DJ computers go down today - QF to my rescue

[Yada Yada]

I had a day trip from SYD to MEL today, booked on DJ. I used the web check-in last night and bypassed the long queues at T2 this morning. It's a very handy system.

DJ-808 arrived at MEL 10 minutes early, so while waiting for my pickup I went upstairs and used one of the Blue Check-in terminals to get my BP for the return flight, DJ-861 at 3:15pm. I was having a shorter day than usual so that I could get back home as Mrs Yada Yada was going out to a Christmas get-together. Yes, the silly season has already begun!

Anyway, after my meetings I was dropped back off at the DJ terminal at approx 2:55pm, only to find huge queues at the check-in and all of the Blue self-check-in terminals turned off and "out of order" signs posted on them. "Lucky me" I thought, with my BP already in hand. I walked past everyone and went down to the security screening point, and got selected for the random check. No problem as boarding usually begins 15 mins prior to departure. After the all clear I went to the gate, only to find that all DJ flights were running 2 hours behind! Apparently they had a major computer crash in the middle of the day, stopping departures nation-wide.

:shock: Eek! I promised Mrs Yada Yada I would be home in time. I asked if I could get on an "earlier" flight. "Sorry sir, but everything is already full". I asked if my flight might get away earlier. "Well, the plane hasn't even left Sydney yet, so very unlikely."

"Maybe I'll try Qantas" I said. The CSR said they'd just phoned QF for another passenger and that there were seats available on the 3:30pm flight, although now being almost 3:10pm they thought it would be closed. I decided to give it a try, so the CSR credited my DJ flight and wished me luck. "The shortest way there is to go outside and walk along the footpath" she said. I thanked her and set off.

By the time I reached the pavement I had dialled QF, punched in my FF number and pressed the buttons needed to speak to someone about a new booking. I got to a live person almost immediately and explained my predicament. I asked hopefully if I could get aboard the 3:30pm flight (QF-444). After tapping on his keyboard he confirmed that I indeed could still do so and quoted me $285. I pulled out my credit card while I continued to walk, dodging the people on the footpath and puffing while I provided my cc details. (Note to self - time to start doing more exercise!).

I'd now reached the QF security screening point and was beginning to unpack my computer. He finished processing the payment and advised me to go straight to the gate and pick up a BP there. I thanked him and hung up, and put my phone in the tray on the conveyor. Thankfully I was not pulled aside again for a random check.

Which gate? Of course, the fartherst one! I ran most of the way to the desk near the gate and showed my FF card. Within seconds a BP was printed, and I got on board at approx 3:24pm. Phew!

When I arrived home, Mrs Yada Yada said "you're a bit late!". :roll: Little did she know about my frantic half hour in MEL!

Anyway, BIG kudos and thanks to the QF CSR who made the booking and the CSRs at the gate who processed me so quickly at such short notice. It was very much appreciated and I shall write to Qantas to let them know.

 

[JohnK]

When I arrived home, Mrs Yada Yada said "you're a bit late!". :roll: Little did she know about my frantic half hour in MEL!

Anyway, BIG kudos and thanks to the QF CSR who made the booking and the CSRs at the gate who processed me so quickly at such short notice. It was very much appreciated and I shall write to Qantas to let them know.

Yoda you have been warned. The force may be with you but only if you travel with qf.

Velocity or vermin is not what it is all cracked up to be. I know it will have teething problems but stick to who knows best.

 

[Yada Yada]

Yoda you have been warned. The force may be with you but only if you travel with qf.

Velocity or vermin is not what it is all cracked up to be. I know it will have teething problems but stick to who knows best.

LOL!

Given the fact that it seems DJ points will be credited manually for a while and up to 4 weeks after a flight, I was wondering if the new FF program should be renamed Mediocrity? :wink:

- Peter

 

[QF WP]

Great to hear that QF saved the day, Yada Yada and that DJ were also willing to credit the fare back to you. Getting home late to the Mrs is never an option I select willingly. Just the :twisted: stare I get can make me wish I was somewhere else...

 

[JenC]

I have never had a pleasant experience on DJ. You get what you pay for as far as I'm concerned.
The professionalism of QF all the way for me on domestic flights. :wink:

 

[Zanzara]

Couldn't agree more. Blonde bimbos look good, but I don't have much confidence should something go wrong.

DJ are all marketing & hot air, but at least they provide competition to QF.

Flew with Pacific Blue & had to pay for a cup of coffee that has to qualify for the most revolting cup of coffee I have ever had in my life. They should have paid me to try and drink it, it was foul!

On one flight I caught, they encouraged passengers to play a toilet roll game. Pass the dunny roll to the person behind you & try not to tear the paper. Very cerebal! Can't see many business passengers wanting to play that game.

Although it's only my opinion, even though QF aren't as good as they used to be, they are much more preferable to fly on than DJ are.

 

[Yada Yada]

My experience with DJ has always been good aside from the problem last week and earlier in the year one cancelled flight. I'm always flying the main routes at peak times and they are always professional. Occasionally they make an attempt at humorous announcements but it's all in good fun. Staff are definitely more good natured that most QF staff, who I think are often a bit miserable because of their treatment by the company.

I'll agree that the DJ coffee is bad. I almost never buy anything on board. No big deal though - there are plenty of good coffee outlets in T2 close to the gates and you can take it onboard.

 

[JohnK]

Couldn't agree more. Blonde bimbos look good, but I don't have much confidence should something go wrong.

If you are going to have problems then you may as well have good looking blonde bimbos comfort you.

 

[JohnK]

My experience with DJ has always been good aside from the problem last week and earlier in the year one cancelled flight.

Peter, when you fly with virgins regularly and in my opinion those 2 problems in the one year are not a very good indication of either good service or good customer care.

If QF provided the same service you would be jumping down their throats by now.

 

[Kiwi Flyer]

I respectfully disagree.

I have had a lot more than 2 problems with QF this year. Does that mean I think its a terrible airline? No. QF certainly have things they can improve on; but if you fly often enough you will run into problems no matter what airline you fly (and remembering that some problems are outside the airline's control eg weather related). What makes a good airline is minimising the problems as much as is practical. What makes a great airline is how it deals with them when they occur.

 

[Yada Yada]

Peter, when you fly with virgins regularly and in my opinion those 2 problems in the one year are not a very good indication of either good service or good customer care.

If QF provided the same service you would be jumping down their throats by now.

Hi JohnK,

The cancelled flight was earlier this year - I can't remember exactly when but it was probably around March. They handled the problem really well by keeping us informed of what was happening and were very apologetic.

I've had similar situations with QF, as Kiwi Flyer said. Unfortunately with travel, cough happens. :wink: While being late is irritating, it's the nature of travel, IMO.

I still think Virgin's service and customer care are top notch, and between SYD-MEL I have found them to be early more often than on time and rarely late.

 

[JohnK]

I've had similar situations with QF, as Kiwi Flyer said. Unfortunately with travel, cough happens. :wink: While being late is irritating, it's the nature of travel, IMO.

Agree that travel with any airline you will end up having problems somewhere along the way. But I think that Virgin has more than their fair share of problems. I think those two incidents you mention are not isolated. Would be interested to find out the rate of cancellations per number of flights for both airlines.

I still think Virgin's service and customer care are top notch, and between SYD-MEL I have found them to be early more often than on time and rarely late.

I have not flown with them but know many people that have and the only reason they do it is because airfares are cheaper than Qantas, not for quality of service or customer care. I know that I don't fly anywhere near as much as you do but I have never had any problems with Qantas other than flight delayed waiting for connecting passengers from God knows where.

In my eyes Qantas customer care is fantastic. Other people have different experiences. As for service I don't think having to pay for meals and drinks is classed as being top notch. On Qantas flights I can get almost anything I want, within reason, flying cattle class. Not to mention all the upgrades I have received from discount economy to business class.

I understand where you are coming from and I hope that virgin takes care of all you flying needs. Qantas more than takes care of all of mine.

 

[Yada Yada]

But I think that Virgin has more than their fair share of problems. I think those two incidents you mention are not isolated. Would be interested to find out the rate of cancellations per number of flights for both airlines.

John, I'm not sure where you get that perception from. DJ has always been very reliable for me aside from those two incidents, which I think are indeed isolated. I've experienced similar delays with QF. Virgin are frequently trumpeting their on-time performance record as being the best in Australia so they cannot be consistently unreliable.

I have not flown with them but know many people that have and the only reason they do it is because airfares are cheaper than Qantas, not for quality of service or customer care.

You really should give DJ a try. I think you will be surprised. They are not what many have made them out to be. Inexpensive fares does not equate to bad service.

As for service I don't think having to pay for meals and drinks is classed as being top notch. On Qantas flights I can get almost anything I want, within reason, flying cattle class. Not to mention all the upgrades I have received from discount economy to business class.

I wasn't referring to food/drink service but rather their overall service - i.e. the flights, their aircraft cabins, loading/unloading, their staff at the check-ins, gates and on-board, etc. I really have not been able to fault them. Never have I had a crabby staff member or been treated with anything other than courtesy and respect. And they are very friendly.

Paying for the food on DJ is no big deal for me. If I pay a cheaper fare then I don't expect freebies. I rarely buy anything anyway because I just don't need to on short flights like SYD-MEL/BNE. QF has had to downgrade their food/drink service in domestic Y to contain costs, so it isn't that exciting. The snacks are fine (and similar to DJ's menu) but the hot meals on QF leave quite a lot to be desired IMO. I usually pass them up.

As I've posted elsewhere, DJ's coffee is awful - it must be cheap instant coffee. :roll: I really think that Virgin should install drip-filter machines in all their galleys.

 

[JohnK]

You really should give DJ a try. I think you will be surprised. They are not what many have made them out to be. Inexpensive fares does not equate to bad service.

Now that I am member of velocity maybe I will give them a try one of these days to see for myself.

All my information is second and third hand which I suppose is not really good enough for comparison.

 

[Mal]

I have flown DJ around 12 times this year. Maybe that figure will increase when I get home and check my boarding passes!

The service is ok. I have a certain price tolerance for DJ vs QF. More than about $40 and DJ is an equivalent airline. Does also depend on how much I need status credits and whether work is flying me or I'm flying on my own.

The airline is safe. The staff are good. I find them to be a little too "chirpy and comedians" for my liking sometimes. But I still enjoy each flight.

Now that they have a rewards program, it makes me want to fly them more in that "$30 saving" type situation.

2 of my flights have been delayed with DJ since they started. The first was a storm problem in Syd which shut down the airport for around 3 hours! The second was a plane malfunction in Canberra which meant we waited around for around 4 hours until they flew in a replacement from Syd.

Qantas has changed/delayed my flights a lot more. However, I do fly QF about 10-1 for each DJ flight.

So overall, I will fly each airline. Of course I prefer Qantas, but there are times when DJ wins out...

 

[Yada Yada]

Just thought I would add a postscript to this thread.

I wrote a thank you letter to QF last week (30/11/05) to thank them for the great service they provided when I was delayed by DJ and desperate to get home.

Just a few minutes ago I received a phone call from QF Customer Service thanking me sincerely for the letter and that they passed it on to the CSR who had helped me and to his managers.

It's nice to spread a little lurve!

 

[Kiwi Flyer]

It's always good to give positive feedback as well as negative. Provides encourage for the right attitude and approach - can only be good.

 

[jocthedinosaur]

Excuse my ignorance but why is Virgin DJ?

 

[NM]

Excuse my ignorance but why is Virgin DJ?

Because DJ is teh code allocated to Virgin Blue by IATA when they commenced operations. VB is not currently in use but has been used by about 6 different airlines in the past and may not have been available when they started.

Note their ICAO code is VOZ.

I guess we may well also ask the question as to why DJ aircraft are painted red. I am sure the answers are related in some way :wink: .

 

[JohnK]

I guess we may well also ask the question as to why DJ aircraft are painted red. I am sure the answers are related in some way :wink: .

Why are DJ aircraft painted red :?: Virgin Blue :?