No meal service trans-tasman, inquiry to VA about why is bizzare

[CPMaverick]

I guess this post has acouple purposes. One, I am keen to understand the VA policy towards meal service trans-tasman. Second, I want to post VA's response to my inquiry, and interested if people here think it is appropriate or not.

Summary:

Flew to AKL via BNE on a one-way ticket. I got a full meal service, etc. Didn't think much of it. Then I had a ~$2500 open jaw round trip AKL-BNE-USA-SYD-MEL.

On my flight AKL-BNE in the morning, I noticed they skipped me for the meal. No big deal as I ate in the lounge. But the crew were also avoiding my eye contact which was weird. I just wanted an OJ. The second cart came by and I asked for an OJ. The FA told me that I was flying a 'cheap ticket' and so I would have to buy OJ. But she could offer me water, coffee, or tea. I was kind of surprised but whatever, I got a water. That was it. Other people around me got meals, in fact one guy didn't even open his and they tossed it, so he didn't buy it I'm sure. So I was a little confused, and a little worried I wouldn't get fed BNE-LAX, but I did.

Anyway, a bit after my flight I sent a message to VA saying I didn't understand how I was on a cheap ticket, when I spent a fair bit. So I asked how I can know before flying if I get a meal or not so I can plan ahead next time. Here is their response:

Response #1:

[FONT=Arial,Sans-Serif]Thank you for taking the time to share your experience with Virgin Australia.

I am sorry to hear you were disappointed with the service provided on your flight. I can understand the meals were not provided on your and we did not meet your expectations. I also apologise for the inconvenience caused to you.
[/FONT]
(blah blah several canned sentences about service followed)

Not very happy with this, I responded:

Hello-

Please understand my complaint. I did not have a special meal request. However I was refused food service of any kind.
I would appreciate an explanation about which fare classes get meals so I can plan ahead next time

Their response:

Thank you for your recent email.

I apologise for the inconvenience. However, on checking with the relevant department, I understand that there was no meal request updated fro your end. As your booking was done with Travel agent, we request you to contact them for further assistance.

Now, I did book with my company travel agent, but I wanted to know how to advise them. They are USA based and I doubt they are going to tell me about meals? Maybe I am confused. But it sounded to me that they are thinking about special meal requests, not food service in general. So I responded again

I lost my reply but it was basic, similar to my first, but saying that I didn't want a special meal I just wanted to understand who gets fed on these flights! Here was their response.

Thank you for your email and follow up response. I am sorry for the disappointment you have experienced.
After re-evaluation and final review, I would like to advise that your concerns have been appropriately addressed. No further action or follow up will be provided.

If you do wish to pursue this matter further, please feel free to now follow up with an external body.

I am shocked that they aren't interested in helping me! I don't want compensation, I am not threating to sue to quit flying VA. I just had a simple question. If I am being dumb please let me know. I'm sure some people here have the answers to my question, but I really thought eventually someone at VA would care. Guess not :/

 

[williamsf1]

I guess this post has acouple purposes. One, I am keen to understand the VA policy towards meal service trans-tasman. Second, I want to post VA's response to my inquiry, and interested if people here think it is appropriate or not.

Summary:

Flew to AKL via BNE on a one-way ticket. I got a full meal service, etc. Didn't think much of it. Then I had a ~$2500 open jaw round trip AKL-BNE-USA-SYD-MEL.

On my flight AKL-BNE in the morning, I noticed they skipped me for the meal. No big deal as I ate in the lounge. But the crew were also avoiding my eye contact which was weird. I just wanted an OJ. The second cart came by and I asked for an OJ. The FA told me that I was flying a 'cheap ticket' and so I would have to buy OJ. But she could offer me water, coffee, or tea. I was kind of surprised but whatever, I got a water. That was it. Other people around me got meals, in fact one guy didn't even open his and they tossed it, so he didn't buy it I'm sure. So I was a little confused, and a little worried I wouldn't get fed BNE-LAX, but I did.

Anyway, a bit after my flight I sent a message to VA saying I didn't understand how I was on a cheap ticket, when I spent a fair bit. So I asked how I can know before flying if I get a meal or not so I can plan ahead next time. Here is their response:

Response #1:



Not very happy with this, I responded:



Their response:



Now, I did book with my company travel agent, but I wanted to know how to advise them. They are USA based and I doubt they are going to tell me about meals? Maybe I am confused. But it sounded to me that they are thinking about special meal requests, not food service in general. So I responded again

I lost my reply but it was basic, similar to my first, but saying that I didn't want a special meal I just wanted to understand who gets fed on these flights! Here was their response.




I am shocked that they aren't interested in helping me! I don't want compensation, I am not threating to sue to quit flying VA. I just had a simple question. If I am being dumb please let me know. I'm sure some people here have the answers to my question, but I really thought eventually someone at VA would care. Guess not :/

Not all fares on the trans tasman include food – yor travel agent must have booked you in one of those cheaper classes that does not include and buy on board

Trans Tasman | Virgin Australia

 

[N860CR]

Not all fares on the trans tasman include food – yor travel agent must have booked you in one of those cheaper classes that does not include and buy on board

Trans Tasman | Virgin Australia

Would have been much easier if Virgin simply told the OP that, rather than the pretty disgusting series of emails they chose to se

 

[JohnK]

I flew BNE-AKL return last year and didn't realise until late the cheap tickets didn't include meal.

 

[suze2000]

I really hate it when you write an email like that and the canned response completely misses the point of the email.

It usually results in a series of increasingly frustrated emails from me until someone finally READS the original properly.

They see one key word and reply to that, without reading the rest. It's infuriating.

 

[RooFlyer]

Would have been much easier if Virgin simply told the OP that, rather than the pretty disgusting series of emails they chose to se

Especially that last, "Get stuffed" one.

 

[williamsf1]

Would have been much easier if Virgin simply told the OP that, rather than the pretty disgusting series of emails they chose to se

Agree that the reply was BS … especially the 2[SUP]nd[/SUP] one, they did not speak to the relevant department, if they did the reply would have been similar to my post. This is the issue with using templates and a team that does not understand the complaint or the product the company offers

 

[Simo]

IMHO VA are dropping back to being a LCC

 

[MarkD]

IMHO VA are dropping back to being a LCC

They have dropped back already. They actually never were a full service airline but at least in DJ days you knew exactly what you were getting i.e. a seat on a plane. They have actually turned into a festering pile of cough airline that I honestly feel will not be here in 18 months if they keep up their current FU attitude towards everyone.

 

[Ausbt]

This is rubbish VA. to the OP, a few years back VA failed to serve my wife coffee DPS-SYD. (Supposedly- I was asleep at the time). I whinged and they gave me 2 free flights. Go hard.

 

[mannej]

This is rubbish VA. to the OP, a few years back VA failed to serve my wife coffee DPS-SYD. (Supposedly- I was asleep at the time). I whinged and they gave me 2 free flights. Go hard.

There has to be more to it then that...

 

[williamsf1]

This is rubbish VA. to the OP, a few years back VA failed to serve my wife coffee DPS-SYD. (Supposedly- I was asleep at the time). I whinged and they gave me 2 free flights. Go hard.

No wonder why VA does not make a profit if they give away 2 free flights for a missed coffee… Has to be more to the story

 

[Ausbt]

To mannej: well maybe - I wrote a very convincing complaint letter. Accepted two SYD-ZQN retuns as compo. But really, no not much more to it than that. I've gone on to spend $30K since with VA, so their compo was well spent I'd say

 

[NZflygirl]

I reckon the best thing when dealing with travel agents is to screen shot what you want and email that through. It means you end up doing their job for them which for me means I don't end up using them but if your work will only allow travel agent to book then screenshot it so you get what you want.

As for VA - it's been said already.

 

[CPMaverick]

I understand that when you book a Trans Tasman flight that the fares apply without meals, etc. It's pretty straightforward on their website. But what about international fares with a tasman leg? It doesn't really spell out how that works. What fare classes are attributed to these fare levels

It is very strange to pay $2500 for a fare then on the first leg be told your fare was too cheap to get a free glass of orange juice. But maybe stranger to be told by email that your questions will not be answered!

 

[cambriamarsh]

To mannej: well maybe - I wrote a very convincing complaint letter. Accepted two SYD-ZQN retuns as compo. But really, no not much more to it than that. I've gone on to spend $30K since with VA, so their compo was well spent I'd say

Maybe they thought you run the AusBT site (do you)?

 

[pauly7]

Maybe they thought you run the AusBT site (do you)?

Even if they did I wonder if the airline would care?
I find Ausbt to be good on reporting basic facts but any reviews or comparisons, especially on QF and VA etc feel like they are written from a template and seem to end with 'it's always up to you which one is better'.... Whilst technically that is probably true it feels like fence sitting, all the time, which for me is a it boring. I understand why they fence sit obviously, to keep the gravy train rolling in from all airlines
I prefer that Point Hacks website, seems to be willing to go the next step and actually provide a real opinion which I enjoy reading more.

Back on topic - the customer service email from Va though appalling is sadly very representative of the Comms you get from them.

 

[serfty]

...
It is very strange to pay $2500 for a fare then on the first leg be told your fare was too cheap to get a free glass of orange juice. But maybe stranger to be told by email that your questions will not be answered!

I used to fly Oz to/from the USA via AKL on AirNZ a lot, and even when they introduced "Seats To Suit" those ticketed in the cheapest fares transpacific still received "Economy" service (i.e. "Works" - inclusive of F&B, luggage, seat selection, IFE etc.) on the trans-Tasman portion.

VA mimic AirNZ with their procts on Trans Tasman, but I guess VA don't have an equivalent for trans-Pacific connections.

 

[jad01]

I had a similar thing happen to me last week with VA BNE-LAX

STATUS: VA Platinum
CABIN: 'The Business"'
FARE: Paid, fully flexible.

Breakfast cards were collected before bedtime, didn't sleep well so I was awake last 4 hours of flight.
90min out of LAX they started the breakfast service ans crew asked if I was ready for breakfast.
I eagerly stated I was definitely ready and she told me it wont be long.

So I watch everyone else get their breakfast and patiently wait my turn and go back to watching a movie.
I later notice crew collecting trays, plates etc.
After the movie was finished I got up to change out the PJs and I asked how far off breakfast was.
I got a stunned look ........"didn't you get breakfast"?
They found my breakfast menu card but they couldnt explain why I was overlooked.
Cabin manager apologised and advised about to commence descent and could only offer me coffee.
In hindsight I should have said something earlier but I didn't expect that to happen.

So, naturally I wasn't happy and sent feedback to VA.....but it makes you wonder, how on earth do they just forget to feed one of their top tier frequent flyers travelling in business????

JASON

 

[PLANT]

^Wear a red shirt next time