UM issue highlights systemic VA decline across all areas - will it get better?

[henrus]

IF VA policy states check-in closes 30 minutes before departure, OP should raise a complaint to VA stating that nobody was at check in within that timeframe, VA will investigate.

This. VA can check the details in the system and even get CCTV footage from the airport so if the times listed above are right then a complaint is due.

Arrival time at the gate itself was 29mins before - which admittedly was 1min too late (which is what they were told)

Once VA flights are switched over from check in to boarding then it really is too late compared to Qantas who can even move someone onto a flight during boarding their system is a lot more inflexible.

I know that ideally they should be there 60mins before, but VA documents pretty clearly show this is a "recommendation",

This is what you need to state in the complaint, remove any emotions and just state you are requesting a refund for the 2nd flight as you arrived on time, no one was at the check in desk 40 mins prior, the 60 mins is a recommendation not a rule so if the 40 mins time is correct (and they will very likely investigate) then you are in the right.

State that due to the lack of staff at check in you went through security and arrived at the gate 29 mins prior to as which point it was too late. Don’t put any quotes from staff or the like as you won’t get anywhere.