Different Treatment as an Upgrade Customer

[harvyk]

Airplane 'food' (whether in First or Coach) is at best necessarily a compromise and can't possibly be considered one of life's culinary highlights.

I don't know what airlines you are flying in (although the word "Coach" does indicate which country they might be from), but some of the best meals I've had have been at 35,000 ft.

I've seen pax go ballistic over an 'entertainment system' failure. In nearly 50 years of RPT flight, I've never actually used an 'entertainment system'.

Good for you, but I personally love having the little (and in some classes not so little) screen. I've watched various TV shows / movies and listen to music which I probably would never listen to on the ground (though lack of time or that media is not something I would normally be exposed to), but have ended up loving as a result of seeing / hearing it on a flight.

 

[mannej]

I've seen pax go ballistic over an 'entertainment system' failure. In nearly 50 years of RPT flight, I've never actually used an 'entertainment system'.
As for domestic flights, as long as they leave and arrive on time, who cares about the rest? Read a newspaper or a book; it'll be over soon.

Well everyone values things differently. Just because you don't value the IFE doesn't mean others view it the same as you.

 

[Matt_01]

I have experienced similar experience, but in reverse. Earlier this year I was in a full paid J seat Adelaide to Melbourne and received the worst service I have ever experienced. I was pulled forward to this flight but this was done nealy 2.5 hours prior to the flight. As a result of my experience this became the first time I have ever taken the time to provide written feedback to an airline. Below is just an extract of the letter:

“Meal service. The fact that Virgin offers only one meal choice on short flights (since Dec 15) is disappointing at best. The cabin supervision informed me what was being served (soup as I can recall) I asked if there were any other options and was advised there was not. Later in the flight the cabin supervision informed me that the meal was spoiled and I could be offered a salad. I was somewhat bemused as when I first asked what options were available I was told there was only 1 option, but later in the flight was offered a second choice. I realise that changes made within 3 hours can result in limited meal service. I find from experience this often happens with Virgin, however in my experience changes made with Qantas usually sees customers still getting full meal service.

As a platinum member, seated in 1C and also paying full business class it was disappointing to be served last on the plane. I had asked some of the other passengers if they were on paid fare or upgrades, the 3 passengers I asked all indicated they we on upgrades.”

What was the out come a message left on my phone, saying they would call back which did not happen. I have not flown VA since, and do not intent to.

 

[wendym]

I flew PER-SYD flexi recently and used one of my complimentary upgrades to J more than 24 hours prior to departure. During the meal service, I asked what dish I would like, when I responded, I was told that I would have to wait for everyone else to give their selection as only certain amount of the dish was loaded on board. I understand that an on departure upgrade immediately before the flight in the lounge may be not be catering guaranteed, but this upgrade request was confirmed more than 24 hours before the flight. It worked out that they did have one dish left that I wanted (which didn't taste that great in the end anyway).

Has anyone else noticed this now, or have been treated any differently by cabin crew from a upgraded ticket or award flight? I presume the manifest shows the fare class of all passengers? Does anyone know if QF adopt the same policies?

Cheers

I have only ever upgraded on Qantas. I have a vegetarian request on my profile and I am always told that the special meal can not be guaranteed. In 9/10 times the meal is there. I have never noticed that I am treated differently when I upgrade. I wouldn't judge this on one experience as it may have been the crew on that flight. If you are truly annoyed then lodge a complaint with Virgin as treatment should not be different.

 

[FirstClass]

Maybe the crew simply didn't like the cut of his jib?
I have noticed a propensity amongst Aussies in premium classes to affect the DYKWIA attitude; something that rarely goes down well with the help...

 

[anshul]

We upgraded to Virgin business several years back by paying $1000 and it was offered at the check-in desk. First we spent over 2 hours in the check-in queue at coughet airport (HKT) and when we bought the upgrade, we thought atleast it will be better experience from this point onwards but how wrong we were.

As soon as we upgraded and checked-in, we were asked to rush to the gate. There was still about 50 min to departure and we said we want to swing by the business class lounge but they said you will miss the flight and should head straight to the gate. When we boarded we found that there was another passenger in between who wanted to not move from his aisle seat. At the check-in counter staff confirmed that we are seated together and even Qantas has contiguous seats with non-contiguous seat numbers (letters) in business class so we didn't doubt it. Anyways, we asked the cabin staff if they can move us once everyone is seated and they said we cannot guarantee that you are seated together if you are getting an upgrade from economy. And I didn't think it was fair for cabin staff to mention that at all or even have visibility of this information. They should be serving everyone alike. They could have just said they will try or apologised that they can't instead of that comment.

We were on ground for about 2 hours and the flight took off over 1 hour late as the passengers were held up at the check-in queue. They kept onboarding for another 1.5 hours after we boarded. If they would have notified the passengers beforehand or not wasted our 2 hours in check-in queues, we could have relaxed in the lounge. Very poor management by the ground staff.

Anyways, it wasn't over. They didn't have any spare pyjamas sets and they gave one amenities set for two of us as they didn't have enough!! And again the reason given to us was that the ground staff upgraded too many passengers and they didn't have provisions. I said it's not a complimentary upgrade and I have paid for it and then they got another economy amenities kit for us!

They moved us after takeoff so that we could sit together and at the time of dinner service, they gave us menu with a few choice for mains and dessert but at the same time the attendant said you can only select a main or a dessert for meal! Again as they didn't have enough meals. I asked if they can serve from economy meals and we were asked to wait till the end of the dinner service as they couldn't get one before! Very mismanaged service overall, shouldn't they have our economy meal if we upgraded. We started with a cheese platter from dessert menu and shared the main meal. The meal from economy class came about an hour late and we were already preparing to sleep by that time. Overall the worst business class experience ever. Even the economy class service is better and attendants are more respectful @ Qantas.

I stopped flying Virgin completely after that incident.

 

[medhead]

With Qantas your booking will show a "J" ticket for cash paying business class while a ticket obtained using points will be identified as "U"

I'm not sure that the booking class is visible to qantas crew. Whereas it is printed on Virgin boarding passes.

 

[Princess Fiona]

Maybe the crew simply didn't like the cut of his jib?
I have noticed a propensity amongst Aussies in premium classes to affect the DYKWIA attitude; something that rarely goes down well with the help...

Maybe/maybe not. I can't say I've noticed the same attitudes as you have amongst Aussie travellers in premium classes. However I suspect that viewing the FA's as domestic servants, even in jest may be more of a barrier to a good customer experience than an upgrade.

 

[johnhoney]

Whether or not airlines differentiate between upgrades I feel that airline staff are mean spirited in their attitudes towards the beneficiaries of an upgrade. The opportunities for an upgrade have been earned from supporting the airlines. I still well remember the day Compass Airlines ceased flying Ansett withdrew the "free" beer. Things do not appear to have changed.

 

[dudekramer]

I have just flown Sydney-Dubai and Dubai-London in Business with Emirates, using Qantas points and the service was impeccable - followed up with BA from Heathrow to Moscow in 1st class, again using points, and no discernible difference in treatment by flight crew. Mind you, BA was not a patch on Emirates, possibly because the A380 allows much more flexibility than the 777. Anyway, using points has never posed a problem, and the service on almost all flights we have taken has probably been as good, if not better than when we actually pay, which I attribute to the fact that if we have suffice to points for these types of flights, we must be valuable customers of the airlines.

 

[Jurahn]

Well everyone values things differently. Just because you don't value the IFE doesn't mean others view it the same as you.

I agree - the IFE is a godsend for me, especially on long haul flights and domestic coast-to-coast. I have an inner ear problem, so suffer from motion sickness (and yes, I take meds for it). However to "read a book or a newspaper" isn't an option for me at all, attempting to do any reading (despite taking tablets) makes me very ill indeed, whereas I can handle watching IFE in short bursts - taking regular breaks from the screen - and of course can always listen to music or the audio of a movie or show I'm very familiar with, which helps not only to pass the time but also serves as a distraction for me as well, so I handle the flight much better (as I also tend to be a very nervous flyer, which doesn't help matters!).

 

[FirstClass]

I hadn't intended to 'diss' the IFE system or its users but was rather using it to illustrate the embarrassingly petulant performance of some pax when comparative trivialities fail to meet their loftier expectations... My attitude might arise as a result of being a member of a generation that recalls a time when a povver's trip to Europe meant a month or more spent barfing on the high seas. We are extraordinarily fortunate these days and perhaps occasionally forget just how fortunate.

 

[clipped_wings]

No point in me quoting those comments I refer to here. You'll know who you are....

There seems to be a controversial void between the demographic of people who fly for fun and those who fly because they have to. While I sympathise with those poor unfortunate souls who still regard their in air experience as a means to an end, spare a thought for us who actually enjoy flying. Every moment in the air is savoured, including the sometimes great food. When it's great, we don't want it to end soon. We check out the seats, the IFE and service. We celebrate a poster's upgrade and we commiserate an unfortunate review. Yes, I admit - it is a superfluous pastime. But how does it differ in self indulgence from any other hobby?

I love this forum because it is a terrific platform for novice flyers like me to learn much from seasoned air junkies. I am pretty sure it has helped me save money and I know it makes me a smarter traveller.

However, if you're going to bag an airline, a previous poster or a nationality, please be prepared to back up your claim with more than one destructive comment.

 

[FirstClass]

Haha! Wotta GOM I am! Thanks for the reminder that some people do fly for fun. I had, I must confess, not only forgotten the fact, but the fun. Wagging school to take a 'mystery flight' on an F-27 was indeed fun.

 

[medhead]

Since there is an airing of grievances:
I had another take on the attitude of Aussies in premium cabins - potentially in the USA context. Perhaps Aussies appear to adopt an attitude because they might regularly pay full fare of AA F rather than expect a freebie upgrade?

 

[birder]

I have not flown VA since, and do not intent to.

I also had very poor service on VA as a Platinum member. I asked, "If it's going to be like this, maybe I should try Qantas?" The response was, "Yes, next time try Qantas." I have not flown VA since except on free flights to use up my points. I went from Platinum to Gold and I'm now about to go from Silver to whatever the base colour is.

I did email Virgin to tell them about my experience - and especially the very rude comment - but they never responded.

Now I wish I had gone with Qantas from the beginning because I'd be a lot closer to lifetime silver than I am now.

 

[birder]

I hadn't intended to 'diss' the IFE system or its users but was rather using it to illustrate the embarrassingly petulant performance of some pax when comparative trivialities fail to meet their loftier expectations... My attitude might arise as a result of being a member of a generation that recalls a time when a povver's trip to Europe meant a month or more spent barfing on the high seas. We are extraordinarily fortunate these days and perhaps occasionally forget just how fortunate.

Please, spare me your self-righteous babbling. Go find some other youngsters to lecture....

 

[get me outta here]

Let's keep this a friendly discussion. That is what AFF is about, not about slanging off at each other.

 

[clipped_wings]

Let's keep this a friendly discussion. That is what AFF is about, not about slanging off at each other.

You're absolutely right. Apologies - lost myself for a minute there.

 

[Deleted member 29185]

I also had very poor service on VA as a Platinum member. I asked, "If it's going to be like this, maybe I should try Qantas?" The response was, "Yes, next time try Qantas."

This is VA's main problem.......... Ok, one of the main problems.

They lag Qf by a large margin (lounges, food offerings, LTS etc) but they seem to think VA flyers are stupid and don't notice! Now they're spruiking about staff retrenchments and cost cutting being good for the passanger.

Perhaps VA need to realise the pax they so desire, are not as stupid as they think! Even so, once scorned........now desired??????? Good! Where's the enticement, FOOL! (That was my "A" Team take-off)