Constant Priority Luggage Issues, Decay Of The VA Experience

[ff-jr]

First world problems, I know, but I've had nothing but chronic issues with domestic priority luggage in the two years I've been had VFF gold. In fact, on a trip SYD-ADL earlier this week, the outgoing flight was the first time the "benefit" actually came though!

On the return leg of my trip, I waited at the carousel for 40 mins before my luggage came out. All of the priority tagged luggage came out last. In fact, one of the other poor neglected souls is one of VA's pilots who was on the same flight (in uniform, but not on duty) who was clearly pi**ed at the situation.

I've reported these issues a few times in the past because, well, they ought to be delivering the service they claim to offer. They've always glossed over the issue and replied with some generic copy-and-paste response, thanking me for my feedback. Eyeroll, right? I'd always had faith that they might actually address the issue at some point down the line but now I'm pretty sure they don't even bother. Why do I say this? Because after this particular instance, I tweeted: "just spent 40mins (again!) with one of ur pilots waiting for priority luggage to surface. he was as pissed as me! @virginaustralia #vffgold" They responded: "@crumpet I'm very sorry to hear about this delay, Crumpet and I'll be sure to pass this feedback on to our services team."

Riiiight. The only information they had was my first name. No surname. No flight number or time. No origin or destination. No booking number. No airport. No nothing. So they're going to pass on what exactly?

Like I said, first world problems, but I feel like when you pledge a benefit that you ought to deliver. I'd don't hate myself enough to switch to Qantas (no judgement on those who do fly them) but I'm really not enjoying my VA experience these days. Diminishing returns and such.

 

[DSFlyer]

Fly regularly as WP and would think they deliver 90% of the time and don't have an issue.

 

[Jousams]

I'm at about 75% success rate

 

[Quickstatus]

There is actually no definition of what priority luggage means.

 

[bass_ke]

About a 90% success rate so far for me

 

[Fifa]

I'm gold and +1 is silver and we flew CBR-SYD-TSV yesterday with the last sector being in J.
Our bags came out in the middle of the pack (I forgot to check whether priority tags were put on in CBR but they weren't there at TSV).

 

[Deleted member 29185]

First world problems,

This saying "first world problem" is often overused. The reality is, if an entity offers you something, that entity is obliged to provide it. Suggesting it's a first world problem is not really true. Even in the (colloquial) "third world", if someone offers something to somebody else and then doesn't deliver, a dispute (sometimes violent) is sure to follow, so what you describe is not a first world problem. The service not provided to you was certainly "first world" by nature, but the failing is a failing regardless of which socioeconomic status you enjoy.

I've reported these issues a few times in the past because, well, they ought to be delivering the service they claim to offer. They've always glossed over the issue and replied with some generic copy-and-paste response,

I think this is the crux of the problem with VA. They still haven't fully come to realise they do have a moral and legal obligation to deliver the service(s) they espouse, or compensate the party that missed out. I too, have had to wait for priority luggage and it seems every other respondent to this thread has had to as well (although to varying degrees) so it is clear that VAs priority luggage is problematic (most likely due to baggage handlers indifference), but the fact remains that it is a problem VA should be prepared to deal with rather than just offer their usual lip-service.

Now...you'll get someone come back with the equally overused excuse of "is that any different to QF"

 

[pauly7]

I'm at about 75% success rate

I'm probably more like 65% success rate with VA.

Never count on it!

 

[Jousams]

Noting is as bad as my 25% success rate with QF PB.

 

[straitman]

Now...you'll get someone come back with the equally overused excuse of "is that any different to QF"

OK I'll word it differently then.

I am not excusing what happens as it is clearly not good enough on occasions but as a QF & VA Plat I find they are both as bad as each other when they get it wrong and both as good as each other when they get right.

 

[Deleted member 29185]

OK I'll word it differently then.

I am not excusing what happens as it is clearly not good enough on occasions but as a QF & VA Plat I find they are both as bad as each other when they get it wrong and both as good as each other when they get right.

Sorry Bill, that comment was not directed at you or anyone in particular. I have noticed though, that frequently when VA are criticised someone pipes up with a comment about how QF is no better. What I have said is that excusing tardy and perhaps even borderline illegal practices within any business by stating some competitor is no better is not a justifiable defence. IMHO it doesn't matter whether it's QF or VA or any other business, if they advertise a product, service or offering without the ability or will to deliver it, they are doing so wrongfully. VA seem to have a history of this (remember the rouge PE debates from what, 3 years or so ago) but they do not appear to really want to change unless it suits them. Arrogance and contempt are words that springs to mind.

 

[straitman]

Sorry Bill, that comment was not directed at you or anyone in particular. I have noticed though, that frequently when VA are criticised someone pipes up with a comment about how QF is no better. What I have said is that excusing tardy and perhaps even borderline illegal practices within any business by stating some competitor is no better is not a justifiable defence. IMHO it doesn't matter whether it's QF or VA or any other business, if they advertise a product, service or offering without the ability or will to deliver it, they are doing so wrongfully. VA seem to have a history of this (remember the rouge PE debates from what, 3 years or so ago) but they do not appear to really want to change unless it suits them. Arrogance and contempt are words that springs to mind.

I agree entirely.

 

[vicsta]

Haven't had that problem myself so much... the other day my luggage arrived second in line... ahead of the entire North Melbourne Football Club squad!

 

[Sprucegoose]

There is actually no definition of what priority luggage means.

I think we are entitled to draw on commonly and reasonable held expectations here regardless of the contractual chasm ...,,.

 

[Gredgy69]

I haven't really had any issues. My luggage is generally in the first half dozen pieces. Only time it wasn't, I had to wait about 1 minute. Guess I've been lucky. Now that I've said that I bet I'll have issues on Thursday on my return from Hobart!!

 

[knightman7]

The only problem I've ever had from VA was once when i was checking in at the Priority counter in Sydney Domestic using my Etihad Gold, I was informed by the check in agent in no uncertain terms that my baggage was not to be tagged Priority. When I politely informed her that it was an advertised benefit for Etihad Gold, she proceeded to tell me that she had been working for Virgin for many years, and had never seen or heard that Etihad Gold are entitled to Priority baggage tags. When I asked her whether it made any sense that priority check in and lounge access is allowed but not baggage tags, she refused point blank to label them. I just let it go at that point as I wasn't really in any hurry at my ultimate destination. Thought it was quite funny to be honest.

 

[Atleastonce]

I am WP and I have about a 50% success rate with bags coming out early with priority tags. I have only ever had my bags come out first, once, and that was with Qantas.

 

[Jousams]

she proceeded to tell me that she had been working for Virgin for many years, and had never seen or heard that Etihad Gold are entitled to Priority baggage tags... she refused point blank to label them. .

 

[rioter]

I have strange experiences with it. Some times it comes out first. Although have had it come out last. 80% of the time its with in the first group. I have had times when i have come out dead last while the person i checked in with was first off. Could not explain that one.

 

[Plutonus]

I find that often the 'heavy' or 'oversize' baggage comes out first. So just ask your bag to be tagged as such