Virgin Australia ‘Platinum’ customer slams airline on TikTok

[Ade]

https://www.news.com.au/travel/travel-updates/virgin-australia-platinum-customer-slams-airline-bungle-caused-by-technical-outage/news-story/360f56ebd951939fbcffed0f833ef04a

Seems a bit *blah*, to me, especially the WP bits, but agree with the sentiment that the airline has to do the right thing by everyone …

Couldn’t find it posted elsewhere in AFF, so created a new thread. If a thread already exists, request the mods to merge please

 

[RooFlyer]

TikTok eh? Isn't that the app where you post funny dance videos? +/- disrobing at the same time? (or so I've heard ...). How did this guy do?

 

[jakeseven7]

This was in high rotation for a while in my feed as I watch lots of aviation streams obviously and others have shared cut downs of it.

If you can’t be bothered watching;

- Basically he (Mr Plat VFF) had a flight (Syd/Mel)
- Was cancelled, moved to another one. which was also cancelled
- Had to push Virgin for accom as they stranded him overnight, they gave him one ‘in middle of nowhere’
- Sent him and other passengers there, hotel had no idea what they were talking about, hadn’t heard from Virgin, they had to pay out of pocket for rack rate room costs, food etc
- Subsequently has posted viral clip to force Virgin to apologise and shame them for customer service

Virgin have responded because it’s now in mainstream media, blaming the booking tool they used for booking hotels failing…

 

[henrus]

Unpacking this in a few ways...

Googled his name and this is the 2nd result that comes up in google... "Best Law Firm Sydney"

Given the news.com article is laced with his name and his company, it smells like the kind of thing that someone would do when they want some PR.

- Had to push Virgin for accom as they Agra see him overnight, they gave him one ‘in middle of nowhere’

Mind you Virgin has a very detailed compensation policy so I'd love to know more about why the flights were cancelled.

Guest Compensation Policy - customer service | Virgin Australia

You may be entitled to the assistance set out in this policy where you have a confirmed and/or ticketed reservation on a Virgin Australia flight and we need to make a change to your reservation before or on your day of travel.

www.virginaustralia.com

and finally the most confusing part, a comment from the person as seen in the news.com said
"Now, under law they must provide me with a hotel, accommodation, and they must provide me transport. That’s the law. It’s the minimum that they can do"

There actually is no law in Australia which requires airlines to do this but you'd think as a lawyer that he'd know that right

The ACCC outlines whats actually required below, in short you can either take the next available flight or request a refund (this is not Europe) anything they offer is above and beyond (and as with every airline in Australia you're paying to get from A to B... it doesn't matter if they reroute you via C or if you're delayed that's what you've agreed to)

Travel delays and cancellations

The basic consumer rights known as consumer guarantees apply to travel, including the guarantee that services are provided within a reasonable time.

www.accc.gov.au

 

[SYD]

I haven’t watched (nor going to) but you’d be pretty pissed if VA cancelled two flights in a row? Presumably both the last flights out? Unless it was weather related, that’s not a good look - even despite any DYKWIA tantrums.

 

[jakeseven7]

I haven’t watched (nor going to) but you’d be pretty pissed if VA cancelled two flights in a row? Presumably both the last flights out? Unless it was weather related, that’s not a good look - even despite any DYKWIA tantrums.

Cancellation / on time arrival rates have not been good at VA2, this is well known due to ongoing staffing issues.

I like you am assuming it may have been later in day and as they jammed people onto other flights, some people missed out… then the hotel provision falling through would have been icing on cake for someone on edge from being cancelled twice in quick succession.

 

[Bagpuss]

Cancellation / on time arrival rates have not been good at VA2, this is well known due to ongoing staffing issues.

Which is the same situation for many many airlines.

Though Qantas seemed to have stepped up much quicker than Virgin.

 

[PERLHR]

With audience that Tik Tok has, I would say it's a shrewd move. Bet Virgin reacted pretty darn quickly. Secondly, why did VA handle the situation so wrong? Always armed with an excuse but really if their systems are such a shambles for hotels etc then perhaps their team better start looking PDQ on improvements. Thirdly, like it or.not, perhaps this chap will now move all his business from VA. I suspect he probably pays a fortune over time flying VA. I want to like VA. I fly them. I however can't help but feel they prefer going down a "gimmicky route" with silly promotions and no doubt brain storming patting themselves in the back saying what a great idea. In reality they should be encouraging biz pax back , opening lounges and providing a service that makes the high end payers come back without hesitation. Finally, Australia needs to adopt the Euro compensation method. In a nutshell: it works pretty well and holds organisations accountable as appropriate.

 

[odysseus]

I haven’t watched (nor going to) but you’d be pretty pissed if VA cancelled two flights in a row? Presumably both the last flights out? Unless it was weather related, that’s not a good look - even despite any DYKWIA tantrums.

Didn't watch, but read the article.

It sounds like the first flight was cancelled days/weeks earlier, since it says he says "bumped" and requested an "earlier' flight.
"Mr Kalantar said his problems began when his flight back to Sydney from Melbourne was “bumped”. But he shrugged it off, requested an earlier flight, and the airline found him a seat."

So it's likely only one flight that was cancelled on the day. Whereas an operational cancellation would not be called "bumped" and typically is too late for an earlier flight.

 

[pauly7]

Looks like Virgin are gearing up for a difficult day tomorrow judging from the slew of text messages going out tonight!

Busy day of traveling tomorrow hopefully it’s not too bad for everyone.

 

[RooFlyer]

Looks like Virgin are gearing up for a difficult day tomorrow judging from the slew of text messages going out tonight!

Can you share?

 

[Milefest]

Can you share?

I'm assuming these?

 

[jakeseven7]

I'm assuming these?
View attachment 322418

There’s others as well! Thunderstorms around Melbourne apparently as well.

 

[RooFlyer]

I'm assuming these?
View attachment 322418

Ah, thanks. So not necessarily a Vigin thing?

 

[MEL_Traveller]

I am surprised a ‘true’ VA platinum has the *time* to rant in tik tok!! I’m exhausted with just two flights a week!!

 

[Saab34]

They won't want bad publicity while the IPO roadshow is underway, so now would be the time to air dirty laundry as they will fix issues pronto to stop the bad press. If you mention going to the media in any complaints etc, generally it will get flagged and be dealt with differently. That is what occurred in a previous workplace I worked at, soon as a customer feedback came through threatening media, the Head of Communications was looped in and was to be resolved asap.

Soon as it his the news sites, they resolved the matter. What would be even better is if they could resolve matters before it its the press. Indicates poor internal processes if that isn't the case.

 

[anyonebutqantas]

Unpacking this in a few ways...

Googled his name and this is the 2nd result that comes up in google... "Best Law Firm Sydney"
View attachment 322336
Given the news.com article is laced with his name and his company, it smells like the kind of thing that someone would do when they want some PR.


Mind you Virgin has a very detailed compensation policy so I'd love to know more about why the flights were cancelled.

Guest Compensation Policy - customer service | Virgin Australia

You may be entitled to the assistance set out in this policy where you have a confirmed and/or ticketed reservation on a Virgin Australia flight and we need to make a change to your reservation before or on your day of travel.

www.virginaustralia.com

and finally the most confusing part, a comment from the person as seen in the news.com said
"Now, under law they must provide me with a hotel, accommodation, and they must provide me transport. That’s the law. It’s the minimum that they can do"

There actually is no law in Australia which requires airlines to do this but you'd think as a lawyer that he'd know that right

The ACCC outlines whats actually required below, in short you can either take the next available flight or request a refund (this is not Europe) anything they offer is above and beyond (and as with every airline in Australia you're paying to get from A to B... it doesn't matter if they reroute you via C or if you're delayed that's what you've agreed to)

Travel delays and cancellations

The basic consumer rights known as consumer guarantees apply to travel, including the guarantee that services are provided within a reasonable time.

www.accc.gov.au

It's not confusing at all. Virgin breached its contract with the passenger, causing the passenger loss. Therefore Virgin must compensate those losses. That's a basic principle of contract law in every common law country.

 

[MooTime]

Tik tok, oh boy the credibility.

So many want "look at me look at me" publicity.
Thank god I avoid social media.

 

[henrus]

Virgin breached its contract with the passenger, causing the passenger loss.

Sounds like you need to read the VA conditions of carriage. I’d start with section 12 which is most relevant to the news article.

Conditions of Carriage | Virgin Australia

These Conditions set out the basis on which we provide our services to you and, among other things, seek to make you aware of the unpredictable nature of air travel and the rights you have as a consumer. We recommend you read these Conditions carefully.

www.virginaustralia.com

My favourite is that VA can substitute the travel for another means if required. That means that if VA was fully booked from MEL-SYD and gave you a greyhounds ticket then technically they’re in the right although you also have the rights to ask for a refund. Section 12.5 says they’re also not eligible for any loss so I’m sorry to the person in the news article but by buying a VA ticket he’s agreed that he can’t claim his loss from them.

News flash is that the grass on the QF/JQ side is no greener and go overseas and things can get worse with ULCCs.

 

[RooFlyer]

That's a basic principle of contract law in every common law country.

Sure. Read the contract posted by henrus. The pax would have ticked/signed off that he had read and understood it. Being a lawyer and all that ...