Virgin Australia Saves the day

[kevrosmith]

But I think Qantas have recently changed the cut time, to make it longer.

Yes, I received this information back on 10-July-2015.

We've made checking-in easier with a range of different check-in options for domestic and regional Qantas flights:

• Using your Qantas app or mobile check-in
• Online check-in at qantas.com
• Auto check-in via SMS
• At the kiosks, Q Card Readers or check-in desks when you arrive at the airport

New domestic and regional check-in times from 5 August 2015

To help us get you to your destination on time, and because check-in is now easier than ever, we'll be closing airport check-in for all domestic and regional flights 30 minutes before departure. This means that customers travelling without checked baggage will need to be checked-in at least 30 minutes before the flight's scheduled departure time.

For our Qantas Club members, Gold, Platinum and Platinum One Qantas Frequent Flyers and customers travelling in Business, you'll be able to check-in at the airport lounges or Premium Service Desks up to 20 minutes before your flight departs, if you have no bags to check-in.

For customers with checked bags, there is no change, and you need to ensure you have checked your bags in at least 30 minutes before departure. International check-in times are not affected by this change.

I wonder what happens if you check-in at 31 minutes before the flight, and it takes 2 minutes to process your bag through the self-service bag-drop. Does it not accept your bag?

I do find the OP's situation unfortunate, and in different circumstances, I think they may have gotten themselves and their bags on the flight. Lots of variables here: checking-in before getting to the airport and they may have snuck a late bag through. Going direct to a service desk rather than finding the wandering agent: I'd head straight to the Business class/Platinum bag drop desk. Obviously, the attitude of the wandering agent stinks (may I clarify whether "VIP phone call" were your words or theirs?) but in the end, they unfortunately probably have to deal with the same situation numerous times throughout the day. Before I ever get to a staff member, I size them up and pick which one I think I'm gonna get a better attitude/response from: there are many situations where you can judge a book by its cover, and this is one instance.

And as medhead indicates, grass is not always greener on the VA side. I'm regularly on both VA and QF in both Y and J, and QF is mostly miles ahead in terms of onboard service in Y, while VA is giving a good run in the J cabin, though there's plenty of hit-and-miss stories floating around this forum too.

 

[serfty]

...

... (I will just have to work my way up to Platinum from Red which will not take long) ...

...
4) ask Virgin for a status match....

Do ask for match but as a backup research for "Virgin Australia Pilot Gold" ...

 

[Quickstatus]

Hmm. Another "Never again".

A sample size of one. QF was good for a while but you would jump ship after one negative experience?.

I wonder what you will do when VA "stuffs up" ?. Come back to qantas?.

Happy for there to be less in the QF platinum pool. Unfortunately now there may be one VA plat.

The impression that I get when reading the post is that there is an expectation that QF ground staff have extra sensory perception. Hmm maybe that's a platinum benefit I was not aware of.

If this was going the other way ( going from VA to QF) I would write the same post - just replace VA and QF with any two airlines you wish. (Though I'm only FF with VA and QF).

 

[Jousams]

Contrary to some of the posts here. I've found Virgin to be very effective when things go wrong (late check in, weather events, system issues, etc), and definitely more so than QF & NZ. Further to this i find their staff more personable, which really helps in these situations.

OP, welcome to the dark side. I think you will enjoy it over here, especially our premium entries & exits and priority boarding (that works).

 

[OzEire]

Gosh some AFF'ers are so pious. Let the OP have a cathartic rant if it makes them feel better; there's no need for the self righteous replies.

As for "QF bashing", call it what you like. A QF employee chose not to make the minimal effort to help a Plat FF member achieve a good result which would have been hugely appreciated and build their loyalty... End result the customer will spend their money on a rival airline.

 

[cmon0005]

Although I have never lived in lower blue mountains I have relatives there and have on occasion driven from there to the airport there is no way I would only leave 2 hours for that drive.

You'll be back..

 

[Milefest]

I had a similar experience last year where I left home irresponsibly late (as usual).

Arrived at the airport with half an hour to spare, went to one of QF's bag drop kiosks and I wasn't able to check my bags in due to being past the cut off time. One of QF's staff saw me having trouble and took me to a check in desk, bypassing the queue. They were able to push it through and my bag made it on the flight in time.

I think you were just unlucky, there are bad employees regardless of the airline they represent.

 

[straitman]

Along with many here I believe the OP probably should have left for the airport a little earlier. (Ever 10 min would have done).
Having said that there is no reason for people to get on their high horses with guns blazing. AFF is about sharing experiences and outcomes and that's what the OP has done here. There are always lots of what ifs that don't change the facts.
Both QF and VA get it really right sometimes and really wrong other times but are both still infinitely better than most American and European domestic type carriers.
We will each will make our future decisions based on our own experiences and that of others so thanks to the OP for your detailed post.

 

[Pug1]

Along with many here I believe the OP probably should have left for the airport a little earlier. (Ever 10 min would have done).
Having said that there is no reason for people to get on their high horses with guns blazing. AFF is about sharing experiences and outcomes and that's what the OP has done here. There are always lots of what ifs that don't change the facts.
Both QF and VA get it really right sometimes and really wrong other times but are both still infinitely better than most American and European domestic type carriers.
We will each will make our future decisions based on our own experiences and that of others so thanks to the OP for your detailed post.

Straitman, as a relatively new AFF member I agree that many of the responses here seem to be quite rude and self righteous and unfortunately this thread is not the first one where I have noticed this type of response. We all make mistakes and could perhaps do better on occasions; but civil responses should be the "norm". At the moment Sydney Airport seems impossible to get to by car most mornings and I would be leaving at least an additional 1 to 2 hours to get to the desk.

 

[Denali]

Although I have never lived in lower blue mountains I have relatives there and have on occasion driven from there to the airport there is no way I would only leave 2 hours for that drive.
You'll be back..

As someone that lives in the western burbs and gets to see the M2 in gridlock from 6.20am every day, as I do my 4.5klm walk to work commute, I agree that 2hrs from the mountains wasn't enough time because of the "what if" factor but you live and learn.

I was once told that if I have never missed a flight, I "waste too much time at the airport". Personally Im happy to "waste" some time if it means I don't experience the stress that OP did.

Even when I have a 11am international flight, I still leave home about 6am because of the what if factor (remember, I live in the burbs). Its either sit in traffic for 2hrs or sit in the lounge for 2hrs. Once Im there and checked in I can relax, until then Im anxious to get to the airport in time.

Im glad OP was able to make his destination.

 

[straitman]

Straitman, as a relatively new AFF member I agree that many of the responses here seem to be quite rude and self righteous and unfortunately this thread is not the first one where I have noticed this type of response. We all make mistakes and could perhaps do better on occasions; but civil responses should be the "norm". At the moment Sydney Airport seems impossible to get to by car most mornings and I would be leaving at least an additional 1 to 2 hours to get to the desk.

I was going to send you a PM but thought it might be worth stating again in public.
If you see responses that you believe might 'cross the line' then please use the report post function. This immediately alerts admin and all the mods so they can then make a decision on it. Incidentally just because you don't see an outcome does not mean that it hasn't as we never feedback what has or has not been done to tidy up a situation. This may vary from editing or deleting posts (obvious) to giving a warning or infraction. (not obvious)

 

[Ausbt]

Further to this i find their staff more personable, which really helps in these situations.
.

I agree. I've turned up late for flights with VA myself and have just been put on a later flight no drama. Have been flown-ahead more times than I can remember. Sure, we have more singlets and certainly more thongs in the lounges (even saw the entire Collingwood squad in there one day - can you imagine the horror?!) but you'll find VA a breath of fresh air. And Priority Boarding - I love reading the QF PB whinge-thread, it's great value. Somehow VA sorted this out, can't be that hard surely.

 

[Quickstatus]

When to leave home.....
For me I add the following into the equation.

Departure time
Complexity of itinerary
International vs domestic
Online checkin
Time of travel to airport - peak vs non peak
Rental vehicle and refuelling plan.
Self parking at remote long term parking
Planned time in airline lounge
Checked luggage
Number in travelling party
Which airport

The easiest way to minimise missing flights is to add fat or pad your timing. The number one padding is to avoid using departure time. Instead I replace departure time with boarding time. My rule of thumb is 30 minutes for Domestic and 1 hour for international. So for 0800 departure my new departure time is 0730 for domestic and 0700 for international.

Then add extra padding when any of the above factors are in play for your journey.

It appears that QF did try to reaccomodate to a later flight - 1035. However it was not acceptable as it was too late. Did it mean that QF was inflexible that they could not reaccomodate to traveller earlier than 1035?. And VA could get them on an 0830 was more helpful?. Of course not. SYD-ADL there is no flight between the 0800 and 1035. QF offered their next flight. VA also offered their next flight which was 0840. Full marks to the OP for thinking laterally - and dash across the carpark to make the 0840 VA and making it in time for an on time checkin

The airline's first priority in this case is to ensure the on time departure of the aircraft. There are 150 or so others on that aircraft plus freight. Those passengers arrived on time. I dare say some of them travelled long distances to get there on time and some of them may have important meetings too.

I think airlines should stick to their departure slots and now allow late passengers. The new policy of QF to close checkin at certain times is a good idea for ensuring on time departures.

 

[eric2011]

Gosh some AFF'ers are so pious. Let the OP have a cathartic rant if it makes them feel better; there's no need for the self righteous replies.

As for "QF bashing", call it what you like. A QF employee chose not to make the minimal effort to help a Plat FF member achieve a good result which would have been hugely appreciated and build their loyalty... End result the customer will spend their money on a rival airline.

As with any "Bashing" you only get 1 side of the story. Who knows if it is dead accurate especially when the "bash" is in a matter of minutes and it makes a good story. I certainly know that if I am rushing and panicking etc etc I am not going to have a clue if it 8.02 or 8.05 or even 8.15, or even if I heard the customer service person actually say goodbye to their sweet heart.

I know I will get a good bashing from all you people who don't like what I've written. Many will think the same but not write it

 

[Quickstatus]

As with any "Bashing" you only get 1 side of the story. Who knows if it is dead accurate especially when the "bash" is in a matter of minutes and it makes a good story. I certainly know that if I am rushing and panicking etc etc I am not going to have a clue if it 8.02 or 8.05 or even 8.15, or even if I heard the customer service person actually say goodbye to their sweet heart.

I know I will get a good bashing from all you people who don't like what I've written. Many will think the same but not write it

Interesting that the traveller in this case was late by their own admission but has this pious belief that:
1) the airline should delay an aircraft for them.
2) that the ground agent who was on the phone should have read their minds and realised their situation and hung up on their caller immediately
3)that the conversation the agent was having on the phone was less important that their predicament just because the traveller overhead them using certain words.

If I'm late, I'm late. No one else's fault.

Again full marks to VA for getting a traveller to their destination and the OP for thinking laterally. And full marks to QF for ensuring on time departures.

 

[medhead]

Interesting that the traveller in this case was late by their own admission but has this pious belief that:
1) the airline should delay an aircraft for them.
2) that the ground agent who was on the phone should have read their minds and realised their situation and hung up on their caller immediately
3)that the conversation the agent was having on the phone was less important that their predicament just because the traveller overhead them using certain words.

If I'm late, I'm late. No one else's fault.

Again full marks to VA for getting a traveller to their destination and the OP for thinking laterally. And full marks to QF for ensuring on time departures.

1) no need to delay the aircraft
2) they were only late because of that phone call
3) if it was a business related call then using words like "bye bye love" is rather unprofessional



On the topic of timing to leave home, with the valentine's day reference by the OP I've assumed they were travelling on Sunday. Aiming for an 8am departure that means they left home at 6 am, on sunday.

 

[DC3]

There seem to be newbie mistakes/oversights in this. I've made a few but have tried to learn lessons from them.

 

[JohnPhelan]

I agree. I've turned up late for flights with VA myself and have just been put on a later flight no drama.

Which is exactly what QF offered to do in this circumstance.

 

[DC3]

... On the topic of timing to leave home, with the valentine's day reference by the OP I've assumed they were travelling on Sunday. Aiming for an 8am departure that means they left home at 6 am, on sunday.

I read it as travelling on Monday, Post #1 being made on Tuesday, referring to yesterday's flight.

 

[Quickstatus]

1) no need to delay the aircraft
2) they were only late because of that phone call
3) if it was a business related call then using words like "bye bye love" is rather unprofessional



On the topic of timing to leave home, with the valentine's day reference by the OP I've assumed they were travelling on Sunday. Aiming for an 8am departure that means they left home at 6 am, on sunday.

I thought OP arrived at checkin 2min late - At 0732?. So prob left home at 0500-0530. That's too late from lower blue mountains on a weekday.

Still late though