Not Flying VA / VS through HKG Again to LHR

[Wozza]

I had a torrid time in HKG recently as I transited through from SYD to LHR and back again on the Virgin Australia / Virgin Atlantic route.

When I booked the VA83 / VA 5341/2 route I knew there was a 7hr 20min lay over on the way out and a 3hr 30min lay over on the way back.

I assumed I would get lounge access! No problems. A meal, a drink, a quick shower and kip. That's fine. I didn't check before booking the ticket.

But no.

Nothing on the way out unless I was willing to pay hundreds of Dollars for my 7 hour experience.

And that's after being bounced from pillar to post, train ride back and forth with misinformation after misinformation. The HKG staff just couldn't tell the difference between Virgin Australia and Virgin Atlantic. And I struggled to find people that spoke English at the transfer desks.

It was a huge let down.

I just had my first successful overseas UpgradeMe bid accepted. So I had a wonderful 9hr 20 min flight up, flying in Business. I then got completely lost trying to find the transfer desk in HKG, and eventually tried to get lounge access. I then spent the next 2.5hrs going from one lounge to another being told I was not eligible for this one, but was eligible for that one. So I travelled back and forth on the Skytrain in the hopeful expectation the last advice I received would be the correct advice. I visited 5 lounges in total, probably more, all over the airport.

I gave up and eventually called the VA platinum and gold service desk. They were quick to point out that I had no lounge access on the way out as I was technically in the hands of Virgin Atlantic who did not have an arrangement for Virgin Australia's gold and platinum members in HKG!

I was so surprised.

But don't worry, in LHR you get to use the Virgin Atlantic Upper Class Lounge at T3 and can use Club Autus in HKG on the way back. Not to mention using The House at SYD on the way out. But sorry, you can't use Club Autus or any other lounge in HKG, free of charge on your 7 hour lay over.

I don't get it.

If I had flown Etihad through AUH, as I usually do, I would have received the royal treatment in lounge access as I have experienced as a platinum VA member. Virgin Atlantic / HKG Airport also didn't recognise my VA status in HKG when it came to boarding time and fast track queues.

The House in SYD and The Upper Class Lounge at LHR were good and outstanding, respectively. The Upper Class Lounge rivalled the First Class Lounge experience (almost) that Etihad had laid on the previous year. Club Autus in HKG was pretty ordinary, on the other hand. Crowded, lacking decent service, food and drinks.

There's no way I am flying with Virgin to London again. Virgin Atlantic just did not look after me in the way Etihad did. I have no idea why would be given their connections.

I think I will skip HKG in the future. Lesson learned. The hard way.

 

[serfty]

Indeed, there is no VA Status based lounge access when flying VS out of HKG: https://www.virginaustralia.com/au/en/experience/at-the-airport/international-lounge-access/

It is always good to research these things before departure.

Do you have any Priority Pass lounge access?

 

[Wozza]

Indeed, there is no VA Status based lounge access when flying VS out of HKG: https://www.virginaustralia.com/au/en/experience/at-the-airport/international-lounge-access/

It is always good to research these things before departure.

Do you have any Priority Pass lounge access?

I don't. I just assumed Virgin Atlantic would look after me like Etihad has done on partner flights.

What a wrong assumption!

 

[docjames]

Frustrating experience I'm sure. The VA aircraft seem to always arrive/depart the satellite terminal (gate 200+), so it's always a bit fiddly getting to/from the connections.

FWIW we had nil issues travelling in Y MEL-HKG-LHR with VA - VS with an overnight in HK each way but did end up early at the airport for dinner (~1900 for a ~2355 departure). But didn't have or need lounge - HKG is such a good airport, who needs lounges? Hours of entertainment for the mindocs. We tested all the kids play/tv areas (6 or 7 in the main terminal from memory).

You'd have been better off if you'd known earlier in the piece. It's a huge hole in the VA offering with scattered lounge access on this route.

 

[Wozza]

Indeed.

Thanks for sharing your positive experience. So glad it worked for you and the family.

I should have gone through immigration and spent an evening in HKG itself.

When I realised I was on a loser, I was already on the airside, trying to reach yet another lounge about 3 hours in to my 7 hour layover. Too late to exit, as I should have done.

I'm not flying the route again. The AUH experience is a million times better.

Less money for VA. More for a partner airline.

Umm. Oh well. Ce la vie.

 

[coolkid101]

Not to be antagonistic but I find it hardly fair for you to have a rant about the airline when the policies are clearly laid out.. Perhaps the reason why people were confused were because there is no standing policy hence the to and fro.
While it is obviously frustrating, many such assumptions, both major and minor, and throwaway comments like "I'm never flying this airline again" based on something the flyer hasn't researched, don't mean much. We see it all the time on common news networks about how people don't print out their tickets on Ryanair, or aussies who assume domestic first class in the USA means lounge access like it does in australia ..
Don't meant to be patronising.. But it's a common theme and maybe you could try submitting it to TPG to win one of their "reader mistake story" prizes!

 

[Wozza]

Fair cop. And good point, my fellow AFFer.

I think you missed the subtly of me saying I'm not flying the route again. I'm very happy with VA and VS. They are both excellent airlines, who I will fly with again - just not through HKG!

 

[jase05]

I’ve personally only had good experiences with the Club Autus lounge in HKG so disappointing to hear about your experience.
HKG is a brilliant airport that I find easy to manoeuvre through but I can definitely understand how it is a nightmare for some

 

[Wozza]

Thanks Jase. Good to hear you've had good experiences with Club Autus.

I got to try three lounges on this trip, and Club Autus was noticeably inferior to The House in SYD and especially VSs Upper Class Lounge at LHR.

For me, the staff on the shift I went through were quite cold, especially the ones serving food and drink. There was no personal service or touches. The food and drinks were ordinary. I suspect I would have had a similar standard of food and drink in the main precinct. And every amenity was being used. It was very busy.

But that's just nit-picking when it's free. But as an experience against The Upper Class Lounge and The House, it stood out, unfortunately.

Happy travelling, my fellow AFFer.

 

[Wozza]

Don't meant to be patronising.. But it's a common theme and maybe you could try submitting it to TPG to win one of their "reader mistake story" prizes!

I slept on this. But I think I ought to say something.

I have been posting for many years on AFF and have made many dear friends in person and online. I can't recall recieving such a disrespectful response from another AFFer. Especially to the closing remark I've included above.

I think this remark in particular was out of order.

@serfty was quick to say I should have done my homework. As you rightly pointed out too. But he did it in a respectful and helpful way with a link.

I personally have a rule of thumb that if I wouldn't say it that way to their face, then I ought to change the tone when saying it online.

 

[Austman]

When I booked the VA83 / VA 5341/2 route I knew there was a 7hr 20min lay over on the way out

It was an awful experience for you in HKG, I agree. Lounge access is one of the most tricky areas of FF status.

All I can add is that for such a long transit time at any airport, flying any airline, I'd be making sure in advance that lounge access is allowed, that the lounge will actually be open at the time you expect to access it and that there is no time limit for the lounge visit.

 

[serfty]

Planning ahead is what I do, but even then sometimes there are issues.

I have had to make alternate plans for early next year. I am arriving off CX into HKG 6am. I had been planning to use their "The Arrival" lounge before heading to my hotel, but "The Arrival" will be closed due to T2 renovations. There is a PP option across the hall but that is likely to be closed as well (I have not been able to verify this).

So, I am looking at options.

 

[Harthagan]

Sounds like a bit of a nightmare. Id be ready to murder someone haha.

Do virgin not have any of their own international lounges? I noticed in LAX which seems to be an extremely popular route for virgin they were using the emirates lounge who they dont have any affiliation or partnership with.

So yeah it can be very confusing with the international lounge rules/provisions. Researching is unfortunately mandatory, particularly for a lengthy layover of 7.5 hours.

 

[Wozza]

Planning ahead is what I do, but even then sometimes there are issues.

I have had to make alternate plans for early next year. I am arriving off CX into HKG 6am. I had been planning to use their "The Arrival" lounge before heading to my hotel, but "The Arrival" will be closed due to T2 renovations. There is a PP option across the hall but that is likely to be closed as well (I have not been able to verify this).

So, I am looking at options.

Hopefully you find a solution, @serfty.

Fingers crossed for you

 

[Wozza]

Sounds like a bit of a nightmare. Id be ready to murder someone haha.

Do virgin not have any of their own international lounges? I noticed in LAX which seems to be an extremely popular route for virgin they were using the emirates lounge who they dont have any affiliation or partnership with.

So yeah it can be very confusing with the international lounge rules/provisions. Researching is unfortunately mandatory, particularly for a lengthy layover of 7.5 hours.

Thanks @Harthagan.

I was directed to the VA page in Experience that shows which international lounges you can use in which airports. Now I know

 

[Wozza]

It was an awful experience for you in HKG, I agree. Lounge access is one of the most tricky areas of FF status.

All I can add is that for such a long transit time at any airport, flying any airline, I'd be making sure in advance that lounge access is allowed, that the lounge will actually be open at the time you expect to access it and that there is no time limit for the lounge visit.

Good advice, @Austman. Definitely lesson learned. I'm not a frequent flyer internationally (twice a year in comparison to 20 - 40 flights domestically). And when I am flying internationally, it's Singapore Airlines or Etihad.

I just assumed that the lounge accesses would be on a par with them when going VA / VS!

 

[Deleted member 29185]

I think I read VS is now a VA partner. I wonder if that will change this silly situation.

 

[Wozza]

I think I read VS is now a VA partner. I wonder if that will change this silly situation.

I saw that too in the latest Accelerate email I got this week. That would be very welcome if they do, as the two VS lounge options looked pretty decent (he says only having been at their reception desks!).

 

[williamsf1]

I think I read VS is now a VA partner. I wonder if that will change this silly situation.

VS closed the HKG Club House in 2017 .... Unless they reopen another I would say no

 

[clifford]

Planning ahead is what I do, but even then sometimes there are issues.

I have had to make alternate plans for early next year. I am arriving off CX into HKG 6am. I had been planning to use their "The Arrival" lounge before heading to my hotel, but "The Arrival" will be closed due to T2 renovations. There is a PP option across the hall but that is likely to be closed as well (I have not been able to verify this).

So, I am looking at options.

I believe it's open 24/7, and it actually isn't a bad little lounge. I've been in there several times, and it's very handy if you have to wait for check in to open.