A new Velocity Plat's first DJ experience in 8 years...

[Febs]

Like I suspect many newly status-matched Velocity Platinums, I took my first Virgin Australia flight today (sidenote: there was plenty of availability for SYD-MEL on Monday morning when I checked on Sunday morning, seems everyone was filling up the buses and trains but not the DJ flights?? :shock: Or maybe I just got in early). Anyway...

While I'll admit I'm a loyal Qantas flyer (they've looked after me very well in the past), I was keen to try Virgin after the huge re-branding effort of late, and can honestly say I went into today with an open mind. Even I was impressed with how quickly they seemingly turned an LCC into a full-service carrier, and their offerings (lounges, status benefits etc... are definitely impressive).

Let me say up-front this is in no way a dig at Virgin, it's simply my thoughts after experiencing the service and the product.

First of all - $299 seemed pretty steep for a non-flex (cheapest fare) SYD-MEL, even if it was on a Monday morning. I don't remember ever seeing non-flex fares that expensive on QF, but I could be wrong. Booking through the web went through without a hassle, and they even let me call up and use one of my Platinum upgrade credits, which all went smoothly.

I checked in on-line but didn't print my boarding pass. Tried to use the kiosk when I got to the airport (there's only 5?) and it said I needed to go to the desk. Queue was nice and quick (less than 2min) and I had my boarding pass and was on my way. Terminal was a zoo (as you'd expect on a Monday morning when the dominant carrier's planes are all on the ground!) but staff were handling it very well. The whole process did seem a bit backwards though - I'm not suggesting they should go and implement an NGCI-style system, but if I've checked-in online, can't I just use my card to board, rather than wait in a queue to get a piece of paper? Anyway, minor point.

The lounge security is a fantastic idea, and took a total of 30 seconds to clear (2 people in front of me, vs huge queues in the main terminal). Good move DJ.

Whilst the lounge is nice and big, it does feel a bit...dated. A bit like the QPs of a few years ago. Not sure if the Sydney lounge is slated for a makeover soon, but the Melbourne Virgin lounge (which I was in ~2 months ago) looks amazing. Breakfast selection wasn't as good as the QF J lounge, but alcohol selection was much better IMO. Of course it was first thing in the morning, so OJ it was.

I left the lounge straight after the boarding announcement, and they were still boarding Golds/Plats/Premium Economy pax, whilst everyone was waiting. Not sure how this differs to QF's "priority boarding" which everyone complains about? I'd heard DJ have two separate queues. Anyway, smooth boarding and I was on in a few minutes.

..now this is Virgin's whole image of shiny, new, full-service etc.. came crashing down for me. The plane (a 737-800) looked exactly the same as the Virgin Blue flight I took about 8 years ago. Same seats, same dated interior, same tiny overhead bins (single aisle, yet the bins needed 115cm rollers to be placed sideways?). And Premium Economy? My seat was red instead of blue, and had a table instead of the middle seat. And a TV. Umm...I probably wouldn't have bothered wasting a credit if I'd known, to be honest.

Yes, I know Virgin are in the process of updating the fleet, and I don't know how far along they are (anyone?), but regardless, this was my first DJ experience and it didn't really gel with the image I've seen on TV of a "revitalised" airline.

..and to make matters worse:
1) It seems they're still practicing the same old VBlue/Jetstar policy of paid meals? Really? For a full-service carrier who sell non-flex SYD-MEL tickets for $299? :shock:
2) I assumed I'd get a meal being in premium economy, but nope, no meal. Just a tea. At 7am. I asked and was told I should have been offered a meal (none of us in Premium Economy were offered from what I saw, but Economy pax were paying for meals). I asked (purely out of curiosity, not in a rude way, if Premium included a meal. The FA was very good about it, apologised and offered me something to eat, but I politely declined as we were about to land anyway.

I have to say, at every step of the way the staff were absolutely fantastic, and the FAs were definitely more chirpy/friendly than your average QF domestic FA. Absolutely nothing bad to say about any of the staff, from the call centre to the lounge to the boarding to the FAs - all wonderful. But the product itself - the plane, the inclusions, all felt very LCC to me.

..so that was my first Virgin Australia experience. We landed on-time and that was that. I'm sure there'll be some DJ loyalists who'll pick apart this post and say I'm being unfair, but I call it how I see it. Would I fly DJ again? Sure - the new cabins look very nice and I'd be keen to try them one day. Will I start choosing DJ over QF? No, because frankly, nothing convinced me I should.

Just my $0.02. Feel free to add yours.

Cheers,
- Febs.

 

[Noob]

I think you have been very fair in this review, especially considering you were on a 737 with the old product. I hope you continue to try Virgin, especially given they have not completed their rebrand.

Answering some of your questions:

• Currently there are 21 737-800 aircraft with the new product, 7 of which are brand new with boeing sky interior - each week two more existing 737s are refitted and every month another new 737 with boeing sky interior is delivered.
• The Sydney lounge is going to be renovated like the Melbourne and Brisbane lounges and will span over two floors like the original Ansett Australia lounge.
• Premium economy is going to be replaced with Business Class across the domestic fleet.

 

[tuapekastar]

First of all - $299 seemed pretty steep for a non-flex (cheapest fare) SYD-MEL, even if it was on a Monday morning. I don't remember ever seeing non-flex fares that expensive on QF, but I could be wrong. Booking through the web went through without a hassle, and they even let me call up and use one of my Platinum upgrade credits, which all went smoothly.

Thanks for the comprehensive report Febs. As another 'matcher' going to try out DJ soon it's interesting to have an idea what to expect.

I'm just a little confused about the quoted bit. The DJ website seems to indicate the Platinum upgrade credits are only available from a flexible fare? (I cannot copy and paste the relevant bit on this post but it is here).

 

[awilcockson]

First of all - $299 seemed pretty steep for a non-flex (cheapest fare) SYD-MEL, even if it was on a Monday morning. I don't remember ever seeing non-flex fares that expensive on QF, but I could be wrong. Booking through the web went through without a hassle, and they even let me call up and use one of my Platinum upgrade credits, which all went smoothly.

You were very lucky, upgrades are only valid on full price full flex fares.

I checked in on-line but didn't print my boarding pass. Tried to use the kiosk when I got to the airport (there's only 5?) and it said I needed to go to the desk. Queue was nice and quick (less than 2min) and I had my boarding pass and was on my way.

Next time get your boarding pass at The Lounge

 

[Febs]

Answering some of your questions:

Thanks, it sounds like they're rapidly updating the fleet - good to hear.

Thanks for the comprehensive report Febs. As another 'matcher' going to try out DJ soon it's interesting to have an idea what to expect.

I'm just a little confused about the quoted bit. The DJ website seems to indicate the Platinum upgrade credits are only available from a flexible fare? (I cannot copy and paste the relevant bit on this post but it is here).

You were very lucky, upgrades are only valid on full price full flex fares.

Heh yeah, I rang up purely trying my luck (I was sure I'd read that only flex fares were eligible), but it was processed no questions or qualms. Nice to see DJ bend the rules for Plats occasionally like QF too (as much as some may hate this, I think occasionally "bending the rules" is the mark of an elite tier worth earning).

Next time get your boarding pass at The Lounge

Heh, good advice. I blame the fact that I'd had 3 hours sleep for not thinking of that

Cheers,
- Febs.

 

[Deleted member 29185]

You were very lucky, upgrades are only valid on full price full flex fares.



Next time get your boarding pass at The Lounge

Or print it at home!

Like Noob, I don't find anything about your post in need of nit-picking . Factual reports of the experience is always helpful and the only thing I noted was what has been already mentioned.......an upgrade from a saver fare. Are you sure you weren't on a flexi fare (the price and the upgrade seems to suggest flexi to me)?? But hey, QF down, seats in demand, why would they market the cheapest fare possible. I will say though, I have NEVER paid $299 for a short hop saver fare.

Your comments do make me wonder though, whether DJ did the right thing in offering these status matches to lure FFers to try the new product, before the new product was ready. It seems to me, the points you raise are very valid.....the old planes are a verrrrrry old and dated looking LCC product (including PE) and the fiasco with the current lack of IFE on the newies also irates pax who expect IFE. Perhaps a status match once all the changes had been completed, just may have made a better lasting impression!

 

[Febs]

Are you sure you weren't on a flexi fare (the price and the upgrade seems to suggest flexi to me)??

Positive. This is a copy/paste from the itinerary:

*SAVER FARE RULES• THE BASICS: This is our discount economy fare. It gives you the best possible price, but there are restrictions on your ability to change or
cancel the fare. The fare is not refundable, but you can obtain a credit for use later.
• BAGGAGE: This fare includes 7kg carry-on baggage only. If you wish to take checked baggage on your flight, you must pre purchase the checked baggage allowance of up to 23kgs before you arrive at the airport.....

(As a Platinum the baggage point didn't apply, but I had carry-on only anyway)

Cheers,
- Febs.

 

[Virgin Australia]

Hi Febs
Firstly thank you for flying with us!

A couple of points:
In regard to the price being a bit steep, you did book and fly within 24 hours on a weekend that another carrier grounded their fleet. So demand was extremely high.
Yes, unfortunately not all aircraft have been refurbished or painted in the new livery, and as Noob says, we are rolling that program of work out as quickly as we physically can!
As far as food not being included? We have Guests that don't want f&b included in the overall price, and our Saver fare allows us (and them) that flexibility. If paying while on board isn't your 'cup of tea' (bad f&b pun intended), then a Flexi fare which features a snack and drink, or the Premium fare which obviously, features pretty much anything from the cart, would be the way to book.

Hope to see you on board again soon!

 

[dfcatch]

Hi Febs
Firstly thank you for flying with us!

A couple of points:
In regard to the price being a bit steep, you did book and fly within 24 hours on a weekend that another carrier grounded their fleet. So demand was extremely high.
Yes, unfortunately not all aircraft have been refurbished or painted in the new livery, and as Noob says, we are rolling that program of work out as quickly as we physically can!
As far as food not being included? We have Guests that don't want f&b included in the overall price, and our Saver fare allows us (and them) that flexibility. If paying while on board isn't your 'cup of tea' (bad f&b pun intended), then a Flexi fare which features a snack and drink, or the Premium fare which obviously, features pretty much anything from the cart, would be the way to book.

Hope to see you on board again soon!

VA - thanks for responding here, as many members no doubt have had similar thoughts/experiences to Febs.

I'm sure the little Velocity Virgins are constantly reviewing and discussing these things (such as F&B), and perhaps once the fleet update is completed a number of these issues will disappear.

IMHO - I do think the F&B situation needs to be relaunched - and a clearer-understood policy/system worked out.

Simply perusing the forum here - its easy to see that there is confusion regarding drinks available as part of a flexi fare, the two-cart-run between flexi-meals and saver purchases.

Not to mention are VA a LCC or a full service premium airline?

At the moment it's like being half-pregnant.

I'm not trying to criticize, take my comments constructively, and I'm sure whoever is in charge of the current strategy is very proud of it.

BUT....

If you're trying to win customers from QF, the impression is still that it's a half-pregnant LCC service (although friendly, keen, and worth a look).

If you're trying to win JQ customers - then the strategy is perfect - except for the price.

 

[Limewood]

I've not flown on VA either in a long time, but plan to since receiving the VA status gold match as a Q SG.

I think the OP told his view well.

When will the plane upgrades be complete?

Do VA have J on inter city flights?.

 

[BVT]

Like the OP, I had my first VA experience - MEL/BNE - in many years on the weekend; a planned trip, not as a QF refugee!

I agree with the views expressed. Although, I did not find the Lounge in MEL at all appealing. The staff were friendly, the catering fine, it was just the look and feel that did nothing for me. I am trying the SYD lounge tomorrow, so it will be interesting to compare.

I do agree with the comment about the tired old 'planes. The FA's were attentive (I was in PE) and the Luke Mangin pie was really quite good. However, once I was fed and "watererd" they were not seen for the remainder of the flight.

I am saving my upgrade vouchers for a lengthyish trip in J.

All in all, a very satisfactory trip, altough perhaps a little more attention to the PE pax during the flight.

 

[nlagalle]

Well summed up Febs, I have yet to write up my experience but you have summed it up well.

 

[Noob]

I think the issue is they are in a transition process, and it is very obvious - At the rate they are refitting the 737s I would estimate their entire domestic fleet would be refitted by early next year. Note, according to other members they are being refitted with full service galleys

Another interesting thing, Virgin Australia and its alliance partners will have a 26% market share in the Australian international market when the Singapore Airlines deal goes through - In comparison, Qantas and it's Oneworld partners have a 27% share. Not bad for a bit over 12 months!

In the mean time, enjoy their great service, new lounges, and when you are lucky the new interiors.

 

[esquire]

I flew my first DJ flight on Friday SYD - AYQ .

Good points:
Curb side lounge access and security
Lounge staff blocked the seat beside me (it wasn't that full anyway, but just in case)
Got Row 3 seat with the extra leg room - and managed to move the armrests to make it into a premium economy seat width
Happy staff - which is always a nice change from QF

Not so good points:
Lounge was not too busy and, maybe it was just me, but people looked very hungry (based on the amound of food being consumed) and I have major concerns about food hygiene from what I saw (more on the way it is set up and how people can interact with it)
Plane left late (which is not an issue) - but when I got to the gate after "go to gate showed"- passengers from the previous flight were still walking out!
LCC feel during the flights - "We have more yummy beef pies left for purchase- they really are good" over the PA twice was not all that professional
Softdrink was a miserly little size can - the menu makes no indication of this but certainly charges for a large

Would I fly DJ again?

Yes - certainly from Sydney, but at this stage QF remains carrier of choice. Will try out Melbourne and Adelaide in the next month or so.

 

[Deleted member 29185]

I did not find the Lounge in MEL at all appealing.

Very much a personal thing this. The OP stated he/she liked MEL lounge but not SYD. Personally I prefer the SYD feel, but MEL/BNE concept is growing on me.

Someone also mentioned the full service expectations they have. I'm almost positive (someone will correct if I'm in error) that DJ have stated that unlike Qantas, they wish to service the LCC and full service markets with the one airline. Perhaps it's a bit presumptuous to expect the full service offering on their LCC fares?

 

[dfcatch]

Very much a personal thing this. The OP stated he/she liked MEL lounge but not SYD. Personally I prefer the SYD feel, but MEL/BNE concept is growing on me.

Someone also mentioned the full service expectations they have. I'm almost positive (someone will correct if I'm in error) that DJ have stated that unlike Qantas, they wish to service the LCC and full service markets with the one airline. Perhaps it's a bit presumptuous to expect the full service offering on their LCC fares?

I did - and that means that if I'm on a flexi (which includes a meal) - really, for that price - i expect something decent including my choice of non-alcoholic drinks.

And TBH - the base saver fares lately are more in-line with QF than JQ - so for a close to similar Red Edeal fare - QF gives me a full meal in discount Y.......

If you want to be both sorts of airline - then you still need to have LCC prices.

 

[Deleted member 29185]

I did - and that means that if I'm on a flexi (which includes a meal) - really, for that price - i expect something decent including my choice of non-alcoholic drinks.

And TBH - the base saver fares lately are more in-line with QF than JQ - so for a close to similar Red Edeal fare - QF gives me a full meal in discount Y.......

If you want to be both sorts of airline - then you still need to have LCC prices.

I agree 150% with everything you just said, but it is up to DJ to set their product and prices.........it's up to us to choose to accept it or not! The price differences have been the subject of my deliberations for some time and that will be ongoing. So far, for me, it's still just in DJs favour (all things considered) but that may well change in the future..........for you it may well be different again!

 

[dfcatch]

I agree 150% with everything you just said, but it is up to DJ to set their product and prices.........it's up to us to choose to accept it or not! The price differences have been the subject of my deliberations for some time and that will be ongoing. So far, for me, it's still just in DJs favour (all things considered) but that may well change in the future..........for you it may well be different again!

Agreed.

I'm still prepared to give DJ the benefit for the time being, as I accept it's a work in progress.

But I do believe it's an area than needs to be refined.

In the meantime - ill keep my options open on a flight by flight basis.

 

[Jama]

but that may well change in the future..........

Like if in damage control QF offered status matches....

 

[Boris spatsky]

On my first DJ business leg today since status match. Interesting to see how it goes. 737 unfortunately...