Surprise! You've turned Gold!

[dajop]

Certainly generated a lot of interest here!

I got the email, and thought "how odd", particularly in relation to the line:

Given you came so close to making it on your own, we wanted to say thanks so much for your ongoing commitment to the Virgin Blue Group, we really love having you around.

3,800 SC's is hardly close, that's why I thought it quite strange, so was not surprised to see the retraction a short while later.

Without that line there maybe there's something to whinge about.. but it's pretty clear it wasn't intended for the once a year DJ flyer. However, if I had >40,000 SC mark, I perhaps would be a bit peeved by the retraction, but on the other hand would be hopeful that there would be something in the works, once things get sorted.

 

[elisa]

I got the same email... about the upgrade.. and then I tried to login to clarify.. their server crashed...

Then I got that very unkind message...

But... I do have to admin.. for the first 30 minutes when I thought I'd got upgraded.. I did consider flying with DJ a little more often... seeing make bi-weekly trips to Darwin...

But after the woops email... telling me I don't qualify.. I will just stick to the flying kangaroo!

 

[AnonymousCoward]

But after the woops email... telling me I don't qualify.. I will just stick to the flying kangaroo!

This I don't understand. Why not compare QF and DJ and evaluate on the merits of the promised benefits and costs?

The company isn't going to have any sentimental loyalty to you - both are in it to make as much of a profit as they can. Why shouldn't you be the same?

 

[samh004]

This I don't understand. Why not compare QF and DJ and evaluate on the merits of the promised benefits and costs?

The company isn't going to have any sentimental loyalty to you - both are in it to make as much of a profit as they can. Why shouldn't you be the same?

Perhaps because it shows they don't handle things very well. It was perceived as harsh by many, so the experience with them has now been tainted.

 

[Mal]

Perhaps because it shows they don't handle things very well. It was perceived as harsh by many, so the experience with them has now been tainted.

Virgin Blue appears to have been in a difficult position. Unlike another major Organisation, which won the 2008 stuff-up of the year award, Virgin actually acknowledged their mistake quickly and retracted their email. This is much better behavior than letting things fester for months and constantly change 'the rules'.

This in part is why I don't feel that people were aggrieved when the incorrect email went out.

Perhaps the retraction email and other indicators (eg website) were a little uncouth... However, I really didn't expect them to wordsmith and proof every last detail. I'd rather they correct the error ASAP (which they did), rather than let it fester over the weekend while the PR specialists fight over what is the correct terminology to use.

My opinion of DJ hasn't really changed. I get a good laugh out of their stuff-up, but really don't see it changing long term perceptions of DJ for the flying public.

 

[Lonely Flyer]

The entitlement generation is out in full force.

It was a major and very public mistake, and surprising coming from a company that is normally very careful in the way it communicates.

But how much inconvenience has it caused anyone? Who has lost anything as a result?

Those that may be ticked off include those that really were close, and those who asked not to be sent emails. For these, then maybe something should/could be done, but I wonder why people nowhere near gold didn;t see it was a mistake.

I got the retraction but not the original email unless I auto dumped it without realising.

I guess it is another offshore IT screw up. ie bad select statement

 

[Standby]

I got the same email... about the upgrade.. and then I tried to login to clarify.. their server crashed...

Then I got that very unkind message...

But... I do have to admin.. for the first 30 minutes when I thought I'd got upgraded.. I did consider flying with DJ a little more often... seeing make bi-weekly trips to Darwin...

But after the woops email... telling me I don't qualify.. I will just stick to the flying kangaroo!

I would of thought the fact the only daylight flight they have from any city into DRW is from PER is reason enough to aviod DJ(especially as they dont have a lounge in DRW!!!)QF has daylight service ex all mainland capitals ,including CBR from next Feb.Thats the reason for using QF IMO.

 

[oz_mark]

I would of thought the fact the only daylight flight they have from any city into DRW is from PER is reason enough to aviod DJ(especially as they dont have a lounge in DRW!!!)QF has daylight service ex all mainland capitals ,including CBR from next Feb.Thats the reason for using QF IMO.

But that is making a choice based on the merits of the flight (suitable timetable), rather than anything the company has done.

I have had the choice in the past of DJ or JQ. Where the timetable and price suits, I will continue to fly DJ.

 

[Keith009]

Virgin Blue's Velocity Gold Status email mistake

On Twitter Velocity members immediately began commenting on the issue. Most reacted humorously to the mistake, but some angry customers said they had been considering buying tickets due to the email with others suggesting it was all part of an advertising trick.



"@VirginBlue worst mistake ever! I was about to purchase confirmed seats due to the (not so) awesome email!" @reebostyler said.
"@VirginBlue Thanks 4 my Gold Upgrade & the sudden retraction of it, blaming Friday the 13th. Sure it was just an advertising gimmick," @Invidfuture said.
One user even tried to turn the tables on Virgin Blue with @SheMarketing saying "Dear @virginblue please disregard the 100 flight bookings I made. I made a mistake and you don't qualify for my business."


On Saturday morning the @Virginblue account on Twitter posted a second apology message about Friday afternoon's erroneous email.
"We're truly sorry for the confusion caused by the Gold status email & working on figuring out what went wrong. Thanks for your understanding," @Virginblue said.

At least they apologised on twitter. Still, that should've been part of the retraction email rather than what came across as "oops, too bad, see ya."


I can't believe people actually booked flights based on the errorneous email? I can understand the hysteria if these were genuine DJ regulars, but from the sounds of it I'm sceptical.

 

[brissyflyer]

While the retraction could have been worded better I don't really care that it was a mistake, these things happen. Hands up all who have never made a mistake.

I do wonder if the critics who say they won't fly DJ becuase of this would say the same of QF if the same thing happened there as well.

 

[malmacdowall]

Thanks DJ..... Woops no thanks DJ.... what a stuff up....

***IT is worth calling the Velocity line to complain... after a discussion as a disgruntled customer, they admitted they have a legal team discussing what compensation they will grant to customers.
The customer service guy added my details to a list and said they should reply by Friday this week with the "Compensation" offer..... I think it may be worthwhile calling and complaining.....

 

[smart1999]

Does anyone know whether they status match QF Gold? I always wanted to ask them but now given their Gold upgrade email I might just try and see what they say. It would certainly increase my DJ flying and won't cause me to reject every DJ flight our travel agent tries to offer me.

 

[oz_mark]

The customer service guy added my details to a list and said they should reply by Friday this week with the "Compensation" offer..... I think it may be worthwhile calling and complaining.....

A more realistic timeframe for working out what to do, unlike all those expecting they would work that out last Friday.

Does anyone know whether they status match QF Gold? I always wanted to ask them but now given their Gold upgrade email I might just try and see what they say. It would certainly increase my DJ flying and won't cause me to reject every DJ flight our travel agent tries to offer me.

They have in the past matched QF Platinums to Velocity Gold, which are the two top levels in each program. Not sure if they have matched gold (or even what the equivalent level would be!) and I do know that they have awarded gold status to folk that work for the right companies (i.e some of the ones that have moved to DJ as preferred airline)

 

[drewbles]

They have in the past matched QF Platinums to Velocity Gold, which are the two top levels in each program. Not sure if they have matched gold (or even what the equivalent level would be!) and I do know that they have awarded gold status to folk that work for the right companies (i.e some of the ones that have moved to DJ as preferred airline)

I contacted DJ asking for a status match saying i'd swing my travel over to them from QF. No response at all and that was several months ago. I'd say the only comp'ing they're doing is as you say, via corporate deals.

 

[Rae]

Hubby, whos last name starts with A got a retraction on the same day. My last name starts with H and I'm still waiting for my retraction.

We are both platinum with Qantas and were discussing how clever it was of Virgin to create this email and wondering how they managed to access the Qantas platinum list. Shame they didn't do that really - I think they would have snared quite a lot of business from Qantas.

After all, the reason we don't try the other side is because we don't want to start from a zero status again right?

 

[gilby08]

For those interested, people have been getting into the lounge:

"When a ninemsn employee sought entry to The Lounge yesterday, a Virgin staffer apologised and reiterated the company’s stance the email had been a mistake.
But she offered a temporary pass to the area and said she believed the offer would stand for anyone flying with the airline until tomorrow."
'Oops!' we bungled upgrade offer: Virgin

 

[Keith009]

Hubby, whos last name starts with A got a retraction on the same day. My last name starts with H and I'm still waiting for my retraction.

My last name starts with T and I got the retraction email on the same day. Me thinks you got an actual comp to Gold?

 

[gilby08]

lol i didn't know that Virgin Blue offered it's Gold customers "personalised baggage towels." Oh the joy of News.com.au!!

Virgin upgrade that wasn&squo;t | The Courier-Mail

VIRGIN Blue has been left red-faced after emailing thousands of members informing them they had been upgraded to gold membership before cancelling it just hours later.
The email was sent out last Friday informing members they had received a treat - ``a free upgrade to Velocity Gold!!’’

The email went on to list a series of perks including free lounge membership, priority check-in, free baggage and personalised baggage towels.

 

[thewinchester]

lol i didn't know that Virgin Blue offered it's Gold customers "personalised baggage towels." Oh the joy of News.com.au!!

What can we say, the journalistic standards of News Limited never fail to impress. As Jonathan Holmes (Media Watch) and others have noted, if they want to bring in the paywall for their content then their editorial standards need a good kick in the pants.

 

[Mal]

But she offered a temporary pass to the area and said she believed the offer would stand for anyone flying with the airline until tomorrow."

The dangerous slippery-slide has begun. What other half-coughed quick fixes will be put into place?