Surprise! You've turned Gold!

[Skoogle]

Mistakes do happen, though this is a fairly big mistake.

There is nothing wrong with holding companies to account for what they promise. Virgin Blue are not claiming a rouge entity (ie. hacker or freshly sacked staff member), so why shouldn't people have believe it to be true.

Next thing, they will be claiming the T&C mean nothing. It will not be long before you pay an airline for a ticket and they claim that they never actually meant that they will fly us to the destination. Oh wait... Maybe it is too late.

As consumers, T&C and Quoted Benefits are all we have to receive services from businesses that are trying to squeeze every last dollar out of us.

 

[samh004]

I've been reading a bit about this in other places, and it seems many people are "outraged" and are demanding compensation. Why? They are no worse off than before they received their upgrade. There are always people who blow issues out of proportion, and make a big deal out of nothing. Mistakes do happen, though this is a fairly big mistake.

True, it was a mistake and you're no better off. But Virgin just made a whole bunch of members overjoyed, and then took them right down to below where they were before. So I'm sure you can understand why they feel hard done by.

Virgin then had to think quickly and decided simply withdrawing the alleged offer would be the best course of action. But the misunderstood how many people they made happy from the offer, and now sad and mad.

 

[MrGreg]

Virgin just made a whole bunch of members overjoyed, and then took them right down to below where they were before. So I'm sure you can understand why they feel hard done by.

True, I can understand how people would feel if they had got a membership taken away from them that they had their hearts set on. It probably doesn't help that I read the "Please disregard our last email titled "You've turned Gold"‏" email first, so I never had my hopes destroyed.

 

[Natt]

Well call me skeptical, but it sounds a tad fishy to me.

They were VERY quick to fix the error, incorporating an image that was quite slick "friday the 13th".

Seems rather efficient for a mistake.

So now a lot of people who are not regular users of Virgin Blue have effectively recieved marketing material extolling the virtues of Virgin Gold Status.

And no doubt publicity has been generated for them - what a suprise :!:

I think the best thing they could do at this stage is add a free lounge pass to each accidently upgraded account. Give people 6 months to use it (before it expires).

This would increase the sales to virgin - capturing a new market segment - and interestingly make a suitable "apology". Using a tagline like "the drinks are on us" or the like

Thats what I would do if I was in their marketing department.

But hey - silly me - it was a mistake after all :shock:

 

[bobdavidson]

When I rang the call centre to ask why I received this offer and verify it's nature they told me I must just be very lucky. Apparently I'm not the only one with all the luck. DOH

 

[Natt]

When I rang the call centre to ask why I received this offer and verify it's nature they told me I must just be very lucky. Apparently I'm not the only one with all the luck. DOH

Thats an interesting response from the customer centre

Hmm I think if you recieved an upgrade, and then called the customer service centre, and if they confirmed it - you would have a pretty good argument you should stay at that level

mucking up a mass e-mail is one thing. But if you have gone that extra step to confirm it, then I think they should wear it.

Two mistakes = bad :!:

Its about accountability in my opinion.

 

[mobi]

Surprise! You've turned Fool's Gold! Sucked in!

Hi mobi
​

Velocity Membership Number: 1234567890​

We’ve got a treat for you - a free upgrade to Velocity Fool's Gold! Ooops ha ha! Given you came so close to making it on your own, we wanted to say screw you for your ongoing commitment to the Virgin Blue Group, we really hate having you around.
​

To find out what’s in store for you over the next 12 months, please keep reading.
​

No perks when travelling.
​

When you next fly with the Virgin Blue Group, we’ll make sure you’re not treated like a VIP - after all you're a nobody.
​

• It starts with no free Lounge membership, so you can’t catch up on work, relax or escape the airport crowds. ​
• As before, you can’t breeze right through the airport as you have zero priority check-in. ​
• You now get up to 23kg of checked baggage at extra cost. ​
• Plus, no personalised baggage tags (get them yourself!) and less. ​

If you're already a member of The Lounge, naturally Virgin Blue won’t refund the balance of your unused membership. Please wait for hell to freeze over for your refund to be finalised.
​

Harder to earn Points.
​

Being Fool's Gold you now earn no more Points for every dollar you spend or miles flown than Red, and can collect no more Status Credits than ever before
​

Here to deceive you
​

If there’s anything you need to know, velocityrewards.con.au/foolsgold is a great source of deceitful information. Should you prefer to wait, simply call 13 18 75 in Australia or +61 2 8667 5924 if calling internationally (if the line’s busy, rest assured you’ll jump straight to the very end of the queue – just another little Fool's Gold benefit you’ll enjoy). Don’t forget we’re not there on the weekend, we’re at home laughing that you could ever think you were special.
​

The Velocity Team.

How to keep your perks.
​

It’s as simple as flying with the Virgin Blue Group and collecting 50,000 Status Credits by your next Review Date (see your new card for details).
​

World’s favourite 2009!
​

We took home six Freddie Awards - including Stuff up of the Year- as voted by the people we care about least, frequent flyers like your good self.

Is this you?
​

Are your details up to date? Log in to Your Account to check - we wouldn't want you missing out on your Fool's Gold Status accessories.
​

​

YOUR ACCOUNT

UPDATE DETAILS​

FAQS​

CCT US​

PRIVACY POLICY​

 

[Flashback]

Very good mobi, and welcome to AFF!

 

[AnonymousCoward]

Velocity Gold costs ~$9000 to attain.

I find it somewhat amusing that people who've flown a couple of times on DJ are now saying that they won't fly on DJ because they were not given something that they're not entitled too. It would have been great to have status, but the idea that you aren't going to fly on an airline because they made a stuff-up that has no negative consequences to you is kinda funny.

For those that don't have QF status (or have PS/SG) - would you stop flying QF because they offered you WP status and sent a follow-up email saying that they'd made a mistake?

 

[oz_mark]

There is nothing wrong with holding companies to account for what they promise. Virgin Blue are not claiming a rouge entity (ie. hacker or freshly sacked staff member), so why shouldn't people have believe it to be true.

For people where the following excerpt from the email i true, then perhaps they have an argument:

Given you came so close to making it on your own

However, I suspect for the vast majority of people who got the email, they were not close to silver, let alone gold. That one part of the email should alert some people that something was amiss.

 

[sampson]

Velocity Gold costs ~$9000 to attain.

I find it somewhat amusing that people who've flown a couple of times on DJ are now saying that they won't fly on DJ because they were not given something that they're not entitled too. It would have been great to have status, but the idea that you aren't going to fly on an airline because they made a stuff-up ...

I'd say 'red' people will keep shopping on price, non stop direct routes, and schedule.

Thhat would've changed in my case if, after arriving in LA 12 hours later than planned, I could shower and get on a VirginAmerica or Delta plane. Ditto on the way back. but UA is $1157 pp so we're flying them, and AirNZ on another to SFO, and Southwest ... and Alaskan.. and..

I'd be incentivized by gold to fly Perth-London on V.

So when people say they won't fly V, maybe they mean there's nothing to justify paying higher prices than jestar et al.

 

[Travel Guru]

So when people say they won't fly V, maybe they mean there's nothing to justify paying higher prices than jestar et al.

Anyone who says there's nothing other than a fake gold upgrade to justify paying a higher price for V Australia (a full service airline) over Jetstar (a LCC) obviously hasn't flown V, they're fantastic and i'd pay to fly them any day of the week over 1*, because the day I fly J* Economy is the day hell freezes over.

TG

 

[mannej]

AnonymousCoward, I for one won't fly on DJ. It isn't because of the Fake Gold drama, but I have no reason to change over from QF.

That aside, DJ has handled the retraction very poorly, and that has squashed any chance of me moving any allegiances over to DJ, purely on the fact of the poorly handled retraction, not the not getting Gold, because I know that I am not entitled to it.

I don't think it's funny, it has been handled very poorly (other friends think the same), and as a consequence of the bad PR it has generated, I don't feel the need to change over from something that works for me.

 

[Blackswan]

Seems like a lot have suggested they gift those affected with lounge passes. How about some points?

Agreed, sounds like the retraction (and apology) was a little flippant . . .

 

[oz_mark]

Seems like a lot have suggested they gift those affected with lounge passes. How about some points?

Agreed, sounds like the retraction (and apology) was a little flippant . . .

Possibly they thought it important to get an retraction and apology out quickly, and it was a Friday night.

 

[haydensydney]

Well - I am close to Gold and up for renewal, and I got the offer and the retraction.... Why am I not eligible, yet others are? Where do they draw the line as to who comes "close enough"??

Seems like a bit of a disaster for DJ. I am sure a number of people will be granted Gold on a case by case basis as a result of this fiasco. I felt like ringing them up and having a whinge - but decided against being a antagonist

Still, I find it rather cheeky. I wonder if there are any trade practice implications? Deceptive conduct? False and misleading advertising? Im no expert on the above, but i'm curious.

 

[oz_mark]

Well - I am close to Gold and up for renewal, and I got the offer and the retraction.... Why am I not eligible, yet others are? Where do they draw the line as to who comes "close enough"??

I don't know if anyone is in the position where it was not retracted.

 

[AnonymousCoward]

I'd say 'red' people will keep shopping on price, non stop direct routes, and schedule.

Thhat would've changed in my case if, after arriving in LA 12 hours later than planned, I could shower and get on a VirginAmerica or Delta plane. Ditto on the way back. but UA is $1157 pp so we're flying them, and AirNZ on another to SFO, and Southwest ... and Alaskan.. and..

I'd be incentivized by gold to fly Perth-London on V.

If you want lounge access, then you can pay for that. DJ (and every other airline) give things away that cost lots of money to operate to their frequent flyers, not to people who might change a couple of bookings across to DJ.

That said, you only need to spend $9k/year with DJ to get Gold. If you think that you are actually worth something to DJ, then it might be worth paying a bit more to fly with them

 

[Mal]

Bit more media stuff now:

Virgin Blue "error" upgrades passengers to gold status - Software - Technology - News - CRN Australia

Airline Virgin Blue has blamed an IT system error for accidentally upgrading ineligible members of its Velocity rewards program to “gold” status.

Virgin Blue’s gold class Velocity email blunder - mUmBRELLA

It’s the kind of database blunder that must give marketing directors nightmares.

On Friday afternoon – which was, appropriately enough for the airline, Friday the 13th – Virgin Blue emailed its entire Velocity loyalty scheme database

(The mumbrella one is good from a marketing perspective. )

Still nothing that I can see on News.com.au or Fairfax.

 

[Mal]

What's complaing got to do with anything? You asked if recipients might believe they'd get a comp upgrade and I explained why Crazydave's tip off on 777's thread + my travels suggested maybe I was upgraded.

But even from your explanation of why you think you may have been eligible to be upgraded, I still don't think it implies "You came so close to making it on your own" - Gold is a ~$9000 revenue proposition.

Each to their own... like I said, if you feel aggrieved by it, and you deserve it then complain to Virgin/Velocity.