Two reasons I can't take Virgin & Velocity seriously

[basso]

Having said that, I think there is a niche between QF and JQ/TT but VA are presently failing at that. Their prices are too high, plain and simple. I foresee VA making further change in the coming year or two to better position themselves between QF and JQ but they can't do that whilst pretending to be a full service airline and charging full service fares. I foresee the fares being dropped and options being exploited, which will be marketed with much gloss and fanfare, but will in reality be a return to DJ with a J cabin rather than a W one.

I disagree. I think VA is mostly full service, but there are a few really irritating things where they just haven't quite got it right. Some of those niggles shouldn't cost squillions to fix (soft drink, proper snack), and would drive satisfaction up.
Other things are more difficult (like lounges),

 

[grubbidok]

I disagree. I think VA is mostly full service, but there are a few really irritating things where they just haven't quite got it right. Some of those niggles shouldn't cost squillions to fix (soft drink, proper snack), and would drive satisfaction up.
Other things are more difficult (like lounges),

TBH my biggest gripe is that VA and QF appear to have reversed their customer service attitudes. VA used to be the flexible, customer-friendly "let's see what we can do" airline and QF the opposite. It was actually the repeated interactions with the QF Brick Wall that sent me to VA. But now I am finding the situation reversed, VA is now all about "computer says no", even as a VA WP, and I am finding that, even as a NB, QF appears to be doing everything they can to assist me when I need it.

All the soft drink and snacks in the world can't make up for a poor customer service culture if it's broken. And I can forgive VA a lot if underlying that is a commitment to being customer-focused. I sincerely hope VA return to their roots in this regard (TBF I did have a nice interaction with customer service for a VA problem today, but also TBH it was the first time in at least half a dozen times I've needed something).

 

[Virgin Bart]

TBH my biggest gripe is that VA and QF appear to have reversed their customer service attitudes. VA used to be the flexible, customer-friendly "let's see what we can do" airline and QF the opposite. It was actually the repeated interactions with the QF Brick Wall that sent me to VA. But now I am finding the situation reversed, VA is now all about "computer says no", even as a VA WP, and I am finding that, even as a NB, QF appears to be doing everything they can to assist me when I need it.

All the soft drink and snacks in the world can't make up for a poor customer service culture if it's broken. And I can forgive VA a lot if underlying that is a commitment to being customer-focused. I sincerely hope VA return to their roots in this regard (TBF I did have a nice interaction with customer service for a VA problem today, but also TBH it was the first time in at least half a dozen times I've needed something).

This is a PERFECT summary of what made me go from no airline to VA and now after maybe 7 years back to QF. If I want "computer says no" then I have JQ for that.

 

[straitman]

I disagree. I think VA is mostly full service, but there are a few really irritating things where they just haven't quite got it right. Some of those niggles shouldn't cost squillions to fix (soft drink, proper snack), and would drive satisfaction up.
Other things are more difficult (like lounges),

An interesting comment. If you have ever studied Aviation Economics (and I have) you will understand the economics of scale. A tin of drink, a biscuit and even a slice of cheese do add squillions to operating costs. It just means that when selecting these snack options they need to be much planned out.

 

[Lemon_Party]

An interesting comment. If you have ever studied Aviation Economics (and I have) you will understand the economics of scale. A tin of drink, a biscuit and even a slice of cheese do add squillions to operating costs. It just means that when selecting these snack options they need to be much planned out.

This is well off topic, but the whole economics and logistics at airline scale is hugely interesting to a casual observer like me. It has been touched on in other threads which I've read with interest, but I've always wondered about even basic things like the coughulative cost of flying 180 magazines per flight sector in say added weight and fuel burn - the same approach can be added to anything on the plane of course, individually not a lot, and as you say scale it up and it can become huge.

 

[Mattg]

An interesting comment. If you have ever studied Aviation Economics (and I have) you will understand the economics of scale. A tin of drink, a biscuit and even a slice of cheese do add squillions to operating costs. It just means that when selecting these snack options they need to be much planned out.

You'll be pleased to know that Virgin's snack options are indeed "carefully selected".



FWIW, I have also studied Aviation Economics. I understand the cost side of things, but you can only minimise costs to a point before your revenue becomes affected (either because customers don't want to fly your airline or aren't willing to pay a premium for your service). Virgin may find that their yields improve to a greater extent than their costs increase if they improve their in-flight service.

 

[JohnK]

An interesting comment. If you have ever studied Aviation Economics (and I have) you will understand the economics of scale. A tin of drink, a biscuit and even a slice of cheese do add squillions to operating costs. It just means that when selecting these snack options they need to be much planned out.

Cost cutting such as removing an olive from the meal/snack service?

I don't know what VA are paying for the snacks they are offering but they are awful. Wife hasn't touched one yet. She keeps bringing the snack home in her pocket.

Surely it's possible to offer something that is appealing and cost effective?

 

[bean]

Cost cutting such as removing an olive from the meal/snack service?

I don't know what VA are paying for the snacks they are offering but they are awful. Wife hasn't touched one yet. She keeps bringing the snack home in her pocket.

Surely it's possible to offer something that is appealing and cost effective?

I agree. The cost to supply muffin or a pie compared to the coughpy muesli bar would be negligible and the additional cost could easily be passed on to the customer. Since when did anyone buy a VA flight over a QA flight because it was $3 cheaper..

What they should really do is charge customer based on total weight. As someone who is a fit and healthy 75kgs it drives me insane that I could get charged for an additional 5kg in baggage yet someone who weighs 120kgs doesn't have a problem.

Standard passenger weight is 81kg. Anything under that you should be able to make up in excess baggage, anything over that should be added to your baggage weight and charged accordingly.

 

[basso]

An interesting comment. If you have ever studied Aviation Economics (and I have) you will understand the economics of scale. A tin of drink, a biscuit and even a slice of cheese do add squillions to operating costs. It just means that when selecting these snack options they need to be much planned out.

Perhaps, but if they spend 50c on a proper muffin, rather than 20c on the tiniest mini muffin they could find, we probably wouldn't be having this conversation.

 

[Luke B]

Standard passenger weight is 81kg. Anything under that you should be able to make up in excess baggage, anything over that should be added to your baggage weight and charged accordingly.

Excuse me?? I'm 6ft 4 and approximately 88kgs, if any airline did that to me they wouldn't be getting my business.

 

[Zerosignal]

That muesli bar they offer is a joke, I never accept it.

 

[serfty]

[moderator hat]

Some off topic posts have been moved:

http://www.australianfrequentflyer....r-paying-overweight-passenger-when-83501.html​

[/modersator hat]

 

[cove]

I can take it more seriously now that Mrscove has her own Virgin points.
Superior domestic business class availability on the A330 does make it a winner.

 

[ajd]

Does Virgin still do the ridiculous "have you joined Velocity yet" PA announcements that I seem to remember from back when I flew VA on occasion?

 

[Lemon_Party]

Does Virgin still do the ridiculous "have you joined Velocity yet" PA announcements that I seem to remember from back when I flew VA on occasion?

At Virgin we are proud of our award winning frequent flyer program....

Yes. Yes they do...

 

[cove]

I have never heard it but I do generally ignore anything other than our call to board in the priority lane.

 

[Mr Pumblechook]

If you're upset by a 10 second advertisement for an airline's frequent flyer program, I think you're probably determined to have a bad time.

 

[grubbidok]

If you're upset by a 10 second advertisement for an airline's frequent flyer program, I think you're probably determined to have a bad time.

I can totally live with them on the plane, but I will admit the one they forced you to listen to on the phone for their promotion last month before even asking you to enter your details drove me cough*ing balmy

 

[ajd]

If you're upset by a 10 second advertisement for an airline's frequent flyer program, I think you're probably determined to have a bad time.

Oh, absolutely. I approach every VA flight with a negative predisposition built on my misfortunes with delays, cancellations and the existence of the ATR 72

 

[Deleted member 29185]

and the existence of the ATR 72

chuckle, chuckle, chuckle ... a person after my own heart!