confusionAfter a disappointing flight, one member recently contacted Virgin Australia to inquire about a lack of food or drinks on board. But the follow-up “customer service” was so abysmal, it left them feeling even more disappointed with the airline than they had been before complaining!

Our member was initially disappointed not to receive a meal on their recent flight from Auckland to Brisbane. It appears the reason for this is that our member had been booked on a cheaper airfare that did not include catering. But after sending three emails to Virgin Australia, in which our member asked which fares included a meal, they were still none-the-wiser. The series of emails sent by Virgin failed to address our member’s simple question at all. It would appear that the staff member in question did not even bother to read the emails they were replying to.

A third and final email from Virgin – which still did not contain an answer to our member’s simple question – advised that the concerns “had been appropriately addressed” and that “no further action or follow up will be provided.”

This member is shocked at receiving such rude and unhelpful service. This member says that they did not request compensation, nor did they threaten to stop flying Virgin. They just wanted to ask a simple question about the airline’s product.

Our members agree that the service provided on this occasion was woeful. One member believes the incident shows that Virgin is starting revert to its low-cost carrier days. Another member suggests that the confusion shown by the airline’s own staff is evidence of how complicated Virgin Australia’s fare products have become.

Have your say HERE.


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]