VFF gold carry-on allowance

[ceefly]

Keen to get others thoughts/experience on this.

Recently checked in at the Priority counter and the agent insisted that the carry on baggage allowance for Velocity Gold members is to total 7kg only, whilst the 2x7kg allowance was only for business class passengers.

My understanding is that Velocity Gold members are entitled to 2x7kg small carry-on as stated on their website (Carry-on baggage allowance | Virgin Australia). I showed the check in agent the website on my phone but they insisted it was 7kg total only.

Given the very long lines at the time (6am on new-years day!) I didn't want to hold up the line any further, but figured I'd just confirm via an email to VFF later. Was a bit surprised to receive this email response from them:

Hi Ceefly

Thank you for contacting us about your inquiry regarding your carry-on baggage allowance.

We sincerely apologize for the confusion this has caused you.

Please note that Gold members are allowed to bring two small carry-on bags weighing a total of 7 kg on flights booked in Economy Class.

On the other hand, we can confirm that flights booked under business class are permitted to bring two small pieces carry-on baggage weighing 7kg each.

To learn more about the carry-on baggage allocation, please refer to the link below.
Carry-on baggage allowance | Virgin Australia

Hope this clarifies the query.

If there's anything else we can do for you, please visit our website www.velocityfrequentflyer.com or call our Membership Contact Centre on the number below.

Kind Regards,

Am I just reading the info on the website wrong?

 

[AIRwin]

Welcome to your first post! What size was your bag (standard vs small)?

 

[ceefly]

Both small and within the size guidance of "small pieces" on their website (48cm x 34cm x 23cm).

Either way the email advice of "Please note that Gold members are allowed to bring two small carry-on bags weighing a total of 7 kg on flights booked in Economy Class." looks to be (in my opinion - happy to be corrected!) contradictory to what is stated on their website. I did politely point this out in a reply to the email but didn't receive a response.

 

[Happy Dude]

You've been dudded @ceefly and given contradictory advice or the website is wrong.

I've never once had my carry on queried by VA check-in or gate staff, and based on my observations, no-one else has either. It's common in to see EconX pax with a roller, laptop bag and a handbag.

 

[AIRwin]

@ceefly Which airport was this?

 

[RooFlyer]

Recently checked in at the Priority counter and the agent insisted that the carry on baggage allowance for Velocity Gold members is to total 7kg only, whilst the 2x7kg allowance was only for business class passengers.

That appears to be incorrect, based on my reading of what's on their web site, where Gold members are treated the same as Business passengers.

 

[ceefly]

You've been dudded @ceefly and given contradictory advice or the website is wrong.

I've never once had my carry on queried by VA check-in or gate staff, and based on my observations, no-one else has either. It's common in to see EconX pax with a roller, laptop bag and a handbag.

Agreed, this has also never been an issue for me on numerous VA flights. I assumed that this was an oversight by the check-in staff at the time (it happens to us all). But it was rather disappointing to then be given the same incorrect advice via email, particularly given that this was from the Velocity Gold email contact address.

Sounds like VA may need to provide additional training to their staff to ensure they are providing correct and consistent information to customers on this.

Anyway, the consensus here on this is clear - thanks everyone for your input.