What?! A post about Virgin doing something good?

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DaleS

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Aug 5, 2011
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Good Virgin Part 1

I had business in Canberra last Thursday so I decided that rather than getting up at sparrows fart to drive to OOL then connect via SYD I would take advantage of the direct OOL-CBR flight at 21:05, stay Wednesday night and be refreshed and ready to go in the morning. I purchased a regular fare and upgraded with points to business (Kudos point - I also like the way this is so easy to do from manage my bookings page - if an upgrade is available it's just a couple of clicks and your done with no need to ring VFF. Brickbat point - I can do this because I have plenty of points and certainly can't use them on any international flights as nothing is ever available.)

So all went well to start, got a close to the terminal park, visited the lounge, on time boarding, seat 1A on the E190 & pushed back on time.
Then we sat for a few minutes on the apron before the captain came on to tell us about our flight and he mentioned there was some suspect weather in Canberra and some fog about. Soon we were on our way, got the minestrone soup with the chicken which was nice, chatted with the FA and then relaxed and listened to some tunes. About 30 minutes out the captain came on to say that the conditions had deteriorated at CBR and the fog was thicker. He advised that the plan was to attempt a landing but there was the possibility of a diversion.

Soon the cabin was prepared for landing and we began our approach and from the window I saw we were getting lower and could see lights. We continued to descend as normal then suddenly we powered up and began to ascend. The chatter amongst us pax and the FA was would we try again as there was a great view of the lights of Canberra & Parliament House but it was also obvious that there was a big patch of low cloud around the area of the airport. However that was soon put to rest by the captain announcing that "the company" had decided that we would be heading for Sydney. With that we made a fairly sharp turn and they gunned it as it was already about 22:35 so we had to make it by curfew. After what seemed like no time at all we were preparing to land at SYD.

Upon landing the captain again came on and apologised for the inconvenience but conditions prevailed against us. When we pulled up at the gate the door was opened and there was a discussion with ground staff about what was to happen then the FA announced that we were to all proceed to the gate area and wait for instructions. Soon enough everyone was off and milling around the gate and it turns out that there was 52 of us. Within 5 minutes the staff announced that we would all be provided with accomodation and booked on the 8:05 am flight Thursday morning. 2 staff then manned the desk and the supervisor asked everyone to please form 2 lines. Having previously experienced a diversion I knew to stand close to the desk and so was third in line for my voucher. Mine was for the Adina and it was clearly explained that I should collect my bags, take a taxi and keep the receipt and that a shuttle would be supplied for the morning trip back to the airport and I would have to check in again. Kudos point - I was aware of the procedure but importantly it was clearly explained to everyone both by the staff issuing the vouchers but also by the supervisor to those in line who were not sure and who had not experienced something like this before.

Turns out we pissed off all the taxi drivers queued up as 50+ people all needed 5 min fares. Not sure what they were expecting from a closed airport - pax magically appearing wanting a fare to Penrith? We caught the staff at the Adina a little on the hop as they weren't expecting a rush but once again being at the front of the line meant my wait was pretty short and soon I was in my room. Interesting night.
 
Good Virgin Part 2.

So with a 5:30 alarm my plan to avoid an early start was now in ruins. Checked my work emails and then showered and went down to the lobby to meet the 6:30 shuttle. Our group of 12 all bonded by the experience chatted amongst each other then piled into the van back to the airport. I grabbed a mom and her young son and took them to the priority check-in and also offered them lounge access however the son wasn't particularly interested and wanted to look at some shops so they declined. I avoided the security lines by heading to the Premium entrance and was soon inside the busy lounge but found a seat and got a coffee and some food.

After a while I saw the other couple from business on my flight and they told me that as there were 3 minors on the flight the supervisor from last night had checked in and stayed with them at their assigned hotel to make sure they were ok and got back in time to make the flight. I think that is pretty impressive as no doubt she had not expected to be doing this when she arrived for work that day. The rest of the journey proceeded without a hitch and I was in Canberra in time to pickup my car and make it to my 1st appointment.

So my point to this little missive is that with all the despair, gloom and frankly some pretty ridiculous posts and comments about VA after the recent changes and everything else Virgin I thought a little good news could somewhat counteract the recent discourse. No VA are not perfect but my 8 recent flights, bookings, service and everything else over the last 2 months since the VFF announcement - which one could conclude by reading AFF that many thought the world was coming to an end - have been totally positive. Nothing stands out but neither was anything bad - it was all efficient and got me where I was going and back again without any problems. This is nothing more than I would expect and is the service VA provides.

So this flight where things did not go as planned was handled in a totally professional manner, the service provided was excellent and the outcome was that 52 pax who didn't make it to Canberra on Wednesday night all got there on Thursday morning. With the debate about VA being full service, LCC or whatever this issue was handled perfectly & I can't complain about any of it. Everyone involved on Wednesday night and many times on the morning flight VA staff apologised for the inconvenience and while that may be platitudes it was offered and I can't doubt the sincerity.

So that's it. I'll leave it for everyone to comment.
 
Um back to the simulator for the captain? Seriously can't do a instrument landing in this day and age?
 
Along with the joystick.... In Microsoft 2016 Simulator in "sully" mode.... All good ;)
 
If the OP could make sure that the VA supervisor in SYD is recognized for taking care of the unaccompanied minors that would be great, when staff do things right it's nice to be able to give them recognition to their employer.

I'm guilty of giving VA web site and IT team a justifiably hard time but most of the VA Frontline staff are pretty competent so thanks to the OP for an informative account of this.
 
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Soon enough everyone was off and milling around the gate and it turns out that there was 52 of us. Within 5 minutes the staff announced that we would all be provided with accomodation and booked on the 8:05 am flight Thursday morning. 2 staff then manned the desk and the supervisor asked everyone to please form 2 lines. Having previously experienced a diversion I knew to stand close to the desk and so was third in line for my voucher.

Do they do anything to try take care of Business / Platinum / Gold first at all?
 
Love it! Good on you for sharing - it seems we all jump on the bandwagon like a lynch mob when things don't go according to plan. But conversely, we all applaud a positive review and yours has come with impeccable timing. I was running out of sarcastic replies to some people's posts and was hoping for a nice, easy conversation that would invite a pat on the back.

Thank you for sharing!
 
Love it! Good on you for sharing - it seems we all jump on the bandwagon like a lynch mob when things don't go according to plan. But conversely, we all applaud a positive review and yours has come with impeccable timing. I was running out of sarcastic replies to some people's posts and was hoping for a nice, easy conversation that would invite a pat on the back.

Thank you for sharing!

Agreed - I have been disheartened with the recent changes, and have my own frequent complaints sent on service to Virgin, particularly regarding the disgraceful food they serve coast to coast, but they do have good customer service, particularly their call centre IME, and this is a timely reminder of their good side.
 
I have been held up by weather twice now when flying with Virgin.
One was overseas and the other in Australia.
One was a full 737 load and the other was just the 2 of us (missed last onward flight due to weather hold ups).
Both times were handled really well with accommodation, food and transport vouchers and yes as status pax were were called out first.
 
and yes as status pax were were called out first.

From the post, that wasn't the OPs experience as a business pax (or forgot to mention it).

I'm now curious as to whether an airline is responsible for the well being of unaccompanied minors in this situation. They accepted the pax and clearly the FA would not be sleeping in the same room so I wonder what if a child went sleep-walking out onto the road ......
 
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