Handling overbooked flights

[Ade]

There's nothing with over selling tickets, however VA makes every steps wrong when situation like this happens. I would ask for the compensation if VA can't get me on board after I pay for the ticket. Airlines make contract on their own benefit, such as if you no show, then you lose the value of the ticket or points, and if you make a change, then pay for the cost etc. However, if they off load you just because they oversold their tickets to make the revenue, then why passengers should cope with the inconvenience.

If airlines can charge for a NO SHOW, then customers should be able to "charge" the airline for not taking them on-board

The "charge" for the inconvenience could be cash (full/partial refund), double points for the flight/leg or 50% more points for that flight/leg. May be, may be 50% more SC for that leg/flight

 

[MEL_Traveller]

Which is exactly EU261, give or take.

 

[clipped_wings]

What conflicting information?

The part where you first say "Take someone else off the flight", followed by "...That's not right, I don't want to take someone else's seat". One comment just cancels the other one out.

I sympathise with you John. I really do. I could think of nothing worse than arriving to check in and be told the flight is overbooked. In fact, I have this very dream in the lead up to our flights in January. Husband, myself and our 6 kids are all on separate PNR's - in different cabins. It keeps me up at night.

So, mate, when I tell you I feel your pain - I feel your pain.

 

[JohnK]

The part where you first say "Take someone else off the flight", followed by "...That's not right, I don't want to take someone else's seat". One comment just cancels the other one out.

When she told me we were offloaded I was angry but had calmed down by the time I said you can't take someone else off the flight. I'm not the monster some people here think.

Don't blame single runway operations. As you can see above Virgin and Tiger were the only ones with issues to OOL that day. This is clearly Virgins fault. And I was technically offloaded so that will form the basis of my feedback and request for compensation.

I should not have been put in this situation. No one should be put in this situation. Very poor handling of the situation by Virgin.

 

[Dec1971]

Qantas gets its fair share of complaints as well.
Sometimes when things aren't geting your way a cool head is required. If you start belittling employees or they feel threated (not saying you did, but just stating) they aren't going to helpyou out. That's pretty much human nature.

Rubbish. I have been both victim and the cause for people being bumped on both airlines. Qantas no different from Virgin. These things happen, mistakes are made. Sadly airlines are not perfect.

I do sincerely feel for you though traveling with a 2 year old. I still have nightmares about my regular flights SYD-LHR with newborn twins and a two year old! It makes you realise how good solo travel can be!!!

 

[UP4014]

Airlines have the money up front before the plane leaves the gate regardless of if you turn up, there is no need for them to over book then take it out on the customers.

As for Virgin, the way they are heading I think we can expect more of this from them.

 

[TheInsider]

Airlines have the money up front before the plane leaves the gate regardless of if you turn up, there is no need for them to over book then take it out on the customers.

As for Virgin, the way they are heading I think we can expect more of this from them.

Unless you want airfares to rise, then oversales will keep on happening.

 

[RooFlyer]

Unless you want airfares to rise, then oversales will keep on happening.

That's always the threat isn't it?

"Let us keep a system where we maximise our income while regularly leaving legitimate, paid up customers in the lurch, perhaps ruining trips and costing them money, or else we'll charge more".

It's been a long time coming, and may not be a perfect result, but the ACCC is slowly catching up with the airline industry.

 

[JohnK]

Unless you want airfares to rise, then oversales will keep on happening.

Why? Airfares in Australia are already at the obscene level. I cannot think of anywhere in the world where short haul airfares are this expensive.

P.S. Overselling flights and then offloading people who check in last is sheer stupidity. I purchase seats on a flight 12 months ago and circumstances beyond my control mean I get to airport late and then lose my seat on that flight? What utter nonsense.

If airlines want to continue overselling then any tickets sold after flight is full go on standby. Someone doesn't turn up and those on standby can travel. And the warning should be there at time of purchase. "You are purchasing a standby ticket as flight is full".

Why are most things an airline does illogical?

 

[TheInsider]

It's been a long time coming, and may not be a perfect result, but the ACCC is slowly catching up with the airline industry.

Like it or not, more regulation means higher fares.

 

[RooFlyer]

Like it or not, more regulation means higher fares.

It doesn't require regulation!!

 

[straitman]

Why? Airfares in Australia are already at the obscene level. I cannot think of anywhere in the world where short haul airfares are this expensive.

The short answer to this is about 20 pages

Why are most things an airline does illogical?

Only from your perspective.

 

[UP4014]

Unless you want airfares to rise, then oversales will keep on happening.

The flip side to this is overbooking is giving me a discount ticket, anyone else think this?

 

[Ade]

The flip side to this is overbooking is giving me a discount ticket, anyone else think this?

How so ? surely I'm missing something

 

[JohnK]

The short answer to this is about 20 pages

Only from your perspective.

Not only my perspective.

Downgrading from First/Business to economy and not providing a refund as last minute Fully flexible economy is more expensive than discount First/Business.

Anyone here that thinks overselling is a good thing then please don't ever find yourself in that situation with a need to be anywhere anytime soon.

You turn up 1 minute late and are not checked in or offloaded but airlines constantly delay flights.

Ridiculous fuel surcharges on award flights but award flights are generally marketed as "free flights".

I'm sure you can think of more examples.

 

[Bagpuss]

Anyone here that thinks overselling is a good thing then please don't ever find yourself in that situation with a need to be anywhere anytime soon.

Suggest you never fly with a US airline as it's an extremely common practice for US airlines to oversell.

Worth a read:

Overbooking is legal in Australia. Here's what to do if it happens to you

It's a "fairly common" practice for airlines to sell more tickets than there are seats and experts say Australia is lagging behind when it comes to compensation for passengers.

www.abc.net.au

 

[KAH]

The handling of this by Virgin Australia seems simply inept if they want to be a 'full service airline'. It is very hard to see this as anything other than denied boarding.
The experience of others in my organization is that VA is fine if everything goes well. However, as soon as something goes wrong, VAs ability to recover and handle things well is poor - indeed ineffectual. They do not seme to customer experience to manage these situations.
The VA share price continues to gently slide down - reflecting the financial market's take on the performance of VA's management in running the airline.

Colleagues in the field who I have spoken to directly tell me that the VA technical ability is good to excellent but the customer service experience seems poor. One is left wondering why they seem do so well in one area and poorly in another.

 

[Bagpuss]

This is entirley Column A and Column B.
As there were weather related issues there were have been chaos. That's pretty much a fact as the media always report it.
Whilst you feel "hard done by", there would be other passenger(s) singing the praises of VA for the handling of their delay as they "took your seat(s)".
It's simply a lose-lose situation for the "hard done by passenger(s)".
Simply contact Virgin Australia and inform them of the situation, and follow it up with an email.
This post on the forums is valid as it's your chance your gain advice from other frequent flyers and that's fair enough.
Though posting on here isn't going to solve your issue and will probably lead to more frustration. On the day you may have been lucky enough as part of the media reporting to get a media reference of "On the AFF forum a passenger posted their disgruntlement in relation to the delays.

As per the Virgin Australia booking website "We will always do our best to get you to your destination on time, however, we do not guarantee flight times or schedules and they do not form part of your contract with us. "

Though Paul Scurrah is quite clear that he wants the airline to provide good customer service, so he's obviously on the side of passengers.

A good tip is to always check-in for your flights, prior to arriving at the airport.

 

[blackcat20]

The handling of this by Virgin Australia seems simply inept if they want to be a 'full service airline'. It is very hard to see this as anything other than denied boarding.
The experience of others in my organization is that VA is fine if everything goes well. However, as soon as something goes wrong, VAs ability to recover and handle things well is poor - indeed ineffectual. They do not seme to customer experience to manage these situations.
The VA share price continues to gently slide down - reflecting the financial market's take on the performance of VA's management in running the airline.

Colleagues in the field who I have spoken to directly tell me that the VA technical ability is good to excellent but the customer service experience seems poor. One is left wondering why they seem do so well in one area and poorly in another.

It’s not denied boarding when you aren’t checked in.

 

[froggerADL]

I think the OP made the point that his flight wasn't cancelled, possibly other flights were

The airlines get slots from the airports and on the day prior, if the weather forecast is for strong winds, air traffic control instructs airlines to cancel a percentage of their flights (no ifs, no buts, you cancel flights and consolidate passengers on your remaining flights). If you don't agree with that process, you need to talk to other organisations, not VA.