Loss of economy x seat at check in

[i0sam0i]

Hi all,
My partner and I are both platinum (with a 9 month old infant) and make use of the economy x seats. 2 weeks ago, check in for flight syd-cns and our seats have been moved (still economy x) so didn't think much of it.
This morning, have checked in for cns-syd departing tomorrow, and we were moved from 4e & 4f to 6c & 6d. So out of economy x and into the standard seats. Only seats available in economy x are 5b & 5e. Flight is pretty full (however 5-6 exit row seats available)
Virgin call centre says that nothing they can do, operational reasons etc.
I'll go to the airport and try and sort this out,as being split is not the best outcome.
Disappointed that it has occurred twice in a fortnight. Have others had this experience? Chance of getting it resolved so we can sit together?

 

[Ains]

I've never had this experience. Seems very strange.

 

[cqtiger]

Never had that before either

 

[suze2000]

Operational reasons? Sounds bogus to me. Ring again.

 

[i0sam0i]

Operational reasons? Sounds bogus to me. Ring again.

Yes, seemed bogus. Just went to the airport (lucky everything is 5mins away in CNS). Service desk didnt know why it had occurred and didn't support the call centre. Seats resolved to the original booked seats, no issue. So good outcome.

 

[Saab34]

Strange answer if you spoke to the Platinum Team on the phone, who are Aussie based last time I checked and so appear more trained than the regular line.

Did the aircraft get subbed down from a -800 to a -700?. That’s the only time it happened to me and as I was last minute booking I got pushed from exit row to row 6.

 

[i0sam0i]

No aircraft change.
First spoke to general VA call centre as plat call centre wasnt open (6am), plat call centre added in the tidbit of SYD weather which seemed a stretch.
I found the most curious part was that within 30secs my boarding passes where printed by the service desk, no moving of other pax etc. Just really bizarre.
Weighing up if it is worthwhile lodging a complaint as I'm sure I'll get a very standard response.

 

[Saab34]

I would lodge a complaint, and make known that you went out of your way to go to the airport to fix, not many people go to this effort. I would expect them to compensate you a few thousand points.

 

[jasecao]

this happened to me about 3 weeks ago, firstly the person at the premium entry (SYD) said someone with the same last name got moved to my seat, then i called the Virgin Platinum line and they said i had to speak to someone at the airport as it was 2 hours before boarding, so i went to someone at the lounge, and was told with flight cancellations i got moved.

was in seats 4A and 4B and ended up in exit rows.

 

[Clairex92]

This has happened to me before (platinum) - person sitting in my original seat was the club status (FA offered them a bottled water). Little annoyed as a platinum guest my desired seat was changed for ‘operational issues’ like that.

 

[samh004]

This has happened to me before (platinum) - person sitting in my original seat was chairman’s status (FA offered them a bottled water). Little annoyed as a platinum guest my desired seat was changed for ‘operational issues’ like that.

Note that this is about the VA Economy X product (and in the VA forum) which probably has a different mechanism than rows 4 and 5 on QF, which I believe are reserved for CL and P1 these days. I'm not a frequent VA traveller, but I believe Economy X to be available to VA Platinum, which is different to the access a QF Platinum would get for such a row.

 

[Clairex92]

Note that this is about the VA Economy X product (and in the VA forum) which probably has a different mechanism than rows 4 and 5 on QF, which I believe are reserved for CL and P1 these days. I'm not a frequent VA traveller, but I believe Economy X to be available to VA Platinum, which is different to the access a QF Platinum would get for such a row.

Yes, I’m a virgin platinum and this happened when I had 3C allocated (got moved to 4B)). - should have said the club! Not chairman’s lounge

 

[Harthagan]

Ah so that explains the mystery of the bottled waters I've occasionally seen offered to select pax in row 3 on some flights. Always wondered what that was all about lol

 

[pauly7]

I have heard from government friends who hold club swag with VA that they can get anyone bumped out of economy X, anytime with a simple phone call.

I didn’t really take too much notice but maybe it’s true!

 

[mlob]

My family of 4 have been bumped into regular seats before too. Didn’t realise till we were boarding.

 

[suze2000]

I have heard from government friends who hold club swag with VA that they can get anyone bumped out of economy X, anytime with a simple phone call.

That's appalling, if true. (she says as the wife of a Plat member)

 

[sometime_flyer]

I've got a contact who works in the team servicing Club members. He assures me that nobody, not even a Red on non-member, gets evicted from booked Econ X seats for Club members.

 

[Jusrus]

It's happened to me a couple of times before. Annoying but didn't think much of it, as I do consider the Economy X (free bookings as Plat/Gold) a bonus, not a right.
Would feel differently if I was travelling with an infant though!`

 

[i0sam0i]

Flight was great (always seem to find the CNS staff and flight crew are friendly and helpful). Economy x had the seats full that were shown at my original check-in with 5b & 5e empty. Not sure if pax in 6c & 6d were bumped from econ x? Very full flight.
For smarter minds - 3abc was a family of 4 (infant on lap) 3ef / 4ab / us in 4ef were couples and a group of 4 across 5 a/c/d/f. 3d-4c-4d was a family of 3 (whose young daughter kept our daughter occupied for more than a few minutes which was nice).
I've made a feedback complaint, will see what comes of it. Interesting/clever requirement to status desired outcome, I put consideration of time and expense to travel to the airport to resolve. Let's see.

Finally, I consider economy x something that I have paid for, and should not be above /below any other paying pax for those seats. The fact that it is free (if available) for platinum does not make it a privilege to me, it is an advertised benefit that forms part of the consideration of the transaction. I think that there should just be a reason for changing a pax booking details, that should be communicated with the pax (blanket statement of 'operational reasons' doesn't meet this).

 

[Jusrus]

Finally, I consider economy x something that I have paid for, and should not be above /below any other paying pax for those seats. The fact that it is free (if available) for platinum does not make it a privilege to me, it is an advertised benefit that forms part of the consideration of the transaction. I think that there should just be a reason for changing a pax booking details, that should be communicated with the pax (blanket statement of 'operational reasons' doesn't meet this).

Fair enough point - I do seem to remember some wording around it that suggested that 'free' Plats come under those that pay extra as part of the ticket for it, though don't quote me!

And yes, changing your booking without checking/asking is very poor form.

I've submitted a bunch of complaints in person, via their forms and on the phone about various things over the last 10+ years and have not once had anything come back so i've stopped trying.

I look forward (and hope!) your experience is different!