Hi all I know we've all complained VA being enhanced bit by bit but we've just had a bit of a catalytic issue that highlights the systemic decline of VA. It seems a bit catalytic TBH.
Will try not to put too many details for privacy but we had an unaccompanied minor flight coming back from a large (i.e. 1 million plus pax club, top 15 in Oz) regional airport.
Family member and Little G arrived at check in desk ~40mins before departure but no-one at VA desk. After speaking to QF agent and security suggested they go through security (with luggage) and go to gate to sort out. This obviously took some time and they got to gate "1 minute too late" and were denied because "unaccompanied minor bookings take too long" and to "go away and find some other way home". (these are all quotes from the gate staff).
In fairness they should have ideally been earlier but due to unforeseen circumstances (recent weather events induced roadworks) the trip took twice as long as expected (from 100km away). But they still arrived *before* official check in closes and the check in was already abandoned (and UM can't do online). Why have an official policy of 30mins for check in if staff won't be there? Unlike normal bookings there is no capacity in app or online to manage - we could not contact VA to let people even know they were on the way. I understand that they were "advised" to be earlier, but that is not the same as policy.
With VA staff abandoning them and not even letting them know if other flights existed, family member called us and we tried to resolve on guest centre. First call took 20mins to answer, transferred us 4 times and then hung up. We called again, less time on hold (~15mins) and were told it was our fault for not having her there 2 hours before her, and then told there were no seats for the three flights later that day - yet online we could book both reward and $ seats. We were told their system is different and did we want to buy a ticket for another day? We were also told that we did not meet the "advised time" so the policy time was not relevant (??).
By this time someone more senior at the airport from VA that had not been invloved in any of the interactions had managed to locate family member, and organised new booking on later flight ($150 - we will seek refund) - but only because "she had 10mins spare now and now only, take it or leave it". We advised the guest centre it had been sorted and got redirected to a survey (!!)
Anyway, apologies for the rant, but it struck me as highlighting that *every* part of VA is now less functional and worse than it was previously. When everything goes alright, the service is okay but for long time WPs like me an my wife we have noticed it is not as good as it once was
But for us the great part of VA was when things went wrong, as VA staff were solutions-focused and displayed a little humanity. This is not less good as much as it has fallen off a cliff. Even is there were systems issues staff would still try and find solutions - which you appreciated even if you had to pay because at least they were keen to find solutions. Now it is the computer says no airline - and no-one is either empowered to help or interested in helping. Staff appear to think there is now zero obligation to help you and even if you are in policy, they will try and avoid responsibility and shift blame to you even if you are within policy.
The traditional support structures that were there are no longer fit for purpose - if you can even get a hold of someone online (we were on hold for an hour to book the tickets originally) they can't do anything and they seem to have *less" capacity than you do online. Gate staff have absolutely no discretion to be helpful even if they wanted to. Every announcement seems to be an enhancement.
Everything seemed to be dysfunctional:
- Staff aren't following policy
- Support structures aren't resourced or interested
- There appears to be a cultural shift of finding ways to avoid responsibility rather than support
The reason I left QF as a SG moving to WP was because of a few catalytic experiences when things went wrong - not because of the things themselves (it happens) but because there was no attempt to resolve issues.
This feels the same. When I made the move from QF to VA for this issue people told me I was cursed but repeated attempts back at QF validated my decision (at least then).
Is this another catalytic moment of an airline that won't get better or just one of those unpredictable clusterf**ks? TBH this moment does feel catalytic and every VA announcement seems to be showing an airline in decline, and it just doesn't seem like it will be redeemable. And every contact point I had was to premium/platinum, so god knows how people without status are being treated).
I will make WP this year, but is it worth continuing or should I hope someone from QF is here to give me a status match to give them another go after nearly 10 years WP at VA?
Anyway, apologies for the rant. Is this other people's experiences and representive, or am I over-reacting and are there some bright spots I'm missing and should focus on?
Will try not to put too many details for privacy but we had an unaccompanied minor flight coming back from a large (i.e. 1 million plus pax club, top 15 in Oz) regional airport.
Family member and Little G arrived at check in desk ~40mins before departure but no-one at VA desk. After speaking to QF agent and security suggested they go through security (with luggage) and go to gate to sort out. This obviously took some time and they got to gate "1 minute too late" and were denied because "unaccompanied minor bookings take too long" and to "go away and find some other way home". (these are all quotes from the gate staff).
In fairness they should have ideally been earlier but due to unforeseen circumstances (recent weather events induced roadworks) the trip took twice as long as expected (from 100km away). But they still arrived *before* official check in closes and the check in was already abandoned (and UM can't do online). Why have an official policy of 30mins for check in if staff won't be there? Unlike normal bookings there is no capacity in app or online to manage - we could not contact VA to let people even know they were on the way. I understand that they were "advised" to be earlier, but that is not the same as policy.
With VA staff abandoning them and not even letting them know if other flights existed, family member called us and we tried to resolve on guest centre. First call took 20mins to answer, transferred us 4 times and then hung up. We called again, less time on hold (~15mins) and were told it was our fault for not having her there 2 hours before her, and then told there were no seats for the three flights later that day - yet online we could book both reward and $ seats. We were told their system is different and did we want to buy a ticket for another day? We were also told that we did not meet the "advised time" so the policy time was not relevant (??).
By this time someone more senior at the airport from VA that had not been invloved in any of the interactions had managed to locate family member, and organised new booking on later flight ($150 - we will seek refund) - but only because "she had 10mins spare now and now only, take it or leave it". We advised the guest centre it had been sorted and got redirected to a survey (!!)
Anyway, apologies for the rant, but it struck me as highlighting that *every* part of VA is now less functional and worse than it was previously. When everything goes alright, the service is okay but for long time WPs like me an my wife we have noticed it is not as good as it once was
But for us the great part of VA was when things went wrong, as VA staff were solutions-focused and displayed a little humanity. This is not less good as much as it has fallen off a cliff. Even is there were systems issues staff would still try and find solutions - which you appreciated even if you had to pay because at least they were keen to find solutions. Now it is the computer says no airline - and no-one is either empowered to help or interested in helping. Staff appear to think there is now zero obligation to help you and even if you are in policy, they will try and avoid responsibility and shift blame to you even if you are within policy.
The traditional support structures that were there are no longer fit for purpose - if you can even get a hold of someone online (we were on hold for an hour to book the tickets originally) they can't do anything and they seem to have *less" capacity than you do online. Gate staff have absolutely no discretion to be helpful even if they wanted to. Every announcement seems to be an enhancement.
Everything seemed to be dysfunctional:
- Staff aren't following policy
- Support structures aren't resourced or interested
- There appears to be a cultural shift of finding ways to avoid responsibility rather than support
The reason I left QF as a SG moving to WP was because of a few catalytic experiences when things went wrong - not because of the things themselves (it happens) but because there was no attempt to resolve issues.
This feels the same. When I made the move from QF to VA for this issue people told me I was cursed but repeated attempts back at QF validated my decision (at least then).
Is this another catalytic moment of an airline that won't get better or just one of those unpredictable clusterf**ks? TBH this moment does feel catalytic and every VA announcement seems to be showing an airline in decline, and it just doesn't seem like it will be redeemable. And every contact point I had was to premium/platinum, so god knows how people without status are being treated).
I will make WP this year, but is it worth continuing or should I hope someone from QF is here to give me a status match to give them another go after nearly 10 years WP at VA?
Anyway, apologies for the rant. Is this other people's experiences and representive, or am I over-reacting and are there some bright spots I'm missing and should focus on?
