DJ = you don't get what you paid for

[bigjobs]

Completed feedback form on the website explaining my experience 2 days ago. Reply received back today. See below if your interested. I like the reply.

RE:* Virgin Australia Feedback Reference Id: 3........
*
Dear Mr bigjobs
*
Thank you for your feedback which has been received*by the Guest Relations department. We appreciate the time and effort taken to advise us of your recent experience with Virgin Australia.
*
It is with regret to read of your disappointment with our Premium product when travelling with Virgin Australia recently.* As a Premium guest you are indeed entitled to complimentary food and beverage and in-flight entertainment.* In this case as you were travelling on our Embraer aircraft cabin crew should have provided you with a DigEplayer.
*
Succeeding in any industry is about dedicating your efforts to the constant pursuit of improvement and we know that the customer is the pulse of our business. Please know that the feedback you have provided is extremely valuable and will certainly contribute to the development and success of our airline going forward.
*
Your comments have been logged and forwarded to the Cabin Crew Management Team for their reference and for the development and review of our customer service procedures. I can only assure you that the honesty of your comments*is appreciated as it allows us the opportunity to refine our processes to prevent any future loss of business from guests such as you.
*
In light of your experience I have issued you with a flight credit which can be used toward future flights on the Virgin Australia network.* Please see below information on how to utilise your credit for the amount of $x AUD:
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Please quote the Reservation Number ABCDE whenever calling and discussing the Credit File. It can only be used toward a future booking when the Reservation Number is quoted.
*
The Credit File is valid until 20th of September 2012.* The Credit File is valid for any person and for any flight route within the Virgin Australia, Pacific Blue or Polynesian Blue network, so long as the person calling to make a booking can quote the Reservation Number(Flight credits cannot be used on V Australia or our partner Airlines)
*
When you are ready to make a new booking, you will need to telephone our Guest Contact Centre on 13 6789 as you will not be able to access your credit shell via the website (please note that I have authorised for internet rates to apply). The amount will be used towards the payment of a new booking when the Reservation Number is quoted. Any outstanding difference between the credit file and the amount of the booking will be required to be paid at the time of the booking with a valid credit card.
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The credit file is non refundable
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We are committed to improving our services and look forward to being able to convey this when next you travel with Virgin Australia.
*
Kind Regards,
*
<Name Removed>
Guest Relations Coordinator
Virgin Australia Group
*

 

[N860CR]

Not a bad result. I'm travelling in PE on a points upgrade on Monday so will be interesting to see what happens then.

Good to see Virgin responded in a timely manner. I forwarded feedback over six weeks ago and have not received a response... however the rep is following up for me (much appreciated, as always).

 

[QFMEL]

Maybe if "PE'/"J" has generally been undersold in the past, the CC are used to having "[location only] upgrades" in these seats and charge accordingly.

Accounts for too large a percentage of their pax seated up front on most flights I've taken with them for that mistake to be a reasonable one to make.

 

[QF WP]

It's nice to see that the outcome appears to have been accepted both parties. Whilst it does appear to be some improvement in practice (from the FA's and/or manifest details), it seems to have been handled very well by VA. I like their standard wording and the clear empathy they have for their client.

 

[droche2004]

good outcome i think. Cant ask for more than that

 

[maninblack]

IMO Virgin are in the middle of making the switch from a hybrid LCC to a hybrid full service airline. They still aren't quite sure what they are and still have a foot in each camp. I find their website mildly confusing, the details and terms of their FF program mildly confusing, and their call centre staff mildly confused. In such an environment service mistakes are bound to occur but I give them credit, it seems they are trying in most cases, to get it right for the customer. Time will tell.

 

[bigjobs]

Yep, I'm happy with their response and result. I think it is accurate compensation for what happened, they replied promptly, openly and with a view to the future. I felt like they acknowledged my experience and were empathic while not gushing over me (which I wasn't looking for). My view is that one can't ask for more than that.

 

[DJ 1D]

ETA: nm

I'll PM you bigjobs

 

[N860CR]

No dramas with the points upgrade to Y+. My boarding pass clearly said "premium economy" and the booking class was "J".

What was a little annoyinh... Myself in 1C and a lady in 1F were the only actual Y+ pax on an overflowing SYD-BNE. The pax in 1A and 1D were upgraded free however given the full Y+ service as they were in the paid pax rows. I noticed the crew told them in the most subtle way possible that they could have a "complementary choice from the menu" where as the paid pax were offered the usual greeting. The man next to me in a suit and tie was clearly taken back at first but accepted... no issue there. The man on the other side of the aisle delayed our departure by about 10 minutes as he got lost heading to the gate, had a lovely BO smell about him (in his stubbies and thongs) and stood up just after the gear retracted because he "needed to take a p**s". My only Virgin complaint remains that they will upgrade whoever they have to in order to fill the plane, rather than seat the (clearly) non-status passenger down the pack and reseat a Gold/Platinum.

This was followed up by an excellent BNE-ROK with a really great crew. Again, no issues with the points upgrade.

I think you may have just been unlucky