Things Virgin Australia Does & Doesn’t Do Well

[MooTime]

I love a tie for special occasions.
Look smart, class.

 

[ben95]

Just returned from Bali and my 1st time flying VA for SHI. I was both disappointed and surprised.

Check in at MEL T2 was disaapointing. The priority counter lacked the usual VA purple bollard or any retractable belt thing to indicate the start of the line so was a bit confusing. Also holding a non-aussie passport apparently was too much for VA's check-in system so it took 3 agent (apparently some training going on and the first agent had to explain everything he was doing to the 2nd agent and at the same time make small talk with us) and some manual data entry and over 10 minutes to check me in. Also the staff forgot to put on priority tags for my checked baggage ;(

On return at DPS I was pleasantly surprised - the check in counter was doing 3 flights at the same time but there was barely any queing. The local ground service contractor even managed to get full VA branding onto all the monitors above the desks and they had the usual bollars at both the economy and priority queue entrace! Something VA could not manage to do at Melbourne where they have plenty of those just next door at the domestic check-in. There was no chit chatting, everything was friendly but more importantly extremely efficient, took no more than 3 minutes for my bags to be checked and boarding passes issued, with my bags properly tagged. At the gate boarding was done with full VA standard, even the announcements are word for word what you'd hear at a domestic VA flight. Boarding was from a bus gate, and the first bus was reserved for premium + passenger requiring special assistace, and the staff even made sure to not disembard the 2nd bus until the passenger from the first bus could make their way onto the air stair, truly ensuring priority boarding was done well.

Of course the staff on both flights were lovely as usual. The same could not be said for the business seat if you have a lap infant. The seat itself is comfortable but the centre console really made it difficult to put the baby down for a nap caz the seat is not wide enough - highly recommend to just book an extra economy seat and if you have 2 parent traveling then you'd get the whole row to yourself.