Seat selection in new system?

[Shano]

Yep, it still shows the 2-2 seating, but isn't actually considered business class on flights that don't offer it.
They have been know to move Plat and Gold FF's in to row 1 & 2 on these flights in the past, however I've found since the system changes this is less likely.

Just did mobile checkin and was able to move from 6D to 1D - so Rows 1 and 2 not J class.

 

[eastwest101]

Just a few observations from my last several Y class VA flights, some loads are very low on regular flights that I remember used to be quite full in the past (same flights/times) like 75-85% load factors now down to about 50-55% recently. I can see this because I have now found the back of the plane.

Over the last few weeks seat selection seems to have changed a lot, seems to be a lot of PAX jammed into rows 5-15 on B737 services, anything in front of row 3 and behind about row 16 are "ghost towns". For some reason E190 services seem to have more evenly spread seat assignments. J class loads have dropped and am seeing more and more empty J cabins.

Oh and I am still having trouble getting my seat assignments online working at all or indeed any other part of Velocity and the VA web sites to work properly. May have something to do with the weird seat assignments and empty planes lately. You would think all these empty J cabins would have encouraged me to do a few points upgrades to J class but alas I can't do this online either at the moment.

 

[jajappamon]

Just did mobile checkin and was able to move from 6D to 1D - so Rows 1 and 2 not J class.

As a Gold it let you move to row 1 during online check-in?...
If that's correct then perhaps someone has seen sense and changed the OLCI system to allow it.
Previously OLCI would only allow row 5 or 7 back depending on whether business class was being offered.

 

[Shano]

As a Gold it let you move to row 1 during online check-in?...
If that's correct then perhaps someone has seen sense and changed the OLCI system to allow it.
Previously OLCI would only allow row 5 or 7 back depending on whether business class was being offered.

Correct I was able to move to Row 1 during OLCI.

Currently sitting in a J seat on a saver lite fare. Pity it's only MEL - LST

 

[777]

Just a few observations from my last several Y class VA flights, some loads are very low on regular flights that I remember used to be quite full in the past (same flights/times) like 75-85% load factors now down to about 50-55% recently. I can see this because I have now found the back of the plane.

Over the last few weeks seat selection seems to have changed a lot, seems to be a lot of PAX jammed into rows 5-15 on B737 services, anything in front of row 3 and behind about row 16 are "ghost towns". For some reason E190 services seem to have more evenly spread seat assignments. J class loads have dropped and am seeing more and more empty J cabins.

Oh and I am still having trouble getting my seat assignments online working at all or indeed any other part of Velocity and the VA web sites to work properly. May have something to do with the weird seat assignments and empty planes lately. You would think all these empty J cabins would have encouraged me to do a few points upgrades to J class but alas I can't do this online either at the moment.

Just curious if you are comparing like for like in terms of time of year? From memory jan and early feb are slow for business travel.

 

[eastwest101]

Just curious if you are comparing like for like in terms of time of year? From memory jan and early feb are slow for business travel.

As I said - they are only my observations but, funnily enough, I have been flying for business to make these observations, so we know the entire business world does not cease to operate in Jan/Feb.

I guess the travel numbers will come out and we will eventually see the numbers courtesy of Markis10 most likely!

 

[CMak]

Called Velocity yesterday to get seating for a few TSV - BNE - SYD flights coming up shortly and most forward seats I could get as a Velocity Gold was 6.
Before the change over I was often seated in 3.
CMak

 

[Lowgoz]

Just spoke to the team - around 40% of their calls now are members wanting to change seats. How on earth can this be economical!?
Additionally, she was aware that the new system allows anyone to get allocated to the gold / plat sections upon terminal checkin.

No word as to if they are going to fix it, but she had her fingers and toes crossed that they were going to do something

 

[eastwest101]

Called Velocity yesterday to get seating for a few TSV - BNE - SYD flights coming up shortly and most forward seats I could get as a Velocity Gold was 6.
Before the change over I was often seated in 3.
CMak

Thats OK - judging from what I have seen lately if you keep row 6 I think you still won't have many higher status or indeed any people in front of you (or behind you)!

Given that you rang the call centre to get Row 6 can I assume that web site seat selection is still broken for you too?

 

[Boris spatsky]

Had Row 3 today as WP. At check in 30 mins before departure, no one next to me. Woo hoo i thought. I get onboard and a rather large gentleman had taken the shadow!! Most unenjoyable flight, i was squashed in the corner with no room. Turns out he was an SG. Must have asked at the lounge. I don't like this system!!

 

[CMak]

Still broken. Lady at the call centre expects (hopes) that the system will be fixed shortly.

 

[Warks]

I could only get 7A 48 hours before my flight but then I tried again 24 hours before and changing seats was greyed out - I could only reprint my BP.

In The Lounge about an hour before my flight today I asked to go forward and got 3A with no one in 3B so it was as good as it gets. Still it should be a lot better for OLCI.

 

[Bolthead]

Had a an extended weekend this weekend Thurs-Monday, SYD -OOL. Myself Plat, wife Plat and daughter no status. Originally when I booked I didn't opt for seat allocation however about 2 weeks ago I rang the call cnetre and got 4A, 4B & 4C. When I went to OLCI at T48 hours I changed to 3B, 3C and 3E (for the daughter) however when she got on board 3D remained empty and shed moved over and had an empty seat. On the return flight once again I had no seat alloaction and at T36 hours I went to OLCI and got 3A, 3B & 3C. Can't complain.

 

[Burrito]

Happy to have scored exit row for a few upcoming flights without copping a $30 extra leg room charge. +1 pleased with the seat selection change

 

[MarkD]

I get onboard and a rather large gentleman had taken the shadow!! Most unenjoyable flight, i was squashed in the corner with no room. Turns out he was an SG. Must have asked at the lounge. I don't like this system!!

It always amazes me why anyone, travelling solo would choose a middle seat. Especially row3 if he was a bit large, as its actually going to be even more uncomfortable for him, with those fixed armrests

Was the flight full by chance? As a spare seat next to you is nice, but its not a documented benefit, nor should it be expected really ( dont get me wrong, I enjoy it as much as everyone and get really put out when its snatched at the last minute) but such is life, if I want the room I will pay to go j

 

[tickthelist]

Glad I have found this forum and appreciate the info posted, this is my first post with you good people.
Seat allocation since move frustrating, attitude/denial by Virgin even more annoying.
See following for my complaint to Virgin and their response in the last week.

Letter to Virgin
Good people of Virgin,
I have been flying with you for sometime and have clawed my way over the dead and dying to reach the rank of Gold. Of course that's hardly very exciting news to you guys but one of the things I really like about it is that you reserved the first four rows in economy for Gold and Platinum FF's. I note that since you switched to your new system that doesn't seem to be the case and I seem to be getting shoved to the back of the plane pretty consistently. If I recall correctly, in the last twelve months flying with you I think I've been in the first four rows of economy every flight and frequently I've made it into the magical Row 3 which is the veritable Valhalla of seating in cramped class. The booking I have listed is a good example, xx_, which is a BNE/MEL sector on 18 February I have been allotted Row 16 both ways which is typical of what I have been experiencing. I'm off to Perth for my sins tomorrow and, until I coughed to your excruciatingly polite phone guys, I was in Row 15 or something, now I'm in 7 on the return sector. I have a couple more bookings to Syd and Melb and it's the same story, no where near the first couple of reserved rows. When I questioned your call centre jedi they explained that the preferred seating system still worked and that it was simply that all the seats had been selected by frequently fliers, I said that I thought that was improbable given my previous experiences but I'm guessing my line of inquiry wasn't on their cheat sheets and they kept giving the same answer so I gave up had another glass of wine.
So my complain/inquiry is can you fix this please or let me in on the secret handshake so I can get back towards the pointy bit of the plane?
All the best,
PS. Your new FF login sucks, I mean surely you shouldn't have to login to your account, then login a second time every time you want to look at a booking. Right now I have six bookings with you, and to see any of them I have login separately every single time. Surely one of your mandarins in the IT dept would have thought this wasn't a terrific plan during testing? Any plans to fix it?


The Response
Dear Mr xx_

RE: Virgin Australia Feedback Reference ID: xx_

Firstly, thank you for your feedback. I do appreciate the time and effort taken to advise us of your recent experience with Virgin Australia.

Mr xx_, it was with great regret that I learned of the difficulties you have encountered in attempting to request preferential seating recently. As you are no doubt aware, we are in the process of transitioning to a new and improved booking system, and while exhaustive planning was undertaken in order to minimise disruptions, we may inevitably experience setbacks from time to time as new processes are rolled over. On behalf of Virgin Australia, I would like to extend a sincere apology for any frustration or inconvenience caused.

I have discussed the situation that you have described with a supervisor and I have been advised that we have not received notification of ongoing technical problems (note, I have highlighted this) with regard to seat selection in the Guest Contact Centre. Regrettably, I am unsure why this would have been a problem for the agents at the time of your call. With regard to the online system, at this stage, selection and changes to seat allocation are only available at the very initial stages of the booking process, as the function to do this under “Manage Bookings” has been temporarily removed.

Rest assured that I will be forwarding your feedback regarding the problems you have encountered tour Web Development team for their investigation. It certainly seems as though there are a number of areas in which room for improvement exists.

Mr xx_, we value your loyalty and commitment to Virgin Australia. In light of the unsatisfactory circumstances you have encountered and as a gesture of goodwill, I have issued you with a Flight Credit to the total value of $100 AUD. You will receive an email within the next five business days confirming the details of your credit and how it may be utilised.

Once again I do thank you for taking the time to contact us with your concerns. We look forward to the opportunity to welcome you onboard in the coming weeks.

Kind Regards

xx_

 

[777]

Great first post. Welcome!

I have discussed the situation that you have described with a supervisor and I have been advised that we have not received notification of ongoing technical problems (note, I have highlighted this) with regard to seat selection in the Guest Contact Centre.

If that is not complete and utter horse excrement then their internal communication is worse than their web site.

 

[oz_mark]

If that is not complete and utter horse excrement then their internal communication is worse than their web site.

I have come to the view that they are in a complete state of denial with regard to customer facing issues with this changeover.

 

[777]

I have come to the view that they are in a complete state of denial with regard to customer facing issues with this changeover.

I am inclined to agree. They seem to be adopting a "if we don't mention it hopefully no one will notice." They really should send their media team back to Crisis Management 101.

 

[tickthelist]

The next letter and response, no less frustrating but some clarity provided. Not happy with their new policy but feel they should articulate it clearly:

To Virgin

I wrote to you on 3 Feb 13 (ref ID xx_) regarding this issue. Your prompt feedback to me was that:
1. it's a new system that was still being worked on,
2. no one had complained about the issue,
3. the agents should have been able to fix it.
Let me say that your prompt attention to the issue and offer of some compensation was terrific - thank you. However your agents seem unable to fix this.

My flight last Thurs (VA469 PER/BNE) demonstrates clearly that the priority system does not work and that your call centre has less than zero idea about the current issue.

I called your Called Centre last Thursday, went through all my booked flights with you for the next month which totals 8 sectors, on every occasion she told me that the first fours rows of Econ (those allocated to Gold/Platinum fliers) were already allocated to Gold/Plat FF's. I told her that I didn't believe it wherein she went off line, asked her supervisor and came back to me saying that the seats were NOT allocated but reserved for customers with special needs, when I queried why you would reserve 24 seats for such customers when there would be lucky to be more than one every few flights where was some period of silence while she realised that I wasn't a total nutter and that indeed the system was somewhat flawed. She then said if I get to the airport early enough I would be able to get a seat further forward but that they were reserved for FF's as per your system - she was unable to allocate any seats in Rows 3-6 to me. Well I got to the airport Thurs morning for my PER/BNE sector and was told there was nothing available but when I got to the lounge somehow a seat forward was available and I was allocated 3E. Once I was seated I asked the lady in 3C how she got her seat allocation only to be told she was NOT a frequent flier, had simply asked the person at the counter for a better seat and they allocated her 3C - the veritable Nirvana of seating in cuddle class. Now seriously, we are talking a five hour flight here and you allocate seats to customers who do not fly regularly with you, rather they get to the airport earlier and get the best seats in the house?
Please check my current bookings with you, your Call Centre is unable to allocate me into Rows 3-6 on any flight and their response to my questions is nonsense.

Virgin's Response.

Dear Mr xx_

Firstly, thank you for your feedback. I do appreciate the time and effort taken to advise us of your recent experience with Virgin Australia and I apologise for the time it has taken me to respond to your feedback.

Mr xx_, it was with regret to read of your disappointment with regards to our seating allocation policy and process. Please accept my sincere apologies for any frustration and confusion caused upon discussing this matter with our Guest Contact Centre.

While I can certainly appreciate why your preference is for row 3, regrettably, rows 3 – 6 are now designated for Velocity Platinum members and VIPs. Rest assured that you are, of course, still entitled to priority seating, and I would encourage you to enquire as to the availability of seating in the Platinum area upon check-in at the airport, as there may be occasions when we do not completely fill the Platinum zone and we may be able to accommodate our Velocity Gold members in this zone, in which case you may be able to sit in row 3. In saying this, I am unsure as to why a non-velocity guest was allocated a seat in row 3 on your most recent flight with us.

Mr xx_, I will be forwarding your feedback to our Velocity management team for their internal review, and so that they are aware of your dissatisfaction on this occasion. Feedback such as yours allows us to identify where there may be room for improvement, and often acts as the driver of change in the business, so thank you for your comments.

Once again I do thank you for taking the time to contact us with your concerns. We look forward to the opportunity to welcome you onboard in the near future.