The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story?

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r0bs

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Up until now I have been a loyal Virgin Blue “Gold” Frequent flyer, usually choosing ‘Premium Economy’ flights for my reasonably regular flights between Brisbane and Perth and Brisbane-Adelaide. In the past eighteen months I have made at least fifteen (15) Premium Economy bookings (30 Flights)


During that period I have now paid for three (3) Virgin Blue “Premium Economy” flights where I have not received Premium Economy seating or the included “live-to-air” as neither was fitted on the aircraft that serviced these flights. On each occasion when I raised the issue of non-Premium Economy treatment with the cabin crew, I was treated poorly by the cabin crew (as a ‘trouble maker’) and ‘shunned’ for the duration of the flight.


In the last instance (DJ464 on 14/10/10) I did overhear cabin crew “Adam” speaking to his colleague and complaining that the Check-In staff should have advised me that the aircraft was not fitted with Premium Economy seating.

Each time the official excuse has been that the aircraft was new and not fitted with Premium Economy seating nor Live-to-air as it is a “new” aircraft. On my last flight I quizzed “Adam” about the fact that I had on two (2) previous occasions been told the same story about the aircraft being new.


I explained that I was aware that the aircraft wasn’t new (as I had flown in it almost 12 months previously on another “Premium Economy” flight) and that his story was plainly untrue. He explained that he had been told to tell me the “new aircraft” story and that the new CEO was to blame as he had put a hold on the aircraft been fitted with Premium Economy Seating as Virgin Blue were in the throes of introducing “business” class seating.


On one occasion I did get a phone call on my voicemail once during one of these flights, told the (now obviously untrue) story that the aircraft was new and hadn’t been fitted with the ‘Red Seats’ yet. I was advised by my voicemail message that next time I booked a flight, if I booked a “Corporate” fare, I would be automatically upgraded to Premium Economy.


This is a joke, as to use this I was obliged to use the Virgin Blue telephone booking which incurred even more charges (an extra $30) than online bookings. When I explained that I had a ‘free’ upgrade from Corporate to Premium economy they couldn’t ‘find’ any reference to this ‘upgrade’ on their booking system.(despite holding on the phone for almost 15 minutes whilst they tried to find any reference on this). The difference between The Corporate fare and the Premium Economy fare is only $50.00 - $100.00.

To be honest, considering I purchase Premium Economy so I can:
i. Enjoy a larger comfortable seat for journeys over 3 hours.
ii. Use my laptop.
and considering I am a Gold Velocity member, and therefore already enjoy lounge access and free baggage allowance I would have been better off financially and more importantly more comfortable with a ‘BlueZone’ seat at less than half the price. The difference is more than 50% of the cost of a Premium economy fare. (by about approx $500.00-$600.00 per flight)

The seating offered on each occasion on the ‘new’ 737-800 was worse than normal economy seating as the seats at the front rows are far narrower than the rows further back. In fact, Blue Zone seating would be more comfortable! On the last booking my wife, who is not even 70kg, found the front seat offered almost too tight for her hips and very uncomfortable. What a joke!

On each occasion there has been neither premium treatment (earphones, chocolates, water etc) nor even an apology. The only Premium Economy ‘benefit’ was that I was offered complimentary food (in accordance with the fare conditions). As I stated previously, I would be better off with a “Blue Zone” seat which at least offered wider seating than the 1st and 2nd row seats offered on each occasion. I should also point out that on the last flight from Brisbane to Perth

It seems to me that Virgin Blue is committing fraud by offering “Premium Economy” seating on aircraft it knows don’t offer “Premium Economy” seating or live-to-air or any of the other “Premium Economy” benefits.

If I tried this in my business I would be before the trade practises authorities in the blink of an eye. It would be like me selling a product with X, Y and Z features, but only delivering a product with feature X.

As it has become quite obvious to me that Virgin Blue is intentionally selling a product which they know is not available, which amounts to fraud.

By my account Virgin now owes me at least a $1500.00 refund.


Has anyone else been 'stung'?


If so I'd really like to hear from you as I am going to follow this through with the relavant authorities, including the ACCC. I don't blame the Virgin Staff, but systematic lies and fraud from the very top are someting I won't tolerate.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I guess in your circumstances, the only real difference between blue zone and premium economy was 1) the flexible ticket and 2) free food. I side with you in that I too would be ferral if I had paid for Y+ and got a standard Y. In fact, had it happen to me once I probably wouldn't have gone back for more. As the old saying goes, "fool me once...."

I have heard of this practice previously on these forums and I have been pretty disappointed that DJ don't offer better compensation. I think I speak for everyone in that DJ really need to hurry up in bringing the new business class to market.... (and before they piss off and lose all of their HVC's!)
 
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Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I found your post a little long and somewhat full of emotion, I can understand that but it clouds the intended message somewhat, for instance its not clear from your post what action you have taken after the flight, only the expectation (a reasonable one) that you should have known before check in/boarding. Have you taken it up with you bank given you have paid for a service not received?

This thread will provide you with the history and why the new aircraft dont have PE, its been known for a long time and published on the website that PB aircraft dont have PE and LTA.

http://www.australianfrequentflyer....e-velocity/virgin-blue-dj725-1-apr-22464.html



As DJ are in the midst of a fleet refresh and Boeing changed the rules (see CrazyDave's post http://www.australianfrequentflyer....rgin-blue-dj725-1-apr-22464-2.html#post313730), there are more "rogue" aircraft around at present, the good news is that next year the issue will be sorted!

DJ have been very active on this forum so I am sure you will see some input from them as well.
 
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Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

r0bs,

Whilst I cannot comment on this scenario I do find it interesting that your last post which was on June 2nd you stated the following:
r0bs said:
The bottom line is Virgin haven't delivered on their well publicised promise and are letting down their customers (again).
I travel frequently between Perth and Brisbane and now refuse to fly Virgin as I hate having to wait around in that joke of a terminal.:evil:
Am I reading that post out of context or were you referring to not flying Virgin on flights out of Perth to Brisbane :?:
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

, "fool me once...."


I thought I'd give them a second chance, but this last one was a blatent lie (as I'd flown the same 'new' aircraft many, many months before.

I've been very loyal to Virgin (even after my last dummy spit about this same issue) but this last trip has shown to me that it really is a systemic problem that needs to be stopped.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I thought I'd give them a second chance, but this last one was a blatent lie (as I'd flown the same 'new' aircraft many, many months before.

I've been very loyal to Virgin (even after my last dummy spit about this same issue) but this last trip has shown to me that it really is a systemic problem that needs to be stopped.

Well I would be p*ssed off also if I were you, paid Y+ and only get Y. The last thing JB needs is people who are willing to pay Y+ get bad treatment.

Hopefully CrazyDave would pick this up and sort it through ...
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I found your post a little long and somewhat full of emotion,


Yes, I am emotional about this.

I decided to take my wife to Perth with me this time (167,500 points + $2684.98) for our 23rd Wedding aniversary... Lets just say it didn't get off to a good start thanks to Virgin's lies. Just remember, I was trying to impress her (as she hates flying economy) and I spent a good deal of money (and cashed in all my points) to no avail. Why shouldn't I be pissed off?
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Yes, I am emotional about this.

I decided to take my wife to Perth with me this time (167,500 points + $2684.98) for our 23rd Wedding aniversary... Lets just say it didn't get off to a good start thanks to Virgin's lies. Just remember, I was trying to impress her (as she hates flying economy) and I spent a good deal of money (and cashed in all my points) to no avail. Why shouldn't I be pissed off?

Maybe you can beyond the emotion to answer my questions and read the thread I linked to? It goes a long way to answering your questions and explaining the circumstance behind what has happened, it does not explain how you have been treated and that is why I expect you will see some input on that front from a DJ staffer here shortly.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

So what you are saying is that I should have been aware of the fact that this could happen 10% of the time flying PE, that VB are aware they are fraudulently offering PE on flights they have no intention of offering PE on, and that I should accept the fact they systematicaly lie to me about why they don't have PE seating or Live-to-air. and that I should accept their BS "Upgrade" (that they can't find in their wonderful computer system - even less likely now) and that I should take my $50 and go away.... I don't think so...
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Maybe you can beyond the emotion to answer my questions and read the thread I linked to? It goes a long way to answering your questions and explaining the circumstance behind what has happened, it does not explain how you have been treated and that is why I expect you will see some input on that front from a DJ staffer here shortly.

While all that is true, I would have thought that since April they could have got the communication of non-PE sorted out, and looked at the compensation policy.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

On a side note, It'll be very interesting tomorrow when I take my elderly mum to Melbourne with me on Virgin PE (Booked before this last incident). If I don't get a PE equipped aircraft this time (or on the return journey), I'll certainly be letting VB know how I feel...................................
 
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Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Can l ask, do you fly Qantas Business Class? If not, is there a reason?

Seems like your spending a small fortune on whY+ with Virgin, why not redirect that money to Qantas where you'll know at the time of booking if there is business class available or not on that particular flight?
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Can l ask, do you fly Qantas Business Class? If not, is there a reason?

Seems like your spending a small fortune on whY+ with Virgin, why not redirect that money to Qantas where you'll know at the time of booking if there is business class available or not on that particular flight?

Good question.
As a company director I help set the policy that all flights under 3 hours be economy or Blue Zone (if available). flights from 3-7 hours premium economy or business (where PE is not available on the sector). Flights over 7 hours - Business Class. I lead from the front, so I do what I expect my guys to do.

I also find QANTAS to be overpriced, especially considering the very, very poor customer service on board (a smile once in a while would be nice) and QANTAS excells in making you feel that you should be grateful to them, especially in Business. They should amalgamate with BA, at least their intials would say it all (Bad Attitude)

I should point out that customer service from cabin crew is where VB excel! I haven't met a VB CC member I didn't feel at ease with.

I just don't like being lied to and robbed.
 
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Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I decided to take my wife to Perth with me this time (167,500 points + $2684.98) for our 23rd Wedding aniversary... Lets just say it didn't get off to a good start thanks to Virgin's lies. Just remember, I was trying to impress her (as she hates flying economy) and I spent a good deal of money (and cashed in all my points) to no avail. Why shouldn't I be pissed off?

I just noticed how much this cost you in points + cash, that's a hell of a lot of cash to pay when using that many points!
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I also find QANTAS to be overpriced, especially considering the very, very poor customer service on board (a smile once in a while would be nice) and QANTAS excells in making you feel that you should be grateful to them, especially in Business. They should amalgamate with BA, at least their intials would say it all (Bad Attitude)

Out of interest when was the last time you flew QF? I'm wondering as in the last 18 months i have noticed a massive change in how the cabin crew are, and for the better too. Perhaps it is worth trying again? I flew back on QF10 on Sunday night in the A380 and the crew were fantastic. I was talking to the cabin manager and he took me for a tour around the plane (except F). THe rest were all smiles and more than happy to get anything for you. I've also seen on Dom flights that while efficient, they are still friendly and smile.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

So what you are saying is that I should have been aware of the fact that this could happen 10% of the time flying PE, that VB are aware they are fraudulently offering PE on flights they have no intention of offering PE on, and that I should accept the fact they systematicaly lie to me about why they don't have PE seating or Live-to-air. and that I should accept their BS "Upgrade" (that they can't find in their wonderful computer system - even less likely now) and that I should take my $50 and go away.... I don't think so...


I am not saying that at all, if I was I would have actually written it :D. You still have yet to answer the question about what follow up action you have taken since your so upset over the matter and what response you got, its one thing to put the cabin crew or CSAs on the spot who may not have the power to address the issue, another to follow it through with the correct channel.

As a director of a business that has significant spend with Virgin, why have you not approached Virgin about corporate rates and asked for a rep to be assigned to your account, especially as you are based in the same town as their head office, I am sure you would find the resource handy in your times of need? Perhaps that is something worth looking at? At the end of the day cabin crew are not there as operational experts conversant with the latest fleet developments (Virgin are adding an aircraft every week or two so they were going with the most likely reason I suspect).

I agree $50 is not appropriate compensation, not is it acceptable to be lied to, let us know how your followup action goes!
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Good question.
As a company director I help set the policy that all flights under 3 hours be economy or Blue Zone (if available). flights from 3-7 hours premium economy or business (where PE is not available on the sector). Flights over 7 hours - Business Class. I lead from the front, so I do what I expect my guys to do.

Lead from the front is good, but as a "company director", l would be flying myself up the front (if possible). Your a director, also the one with the responsibility and at the end of the day, the one who gets the pineapple is things go pear shaped. Reminds me of Ingvar Kamprad (founder of IKEA and multi billionaire), who still sits in economy.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I am not saying that at all, if I was I would have actually written it :D. !

Markis10, I think it was a mixture of your tone and words to be honest, I must admit I had the same out take as Rob to your reply....



Rob, I empathise with your situation - I think it is outrageous they are still selling a service they cannot provide. Its even more annyoing to find out that DJ are very aware of this as well.

I'd take a guess their IT systems which are difficult and sporadic at the best of times, just couldn't handle an exception rule to exclude sales on certain flights - or at the very least at check in recognise this and issue a refund or re-assignment there and then. Not sure why they couldn't just put the 'rogue' aircraft on a certain route either....

BUT I have a SNEAKING suspicion that because PE is so poorly patronised, ANY fix has been put in the 'too hard' basket because the cost/benefit. You alone probably make up 50% of their total PE revenue :p;):p!!!

One thing I'd disagree with you is your observation of QF service... Suggest you give them another go they have really picked up their game in the last 18 months I've noticed. Even domestically I've noticed a great improvement.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

As DJ are in the midst of a fleet refresh and Boeing changed the rules (see CrazyDave's post http://www.australianfrequentflyer....rgin-blue-dj725-1-apr-22464-2.html#post313730), there are more "rogue" aircraft around at present, the good news is that next year the issue will be sorted!

DJ have been very active on this forum so I am sure you will see some input from them as well.

Markis10 is quite right in regard to the rogue aircraft, thought it seems strange that you have struck one so often!

r0Bs if you can DM your details, i'll follow up internally with the issues you've raised.
 
Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Markis10 is quite right in regard to the rogue aircraft, thought it seems strange that you have struck one so often!

r0Bs if you can DM your details, i'll follow up internally with the issues you've raised.
Velocity Rewards,

A personal thanks for your helpful and positive feedback on the forum. It is good to see a real attempt at customer service as it is so lacking in our community these days.
 
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