Virgin’s Identity Crisis

One Platinum Virgin Australia flyer believes the airline is suffering from a serious case of “innovation deprivation”. This member is considering switching to Qantas as they feel constantly underwhelmed by Virgin’s inconsistent product.

In 2011, Virgin Blue became Virgin Australia as part of a transition towards “full service” airline status. Despite much initial fanfare, this member feels Virgin is now stalling when it comes to new ideas and innovations.

Many of our members have echoed this complaint, while offering some practical suggestions on how Virgin could innovate to improve its customer experience. Firstly, many have called for improvements to Virgin’s oft-plagued website. Others would like to see Virgin fly to more international destinations, with a popular choice being a new route to Asia.

While Virgin is introducing suave new Business seats on their wide body aircraft, many find the product on their narrow body fleet staggeringly underwhelming in comparison. They would especially like to see better Business class seats on longer flights, for example to New Zealand and Bali.

On the Christmas wish list for some members is a more seamless experience when flying partner airlines. Many have vented their frustrations at the lack of status recognition and the inability to select seats when flying on Virgin’s partner airlines. One member suggests Virgin joining Star Alliance as a possible solution.

Add your suggestions to the Virgin wish list HERE.

Matt Graham

The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 70 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.