Hi there,
I've just flown my first Virgin Australia sector in a while and when checking in online I was surprised to see a confirmation email containing the text "LOUNGE ENTRY Available*"
"Complimentary Lounge entry at selected cities before your flights departure, where Lounge service is offered."
This text was located in large font under the area where my checked and carry-on-baggage baggage allowances and infant equipment were also listed as included.
I did book an economy fare and as a velocity red member I didn't expect lounge access until I read this mail.
II looked for the fine print which stated;
"Carriage and other services provided by Virgin Australia are subject to our Fare Rules and Conditions of Carriage which form part of our contract. The Conditions of Carriage include (amongst other things): (A) Limits on our liability for personal injury or death of passengers and for loss, damage, or delay of goods and baggage; (B) Restrictions and procedures that apply to any claims you may make against us; (C) Our rules about bookings, seat allocations, ticketing, baggage, check-in times, refusal of carriage; (D) Our rights and limitations concerning flight delays or cancellations, including schedule changes, substitution of alternate airline or aircraft and rerouting; and (E) Information regarding the management of your Personal Information. You may access these Conditions of Carriage and Fare Rules online Conditions of Carriage | Virgin Australia.
Unless the Fare Rules that apply to your travel state otherwise, refunds of your ticket price are not available and any refund which is available will be made in the manner set out in the Conditions of Carriage. Virgin Australia may charge reasonable fees in relation to any refunds, ticket re-issuance and other circumstances as set out in our Fare Rules and Conditions of Carriage. Virgin Australia reserves the right to change fares before you pay for your reservation. Your Reservation Number is confidential and should only be given to Virgin Australia staff or your travel agent. Anyone with access to your Reservation Number will have access to your personal information. This document and any accompanying attachments are intended for the person names only. The information contained in this document may include Personal Information (as defined by the Privacy Act 1988 (Cth)). If you are not the named person, any use, interference with, disclosure or copying of this document, including any attachments is unauthorised and expressly prohibited."
I didn't see any text in the above that I thought precluded my 'complementary' lounge access and the fact the email confirmation was personalised with my details I thought I'd try access. I was declined despite showing my boarding pass and email confirmation with the above details.
Apologies if this is is a daft question but should I have been allowed entry in this instance?
If not, why list this in my booking confirmation email as available and complementary?
Any thoughts appreciated.
Cheers,
I've just flown my first Virgin Australia sector in a while and when checking in online I was surprised to see a confirmation email containing the text "LOUNGE ENTRY Available*"
"Complimentary Lounge entry at selected cities before your flights departure, where Lounge service is offered."
This text was located in large font under the area where my checked and carry-on-baggage baggage allowances and infant equipment were also listed as included.
I did book an economy fare and as a velocity red member I didn't expect lounge access until I read this mail.
II looked for the fine print which stated;
"Carriage and other services provided by Virgin Australia are subject to our Fare Rules and Conditions of Carriage which form part of our contract. The Conditions of Carriage include (amongst other things): (A) Limits on our liability for personal injury or death of passengers and for loss, damage, or delay of goods and baggage; (B) Restrictions and procedures that apply to any claims you may make against us; (C) Our rules about bookings, seat allocations, ticketing, baggage, check-in times, refusal of carriage; (D) Our rights and limitations concerning flight delays or cancellations, including schedule changes, substitution of alternate airline or aircraft and rerouting; and (E) Information regarding the management of your Personal Information. You may access these Conditions of Carriage and Fare Rules online Conditions of Carriage | Virgin Australia.
Unless the Fare Rules that apply to your travel state otherwise, refunds of your ticket price are not available and any refund which is available will be made in the manner set out in the Conditions of Carriage. Virgin Australia may charge reasonable fees in relation to any refunds, ticket re-issuance and other circumstances as set out in our Fare Rules and Conditions of Carriage. Virgin Australia reserves the right to change fares before you pay for your reservation. Your Reservation Number is confidential and should only be given to Virgin Australia staff or your travel agent. Anyone with access to your Reservation Number will have access to your personal information. This document and any accompanying attachments are intended for the person names only. The information contained in this document may include Personal Information (as defined by the Privacy Act 1988 (Cth)). If you are not the named person, any use, interference with, disclosure or copying of this document, including any attachments is unauthorised and expressly prohibited."
I didn't see any text in the above that I thought precluded my 'complementary' lounge access and the fact the email confirmation was personalised with my details I thought I'd try access. I was declined despite showing my boarding pass and email confirmation with the above details.
Apologies if this is is a daft question but should I have been allowed entry in this instance?
If not, why list this in my booking confirmation email as available and complementary?
Any thoughts appreciated.
Cheers,
