The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story?

[crazydave98]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I'm sorry to tell you that the seat width on ALL of the seats on the Boeing 737-800 aircraft are the same width so it would not have made a difference whether the aircraft had been fitted with the Red PE seats or not.

Not quite true Josh. The red Recaro PE seats have moveable armrests which give an extra 2 inches width when the centre console table is deployed.

All of the rogue aircraft have been fitted with some kind of PE product, and you still receive the extra legroom

The rogues have been fitted with a fixed centre console table but the armrests are also fixed. We believe most guests value not rubbing shoulders with neighbours or rubbing knees with the seat in front, but no doubt some also purchase PE for the hip room (as evidence by the post by swanning_it). I think the change to the product spec needs to be better communicated.

 

[StevePER]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

If someone who is not a member of Velocity buys a sale fare and complains that we only had blueberry muffins when they wanted chocolate (and yes we do receive this sort of stuff) then we may regard that as not so urgent.

Is this why muffins have disappeared off the menu completely?

I wonder how many complaints are received when no pies are loaded and every second person on the plane tries to order one.

 

[Deleted member 29185]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I think the change to the product spec needs to be better communicated.

Yes Dave, that is the key here. Also perhaps a Freudian slip ? It seems for over a year now (as evidenced by this thread), premium passengers have been told the said rogue aircrafts are brand newies and awaiting the PE seat upgrades. That is apparantly false and the seats that are now fitted are the new product. At least that is what the pleasant lady from guest relations told me today. According to her, there are NO rogue aircraft left and ALL new PE seats have been fitted to the fleet and it has been this way for 6 months.

So, to that mentioned communication deficit..... Not only have DJ been recalcitrant at communicating the "change to the product spec" with their clients, but they've also apparantly neglected to tell their own staff. My debacle was only Wednesday of this week and neither the ground crew, the flight attendants, the call centre staff nor the priority assistance desk were aware of this supposed fact. It even seems you crazydave, our tireless teamster, was also unaware of it, so how is the poor mug booking a flight on line supposed to know? May I ask how many of you check to see that the seats haven't been changed BEFORE you book? Not many, I'd wager.

The guest relations lady mentioned to me the seats retained their pitch but may be up to 2 inches narrower. Seems like Josh just may be right......now.

I do wonder though, why we have big media announcements about all kind of positive things DJ have done recently to lure business travellers, but we get argument and inconsistant half-truths about the sly changes slipped in under the radar. Executive decisions are made all the time by all kinds of business, so DJ shouldn't be so afraid of it but the reality is, it does effect OUR choices and it should be OUR choice to make. Had I known, (as I do now), I would not have booked premium economy.

As for the complaint, thanks to an AFF member, I was given a suggestion as to how to talk to someone on the phone. Took 3 goes, but I did eventualy get the priority assistance desk and through them, guest relations. Speaking to Elvis through a medium would be easier, but I am happy to say they have satisfied my complaint. See it can be so easy. Resolutions should never take three weeks. That just fosters discontent, with time for that discontent to brew into rage.

I do feel very sorry for the flight attendants. They are on the front line and there will be many, very annoyed flyers over the coming months. The new uniforms perhaps should have been flak jackets!

 

[yo yo ma]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

...this whole situation has gone from being an inconsistant nuisance to an absolute slap in the face.

If you mention that you are thinking of taking it to the media, it may result in a faster resolution...

EDIT:

As for the complaint, thanks to an AFF member... I am happy to say they have satisfied my complaint.

Great to hear!

 

[Deleted member 29185]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I think the change to the product spec needs to be better communicated.

Just taking up Daves comment again, I've taken a moment to actually look at the DJ website to see what they are currently offering. The PE product is far from clearly explained, especially the seat width.

On this Fare Type page, it clearly states extra seat width in the Boeing aircraft (but also descibes 3 rows of PE seating, which is now apparently incorrect)








On this seating plan page, it clearly states the red Recaro seats and three rows of PE seating, which is apprantly wrong, now just 2 rows and no longer the comfortable red Recaro seats. No mention of PE seat width at all here but does tell us the standard economy seat is 17".









and on this premium econo-me page, the picture still displays the comphy red Recaros and states as part of the first benefit being "wider" seating, but has been updated to reflect PE seating as now only being in the first two rows.




All in all, the product is far from clearly explained.....blurred, may even be an apt description. It seems the DJ management has made an executive decision some months ago to alter the product on offer, but even now their web site is confusing and contradictory.

It's been mentioned earlier, that the first two rows of the Boeing aircraft are narrower due to the taper of the fuselage and since the third PE row has been converted to standard economy, doesn't that then mean ALL premium economy seats aboard the Boeing will be narrower than the standard economy?

DJ do offer the following note....
* Premium Economy fares are subject to availability and product may not be available on all flights or routes. Seating will differ depending on aircraft type, the convertible seat and coughtail table is fitted to the majority of Virgin Blue, Pacific Blue and Polynesian Blue Boeing 737 aircraft.

I accept that, but surely if the product is unavailable, it doesn't then give them the right to charge for it anyway, does it? To take an earlier example, that would be akin to Harvey Norman being able to supply a 22" TV in lieu of 65" TV with the excuse that the 65" was unavailable, yet still charge the customer for the 65". I doubt anyone in their right mind would accept that as normal Australian business practice.

DJ do need to sort this out. Seems to me, those suggesting ditching PE altogether are right. The product is all over the shop and not even DJ know how to deal with it.

 

[Jurahn]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Am watching this thread with interest, as we're flying LAX return with VA in Nov/Dec, and booked and paid a couple of months ago for PE on all legs of the trip, including the domestic flights PER-SYD-PER. It appears that the PE product seems to be in the process of being "downgraded" somewhat, and we're wondering whether there will even be any PE class on the domestic DJ/VA flights by the time we travel! Added to that is the introduction of the A330 on a number of the PER-SYD-PER routes, with only J and Y classes, and no PE. So wondering what will happen to those who have existing PE bookings? As this is such a long trip to the US, we specifically wanted the extra legroom. seat comfort etc of PE, lounge access etc even on the Aussie domestic legs which was why we paid extra for this and am getting quite worried now about what's been written about the domestic PE product.

 

[russ]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

We would love to provide a phone number for general complaints but have taken a deliberate decision not to because it would actually cause more guest service problems than it would resolve. Typically when something goes wrong at an airline, a large number of people are affected. Think of what happens if they all reach for the phone at the same time to complain.

You could always do it with a call classifier. The menus could be:
"If you have booked Premium Economy but didn't get it, press 1"
"If you were promised Live2Air but didn't get it, press 2"

etc

 

[Reggie]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Am watching this thread with interest, as we're flying LAX return with VA in Nov/Dec, and booked and paid a couple of months ago for PE on all legs of the trip, including the domestic flights PER-SYD-PER. It appears that the PE product seems to be in the process of being "downgraded" somewhat, and we're wondering whether there will even be any PE class on the domestic DJ/VA flights by the time we travel! Added to that is the introduction of the A330 on a number of the PER-SYD-PER routes, with only J and Y classes, and no PE. So wondering what will happen to those who have existing PE bookings? As this is such a long trip to the US, we specifically wanted the extra legroom. seat comfort etc of PE, lounge access etc even on the Aussie domestic legs which was why we paid extra for this and am getting quite worried now about what's been written about the domestic PE product.

Hi Jurahn

I did not have the worry of the J class seats, but was concerned that my Y+ may to turn to Y, but on 3 SYD flights and 1 MEL flight (from PER) there were no problems. I think you will find that DJ try very hard (now/lately) to ensure that the Rogues do not end up on the east west routes.

Also the service, though not consistent, will be good to very good. I was pleasantly surprised.

 

[notzac]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

As an aside, the online form also has the benefit of being quite efficient and low cost. Instead of a phone operator having to take down details of the complaint and log it in the system, this is done through the online form. As mentioned there are some people who demand a higher level of service.

Dave, what I'd really like to see considered is an actual honest-to-goodness e-mail address I can write to that makes it in to the same ticketing system as your web form. As long as it had some sort of auto responder acknowledging that the e-mail had been received and a note to set an expectation for when a proper reply might be received -- perhaps along with a ticket number or reference -- that would vastly improve my opinion of how DJ handles this side of the business.

 

[Jurahn]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Hi Jurahn

I did not have the worry of the J class seats, but was concerned that my Y+ may to turn to Y, but on 3 SYD flights and 1 MEL flight (from PER) there were no problems. I think you will find that DJ try very hard (now/lately) to ensure that the Rogues do not end up on the east west routes.

Also the service, though not consistent, will be good to very good. I was pleasantly surprised.

Hi Reggie

Thanks for the reply, and good to see DJ are doing their best to ensure the best service possible on their longest domestic run! If PE class is still in place on our flights in Nov/Dec, then no problem but I guess part of the concern on our part is that by the time we fly, from what I've read on these forums and from the DJ press releases, around half the flights each day between PER-SYD (and vice versa) will end up being A330s, so there's a good chance that one (or both) our domestic flights will end up being on that aircraft with no PE class - it would be good to know what the outcome will be, as I tend to be a travel "worrier" as I always get to make all our arrangements (I've been appointed the "travel agent" LOL) and like to have everything sorted out and confirmed as early as possible! Probably difficult to find out at the moment as I assume the A330 schedules are still being finalised.

 

[Deleted member 29185]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Dave, what I'd really like to see considered is an actual honest-to-goodness e-mail address I can write to that makes it in to the same ticketing system as your web form. As long as it had some sort of auto responder acknowledging that the e-mail had been received and a note to set an expectation for when a proper reply might be received -- perhaps along with a ticket number or reference -- that would vastly improve my opinion of how DJ handles this side of the business.

notzac,

That is what happens. An automated response is recieved promptly with a reference number and an expected response time within 21 days (or perhaps longer on occasions).

 

[notzac]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

notzac,

That is what happens. An automated response is recieved promptly with a reference number and an expected response time within 21 days (or perhaps longer on occasions).

There's no advertised e-mail address though. The reason I prefer an e-mail address rather than a webform is then I have a record of what I wrote, when I wrote it -- also there are no character limits and I can attach things if I need to.

 

[LiamR]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

There's no advertised e-mail address though. The reason I prefer an e-mail address rather than a webform is then I have a record of what I wrote, when I wrote it -- also there are no character limits and I can attach things if I need to.

Have you tried [email protected] ?

Get in before all their E-Mail addresses change.

 

[markis10]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

...from what I've read on these forums and from the DJ press releases, around half the flights each day between PER-SYD (and vice versa) will end up being A330s, so there's a good chance that one (or both) our domestic flights will end up being on that aircraft with no PE class - it would be good to know what the outcome will be, as I tend to be a travel "worrier" as I always get to make all our arrangements (I've been appointed the "travel agent" LOL) and like to have everything sorted out and confirmed as early as possible! Probably difficult to find out at the moment as I assume the A330 schedules are still being finalised.

Have you stopped to wonder why the new aircraft dont have PE, I think you will find in a few days your answer, which is PE morphs into business for the non A330 fleet!

 

[crazydave98]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Am watching this thread with interest, as we're flying LAX return with VA in Nov/Dec, and booked and paid a couple of months ago for PE on all legs of the trip, including the domestic flights PER-SYD-PER. It appears that the PE product seems to be in the process of being "downgraded" somewhat, and we're wondering whether there will even be any PE class on the domestic DJ/VA flights by the time we travel! Added to that is the introduction of the A330 on a number of the PER-SYD-PER routes, with only J and Y classes, and no PE. So wondering what will happen to those who have existing PE bookings?

If you are in an A330 you will be upgraded to Business Class.

As this is such a long trip to the US, we specifically wanted the extra legroom. seat comfort etc of PE, lounge access etc even on the Aussie domestic legs which was why we paid extra for this and am getting quite worried now about what's been written about the domestic PE product.

Even if you are in a B737 you will always get at least 34" in the front rows and no-one in the seat next to you. There is a very low chance that you will not get a B737 on Perth routes now that does not have the red Recaro seats with the moveable armrests that give the extra width.

 

[crazydave98]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Dave, what I'd really like to see considered is an actual honest-to-goodness e-mail address I can write to that makes it in to the same ticketing system as your web form. As long as it had some sort of auto responder acknowledging that the e-mail had been received and a note to set an expectation for when a proper reply might be received -- perhaps along with a ticket number or reference -- that would vastly improve my opinion of how DJ handles this side of the business.

Good suggestion thanks Zac - will make sure it is considered. Off the top of my head only concern is filtering spam which I understand complaint email addresses tend to get deluged with.

cheers

CrazyDave98

 

[Justchecking]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Have you stopped to wonder why the new aircraft dont have PE, I think you will find in a few days your answer, which is PE morphs into business for the non A330 fleet!

My thoughts exactly. PE is an international product, where the thought of spending 9+hrs in economy makes a slightly better economy product quite attractive. On a 1hr fight though, this doesnt work. Travellers will either suck it up in Y for an hour or want the full business product for their money. Hence the disappearance of PE off the domestic routes.

 

[LiamR]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

I always thought that DJ PE was just QF Y, with a empty middle seat.

 

[jsd]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

Not quite true Josh. The red Recaro PE seats have moveable armrests which give an extra 2 inches width when the centre console table is deployed.

That Sir I never knew :shock:, The width of the seatbacks are the same through the cabin so I assumed the width was also the same

I always thought that DJ PE was just QF Y, with a empty middle seat.

DJ PE is nothing like QF whY IMO


Here come the flames *cowers*

DJ PE IS AN AWESOME PRODUCT

 

[markis10]

Re: The great VIRGIN BLUE PREMIUM ECONOMY rip off! - Does anyone have a similar story

DJ PE is nothing like QF whY IMO


Here come the flames *cowers*

DJ PE IS AN AWESOME PRODUCT

In the case of 1A on a 717, the QF Y product leaves it for dead, and no premium or surcharge for the seat . Not sure what 1F is like but I will find out today.