Your great Virgin Australia experiences!

[Noob]

Here is a place to post any great experiences you have had with Virgin Australia - whether just a very helpful staff member, or a perfect trip from beginning to end post it here!

 

[jsd]

I'd like to tip my hat to one particularly helpful person / team of people, they know who they are


*Hint: They frequent these forums quite often



Thats right Virgin Australia or @VirginAustralia on Twitter, stand up and take a bow and give yourselves a pat on the back, you genuinely deserve it

 

[777]

Thats right Virgin Australia or @VirginAustralia on Twitter, stand up and take a bow and give yourselves a pat on the back, you genuinely deserve it

Have you got an entry in the competition at the moment by any chance?

Actually, yes, they're pretty good. I will grant that.

 

[StevePER]

Thanks for the reminder, just filled in the feedback form about the great cabin crew last night.

 

[stuartfaz]

I'm on my first flight since the switch tomorrow, MEL-CBR in Y+.

Will be veeeery interested to see what's changed in real terms.

 

[The Rok]

Here is a copy of a letter I wrote to JB last month..

Re: Feedback, Flight VA30 Abu Dhabi – Sydney, April 27th.

Premium Economy Cabin, Staff member Anna (sorry, no surname)

I would like to pass on some feedback regarding a staff member of yours who I believe gave exceptional service on a recent flight. As per the above flight we were travelling from Dublin on a EY/VA flight booked in Premium Economy through V Australia.

This was my first ever long haul international in Economy or Premium having always travelled in Business Class so I was not looking forward to the flight. When we got onboard Anna came and introduced herself and did the usual 5 star treatment from a Virgin staff member, worthy of a compliment but not the reason for this letter. The flight service was excellent, well beyond what we received from Etihad, or what I have received from BA or QF in the past. The service was what I could only describe as genuine and real, not paid customer service.

We were due to land in Sydney at 06.20am. Our connecting flight back to Perth was not until 13.20 so we had a very long wait. There was a 08.00 flight however I did not book it as I was afraid we would not make it. I had explained this to Anna during the course of several conversations on the plane and Anna was most helpful in directing us where to go upon arrival in Sydney.

Before we landed in Sydney Anna went to the Business Class cabin and managed to get us two spare Express Path Cards for Immigration at Sydney so that we could try to catch the earlier flight. We had just come off an 8 hour flight from Dublin onto a 15 hour flight from Abu Dhabi and we were in no fit state to wait around in the Sydney lounge for 7 hours (I am Velocity Gold). We were really desperate to make the 08.00 flight to Perth to end our holiday on a high.

We cleared immigration and were waiting for our bags when Anna and some other crew came up to the luggage carousel. She asked us what our bags looked like and both she and another crew member helped us to look for them and off load them. We managed to find two of our bags before Anna had to leave with the other crew. Anna directed us where to go and how to get there quickly, thanked us for flying V Australia and wished us luck on getting the earlier flight.

We dashed to the Virgin Transfer desk, walked up the line and before I could even open my mouth to the lady on the desk she promptly asked “Are you Dermot & Melody?” WOW, not only had Anna remembered our names, she had gone to the transfer desk before us, knowing I was Velocity Gold and would go to the Business Class line and had told the lady on the desk that we were coming and that we were in a hurry and to help us if she could. The transfer desk held a bus for us for a few minutes and told us to go straight to the domestic check in with our bags as that would be quicker.

Upon arrival at the domestic terminal we ran to the Business Class check in, got our flights changed, baggage checked and did not even have time for a coffee in the lounge before boarding the plane. It was the fastest sprint of our lives and one we are so glad we did, but, we would NOT have made that flight had it not been for Anna.

What Anna did was well and truly over and beyond what could be expected of any employee of any company. The level of service, care and dedication that was offered when your employee had collected her bags and was effectively on her way home has made me a loyal Virgin flyer for life.

Flying from Perth to Dublin we could of taken many different routes, Per-Sin-Lhr or Per-Kul-Lhr etc. We choose this route as being a Velocity Gold member I enjoy lounge access. We were dreading the longer flights however Anna made it pleasant and enjoyable.

I believe Anna is a credit to your company and one whose service should be replicated throughout the airline. I hope that Anna receives a pat on the back for this, sometimes a “well done” from a senior manager within the group can inspire an employee to repeat what they do over and over again to more customers.

In summary, thank you to Anna, and thank you to Virgin Australia.

 

[yogi]

Wow, that really is customer service at it's awesomest. Well done to Anna and what a good reflection on her and then some onto the organisation.

I recently put in an expression of interest to work for VA and if I, the people I work with and one day in the future the people I might train and inspire could do that, gees, I would be thrilled.

 

[The Rok]

What was more impressive was that I got a signed letter back from JB himself thanking me for the feedback and saying that he would personally makes sure that my regards and a pat on the back were passed on to Anna by himself.

 

[yogi]

Goodness me.

The sad thing at a broader level is that customer service is not actually a hard thing to do, though it can be a trickier thing sometimes to do well. It is a very personal thing though and needs to be supported with an organisational way of going about things that supports it.

 

[Sifor]

What was more impressive was that I got a signed letter back from JB himself thanking me for the feedback and saying that he would personally makes sure that my regards and a pat on the back were passed on to Anna by himself.

So it wasn't one of those photocopied signatures? If so that's great.

 

[The Rok]

So it wasn't one of those photocopied signatures? If so that's great.

Nope, hand signed it would appear in blue pen....

 

[N860CR]

My story is nothing special, but provided a good contrast. I was on a short overnight trip to Brisbane for a meeting and at the last minute my better half decided to come with me (so we were on separate bookings booked so late that I couldn't link them).

Flew down on QF and upon asking for seats together at the QP I was told "if you wanted to sit together you should have booked together". Nice!

Upon arrival at the BNE DJ lounge, before even asking, the agent said "oh, we can't have you seated apart". They went to change the seats but then said the flight was full but to go get a drink and she'd fix it. A few minutes later, two seats in row 1 with full premium economy service.

For interests sake, I'm QF SG and DJ Gold.

 

[Deleted member 29185]

Like others, I usually book a late return flight on 1 day jaunts in case I get held up.

Often, if I arrive at the airport earlier than expected and despite being on the cheapest fares, I ask for and receive an earlier flight if seats are available. Just one thing that has really impressed me with VA and that kind of customer service ensures my loyalty.

 

[Undercover Brother]

Like others, I usually book a late return flight on 1 day jaunts in case I get held up.

Often, if I arrive at the airport earlier than expected and despite being on the cheapest fares, I ask for and receive an earlier flight if seats are available. Just one thing that has really impressed me with VA and that kind of customer service ensures my loyalty.

I ahve been impressed with the same service, even back as a lowly Red member. It's something we are not entitled to, but it doesn't hurt to ask, and I am sure it doesn't hurt to actuallymove a customer.

In one instance, it was a CSA at a gate for a flight thta had left long ago, just doing paperwork. I asked to be mvoed to an earlier flight if available, picked up the phoned, talked shop, then printed a new boarding pass right then and there, told me which way to the gate. Amazing. QF need to take a long hard look at service like this.

 

[leemin]

I ahve been impressed with the same service, even back as a lowly Red member. It's something we are not entitled to, but it doesn't hurt to ask, and I am sure it doesn't hurt to actuallymove a customer.

In one instance, it was a CSA at a gate for a flight thta had left long ago, just doing paperwork. I asked to be mvoed to an earlier flight if available, picked up the phoned, talked shop, then printed a new boarding pass right then and there, told me which way to the gate. Amazing. QF need to take a long hard look at service like this.

Agreed. In February I was flying to SYD from MEL and arrived at the airport much earlier than expected.

As I check in at the desk, I was offered a seat on an earlier flight without charge, given my early arrival. As a Velocity Red on a Blue Saver fare, I was certainly impressed.

On this occasion I declined as I had to kill time somewhere - either The Lounge in Melbourne or the Sydney CBD. I chose the Lounge. But I made sure she knew I was very thankful for the offer.

 

[medhead]

I can add to the being moved to an earlier flight list. Last Tuesday atthe premium entry in SYD. I got a cold and couldn't go to work. Turned up for an 8pm flight at 10am. I didn't even have to ask to be changed - in fact I was prepared to sit around all day. But it was offered and the kind person showed real interest in my situation, understood why I couldn't go to work and mentioned getting better.

It seems to me that this level of service is standard fare. There have been some outstanding situations mentioned here. However, I think it is the consistent high standard of service that makes flying VA a great experience.

 

[Jurahn]

This is from another thread I posted a few months ago - first ever time flying with Virgin (PER-SYD-PER). (was - and still am - a lowly Red member although that should change after the flights to/from the US later this year!)

I have to give sincere thanks to the staff of The Lounge at Sydney Airport. I'm a migraine sufferer and unfortunately was struck by one of these rotten things on the drive back up the coast to Sydney. By the time I dropped the rental car off, I was feeling pretty vile (and of course unable to take the medication I needed to up until that point, as I would have been incapable of driving the car). At the airport, I needed somewhere quiet to be able to rest (fat chance in Terminal 2) and hope that the meds would kick in as boarding a long flight to Perth with a full-blown migraine just didn't bear thinking about, so I decided to buy an entry pass for The Lounge. This was around 5.5 hours before the flight and I didn't realise until afterwards that if you buy a pass, you're not actually supposed to access The Lounge any earlier than 2 hours before your flight. However, the girl at The Lounge reception desk couldn't have been nicer and didn't mention anything about it being too early for me to go through and she also very kindly had a look to see whether she could get me an aisle seat on the plane (which she promptly changed for me). In hindsight, I must have been looking like death warmed up so she probably took pity on me! Anyway, I was able to find a quiet corner and let the tablets start to work, and later on was able to have something to eat and drink when I was feeling better. If I hadn't been able to access The Lounge when I did, I don't know what I would have done and my sincere thanks go to that lovely staff member - she really helped me out of a very distressing situation and the other staff in The Lounge were all very friendly and helpful also.

 

[stuartfaz]

I flew Premium Economy with "Australia" for the first time, after being an extremely loyal customer to "Blue".

Very impressed with how quickly they've refitted MEL T3 with VA paraphernalia. Priority check-in and security all set, in the new red and purple digs.

Went into the newly-renovated VA Lounge at T3. It is AMAZING. I was a fan of the old lounge, but the new one is damn fine, to the point where I'm not sure how they managed to create it out of the space they formerly had. Staff were very polite and courteous, and I made the most of a slight flight delay to have a few beers on the 'verandah', overlooking the tarmac.

Boarded the flight to a nice variety of 'welcome back', 'mister' and 'Sir'. Interesting thing was they didn't bother charging for L2A, they just switched it on. Took my seat in Y+ (only one) and we took off. As soon as we leveled, they brought the cart around and I (instinctively) took my wallet out to grab a beer.

'Oh no, you don't pay. You're special.'

'So what can I get?'

'Whatever you like. One of everything, if you wanted.'

I'll admit that I briefly considered taking the hostess up on this offer, but, suitably impressed, I made my order and she threw in a couple of things she thought I may not have considered.

By the end of the flight, I was pretty much convinced these guys are getting it right. The product now matches the service skills Virgin has always had.

Get on board.

 

[striking]

I am fortunate enough to be able to select my flight times/class/airlines as all my flying miles are spent out of my own pocket.

January this year I decided to focus all my flying on Virgin, as I was seeing very little value in flying with QF. Flying 4-6 flights per week since, I have seen a marked improvement to the quality of the product. I have been opuped after takeoff, preselected row 3, exit row offered, offered earlier flights.

I love flying, and always loved airports. Virgin really makes the experience feel special again! Especially as a Gold Velocity member

 

[Deleted member 24491]

In early May, I booked a flight from MEL-OOL for late June under the old booking (Blue Saver, Flexible) fare types. I was unable to change the Flexible fare type online and contacted VA for assistance.

Whilst I don’t regularly rely on telephone support, Ra from the Brisbane Priority Assistance team resolved the matter in minutes. An asset to VA!