here2go
Active Member
- Joined
- Mar 11, 2012
- Posts
- 830
I'm keen to vent and seek suggestions of what I should request from Virgin beyond serious grovelling for their complete inability to handle a large number of pax that missed their connection DRW-SYD-CBR in Sydney last night.
I received ample warning that my flight was going to be delayed via SMS, and was comfortable with not being in Canberra that night. Cool. At airport checkin, the Menzies Aviation operator had a few difficulties, but assured me there would somebody who could help me with accommodation, meals and transfers in Sydney at the gate.
A long litany of complaints were overheard on the flight - I was placed in the seat between a married couple, a guy who had paid for exit row with his 6ft 6" frame was denied the exit row at checkin. Things didn't seem right. Regardless, an uneventful flight, other than getting a meal of a sandwich, ANZAC biscuits and a bottle of sparkling water.
On arrival in Sydney, a notice to the pax connecting to MEL was made that their gate had changed. No mention of the Canberra pax. On disembarking, I was shocked. Unlike previous experience where I have missed a connection in BNE when flying SYD-BNE-DRW, there was nobody to greet us and tell us what to do, with a letter explaining where we were staying, hotels, etc.
I went to the staff at gate 36 where the plane disembarked. The staff had no idea we were coming, and muttered they wished somebody told them this was happening. After a few phone calls, we were told to grab our bag, and take a shuttle, "down the end" to the Holiday Inn. A football team in the same predicament had been advised in Darwin to go to baggage services in Sydney, and were given a hand-written piece of paper of where to go.
After making my way to the Holiday Inn, I found that I did not have a room, and was shown the list of pax checking in. At 2135, I spent 25m mostly on hold as they tried to work out what happened. I was advised their contractor had missed me, and were working on it. The staff at the Holiday Inn gave me a drink voucher by this time as it was after 10pm, and said I looked like I needed it (I rate the Paddo Pale), especially noting they were now full. No sooner than I had my first sip, Holiday Inn staff came over and told me to go to the Stamford, it had been sorted by Virgin.
A brisk 15 minute walk to the Stamford, and I get a call from Virgin telling me to go to the Stamford. By this time, I was checking in. Still, no explanation of my entitlements. The Stamford was quite nice, and do a surprisingly good room-service rendang. I ordered a glass of red with my $50 credit at the hotel.
On checking out this morning, I was told that I had to pay for the wine, as Virgin don't cover booze. I pointed out I have never seen any explanation of my entitlements. The fee was waived (probably charged back to Virgin).
I was disappointed that despite the 4+ hours warning (being the length of the flight, plus the messages we received advising us of changes before checking-in), there was nobody prepared for us (approximately 20 displaced pax) at T2. My personal experience of being missed added insult.
Have I been duly compensated despite the confusion? Should the ATR have been delayed for 10 minutes? Should I be seeking something else from Virgin for their complete lack of preparation at the terminal and then being missed completely. Would welcome your advice.
I received ample warning that my flight was going to be delayed via SMS, and was comfortable with not being in Canberra that night. Cool. At airport checkin, the Menzies Aviation operator had a few difficulties, but assured me there would somebody who could help me with accommodation, meals and transfers in Sydney at the gate.
A long litany of complaints were overheard on the flight - I was placed in the seat between a married couple, a guy who had paid for exit row with his 6ft 6" frame was denied the exit row at checkin. Things didn't seem right. Regardless, an uneventful flight, other than getting a meal of a sandwich, ANZAC biscuits and a bottle of sparkling water.
On arrival in Sydney, a notice to the pax connecting to MEL was made that their gate had changed. No mention of the Canberra pax. On disembarking, I was shocked. Unlike previous experience where I have missed a connection in BNE when flying SYD-BNE-DRW, there was nobody to greet us and tell us what to do, with a letter explaining where we were staying, hotels, etc.
I went to the staff at gate 36 where the plane disembarked. The staff had no idea we were coming, and muttered they wished somebody told them this was happening. After a few phone calls, we were told to grab our bag, and take a shuttle, "down the end" to the Holiday Inn. A football team in the same predicament had been advised in Darwin to go to baggage services in Sydney, and were given a hand-written piece of paper of where to go.
After making my way to the Holiday Inn, I found that I did not have a room, and was shown the list of pax checking in. At 2135, I spent 25m mostly on hold as they tried to work out what happened. I was advised their contractor had missed me, and were working on it. The staff at the Holiday Inn gave me a drink voucher by this time as it was after 10pm, and said I looked like I needed it (I rate the Paddo Pale), especially noting they were now full. No sooner than I had my first sip, Holiday Inn staff came over and told me to go to the Stamford, it had been sorted by Virgin.
A brisk 15 minute walk to the Stamford, and I get a call from Virgin telling me to go to the Stamford. By this time, I was checking in. Still, no explanation of my entitlements. The Stamford was quite nice, and do a surprisingly good room-service rendang. I ordered a glass of red with my $50 credit at the hotel.
On checking out this morning, I was told that I had to pay for the wine, as Virgin don't cover booze. I pointed out I have never seen any explanation of my entitlements. The fee was waived (probably charged back to Virgin).
I was disappointed that despite the 4+ hours warning (being the length of the flight, plus the messages we received advising us of changes before checking-in), there was nobody prepared for us (approximately 20 displaced pax) at T2. My personal experience of being missed added insult.
Have I been duly compensated despite the confusion? Should the ATR have been delayed for 10 minutes? Should I be seeking something else from Virgin for their complete lack of preparation at the terminal and then being missed completely. Would welcome your advice.
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