Trying to keep this brief....and maintain a cool head about the way Virgin ripped me off on Christmas Eve.....
- Cousin flying over to visit us in Karratha from Melbourne (via Perth is the only way to get here for those that may not know). I offered to use points for the Perth-Karratha sector, so told him he only needed to book Melbourne-Perth.
- I confirmed with him that he had included his Velocity Frequent Flyer number in the MEL-PER booking
- When I made the booking for the connecting flight I ensured to add his Velocity FF number there too. The ticket cost me about 14000 points since it was done about four weeks prior departure.
- Time between flights was supposed to be 60 minutes (which I thought was ample)
- When he reached MEL airport, Virgin refused to check his bag right through because they were 'different booking numbers'. I told him to show them the printout of booking, Velocity FF card etc. to prove it was him (and no one else) who was planning to travel onwards...but they wouldn't budge
- Starting to get a bit edgy, I started working the phones whilst he was in the air...called Velocity Gold number, explained the case - guy on the line said 'yes it is our policy he will just have to pick up bags and re-check in at Perth'. I mentioned that it would probably be tight given Perth baggage handlers...he said tell cousin to approach ground staff and they 'may be able to help'. I asked if I could change his flight to the next one (two hours later) - the guy says sorry - only can change more than 24 hours prior.
- As it turned out, flight was delayed by about 25 minutes. Ground staff did not assist in any way, and further said even if they could, they have nothing to do with Frequent Flyer point bookings.
- Basically didn't allow my cousin to board the flight or check in his baggage
- I got on the phone again with Velocity Gold - asked if they could assist in any way - sorry says the lady - pay about 350 in cash or about 46000 points for the next flight which departs in two hours.
- Being Christmas Eve and wanting to have him over (rather than spend Xmas Eve in Perth airport and take the next days flight which was about 20000 points cheaper), I had to pay Virgin their ransom points.
- Their Customer Service has been appalling with statements such as 'Exceptional customer service is at the heart of our airline' (but sorry we can't help you with a refund so buzz off...or words to that effect) I really thought they'd at least refund EITHER of the two fares but no such luck..
- Oh and today I've FINALLY been shown where it is mentioned that they won't allow you to check bags through if they are on separate booking numbers (because I thought I had searched the relevant pages)....guess what it's not under BOOKING or PLANNING...it's under the 'EXPERIENCE' tab below things like Airport Lounges and Airport Parking etc.....go figure!!!
- So, moral of the story...am going to use up my Velocity points (have already started) and write to them to ask them to cancel my Velocity membership....yep I'm serious.....they don't seem to have changed from being a third-rate 'budget' airline...will just keep my Qantas status and points - don't need to use Virgin if there is a (far superior) alternative...wish I could present someone with my Velocity Gold membership (anyway have had no use of it flying out of Karratha)
- Rant over....apologies if too long...good night