Another VA low point - denied meet lounge access

[Cruiser Elite]

From what I have seen of the frequent flyer crowd is that they are not really always the most honest in trying to get something, and many would tell straight out lies claiming they were meeting someone, when they really just wanted a free beer.....

That should get a reaction - this could be more fun than a back yard swing!

 

[cove]

I flew with VA coast to coast in the last 10 days in business class and it was not totally full and I enjoyed the flights. Good movies and yes I went the duck. Each way I had some champagne and sure it wasn't Krug but quite ok for a domestic run.

 

[ozjuice]

some AFFers just love to stick the boot in............

Not sure anyone is trying to do this, merely giving their own view is all i can read. I do agree that it should be allowed as should there be a few more perks.Totally agree that FFlyers should be looked after. But to expect it when it isn't a rule and then complain isn't really right either. No Boots stuck in anywhere...was just sayin'. Hence the forum.

 

[under the radar]

I've always understood 'access on arrival' to be very different to 'anytime access'. 'Anytime access' being that you can access the lounge when you're not flying, which is the case in question if I've read the original post correctly. AusBT did a post on it a few years back.

Unfortunately I haven't posted much here so it won't allow me to post a link. But if you google "virgin aus axes anytime access" the AusBT post will come up.

The official lounge access terms and confitions also reference that proof of same day travel is required for golds and plats to access the lounge. Again, I can't post the link yet but they're pretty easy to find online and it's section 7 that refers to their access rules.

I'm a VA gold and increasingly being disappointed by their product (specifically the increasing cost but seemingly decreasing onboard service), but in this instance I'd say VA/the lounge agents did the right thing, so it's unfair to bash them. I'd actually congratulate them, so long as they were polite about how they handled it, as I prefer they play by the rules than make these sorts of exceptions.

I too did a check on the VA website to read the rules/benefits very carefully before I made my comment/post previously. PLUS the OP actually ADMITTED that it's NOT part of the Plat benefits!!. A TRUE DYKWIA. Maybe VA is aware of their 'form', asking for unentitled entitlements, and have a 'red flag' on their profile. (just stirring the pot here)

 

[under the radar]

I flew with VA coast to coast in the last 10 days in business class and it was not totally full and I enjoyed the flights. Good movies and yes I went the duck. Each way I had some champagne and sure it wasn't Krug but quite ok for a domestic run.

Has this thread been merged into another??

 

[blingy90]

Ill throw my 2c in....and have to say I think this is a little harsh on VA. As long as they were nice enough in their refusal, they are just following the rules.

FWIW....Similiar-ish recent situation....Im a plat, my partner is a silver (she pools mostly to me)....she returned from NZ on a VA service, then had a domestic REX service back home. She tried to get into the lounge prior to the REX departure, aware that under the rules she was not eligible, but hoping for a show of good will (as she would normally be eligible travelling with me). She wasn't allowed entry. Disappointing/a shame...I guess?! But did I/her blame VA? Of course not.

Other times I have gotten more members then allowed into the lounge thanks to a kind lounge staff member.

Some times you win, some times you don't. But when you are refused a service that you are not eligible....I hardly think VA (or whoever for that matter) can be blamed.

 

[Deleted member 29185]

Swanning-it explained he was there to pick up his (delayed) +1

Just to be clear, she wasn't delayed. I made a mistake. I though she was arriving at 4.15 pm when it was actually 5.15pm. VA do both.

I've always understood 'access on arrival' to be very different to 'anytime access'. 'Anytime access' being that you can access the lounge when you're not flying, which is the case in question ...
The official lounge access terms and confitions also reference that proof of same day travel is required for golds and plats to access the lounge.

I'm not referring to ATA, so it's not the case in question. I'm referring to arrivals access when plats can gain access when not flying, provided someone is flying that day. I can guest up to three adults and accompany them into the lounge regardless of whether I'm flying or not. In this case, if the staff on the desk decided to check my "lies", they would have indeed seen my +1 was flying VA J and due into OOL at 5.15 so I think the rubbish written about me lying could very easily have been checked had they wished to.

From what I have seen of the frequent flyer crowd is that they are not really always the most honest in trying to get something, and many would tell straight out lies claiming they were meeting someone, when they really just wanted a free beer.....

The parking cost $10. The fuel probably cost $4 my time is far more valuable, so comments about a free beer is just drivel. Any genuine FFer knows the last place one would really want to go for a beer (free or otherwise), is at a bloody airport. And the FFer crowd being less than honest ... really? Do you always generalise in such a crass way?

A TRUE DYKWIA. Maybe VA is aware of their 'form', asking for unentitled entitlements, and have a 'red flag' on their profile. (just stirring the pot here)

As you claim to be "just stirring the pot here", I'll take the comment in the vein it was intended.

 

[Pleb Status]

I'm referring to arrivals access when plats can gain access when not flying, provided someone is flying that day. I can guest up to three adults and accompany them into the lounge regardless of whether I'm flying or not

Where do the T&C allow this (a website snapshot would be handy)? Access is granted on your arrival on a VA or partner flight.

If your interpretation is correct, I could say I am waiting for anyone on any flight and get access at anytime. . . .

Extract from website -
[h=3]Members[/h]If you are a Virgin Australia Lounge member or Velocity Platinum or Gold member, present your membership card and your flight itinerary or boarding pass – for onward domestic travel with Virgin Australia on the day – for access to the Virgin Australia Lounge.
Velocity Platinum members can access the Virgin Australia Lounge on arrival with an eligible day of travel Virgin Australia or partner airline itinerary or boarding pass.
Subject to space availability, Velocity Gold members may also access the Virgin Australia Lounge on arrival with an eligible day of travel Virgin Australia or partner airline itinerary or boarding pass.
Virgin Australia Lifetime lounge members and Velocity Platinum and Gold members can also access the lounge via Self Service Entry, which are located in the reception of each lounge. Simply tap or swipe your card and follow the prompts for streamlined lounge entry.
For more information on additional benefits available to Velocity Platinum, Gold and Silver members please visit Velocity’s benefits-at-a-glance.
Virgin Australia international long haul Velocity Platinum and Gold Members can access selected international airport lounge locations operated by airline partners when travelling internationally.

 

[Happy Trails]

Actually the "Velocity Frequent Flyer" rep. on this site has stated that such access is permitted.

It was a couple of years ago though.

Any link to this, so I can see the context in which it was written. It seems to me that this would be something of a loophole. From what I have seen of the frequent flyer crowd is that they are not really always the most honest in trying to get something, and many would tell straight out lies claiming they were meeting someone, when they really just wanted a free beer.....

Maybe this:

http://www.australianfrequentflyer....hanges-access-pricing-30819-6.html#post450049

"Confirming that our Gold members have 'anytime access' to our owned and operated Lounges.

Note that a Gold member that is travelling (departing, then arriving) would have priority over Golds not travelling.

Entry on arrival and 'anytime access' is an "unwritten benefit".

We recognise that there are going to be those times when you may be at the airport dropping someone off or meeting someone, and could do with a far better quality coffee than the food court - think of our Lounges as your 'airport havens'! "

 

[Deleted member 29185]

Where do the T&C allow this

If I were even remotely interested, I'd go and look ... but I hold absolutely zero interest in VA and VA's lounges. As I said earlier, I don't see my experience as a win or a lose for me. It's certainly just another step in a loss for VA as, despite the "but you're not entitled" set, many will be thinking how inept and closed minded of VA. It wasn't so very long ago that VA customer service was being lauded as the "can do" of the two majors, but now it's the "can't do" of them. Who's going to be the loser, I wonder? I can argue VA has already lost.

As a successful business owner for far longer than VA has been in existence, I can honestly say I have never made a loss and often, I gave a degree of latitude to my frequent customers and by doing that, I still have customers who have been dealing with me for many, many years, and guess what? I never needed to drop my pants for complete nobodies to achieve that. All I needed to do was to understand my little market segment. VA on the other hand, has had their pants up and down like a traveller with a dose of Bali Belly and I genuinely doubt they have ever understood their market segment to the degree one would expect. But that's their problem, not mine.

 

[Jurahn]

Maybe this:

http://www.australianfrequentflyer....hanges-access-pricing-30819-6.html#post450049

"Confirming that our Gold members have 'anytime access' to our owned and operated Lounges.

Note that a Gold member that is travelling (departing, then arriving) would have priority over Golds not travelling.

Entry on arrival and 'anytime access' is an "unwritten benefit".

We recognise that there are going to be those times when you may be at the airport dropping someone off or meeting someone, and could do with a far better quality coffee than the food court - think of our Lounges as your 'airport havens'! "

The thread quoted above was from 2011. "Anytime access" finished in mid-August 2012, as per these threads: http://www.australianfrequentflyer....nytime-lounge-access-finishing-yes-41489.html and http://www.australianfrequentflyer....virgin-cancels-anytime-access-they-43067.html

 

[Pleb Status]

Maybe this:

http://www.australianfrequentflyer....hanges-access-pricing-30819-6.html#post450049

"Confirming that our Gold members have 'anytime access' to our owned and operated Lounges.

Note that a Gold member that is travelling (departing, then arriving) would have priority over Golds not travelling.

Entry on arrival and 'anytime access' is an "unwritten benefit".

We recognise that there are going to be those times when you may be at the airport dropping someone off or meeting someone, and could do with a far better quality coffee than the food court - think of our Lounges as your 'airport havens'! "

This advice (from June 2011) would most likely be superseded by the removal of ATA to all members in August 2012.

 

[Deleted member 29185]

The thread quoted above was from 2011. "Anytime access" finished in mid-August 2012,

This advice (from June 2011) would most likely be superseded by the removal of ATA to all members in August 2012.

ATA was removed. Arrivals access stayed. Pity we didn't have the AFF wiki back then as I'm sure there is post-ATA-removal advice that arrivals access was still current and I have used it from time to time (usually to freshen up for a meeting before leaving the lounge, especially where I've had to walk in the rain from plane to terminal). In particular, I used the very same scenario last year to wait in the CNS lounge for my wife and daughter to arrive as I had flown in from OS just before them on a charter. There were no problems, in fact I was warmly welcomed.

 

[nlagalle]

ATA was removed. Arrivals access stayed. Pity we didn't have the AFF wiki back then as I'm sure there is post-ATA-removal advice that arrivals access was still current and I have used it from time to time (usually to freshen up for a meeting before leaving the lounge, especially where I've had to walk in the rain from plane to terminal). In particular, I used the very same scenario last year to wait in the CNS lounge for my wife and daughter to arrive as I had flown in from OS just before them on a charter. There were no problems, in fact I was warmly welcomed.

Actually AFAIK, the arrivals access was for using the lounge on arrival, not waiting for someone to arrive. You still needed to be traveling to use it..

 

[Pleb Status]

ATA was removed. Arrivals access stayed. Pity we didn't have the AFF wiki back then as I'm sure there is post-ATA-removal advice that arrivals access was still current and I have used it from time to time (usually to freshen up for a meeting before leaving the lounge, especially where I've had to walk in the rain from plane to terminal). In particular, I used the very same scenario last year to wait in the CNS lounge for my wife and daughter to arrive as I had flown in from OS just before them on a charter. There were no problems, in fact I was warmly welcomed.

If you are flying, it is very clear that you get VA arrivals access. But that will not matter any more as you are off to QF.

I look forward to seeing how that goes for you. My experience is that getting rules 'bent' is far easier as a VA WP than as a QF P1.

 

[Deleted member 29185]

Actually AFAIK, the arrivals access was for using the lounge on arrival, not waiting for someone to arrive. You still needed to be traveling to use it..

I don't disagree. I said as much in my first post, but I was implying that the staff decision to deny access was based on no logic.

Let's look at it ...

1) if I wanted, in about another 45 min, I could have used arrivals access, perfectly legitimately, for not one but two people and we could have been there until the lounge closed, drinking and eating as much as RSA would allow; or

2) if I wanted, I could have gone and found 3 of the biggest groghead looking blokes in a VA gate lounge and guested them in as well as myself, perfectly legitimately and they could have possibly cleaned out the drinks fridge and made an absolute PITA of themselves.

Both would have seen them considerably worse off but no, I tell them the facts, I made a mistake, I'm VA plat, my +1 is flying in shortly, I only want to read a newspaper, she is flying J ... and what do they do. They tell me to go away. They do not try to validate my story (which they could have with a few strokes of a keyboard) nor do they offer a VA frequent flyer small but noticeable respect. A fair bit of bullcrap has been written in posts about me being a known culprit of pushing the boundaries with VA, but that is uneducated or biased drivel. VAs offering is simply not worth pushing the boundaries over, however when they fail to deliver on their undertakings, I'll certainly gripe about it. The reality is they didn't even pick up my plat card to check my bona fides, or how often I fly with them or to see if my story was true. It was just a flat no way, go away.

That was never the attitude with VA previously, but it's now par for course. That is why I posted this experience. Not to be belittled over it and told to buy my wife a phone or that my name is blacklisted by VA. That's just imbecilic nonsense. It was to tender more documented evidence that the VA of old has well and truly bolted. Like it or not!

 

[Deleted member 29185]

But that will not matter any more as you are off to QF.

I look forward to seeing how that goes for you.

Sorry Pleb Status, but you have not read my posts enough to make such statements. Just for you, I'll say it again. I consider all airlines to be tarred with the same brush. I'll buy which ever suits me best. That is not the words you have just tried to shove in my mouth. Thank you, but I do believe that I know how my airline dollar may be spent just a little better than you, but thanks for the ill-informed information.

 

[JohnK]

If you are flying, it is very clear that you get VA arrivals access. But that will not matter any more as you are off to QF.

I look forward to seeing how that goes for you. My experience is that getting rules 'bent' is far easier as a VA WP than as a QF P1.

I'm with swanning_it but I guess most people knew that would be case. It costs nothing to be nice to your regular frequent flyers and bend the "rules" once in a while. I might even suggest they could easily go out of their way and bend the "rules" and all would still be fine for their successful business model.

A few years back I few Qantas BNE-TSV on the Friday afternoon, picked up a hire car, drove back to TSV airport Saturday night to drop off car and hire another car and while I was there thought I'd give Qantas lounge a try. Asked nicely and she let me in and I had a few party pies and a drink before going on my way. She didn't need to let me in. But she did and it wasn't a bad thing.

And for your information a VA Platinum and Gold can access the lounge while nof flying as long as a "friend" is flying. I guested my wife in a few times last year where she was flying Virgin and I was flying Qantas without issue in both SYD and BNE. Asked again in SYD last month and the unpublished benefit was confirmed to still exist. Sorry but I didn't tape the conversation. Next time I fly Tiger I will get the courage to strike up conversation outside the VA lounge.

I brought a guest flying SQ into Qantas BKK lounge many years ago.

Just remember that it costs nothing to provide some unexpected friendly service to your loyal frequent flyers. My last visit to VA lounge I had a couple of post mix diet cokes and some salad. But even if I had a few drinks the cost is still minimal. How would it hurt them if they let me in next time I am waiting for someone? But I can understand swanning_it. It's just one thing after another.

 

[Pleb Status]

I sat on the decision and on t he last day of the sale, I decided VA plat (and J) just wasn't worth it and I declined to buy. I did however, buy a heap of QF J.

If I were even remotely interested, I'd go and look ... but I hold absolutely zero interest in VA and VA's lounges.

I must of misinterpreted these quotes then .

 

[Quickstatus]

The best way to engender loyalty is for a business to set the rules and then bend them a little. Customers will appreciate it.

Going back to my experiences with Apple:
I bought a MacBook this year. Apple has a 14 day no questions asked return policy. On day 16 I asked them if I could return it as I wanted a different configuration. No problems.. Does not cost the company much but it retains a customer. Not that they need me as a customer. But I now tell people like yourselves.