Failed Virgin Experiences...

[ema]

On the 6 (Virgin/Pacific) flights within the last 12 months taken with my 7yo daughter (who has mild cerebral palsy and uses a stroller as a wheelchair), despite reassurances from the check in staff, her stroller has been sent to oversized baggage and not the gate as requested (and promised). And every single on of those times there was no wheelchair made available at the gate. So we had to wait for a wheelchair for up to 30 minutes after disembarking.

If my daughter is travelling, it means so are the other 3 kids and this doesn't make for a pleasant beginning/end to our travels. This (along with the delayed credit of points/status) is making my love for Virgin wane.

edited to add, there was one flight where it all worked (VA to LAX, they had a wheelchair waiting for her as they did at Nadi, but not on the return flight )

 

[LiamR]

Priority Boarding on DJ761 home last night was a failed experience. Priority boarding call happened at every man and his dog ran down the purple lane.

Staff did nothing to stop them or send them to another queue.

It was a bit embarrasing as I was travelling with two other people and talking up how good Priority Boarding is, and how I never have to queue at the gate. But it definatly isn't the end of the world. As Taezar said. #Firstworldproblem

 

[Noob]

Priority Boarding on DJ761 home last night was a failed experience. Priority boarding call happened at every man and his dog ran down the purple lane.

Staff did nothing to stop them or send them to another queue.

It was a bit embarrasing as I was travelling with two other people and talking up how good Priority Boarding is, and how I never have to queue at the gate. But it definatly isn't the end of the world. As Taezar said. #Firstworldproblem

That's pretty annoying, hopefully the VA rep will see this - they need to make it clear to their ground staff to be very strict about priority boarding. I think you have identified a pretty big problem which needs to be fixed ASAP.

I just don't get people, why would someone think they get 'priority boarding' for no reason!? Gosh some people are thick lol
Maybe they need a lounge dragon to be in charge of priority boarding?

 

[MiLK_MaN]

Priority Boarding on DJ761 home last night was a failed experience. Priority boarding call happened at every man and his dog ran down the purple lane.

Staff did nothing to stop them or send them to another queue.

It was a bit embarrasing as I was travelling with two other people and talking up how good Priority Boarding is, and how I never have to queue at the gate. But it definatly isn't the end of the world. As Taezar said. #Firstworldproblem

This happened this morning in MEL as well for DJ303. I was going to take a pic but felt uncomfortable doing so.

 

[LiamR]

This happened this morning in MEL as well for DJ303. I was going to take a pic but felt uncomfortable doing so.

Oh, so it's a recurring problem? I'll have to askMisha how bad it is, he travels through MEL more than once a week.

I was very sneeky in taking it... I don't want to draw attention to myself.

 

[Noob]

Oh, so it's a recurring problem? I'll have to askMisha how bad it is, he travels through MEL more than once a week.

I was very sneeky in taking it... I don't want to draw attention to myself.

Where is Mr. Misha? - He is listed as a 'guest' now??

 

[cavemanzk]

Damn I should of taken a photo of the check-in que for DJ54 last night, it would make that line look good

 

[MarkD]

I must admit, my last 8 or so flights on DJ over the past couple of weeks, the Priority boarding has been flawless. Walk up, they turn to you scan, and walk on. On 1 occasion, the stampede started in the priority lane, and they stopped scanning, and told announced it was for PE/Gold only, and all those ineligle wandered back to the correct line.. I think that is just human nature, nobody likes to q...

Maybe I was lucky, but 100% strike rate with PB working as it should impressed me no end.

 

[DSFlyer]

Travelled Brisbane to Sydney this morning and priority worked well with gate angels ensuring everyone knew which lane they should be in.

 

[markis10]

I have had the same thing, flawless boarding except for in MKY which does not have it!

 

[VA FF]

This happened this morning in MEL as well for DJ303. I was going to take a pic but felt uncomfortable doing so.

It happened to me for the first time out of Sydney last week, to the check in staff at the main counters credit, they did make the announcement that if you were not gold you were to go into the other line after everyone lined up in priority lane, as they do some people stayed in the line and were turned back.

It's woeful on the Gold Coast though (I know there is no lane) as everyone lines up 25 mins before boarding, when they announce Gold etc to start boarding first, nobody moves (It's obvious they are not gold), I just walk up the front of the line as it's frustrating. It should be a little more controlled.

 

[Deleted member 29185]

It's woeful on the Gold Coast though (I know there is no lane) as everyone lines up 25 mins before boarding, when they announce Gold etc to start boarding first, nobody moves (It's obvious they are not gold), I just walk up the front of the line as it's frustrating. It should be a little more controlled.

I'm hearing you there! Gate 6 is the worst, as the door is crowded and you can't "walk" to the front of the mob.........barge perhaps, but a dainty petal like moi isn't inclined to do that (much :mrgreen!

I've so far found PB to work well.....also the priority lounge entry/screening @ SYD. When I went in there as silver (but with PE booking) the lounge angel??/dragon really gave me the once over because I didn't immediately show my boarding pass. I confess that I thought that even though they say they need to see a current boarding pass, that it would show up when they swipe the Velocity card....apparently not!

 

[Justchecking]

That's pretty annoying, hopefully the VA rep will see this - they need to make it clear to their ground staff to be very strict about priority boarding. I think you have identified a pretty big problem which needs to be fixed ASAP.

I just don't get people, why would someone think they get 'priority boarding' for no reason!? Gosh some people are thick lol
Maybe they need a lounge dragon to be in charge of priority boarding?

It's not that they don't get it. It's that no-one listens to the actual PA being made. They just hear something and then automatically make a b-line for the gate agent. Ignoring all signs along the way. I guess the gate agents found it easier to just scan people through than have an argument with each one.

 

[DJ 1D]

I've never had a problem with priority boarding, always worked a treat. Very happy with it.

But priority security in Melbourne has never worked. Never seen it policed properly.


One thing I'm getting bloody sick and tired of is the inconsistency in the PE service. I can understand and forgive the various hard products - red, rogue, biz - but I'm getting very tired of the poor soft service on some flights. It's so damn hit or miss I'm starting to think that's it's not worth my money. I've been flying PE almost exclusively for the past year, either full fare or taster upgrade. But I'll be damned if I'm going to keep paying (esp w/out the taster) if the service is going to be so unreliable.

 

[LiamR]

Interesting...

I'm wondering if it has anything to do with delays? 2230 departure that boarded at 2300.... Probably just wanted to get us on quickly rather than telling everybody to go and join a different queue.

 

[markis10]

. But I'll be damned if I'm going to keep paying (esp w/out the taster) if the service is going to be so unreliable.

I would imagine with J coming in then there will be a need for a dedicated J crew to stay and service the Pax, rather than trying to sell goods down the back. One thing I have noticed is most of the poor soft product service is on flights that have a crew finishing up for the day at the destination. I have also received as a whole much better service on the e jets.

 

[LiamR]

I would imagine with J coming in then there will be a need for a dedicated J crew to stay and service the Pax, rather than trying to sell goods down the back. One thing I have noticed is most of the poor soft product service is on flights that have a crew finishing up for the day at the destination. I have also received as a whole much better service on the e jets.

Similar to Qantas, the CS will be in charge of the J Cabin. They have recently completed (some are just about to finish) the necessary training for Business Class.

I think it's a couple hours of training online, and then two days in BNE learning the practical side of things.

One thing I'm getting bloody sick and tired of is the inconsistency in the PE service. I can understand and forgive the various hard products - red, rogue, biz - but I'm getting very tired of the poor soft service on some flights. It's so damn hit or miss I'm starting to think that's it's not worth my money. I've been flying PE almost exclusively for the past year, either full fare or taster upgrade. But I'll be damned if I'm going to keep paying (esp w/out the taster) if the service is going to be so unreliable.

Mmm. I'm inclined to agree with you here. Lately it has got quite inconsistent. I'm hoping it is due to the upcoming transition to Business class.

 

[ash.1111]

Business Class will be a huge step up from Premium Economy. You have my word on that

 

[DJ 1D]

Business Class will be a huge step up from Premium Economy. You have my word on that

In quality or price?

 

[VA FF]

I'm hearing you there! Gate 6 is the worst, as the door is crowded and you can't "walk" to the front of the mob.........barge perhaps, but a dainty petal like moi isn't inclined to do that (much :mrgreen!

I've so far found PB to work well.....also the priority lounge entry/screening @ SYD. When I went in there as silver (but with PE booking) the lounge angel??/dragon really gave me the once over because I didn't immediately show my boarding pass. I confess that I thought that even though they say they need to see a current boarding pass, that it would show up when they swipe the Velocity card....apparently not!

I don't think I have boarded at gate 6, always been 4 or 5.. Depending if I know the plane is full or not, the main reason I like to get on early is because you won't find room for any carry on being a late arrival..

As for the Sydney Priority Entry, I sometimes show a boarding pass and sometimes show a Gold Card, they haven't shown it to be an issue so far.

VA rep, are you able to bring up the boarding issues at all so gate staff can maybe act upon it?