Strange Attitude of DJ SYD lounge staff

[awilcockson]

Well I polished off the best part of a bottle of Shiraz in the BNE lounge in the course of 3 hours on wednesday and nobody complained, in fact the lounge manager brought me the last glass seems weird to limit service of beer when wine has a higher alcohol content and is self serve ...

 

[yohy?!]

This better be an anomaly otherwise I will be boycotting dj for life!

Sent from my HTC Legend using AustFreqFly App

 

[JRT]

I have often wondered whether the actual lounge food/beverage service of the lounge was in fact leased to another organisation. Could this be the case, or are the bar staff Virgin employee's? I have no knowledge of how they operate, but at Sydney , I always get the impression of being served by a subby, who is unwilling to give out more than they have to. I always thought it was just me being tempremental

I've experienced this on more than one occasion, so asked the service desk staff casually while they were changing my flight last time in SYD. Answer is no, not Virgin - bar & cleaning staff are contract. Not the point though, they are representing Virgin, and the service is not consistently of the standard we expect (generally, or from DJ).
Also agree the service staff in BNE have been great, particularly on Wednesday for opening.

 

[Noob]

I should add that the current lounge PCs status is 1 from 7 working, and the printer is broken, so no boarding pass for tommorrows PE flight from MEL, really poor form, while I doubt business facilities are in high demand on a Friday night, it would be nice if they worked when you needed them!

Edit - Its Amex thats providing the Moet - very nice!

That's is really bellow standard. This sort of thing must been identified and fixed ASAP and for that to be left in such a state for guests is simply a poor effort on behalf of VA. This type of half cut nonsense is not the type of image they would want to be creating for themselves whilst in the process of rebranding.


- And while you're at it Virgin take a leaf out of QF book and convert your computer facilities to Apple Macintosh!

 

[DJ 1D]

I agree that the computer station is pretty dismal, but the problem is that they are currently putting all of their resources into building the brand new upstairs Platinum lounge complete with champagne bar and luxury spa*.

In regards to the alcohol, I would write a letter of complaint – if only to alert them to the poor attitude of the staff compared to the lovely lounge angels.




*I’m completely making this part up but they are certainly working hard upstairs on something...and I can dream, right?

 

[markis10]

I agree that the computer station is pretty dismal, but the problem is that they are currently putting all of their resources into building the brand new upstairs Platinum lounge complete with champagne bar and luxury spa*.

In regards to the alcohol, I would write a letter of complaint – if only to alert them to the poor attitude of the staff compared to the lovely lounge angels.




*I’m completely making this part up but they are certainly working hard upstairs on something...and I can dream, right?

I have written a letter of complaint as I feel it was almost racist/discrimination in the way it was applied, especially as the same standards were not applied to others over the following two hours that I discretely observed the bar. I have never had an issues at BNE or MEL, only been served with a smile as opposed to the Sydney Smirk!

 

[N860CR]

That is pretty ordinary (I'll often pickup two or three beers at the bar and don't expect to be told I can't) and like others, I've never expeirenced the same in the BNE lounge. I have noticed the SYD bar staff to be a little less pleasant whereas the BNE staff seem happy to bend over backwards. Something that needs to be addressed as, although BNE is the "Hub", the SYD lounge will always be considered the most important one.

Worth noting that QP bar staff are contractors to. Interestingly enough, I've found a few of the QP BNE bar staff to be very rude from time to time as well. Had one hit me up for ID once which was rather hillarious. I appreciated the compliment, but 30 isn't far away so it seemed a little odd!

 

[Virgin Australia]

I have written a letter of complaint as I feel it was almost racist/discrimination in the way it was applied, especially as the same standards were not applied to others over the following two hours that I discretely observed the bar. I have never had an issues at BNE or MEL, only been served with a smile as opposed to the Sydney Smirk!

Markis10,

Our apologies for any embarrassment that was caused by how your initial request was handled.

We, of course have a responsibility to adher to the laws of supplying alcohol, but we can assure you that what has been described, is not how it has been written up in the playbook.

The team have been reminded again about the levels of service that are expected of them within our Lounges.

We will ensure that your official complaint is followed up Markis.

 

[dfcatch]

Markis10,

Our apologies for any embarrassment that was caused by how your initial request was handled.

We, of course have a responsibility to adher to the laws of supplying alcohol, but we can assure you that what has been described, is not how it has been written up in the playbook.

The team have been reminded again about the levels of service that are expected of them within our Lounges.

We will ensure that your official complaint is followed up Markis.

VA - whilst this board is full of examples of where DJ isn't yet a full replacement for QF, and I have not yet switched from QF (although dipping my toes in the DJ water), your proactive approach to customer service as above is everything QF is not.

I thank you for taking an active interest around here - I'm sure we all appreciate it and look forward to DJ providing more genuine competition to QF.

The customer service front is a good place to start

 

[markis10]

VA - whilst this board is full of examples of where DJ isn't yet a full replacement for QF, and I have not yet switched from QF (although dipping my toes in the DJ water), your proactive approach to customer service as above is everything QF is not.

I thank you for taking an active interest around here - I'm sure we all appreciate it and look forward to DJ providing more genuine competition to QF.

The customer service front is a good place to start

I agree with the above, and thanks to Virgin for following through on the feedback, I hate seeing good work undone by people who dont get whats trying to be achieved.

I should state that I never sent the complaint simply because I believe the benefit of doubt should be applied, people have bad days! What was evident in this thread was a poorer standard of service in SYD then elsewhere, and I believe this has been addressed by Virgin to the staff group as a whole rather than any one individual, which IMHO is a good thing.

 

[pauly7]

I have written a letter of complaint as I feel it was almost racist/discrimination in the way it was applied, especially as the same standards were not applied to others over the following two hours that I discretely observed the bar. I have never had an issues at BNE or MEL, only been served with a smile as opposed to the Sydney Smirk!

Am I missing something? How did we get to VA staff being racist??

 

[markis10]

Am I missing something? How did we get to VA staff being racist??

Yes you did miss something, the word "almost" :idea:.

 

[pauly7]

Yes you did miss something, the word "almost" :idea:.

And how were they 'almost' racist? Not understanding?!

 

[JRT]

The great Aussie debate - Ford v. Holden...

 

[froggerADL]

The great Aussie debate - Ford v. Holden...

That would be "fordist"

 

[markis10]

I would not consider Ford vs Holden to be a racist issue (although I had a good laugh at the above comments) and wont go into what the actual issue was given the matter has been responded to in an appropriate and mature way.

 

[Nigelinoz]

I would not consider Ford vs Holden to be a racist issue (although I had a good laugh at the above comments) and wont go into what the actual issue was given the matter has been responded to in an appropriate and mature way.

Watch the V8'S and it's definitely 'raceist'-Holden's win some races and so do Fords.:mrgreen:
(Sorry,couldn't resist,not making light of a serious social issue)
Cheers
N'oz

 

[markis10]

Watch the V8'S and it's definitely 'raceist'-Holden's win some races and so do Fords.:mrgreen:
(Sorry,couldn't resist,not making light of a serious social issue)
Cheers
N'oz

I am hearing you, used to be with a company that sponsored them and went to a lot of races!

 

[pauly7]

wont go into what the actual issue was given the matter has been responded to in an appropriate and mature way.

Ok no problems, just that calling someone almost racist is a pretty big call so it must have been a terrible experience.

Hope they were dealt with appropriately.

 

[Baysider]

Well the beer rationing has helped me conclude that a switch of allegiance to DJ is not the best idea. I'll stick to QF.