed my complaint to Virgin, and they got back straight away and apologised (so wasn't all bad) - but they explained there was little they could do.

Well, they should be making sure that if Clubhouse access is being offered, then it is actually being provided, and if there are limitations (such as guests), then these should be spelt out.

And after clciking around, it does seem that they were correct. Probably something for others to keep in mind

I guess we are lucky in this part of the world with reasonably familty friendly lounge access policies.

 

[yo yo ma]

When we arrived we where informed that as i was travelling with 2 people (My wife and my 3 year old daughter (asleep in my arms) we wouldn't be allowed entry to the lounge as my daughter is over 2 and classed as an Adult....

That's a bit rough... a 2yo as an adult! QF have a family policy so I get into the lounges with my wife and 3 kids with no problems.

Qantas | Lounge Eligibility and Access

 

[ledj]

Virgin Australia have this info on their website.
I never assume things anymore so I printed it all out yesterday for an upcoming trip to the USA.

Child Access Guide
Guests can bring up to two children aged between three to 12 years, and all infants under two years of age, into Virgin Australia-owned lounges, free of charge. For lounges operated by our partners or third party operators, the following Child Access policies apply:
Lounge	Child Allowance
Virgin Australia third party lounges in coughet and Denpasar	1 child (counted as your Velocity membership entitlement of 1 guest)
Air New Zealand owned lounges	All children under the age of 12, in addition to your guest entitlement
Delta Air Lines owned lounges	Immediate family or your Velocity membership entitlement of 1 guest
Etihad Airways owned and associated lounges	1 child (counted as your Velocity membership entitlement of 1 guest)
Singapore Airlines owned lounges	1 child (counted as your Velocity membership entitllement of 1 guest)
Virgin America owned lounges	2 children under the age of 17, in addition to your guest entitlement
Virgin Atlantic owned lounges	1 child (counted as your Velocity membership entitlement of 1 guest)

 

[VMC73]

Virgin Australia have this info on their website.
I never assume things anymore so I printed it all out yesterday for an upcoming trip to the USA.

Yes, see below BA and One World was doing some research today for a trip this weekend!

British Airways owned lounge	Under 2 years	1 (over 2 years will be counted as the member's guest)
oneworld lounge	Under 2 years**	1 (over 2 years will be counted as the member's guest)

 

[Airbumps]

Can somebody clarify for me, the OP should be entitled to access (OK, buy the strictest rules only 1 guest but seriously...) as he was flying VS on a VS flight number. But if it was a VA coded flight, would they have let him in?

The rules here Lounge Access with Velocity Membership | Velocity Frequent Flyer seem to indicate it must be flying VS metal and of course you would be to into HKG, but would the lounge dragon know its VS metal that if it was coded VAxx_X ?

Just wondering....

 

[williamsf1]

Unfortunately for you the person at the VS club house was correct.

The information is on the Virgin Australia web site

under child access guide
https://www.virginaustralia.com/au/en/experience/at-the-airport/international-lounge-access/

As a gold member

Lounge Access with Velocity Membership | Velocity Frequent Flyer

 

[williamsf1]

Can somebody clarify for me, the OP should be entitled to access (OK, buy the strictest rules only 1 guest but seriously...) as he was flying VS on a VS flight number. But if it was a VA coded flight, would they have let him in?

The rules here Lounge Access with Velocity Membership | Velocity Frequent Flyer seem to indicate it must be flying VS metal and of course you would be to into HKG, but would the lounge dragon know its VS metal that if it was coded VAxx_X ?

Just wondering....

VA only codeshare SYD HKG SYD and NOT to Europe, they do not offer fares to Europe with VS via HKG

 

[medhead]

Can somebody clarify for me, the OP should be entitled to access (OK, buy the strictest rules only 1 guest but seriously...) as he was flying VS on a VS flight number. But if it was a VA coded flight, would they have let him in?

The rules here Lounge Access with Velocity Membership | Velocity Frequent Flyer seem to indicate it must be flying VS metal and of course you would be to into HKG, but would the lounge dragon know its VS metal that if it was coded VAxx_X ?

Just wondering....

See post #7 that indicates that access is related to the owner of the lounge not the aircraft or flight number. From that I think the answer is no access even if a VA flight number and the metal/flight number bit is irrelevant. However, I would expect a lounge person to at least be aware that there are no VA metal flights to/from the port given the are providing the lounge service.

 

[Airbumps]

VA only codeshare SYD HKG SYD and NOT to Europe, they do not offer fares to Europe with VS via HKG

Ok, so what if my journey starts in HKG and I'm doing HKG-SYD-HKG on VS metal, but coded as VA7990. It appears I'm entitled but would lounge lady know? Just curious as VA arn't exactly the most known airline in the world, even with their Partner Airlines. I've been asked by a Delta rep in ATL who Virgin Australia are....

 

[medhead]

Ok, so what if my journey starts in HKG and I'm doing HKG-SYD-HKG on VS metal, but coded as VA7990. It appears I'm entitled but would lounge lady know? Just curious as VA arn't exactly the most known airline in the world, even with their Partner Airlines. I've been asked by a Delta rep in ATL who Virgin Australia are....

As per the already linked child access guide, in VS owned lounges a child counts as your one guest. Regardless of metal or flight number only one guest is allowed in HKG.

In SYD all children under 12 are allowed in addition to guest allowance.

 

[Fruitcake]

Interestingly i emailed my complaint to Virgin, and they got back straight away and apologised (so wasn't all bad) - but they explained there was little they could do.

Which Virgin apologised? As far as I can tell Virgin Atlantic transported you safely, and provided you with all the benefits you were entitled to as a Gold member of Velocity/Virgin Australia?

 

[BAM1748]

Scrooges, Never had an issue myself but then use QF and AA mostly who are always accepting of a little'un or two.

We don't always appreciate how good we have it here.

Matt

 

[moa999]

Just British attitudes... they don't like kids

(both BA and VS)

 

[RooFlyer]

Which Virgin apologised? As far as I can tell Virgin Atlantic transported you safely, and provided you with all the benefits you were entitled to as a Gold member of Velocity/Virgin Australia?

Of course the OP got all the benefits they were entitled to! The Lounge was happy to welcome the spouse, but not the 3yo infant in arms. Why the hell should they? Its not written in the Rules, so tough cheddar! The 3YO should have had its own membership, obviously. Sheesh. Some people just want to rort the system all the time. You let one 3yo in and the next thing you know you'll have the entire plane load banging on the lounge door.

 

[djfuzz]

Of course the OP got all the benefits they were entitled to! The Lounge was happy to welcome the spouse, but not the 3yo infant in arms. Why the hell should they? Its not written in the Rules, so tough cheddar! The 3YO should have had its own membership, obviously. Sheesh. Some people just want to rort the system all the time. You let one 3yo in and the next thing you know you'll have the entire plane load banging on the lounge door.

Something something something Anytime Access.

 

[MK1974]

Exactly the same happen to me and my family when I landed in HK. The staff at the club were so rude! The moment I landed in London I called virgin Atlantic and emailed virgin Australia. I stated that I will take my 8 flights a month to qantas along with the 8 International flights I take a year the USA unless I got a apology for the way I was treated!! I was called by virgin Atlantic who ensured me that there would be no issues going home! Once back in HK the lady who was rude the first time let me straight in along with my three young children!