The Virgin Operational Upgrade Thread

[Gremlin]

I flew SYD-CBR last week on a Blue Saver fare. I'm a Gold Velocity member and on check in was told that I had received a complimentary upgrade to Premium Economy.

The flight was no more than two-thirds full so it wasn't a capacity issue (and it was genuinely PE product, not simply sitting in the PE seats).

I was surprised in that I'd not heard of DJ doing this in the past - I'd always viewed it as strictly "you get exactly what you pay for" - but I wonder whether this is part of the "new" loyalty offering?

 

[crazydave98]

I was surprised in that I'd not heard of DJ doing this in the past - I'd always viewed it as strictly "you get exactly what you pay for" - but I wonder whether this is part of the "new" loyalty offering?

Yes it is. Still feeling our way and experimenting but we recognise that upgrades for high tier members are highly valued. Of course we don't want to "train" members to always expect upgrades as then we would never sell any premium seats (yes I know we are hardly setting the world on fire with PE at present but this product will not stay in its present form). Also working on upgrade with points.
cheers
CrazyDave98

 

[Gremlin]

Thanks for that CrazyDave. Good to know. I appreciate that balance is required between complimentary upgrades and simply having an expectation of flying premium (or business when it happens) whenever I book economy. I don't have any issue with booking PE if I "need" to be at the front of the plane (and will continue to do so when J is introduced), but most occasions am fine with Y. Nevertheless, it was a pleasant surprise and if you can get the balance right I've no doubt it'll achieve what your looking for.

I've noticed a bunch of "little things" that, as a Gold Velocity member, are happening now that weren't six months ago and I'm impressed with the direction they are taking. Particularly in the last couple of months I've noticed the "incrementals" really adding up.

Keep up the good work!

 

[jsd]

I've also noticed that DJ and Velocity have turned a big corner in recent months, had an issue with some points crediting from a partner, rang Velocity and they said someone will get back to me within 5 days:shock:.

Now for the surprise, points were in my account the next day and the really nice guy from velocity gave me a courtesy call to advise me of this. THIS IS CUSTOMER SERVICE

Thumbs up to crazydave98 and everyone at DJ for that matter for this NEW direction you guys are taking. Keep it up


Josh

 

[samh004]

Upgrade

I have something on topic but it's with Pacific Blue and I shall start a new thread in time.

 

[jsd]

I have something on topic but it's with Pacific Blue and I shall start a new thread in time.

Get cracking then Mister, threads don't write themselves