DJ = you don't get what you paid for

[bigjobs]

Flew from BNE to NTL today on a J fare. now if I am not mistaken, it was the full deal - inflight enterainment, meal, etc etc. I sat in 1A.

at least they were polite when they asked me when I wanted to purchase anything from the menu.

email to DJ customer service (if there is such a thing these days) coming up.

 

[straitman]

I really think you need to elaborate a whole lot more before anyone can make a realistic comment :!:

 

[bigjobs]

elaborate how?

I paid for a full premium fare (their top level of fare out of the 3 they offer on their website). it includes the full kit and kaboodle ... as can be seen below.

I didn't get what I paid for ... surely they have a pax list that tells them who is who in the zoo on the flight ... there are a couple of items on their list that would be a X based on my experience today, despite them taking my coin.

[TABLE="class: saverfareGuideTable, width: 1"]
[TR]
[TD]Flight Changes
Up to 24 hours after the flight - No Fees.
Conditions apply[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Flight Cancellations
Up to 24 hours after the flight - No Fees.
Conditions apply[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]In-Flight Entertainment
Included (if available)[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Food & Drink
Included selection from 'the menu'^[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Checked Baggage
69kg Baggage included[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Extra Legroom
Premium Cabin Seating[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Priority Checkin
Included[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Priority Boarding
Included[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD="class: fareGuideIconCol, bgcolor: #DFDFE0"]
[/TD]
[TD]Lounge Entry
Included (where available)[/TD]
[/TR]
[/TABLE]

 

[markis10]

Apart from the food you mentioned what else did you not get, and did you point out you were PE and the food is free? Your posts are lacking in detail that results in us just guessing!

 

[LiamR]

Flew from BNE to NTL today on a J fare. now if I am not mistaken, it was the full deal - inflight enterainment, meal, etc etc. I sat in 1A.

at least they were polite when they asked me when I wanted to purchase anything from the menu.

email to DJ customer service (if there is such a thing these days) coming up.

Sounds to me like the only thing you didn't get was Food & Beverage. Did you bring it up with the crew?

The crew have a list of people onboard and their entitlements, without trying to defend Virgin, maybe they made a simple mistake?

 

[straitman]

elaborate how?

By telling us exactly what you have done in the remainder of your post.

The thing I don't understand is how you were sitting in 1A and the crew did not understand your entitlement.

 

[serfty]

The point is for bogjobs is that from the OP, the Virgin Australia FA's operating the flight did not do their job properly.

They should have checked the manifest to find out who was entitled to inclusive F&B - or something like that.

I would have been annoyed should I have to explain to the FA's that the only relevant purchase needed was that of the "J" Fare in the first place.

Not matter how flippantly/nicely/jovially it may or may not have been handed - such is a serious service failure.

 

[Ewing]

I had the same problem just over a week ago flying SYD-BNE (seated 1F). I ordered a wine, water and some nuts and was a bit taken back when the FA asked for $16. When I explained that my PE fare meant that I didn't have to pay, his response was that I was upgraded and had to pay.

I ended up having to give him my boarding pass (which showed my PE fare class) and wait while he verified it.

His story was that the manifest showed me as an upgrade.

I did get on an earlier flight in the lounge which may have had something to do with it.

And yes, I plan on writing in about it as someone else who didn't know better may have paid.

Inversely, the crew on this evening's CBR-SYD were fantastic (economy fare, but seated in 2C which is PE). I might also have to write in complementing them!

 

[markis10]

My view is if you are in a PE seat, you should get the benefits, something I believe QF share , domestically at least.

 

[serfty]

Maybe if "PE'/"J" has generally been undersold in the past, the CC are used to having "[location only] upgrades" in these seats and charge accordingly.

I wonder how similar Ewing's situation was to bigjob's?

 

[munitalP]

Its only early, but the cracks are already beginning to show...

 

[trippin_the_rift]

Pay for food on an upgrade? That's a bit rich.... and embarrasing, especially if the pax next to you paid full fare.

 

[Mal]

Its only early, but the cracks are already beginning to show...

Care to elaborate? Two incidents do not make it either a trend or indicate that things are flawed.

To add another data point:
BNE-CNS Friday Night, E190. I was in PE, lady next to me was also PE. FA's couldn't be more helpful - including replacing my beer and water when I was away from my seat.
CNS-BNE tonight. 738. I wasn't in PE, but was close enough to know what was going on. 3 PE Pax, they were fawned over completely.

 

[samiam]

Pay for food on an upgrade? That's a bit rich.... and embarrasing, especially if the pax next to you paid full fare.

However, not too dissimilar to 'Catering Not Assured' on the opposition- where your meal, if available, might be served last.

 

[777]

I'm still not clear. Which particular bits did you not get?

 

[Justchecking]

What I dont get is why you would post this on a forum instead of calling the company asking for your J fare to be refunded. I also don't get why you would hand over cash to crew instead of just saying, excuse me but I'm a PE passenger. Those two things would be my first port of call. Sure it might not feel good to have to remind someone that you've already paid, but why would you just meekly go along with it instead of bringing a mistake to their attention so they can fix it?

People are not mimd readers and mistakes do happen. But do you just stew on it and get angry or do you say something in the moment?

 

[simongr]

email to DJ customer service (if there is such a thing these days) coming up.

What I dont get is why you would post this on a forum instead of calling the company asking for your J fare to be refunded.

You can do both...

In terms of cracks showing I think there is a lot read into small issues given the super love of DJ on these forums recently and then as a few people experiment it isn't all as perfect as portrayed...

 

[markis10]

I dont think anyone is portraying any airline as perfect, if you did you would be setting yourself up for failure.

 

[Noob]

Sounds like a simple mistake if I read the post correctly - I would give VA a call/submit feedback they'll fix it up for you. You were on a Premium economy fare, Virgin hasn't started selling Domestic Business other than on coast to coast flights to and from Perth. That's pretty annoying.

Also, it appears some members posts have about the substance of a newslimited article.......cracks?

 

[Stephen65]

OP: I assume you pointed out to the FA that you were travelling on a PE ticket and thus entitled to free food and drinks.

Yes it seems they stuffed up initially but if you got what you were entitled to then your thread title is not a fair representation of what occurred.