V Aust sold my Long Haul ticket, Should I be seeking Compensation?

[anat0l]

Maybe for them - QF will happily sell a 70min DOM-INT connection in Sydney, but I guess they do have the Bus.

The Virgin group has a bus too from T2 to T1, and from what I can comfortably guess from the OP because she was booked all on the same itinerary, her transfer should have been simple and free of charge.

 

[farstar]

It seem poor customer loyalty to me. It seems to me that the passengers could have made the flight if Virgin had wanted to make an effort (they could have even delayed the departure) but instead they sold the seats to people who decided to book with another airline.

And making them wait 24 hours, couldn't Virgin put them on a flight with another airline as there are lots of SYD-LAX flights.

 

[straitman]

It seem poor customer loyalty to me. It seems to me that the passengers could have made the flight if Virgin had wanted to make an effort (they could have even delayed the departure) but instead they sold the seats to people who decided to book with another airline.

And making them wait 24 hours, couldn't Virgin put them on a flight with another airline as there are lots of SYD-LAX flights.

farstar,

They certainly did the wrong thing by their passengers but as pointed out by trooper in post #15 they did not really sell the seats to other people.

 

[farstar]

farstar,

They certainly did the wrong thing by their passengers but as pointed out by trooper in post #15 they did not really sell the seats to other people.

No they sold it to another Airline for their customers, not that much different.

 

[munitalP]

It would be interesting to see virgins spin on this - in fact I am surprised our resident virgin employee poster hasn't commented... maybe he reserves his comments for happy thoughts only?

Perhaps virgin looks at increasing their Minimum Connection Time a tad to add some redundancy into transfers with possible delays. This is a good example of an airline employee making an uninformed decision IMHO

To the original poster - I hope your party in NYC was good, because I would be betting you would have needed a few stiff drinks after this virgin horror. Flying Qantas next time?

munitalP

 

[markis10]

The Virgin group has a bus too from T2 to T1, and from what I can comfortably guess from the OP because she was booked all on the same itinerary, her transfer should have been simple and free of charge.

I would say thats where they were held and no BPs were issued, as the seemless transfer lounge at gate 37 is where you need to check in. Had they made their way to the other terminal I doubt the outcome would have differed.

 

[anat0l]

I would say thats where they were held and no BPs were issued, as the seemless transfer lounge at gate 37 is where you need to check in. Had they made their way to the other terminal I doubt the outcome would have differed.

They need to check-in at this gate? Why would Virgin not check them in from their first port of departure? Although it doesn't apply to the OP, this question would be especially true if their bags are already set up to be checked all the way to their final destination (interlined)?

I hope that when the Virgin group in the Australasian region is finally conglomerated, they can actually do a real interline so full check-in all the way can occur.

 

[NM]

I have been in a similar situation with a delayed connection at least twice. Each time handles slightly differently to this report. My experiences were:

1. BNE-SYD-LAX with QF. The BNE-SYD was delayed and there were about 20 connecting passengers for the SYD-LAX flight. We arrived into SYD about 10 mins before scheduled departure of the SYD-LAX flight. An announcement was made before landing into SYD for all passengers except those connecting to LAX to please remain seated to allow the LAX passengers to get off first. We were herded to the transfer bus which was waiting for us. On arrival at the international terminal the QF ground staff herded us through immigration and direct to the gate where rest of the passengers had already boarded and were awaiting our arrival. So the SYD departure was delayed about 45 mins and most of that was made up in the air. From memory we arrived into LAX about 10 mins late. Bags were even successfully transfers in SYD.

2. FRA-LHR-SIN. My BA flight FRA-LHR was delayed and eventually arrived into LHR T1 about 45 mins before scheduled departure of my QF10 flight LHR-SIN. I made the fastest every transfer from T1 to T4 and made it to the boarding gate before boarding closed. However, QF assumed I was a mis-connect (they knew my FRA flight arrived very late) and someone had been given my seat so my boarding pass was rejected. This caused them some issues as I had presented myself for boarding before boarding closed. They managed to find me another seat - can't remember if if was better or worse, but think it was in my booked cabin (Business class). My bag did not make the connection.

So back to the reported situation. As others have suggested, V Australia made the determination that the delayed inbound flight was not going to allow the passengers to make their connection. I expect their options then included holding the SYD-LAX flight to allow the passengers to make the connection (similar to my option 1 above). However, being an evening departure there may have been issues with missing the SYD curfew if delayed too long, though the report seem to indicate any delay would have been fairly minimal.

The other option was to decide those connecting passengers were not going to make the LAX flight and then look to fulfil any waitlist/standby passengers who may be hoping to get onto the flight (possibly due to other flights delays).

It seems V Australia chose the second option for reasons only known to those who made the determination.

 

[markis10]

They need to check-in at this gate? Why would Virgin not check them in from their first port of departure?

Thats one for DJ to answer, however by not handing over a BP at initial check in (bags are through checked) it does allow them more flexibility as was the case reported here, to the disadvantage of the passenger:



Domestic check-in connecting through Sydney:

Guests check-in at the domestic port, where their bags will be checked through to their final V Australia destination. They will also receive a transfer wallet, which contains a map of the transfer port and a bus pass to use in Sydney. Upon arriving in Sydney, guests should head to the transfer lounge at Gate 37, where they can check-in for their international flight. Once they have received their boarding pass for their VA flight, they will be shown downstairs to the transfer bus, which will take them over to the international terminal. ** If issued VA boarding pass at the transfer lounge at Gate 37 then guests are not required to check-in again once they arrive at the international terminal.

Domestic check-in connecting through Brisbane:

Guests check-in at the domestic port, where their bags will be checked through to their final V Australia destination. They will also receive a transfer wallet, which contains a map of the transfer port and a bus pass to use in Brisbane. Upon arriving in Brisbane, guests should head to Gate 39, where they check-in for their international flight at the transfer desk. Once guests have received a boarding pass for their VA flight, they will be shown downstairs to the transfer bus, which they catch over to the international terminal. ** If issued a VA boarding pass at the transfer desk at Gate 39 then guests are not required to check-in again once they arrive at the international terminal.

Domestic check-in connecting through Melbourne:

Guests check-in at the domestic port, where their bags will be checked through to their final V Australia destination. They will also receive a transfer wallet, which contains a map of the transfer port. Upon arriving in Melbourne, guests should head to the V Australia check-in, which is located at the International check-in area. This is where guests will receive their boarding pass for their V Australia flight. ** The Domestic and International terminals are connected.


V Australia > Virgin Blue Connections

 

[notzac]

Am wondering if this policy of not issuing boarding cards at point of departure has/had anything to do with the New Skies res systems? And if so, will it be "fixed" so that boarding cards get issued at point of departure?

I guess people are used to getting onwards boarding cards with QF, though I don't know that that always happens when going across to other carriers even within the same alliance ... it seems to work well for QF/AA (and BA too I assume?), though MX wasn't able to issue BA boarding cards for me late last year.

 

[MelUser]

I think there are a few issues here but it reall does scare me about flying VAUST on their transfer system. Perhaps best to fly VAUST only from the international port - ie SYD - LAX or BNE - LAX. Otherwise qantas. From Melbourne, United is a smoother tranfer as it is international terminal to international terminal without the need for a bus or other ground transportation. The only annoying thing is the need to go through international security again in Sydney.

I have flown QF - MEL-SYD-SFO with 60 minutes in SYD. I am doing this again next month. Last time I did this, I was running to the gate at SYD international and the gate person told me not to worry as they were still waiting for the BNE passengers! I believe that Qantas would hold the plane for its passengers. (The other thing they have done is at check in, put me on the next MEL-SYD plane so as to increase time in SYD).

 

[docjames]

I believe that Qantas would hold the plane for its passengers. (The other thing they have done is at check in, put me on the next MEL-SYD plane so as to increase time in SYD).

I suspect it depends on the number (legally) connecting - if it's only 1 or 2, it's probably better (read: cheaper) to let the flight go. If it's masses (10-50) then better to take a delay in the hope of making up time in flight.