My not so great Virgin Australia experience.....

[cgoh]

Recently status matched to VFF Platinum and thought I might divert some travel to VA (a lot of persuasion before management actual allowed to deviate from the strict Qantas only travel policy). Purchased a Flexi Fare for tomorrow morning's 5:55am flight from Brisbane to Melbourne, and wanted to utilise the PE taster upgrade.

Called the contact centre, and was persistently told by the 'clueless' operator that I purchased a flexi "saver" fare that does not allow upgrade. I disagreed with him and requested he followed up his supervisor regarding this. He then came back and persistently denied me the opportunity to upgrade to PE, and stated that this benefit is only allowed for Gold and Platinum member. I stated that I have been status match to Platinum, and I have a temp card, and there are notes left by the lounge angel on my account to that effect. He refused to listen and check and further implied that I was lying.

I requested to speak to a supervisor and he then put me on hold again (26 minutes gone and counting). Miraculously this time he came back and said I indeed booked a Flexi fare that can be upgraded but he was unable to process it at his end. He had to transfer me to someone else to do it. By then, it was already 35 minutes into the conversation and time was approaching 8pm. I was on hold for a further 5 mins, and when the clock ticked 8pm, the line got disconnected and here I am, purchased a flexi fare that was 2.5x more expensive than saver but denied the PE taster.

VA, I tried, but you failed me.

 

[Mal]

I believe the PE taster upgrade offer expired today (31 Aug). Technically it was pulled from advertising around 2 weeks ago, but was valid until 31Aug.

See Specials | Velocity Rewards

Have you purchased a Corporate Plus or Flexible Fare for travel by 31 August 2011 on a Virgin Australia domestic flight? If so, you have the opportunity to purchase a Premium Economy Taster Upgrade, and enjoy more space, comfort and choice with access to the Virgin Australia lounge and all the on-board benefits:

I don't believe it has been extended.

Now, you were put on hold and given incorrect information, and that is a valid complaint. But patchy service occurs with both QF and DJ - why give them one chance and say "you failed me" - If I counted all the times that QF has "failed me", I wouldn't ever fly them again.

 

[cgoh]

I should have been clearer. My flight is booked for 31/08/11 so technically I am still within the said period.

Further, when I said VA failed me, that's because I had put in an enormous effort to persuade management to allow me to fly VA, and I was suppose to report back regarding my trip so they would reconsider travel policy when our contract with Qantas is due for renewal by year end.

 

[Deleted member 29185]

I guess it is your call at the end of the day, but I'd suggest to try the overall product well, you need to give it a few goes. Like all call centres (including QF) DJs can at times be stubborn. It is probably the one issue I have had with them......even to the point of just not bothering (perhaps that's the intention). Now gold and plat has a dedicated local (BNE) help desk this may change (I haven't had reason to call them of late) and I am really hoping that will remove this "issue".

So many times I've called the call centre with no acceptable outcome, yet the lounge Angels and even the check-in staff are usually able to help, however this won't assist your dilemna right now. I'd suggest you email them and state your case (as you've done here) and ask for them to provide a PE taster in lieu for your next trip (as you are indeed trying the product, which is just what they want you to do). They may be able to do that, or maybe they can't, but it's worth a try.

 

[markis10]

When is your flight, the Gold centre could process it quickly in 45 mins when they open.

 

[Deleted member 29185]

When is your flight, the Gold centre could process it quickly in 45 mins when they open.

5:55am flight from Brisbane to Melbourne

I think the question should have been "When was your flight"?

 

[Homer]

Did you call the Gold or Plat priority number? I find the agents there to be orders of magnitude better than the ones you often get up in The Phillipines using the general number.

 

[markis10]

I think the question should have been "When was your flight"?

Bugger, still waking up!

 

[777]

Technically, weren't you calling outside the 3 hour pre-flight window when the tasters were offered?

I do realise that exceptions have been made in the past (although not for me when i last tried it) but there is a difference between VA not honouring it's promotions and expecting VA to do something over and above what has been promoted.

 

[UP4014]

Regardless of time frames, the line shouldn't just drop out at this critical moment for the passenger! The Virgin call centre operator knew the passenger details and perhaps could of called back for delivery of some above average service.

Yes, I'll call that failure of a phone call.

Matt

 

[markis10]

I agree it's a failure, and poor timing for it as well, thank you for reporting it, DJ have been responsive to input on Aff on a consistent basis.

 

[777]

I agree it's a failure, and poor timing for it as well, thank you for reporting it, DJ have been responsive to input on Aff on a consistent basis.

I should add that i agree about the failure of the phone service. Just that the expectation that you could get a taster upgrade (even when they were offered and advertised) > 3 hrs before departure wasnt based on anything VA have advertised or offered at any time. I realize that others here have reported that upgrades were given outside that window but it is a bonus when it happens not something you're entitled to expect. I have asked before and been told to call back later and didn't think that was anything to complain about.

I have had the gold line (which the OP probably didn't end up talking to) call me back when calls have dropped out in the past.

 

[cgoh]

Just a bit of an update.

The check in Angel put me in Row 3 and she offered to block the sit beside me so literally, I had the PE seat minus the service. I appreciate her effort and she did impress me. However, that does not fully mitigate what had happened yesterday.

Did you call the Gold or Plat priority number? I find the agents there to be orders of magnitude better than the ones you often get up in The Phillipines using the general number.

I don't have the number for priority as my status is still RED with Virgin, even though i have the temp card.

I should add that i agree about the failure of the phone service. Just that the expectation that you could get a taster upgrade (even when they were offered and advertised) > 3 hrs before departure wasnt based on anything VA have advertised or offered at any time. I realize that others here have reported that upgrades were given outside that window but it is a bonus when it happens not something you're entitled to expect.

Disagree, it is clearly on their website that it can be done >3 hrs, but the cost involved is higher which I was happy to pay.

Refer to velocity website. Unable to post link due to post count.

 

[straitman]

Not that it helps you now, however the number has been published here a few times and it was quite possible that you would not have gotten the upgrade anyway.

As others have said, if we all worked on a single experience that wasn't perfect we would just sit at home and do nothing.

 

[Virgin Australia]

Recently status matched to VFF Platinum and thought I might divert some travel to VA (a lot of persuasion before management actual allowed to deviate from the strict Qantas only travel policy). Purchased a Flexi Fare for tomorrow morning's 5:55am flight from Brisbane to Melbourne, and wanted to utilise the PE taster upgrade.

Called the contact centre, and was persistently told by the 'clueless' operator that I purchased a flexi "saver" fare that does not allow upgrade. I disagreed with him and requested he followed up his supervisor regarding this. He then came back and persistently denied me the opportunity to upgrade to PE, and stated that this benefit is only allowed for Gold and Platinum member. I stated that I have been status match to Platinum, and I have a temp card, and there are notes left by the lounge angel on my account to that effect. He refused to listen and check and further implied that I was lying.

I requested to speak to a supervisor and he then put me on hold again (26 minutes gone and counting). Miraculously this time he came back and said I indeed booked a Flexi fare that can be upgraded but he was unable to process it at his end. He had to transfer me to someone else to do it. By then, it was already 35 minutes into the conversation and time was approaching 8pm. I was on hold for a further 5 mins, and when the clock ticked 8pm, the line got disconnected and here I am, purchased a flexi fare that was 2.5x more expensive than saver but denied the PE taster.

VA, I tried, but you failed me.

Hi cgoh,
From your account it does appear that our agent was a little confused.
Also, they wouldn't have been able to check your new status as a temporary card wouldn't have you processed in our system as yet.

Good to see you have your seat now booked.

 

[Meggsy]

Just a bit of an update.

The check in Angel put me in Row 3 and she offered to block the sit beside me so literally, I had the PE seat minus the service. I appreciate her effort and she did impress me. However, that does not fully mitigate what had happened yesterday.
I don't have the number for priority as my status is still RED with Virgin, even though i have the temp card.

Disagree, it is clearly on their website that it can be done >3 hrs, but the cost involved is higher which I was happy to pay.

Refer to velocity website. Unable to post link due to post count.

Actually, the greater than 180 minutes and the higher charge refers to the upgrade cost for a flight of that duration or more with formal connections. Further up that same page it clearly states that PE taster upgrades can be purchased between 3 hours and 45 minutes before your scheduled departure time provided PE seats are available, you have not checked in, etc. I made the same mistake and read it incorrectly so can speak from experience. More importantly it sounds like the flight experience was positive so hopefully that gets a big tick for the future plans.

 

[serfty]

...

Good to see you have your seat now booked.

Not quite, cgoh flew this morning:

Just a bit of an update.

The check in Angel put me in Row 3 and she offered to block the sit beside me so literally, I had the PE seat minus the service. I appreciate her effort and she did impress me. However, that does not fully mitigate what had happened yesterday. ...

So cgoh received a row 3 aisle seat with an empty seat beside (probably by dint of the temp Plat card) - but none of the other PE perks.

 

[777]

Disagree, it is clearly on their website that it can be done >3 hrs, but the cost involved is higher which I was happy to pay.

Refer to velocity website. Unable to post link due to post count.

I suggest you read that again.

 

[cgoh]

I suggest you read that again.

I reread and I do offer my apologies for misunderstanding that.

Not quite, cgoh flew this morning:So cgoh received a row 3 aisle seat with an empty seat beside (probably by dint of the temp Plat card) - but none of the other PE perks.

Spot on........

 

[777]

I reread and I do offer my apologies for misunderstanding that.

No worries. It does sound like your phone experience was cough and it certainly would have p'ed me off so I do sympathise with that.