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

[r0bs]

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

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.

Actually I agree, I was too harsh in my judgement of Qantas. A couple of months ago I booked an "around the world" fare for a product launch we were having in Birmingham. Unfortunately a Volcano had other plans....

I flew Business in an A380 SYD-SIN with QANTAS before coming to a complete halt and then back again SIN-SYD on the A380 (which my friend was piloting) and the crew on both occasions were FANTASTIC. Qudos to 'Jenny' who was a QANTAS fill-in on the way over to SIN. I submitted a written compliment to QANTAS on arrival in SIN.

I guess I am really talking about the domestic services where BC is offered. Some of those dragon ladies have some real attitude.

I should point out that I still have the full ticket to use at a later date, and I look forward to flying the A380 again.

Flew PE on DJ334 from BNE-MEL today and the CC were so pleasant. Maybe it is an age thing???

 

[crazydave98]

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

Since this issue was first raised on AFF in April we have responded in two ways. The immediate response to what was an inadequate level of compensation was to increase the amount from $50 to $200 per sector (some will argue this is still insufficient). We are also standardising the PE product on the "rogue" aircraft as far as possible by introducing portable entertainment units and ensuring the other elements of the onboard product (food, beverage, papers, chocolates etc.) are the same as on aircraft equipped with the convertible seats. Unfortunately, and as much as we want to, we cannot retrofit the convertible seats for reasons explained in the April thread (links elsewhere in this thread). This will be the sole missing piece of the PE product (IMHO the digEplayers are much better than live2air but others will feel otherwise). The guest otherwise receives the fare flexibility, the increased baggage allowance, Lounge entry etc.

The OP commented that he found the narrower seats unacceptable and NM suggested they should instead be seated in Blue Zone overwing exit seats with blocked middle seat (which then of course just creates a problem with people who have bought Blue Zone so we would have more than twice as many people upset). Some people will still want to sit up front, some would prefer to sit in wider seats with less legroom at say row 4 - it would be nice if we could offer a choice of these or Blue Zone where they had not been sold, but I don't think it will be practical. We also have further plans for the rogue aircraft and our new premium product so this problem won't exist for too long in any case.

I'd like to apologise to the OP and he will be looked after by Velocity Rewards.

However I would also like to set him straight on a few things. First, no-one is "lying from the top down". It is only the newer aircraft in our fleet that don't have the PE red convertible seats - and yes the oldest of our newest aircraft is just over a year old. Second, the rogue aircraft cannot be restricted to certain routes (on which we would then not sell PE) without destroying utilisation and increasing costs and limiting our ability to recover from disruptions. Our practical choice is to not sell Premium Economy at all anywhere in the network despite most B737 aircraft being suitably equipped, or to sell it knowing that most of the time it will be delivered and have compensation procedures in place where there is delivery failure, in the same way that if we fail to deliver someone to their destination in a timely manner because a flight is delayed we will compensate guests. And, as noted above, do what we can within reason to mitigate the risk of delivery failure. It's not perfect but we take feedback from this forum and listen to our guests and do our best.

cheers
CrazyDave98

 

[nlagalle]

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

Cheers.
Wow, talk about burning points.

View attachment 1344


I only have 1,055 Velocity points. Does anyone have a favorite charity where l can donate them too?

Far out that is expensive!! a QF JASA is cheaper than that by nearly 50%!!!! what a waste!

 

[r0bs]

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

but it may well be the case that the PE fare was purchased because the passenger wanted the PE seat and not due to the flexible nature of the fare rules. It may be that if the passenger wanted to fly in an economy seat they would have purchased a cheaper fare and been happy with the fare restrictions. In this case the additional fare they have paid in order to get a PE seat may be considerably more than the difference between PE and say the Corporate Plus fare.

If I had paid for PE and landed an aircraft without PE seating, I would expect to be given a Blue Zone seat with middle seat blocked and all other PE amenities as a minimum. Then I would expect an immediate refund (not just a credit voucher for future travel) of the difference between PE and Blue Zone less the cost to purchase on-board meal that would have been provided as part of the PE fare. And if Live2Air was not available on the flight, I would expect the refund to include the normal cost of viewing L2A.

This is EXACTLY why I purchase a PE seat instead of a Corporate seat. I want the room. I'm not small (100kg) and I suffer from mild claustrophobia and find an Economy seat just too difficult to manage on a long flight.

Happily go BNE-MEL in Economy, but 5 1/2 hours to Perth? No way! Live-to-Air is a bonus, but would have happily read a book - IF I HAD BEEN INFORMED PRIOR TO THE FLIGHT. Because I hadn't been informed on any of the occasions prior to boarding the aircraft, I didn't even get the chance to purchase some reading material! There is only so many times you can re-read the same in-flight magazine....

 

[r0bs]

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

Since this issue was first raised on AFF in April we have responded in two ways. The immediate response to what was an inadequate level of compensation was to increase the amount from $50 to $200 per sector (some will argue this is still insufficient).
cheers
CrazyDave98

You are right, It's not enough.

 

[Oneworldplus2]

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

Because I hadn't been informed on any of the occasions prior to boarding the aircraft, I didn't even get the chance to purchase some reading material!

Good tip for air travel (l'm sure almost everyone on AFF will agree with this).

Always take a book/reading material (iPod, etc, etc) on a flight. You just never know. AVOD has also known to malfunction on QF Transcon flights too. It happens.

 

[oz_mark]

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

Since this issue was first raised on AFF in April we have responded in two ways.
.....

CrazyDave98,

Thanks for your explanation of what has occured since the last time the issue was raised. It's good to know that concerns raised here are responded to by the company.

 

[oz_mark]

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

Always take a book/reading material (iPod, etc, etc) on a flight. You just never know. AVOD has also known to malfunction on QF Transcon flights too. It happens.

...and there is a goodly mixture of product on the QF trans-con. You may have an AVOD flight. You might not.

It's a pretty tough gig when you upgrade products as it takes a while to get fitted to all the aircraft, so you have to do your best to avoid 'rogue' aircraft.

 

[r0bs]

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

We are also standardising the PE product on the "rogue" aircraft as far as possible by introducing portable entertainment units and ensuring the other elements of the onboard product (food, beverage, papers, chocolates etc.) are the same as on aircraft equipped with the convertible seats. Unfortunately, and as much as we want to, we cannot retrofit the convertible seats for reasons explained in the April thread (links elsewhere in this thread). This will be the sole missing piece of the PE product (IMHO the digEplayers are much better than live2air but others will feel otherwise).

cheers
CrazyDave98

On the flight I took to Perth last week, after all 4 PE PAX complained, we were offered DigiPlayers. Of the 4, the one offered to my wife didn't work, and no replacement was forthcoming.
I don't understand how you can say that they are better (in your HO)?? They offer the movies that L-2-A offers and a couple of other programs and a lot of music. The ONLY advantage they have is that they are a bigger screen.(which you have to sit on your tray table). Can you explain why you think the DigiPlayer is better? It is certianly better than NOTHING, (which is what I had on the previous two flights) if that is what you mean.

BTW, No other PE "niceities" were offered, not even water. (until the in-flight service started)

 

[r0bs]

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

However I would also like to set him straight on a few things. First, no-one is "lying from the top down". It is only the newer aircraft in our fleet that don't have the PE red convertible seats - and yes the oldest of our newest aircraft is just over a year old. ........................
cheers
CrazyDave98

CrazyDave,

DEFINITION OF A "LIE FROM THE TOP DOWN"

When a Crew Member tells you that the reason that the aircraft is not fitted with PE seats is because the aircraft is only three (3) weeks old and hasn't been fitted with PE seats yet....
AND
You have had the same story told to you via a phone message over eight months ago.....
AND
You have flown in the very same aircraft nearly 12 months ago....
AND
When you quizz the CC about the 'three' week old aircraft, which isn't, and they admit this is the story they have been told to tell because "the new CEO won't fit them with PE seats" (unable / unwilling, doesn't matter) "as they will soon be fitted with BC seats"

Then I'd call that "lying from the top down"



MY REAL QUESTION IS: Why hasn't anyone else exposed this previously. Surely I am not the ONLY PE flyer here?

 

[r0bs]

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

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This just does not make sense to me. Is that velocity points + cash payment for a premium economy award BNE-PER return for 1 person or 2 people? Sounds extremely expensive either way.

Two PAX, my wife and myself ($1,049.00 each, each way) - Up from $990 six months ago.

YES, SERIOUS dollars.

 

[straitman]

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

Cheers.
Wow, talk about burning points.

View attachment 1344


I only have 1,055 Velocity points. Does anyone have a favorite charity where l can donate them too?

Pick me :!:

 

[r0bs]

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

I am just surprised at how many people take up an issue with people who cannot do anything to fix the problem, especially "company directors" who should understand the importance of feedback and empowerment. In this case , put yourself in the shoes of the crew, what can they do, waive their wand and change the aircraft, do we expect all the crew to know the history of the aircraft they are operating given DJ have 57 737's and in the last month alone added two new frames?

By all means express frustration, but at least do something about it in a positive sense, provide feedback to the people that can do something about it, get on the phone to DJ HQ and ask for a corporate manager to give you a good deal and solve your issues, read about why its happening and what changes are coming etc etc so you are forewarned and for armed in future.

Blowing off steam makes you feel better but constructive action gets results IMHO.

Maybe the issue still exists because by and large the problem was raised with the wrong people, to put things in context this is the second thread in 6 months about the issue, I count at least 12 737s operating each day that would be putting customers in the same position! I agree the OP has been treated badly based on their side of the story, and that it should not be happening, unlike QF, DJ have had a long and active participation in this forum so the more we hear of such happenings the better chance they are reduced moving forward, the fact PE is not being continued is indicative of this.

I don't expect the on-board staff to be able to do anything about this problem, but I certainly think it fair to let them know that I would have liked to have known about it before I got onto the aircraft! I realise that it is not their problem.

My phone calls to Customer service have been hopeless. As I stated, last time they offered me an "upgrade" from Corporate to PE...Which they could not then 'find' in the system. They have you by the proverbial.

I have written to to John Borghetti in this instance as I have got nowhere with the customer help line or the web complaints portal (got an automated response saying they'd get back to me within 21 days! - still nothing)

I'll let you know what happens.

 

[markis10]

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

I don't expect the on-board staff to be able to do anything about this problem, but I certainly think it fair to let them know that I would have liked to have known about it before I got onto the aircraft! I realise that it is not thier problem.

My phone calls to Customer service have been hopeless. As I stated, last time they offered me an "upgrade" from Corporate to PE...Which they could not then 'find' in the system. They have you by the proverbial.

I have written to to John Borghetti in this instance as I have got nowhere with the customer help line or the web complaints portal (got an automated response saying they'd get back to me within 21 days! - still nothing)

I'll let you know what happens.

Thanks for answering my question about what you did post event, as you can see from the response here there are people that are in a position to make things happen on this board. We get a lot of people who fly by, drop a complaint and dont do anything to help themselves, if a company does not know it has a problem its hard to fix it which I am sure you can understand.

Appreciate your follow up!

 

[r0bs]

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

Good point Jake!
It's not as if they misplaced a set of car keys. It's a vital multi million dollar piece of equipment. They know where they are at all times (at BNE HQ) and using IT as an excuse is pretty poor, if they do indeed go down that path. Sure, a plane switch here and there may occur, but as Markis10 pointed out in a previous post, this has been an ongoing issue and DJ are advertising PE seats where none exist.

Selling PE on a plane that they know doesn't have PE with prior knowledge would amount to some type of fraud l would say. (Maybe l am wrong???)

I hope that the OP does get a refund of some sort and that these issues can be sorted out for the better. (eg; A refund and to put the icing on the cake maybe even comped DJ Gold for a few years as a sorry???)

Also, good on DJ for coming to this forum, trying to help resolve such issues. It seems that there are now 2 DJ employees (I assume) who are seriously trying to help shape the airline for the better and not puppets like "Red Roo" who l think needs authority for above them and proof reading of their posts before he/she can post.

CrazyDave and Velocity Rewards @DJ, well done on your efforts.

I also wonder why they put these "rogue aircraft' into service on long flegs such as BNE-PER,???
Surely "boys book of logistics" would tell you that putting these aircraft on BNE-SYD or SYD-MEL would at least lead to people being less pi**ed off?

We are talking about serious money here...

 

[serfty]

Since this issue was first raised on AFF in April we have responded in two ways. The immediate response to what was an inadequate level of compensation was to increase the amount from $50 to $200 per sector (some will argue this is still insufficient). ...

The difference in the Cash and points cost for this route is significant:

• Blue Saver: 6900 points & $239 or 30600 and

• Premium Y:6900 & $998 or 139900

• Difference: $759 or 109300 points

IMHO, $200 is Hardly close to adequate compensation.

I discount "Fully Flexible" as the OP wanted more space, not a flexible ticket.

... We are also standardising the PE product on the "rogue" aircraft as far as possible by introducing portable entertainment units and ensuring the other elements of the onboard product (food, beverage, papers, chocolates etc.) are the same as on aircraft equipped with the convertible seats. ...

It seems from the OP that this amounted to free water in this case ... is this correct?

 

[r0bs]

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?

QANTAS was almost twice the price (for business). I've been saving my QANTAS points for a special trip to England mid next year. I currently have about 700,000 QFF points.

 

[r0bs]

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

The difference in the Cash and points cost for this route is significant:

• Blue Saver: 6900 points & $239 or 30600 and

• Premium Y:6900 & $998 or 139900

• Difference: $759 or 109300 points

IMHO, $200 is Hardly close to adequate compensation.

I discount "Fully Flexible" as the OP wanted more space, not a flexible ticket.


It seems from the OP that this amounted to free water in this case ... is this correct?

For short sectors (say BNE-SYD) I usually book the cheapest fare, as I am nearly always guaranteed my choice of aisle as I am a Gold Velocity member. I normally book a fully flexible ticket for the flight back, so happy to accept the return journey would 'normally' be Fully Flexible, BUT I will only take the flight if blue-zone seating is available if the flight is over 2 hours (say BNE-MEL). So I ALWAYS take Blue Zone as a rule on the shorter flights. (Besides it is the only seating, other than PE where I can actually open my laptop!)


On the other note: No, free Sandwich and a hot meal for my wife, 2 cans of drink. (Very expensive food )

 

[Oneworldplus2]

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

Crazy Dave has given an explanation of what has been going on and why.

Put a * when advertising Y+ = on selected routes only.


R0bs - Depends on how you book the J Ticket on QF. Using points (like you did 1 time for a holiday with your wife on the BNE-PER route), it's half the cost compared to DJ, and you get points and status credits too (JASA's).

 

[r0bs]

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

The difference in the Cash and points cost for this route is significant:

• Blue Saver: 6900 points & $239 or 30600 and

• Premium Y:6900 & $998 or 139900

• Difference: $759 or 109300 points

IMHO, $200 is Hardly close to adequate compensation.

And I haven't been offered ANYTHING yet for this last flight, let alone $200..... NOT EVEN A SORRY...