V Australia Woeful Business Class

[Justinf]

Not getting a drink the milisecond you expect one and not getting your jacket the milisecond you expect it, does not equate to horrible J-class service in my book. I was very impressed with the J product when I flew LAX-MEL in Feb.

 

[Travel Guru]

I'd have to say my experiences have been excellent as well, I'd fly VA over QF J any day of the week.

The onboard crew and service I've experienced have been absolutely superb.

TG

 

[Jacko4]

Hi Jack,
Sorry to read your post, if you would like to private message some details I can look into it.
thanks

Thanks for your offer however too little too late. I have already taken this as high as it can go with almost zero result apart from a phone contact (with no background information) from a co-ordinator in your call centre 8 days after I emailed your MD.

If he wont or cant do anything I cant expect that you can do more, but thanks anyhow.

 

[extracta]

Your complaint does not seem to make a lot of sense.

Lateness of a drink prior to takeoff is no big deal as there are a lot of things that are probably more important than your bubbly.

The FA pouring your drink with attitude at the bar is of little consequence as the bar is open and you could have poured your own whenever you liked.

I do not see how you can blame VA for your taking somebody elses jacket not only off the plane but through immigration and customs without noticing.

It appears to me that maybe the FA had a reason to be reluctant pouring you drinks.

 

[Travel Guru]

Are you really surprised that John Borghetti didn't respond to your complaint over a delayed glass of bubbly and a jacket mixup?

TG

 

[AaronBradford]

Thanks for your offer however too little too late. I have already taken this as high as it can go with almost zero result apart from a phone contact (with no background information) from a co-ordinator in your call centre 8 days after I emailed your MD.

If he wont or cant do anything I cant expect that you can do more, but thanks anyhow.

Too little too late? You don't even know what Virgin may have done for you, because you refuse to accept investigation. The fact they you've "e-mailed" the CEO makes me laugh a little. And what the others have said.

 

[odysseus]

Hmm, this thread is suspicious.

 

[clifford]

Hmm, this thread is suspicious.

Yes, I agree.

But V Australia IS a really poor airline. It has to be with the girlies it hires to be FA's.

 

[Oneworldplus2]

Yes, I agree.

But V Australia IS a really poor airline. It has to be with the girlies it hires to be FA's.

Then again, all of your posts have been 'negative' (on everything so far)....get a life....

 

[Jacko4]

Your complaint does not seem to make a lot of sense.

Lateness of a drink prior to takeoff is no big deal as there are a lot of things that are probably more important than your bubbly.

The FA pouring your drink with attitude at the bar is of little consequence as the bar is open and you could have poured your own whenever you liked.

I do not see how you can blame VA for your taking somebody elses jacket not only off the plane but through immigration and customs without noticing.

It appears to me that maybe the FA had a reason to be reluctant pouring you drinks.

LOL and it appears to me that you do not have any understanding about how smiley faces and rehearsed patter do not translate necessarily into efficient professional service delivery, but then again maybe I set the bar higher than you.

 

[cove]

Look these guys scored 91% satisfaction in a recent survey.
Out of the 9% remainder there would be some folks who are never going to be satisfied and that is why we are lucky and have future choices.

My friends are saying it is pretty good so they must be in the 91%.

It is rare now to get a horror flight but if you got no IFE and no reading light on a long haul that would make me hope that there was another seat somewhere.

 

[Reggie]

By looking here View Profile: Red Roo - The Australian Frequent Flyer Online Community (and click “find all posts” on the left) it is possible to see how Qantas has been officially dealing with specific individual's complaints/issues raised on AFF.

By looking here View Profile: Simon_Westaway - The Australian Frequent Flyer Online Community (and click “find all posts” on the left) it is possible to see how Jetstar has been officially dealing with specific individual's complaints/issues raised on AFF.

Of course, some issues are taken up unofficially & anonymously, by other engaged employees from right across the Qantas Group, adding their unique perspective on AFF.

I have had a look at the posts as you point out above, and I accept that QF have now been responding to specific individual issues. I have missed these posts, as the threads they were in were not of interest to me.

Perhaps it is more accurate to say that the level of engagement that is visible on AFF is markedly slower/less evident from the QF/JQ Group Staffers compared to DJ.

Yes it would be more accurate to say staff from DJ have been around longer, quicker to act, and more forthcoming.

Its probably timely to put in this reminder - AFF is not an official avenue for complaint lodgement about anything, and while vendor participation is most welcome and appreciated, its not mandatory nor is it a substitute for the normal correct channels.

An criticism about reps not acting on issues will more than likely be viewed by the mods as being an attempt to attack/insult another community member, and appropriate action will be taken. Both bad and good feedback make this community what it is today, lets keep adding value where we can please.

I am not attempting to insult/attack another community member, and feel there have been several other recent threads that verged very close to this. I also note it is not mandatory for vendors or any members participation, however I feel that I am able to make the observation that I believe that one vendors reps assistance is "better" than anothers.

 

[Reggie]

Sure I've had average experiences on QF, but never woeful.

As for your last point about QF not taking up issues, I think your actually completely incorrect, there is a couple of people here who do, but perhaps not as "out front" about it.

Matt

Hi Matt,

I never said my or anyone elses experience were woeful, I was putting things in perspective, QF can be as bad and good as DJ.

I did say correct me if I am wrong, and I have been duely corrected, see my previous post. The only reply posts I have seen from other airlines were in relation to a specific change to a benefit being removed from their top tier frequent flyer's, and from memory there are still some people that are not happy with the responses not matching actual.

 

[scibo10]

I remember a QF flight from SYD to LAX in 2009 where there the AVOD system didn't work. 14 hour flight and no IFE.

My worst experience was on a Lufthansa flight back in 2001 between Singapore and Frankfurt. (Ironically it was an AN codeshare, and I heard that AN service was 5*. Never lucky enough to try them). Overhang TV monitor in aisle was broken, plus the seat had the most cramped seat pitch I have ever experienced. I am not hugely tall, around 5'10 or 5'11, but remember having to spend most of my flight sitting on a sideways angle to fit. Not fun for 12 hours!

As long as VA does not replicate the above, I will be more than happy to fly them.

 

[DJ332]

I never like FA attitude but I find it is pretty rare. Usually I think it’s because of something I’ve done or said so I try to set it aside.

Couldn't have said it better myself. In the vast majority of cases, if you're getting attitude from anyone in customer service, it's because you've said something which has offended them or you've been overly demanding when they're already trying their best to cater to your needs. Something must have provoked this 'attitude' from the FA.

 

[Jacko4]

Are you really surprised that John Borghetti didn't respond to your complaint over a delayed glass of bubbly and a jacket mixup?

TG

Well actually TG I am surprised. Obviously my email to him wasn't as trite as you suggest and in today's market, regardless of the industry, the winners inevitably have top-down access at all levels with a demonstrable commitment to customer service excellence. So, did I expect a personal response? Well sort of. Did I expect a response on his behalf within 2 business days? Absolutely.

 

[LiamR]

Well actually TG I am surprised. Obviously my email to him wasn't as trite as you suggest and in today's market, regardless of the industry, the winners inevitably have top-down access at all levels with a demonstrable commitment to customer service excellence. So, did I expect a personal response? Well sort of. Did I expect a response on his behalf within 2 business days? Absolutely.

So you think everybody who has a complain about getting their drink last should E-Mail the CEO and expect a response, from someone within 48hrs?

 

[straitman]

But V Australia IS a really poor airline. It has to be with the girlies it hires to be FA's.

I have previously asked you to elaborate your reasons for being so negative toward the Virgin Australia group however you have not done so.

What have they done wrong by you and why do you detest them so much :?:

 

[Jacko4]

So you think everybody who has a complain about getting their drink last should E-Mail the CEO and expect a response, from someone within 48hrs?

Of course not! You are missing the point so let me try to make it easier for you to understand. If you buy say a Mercedes ahead of a less expensive car and something on it doesn't work, do you just accept it or having paid a premium, do you bring it to the attention of someone who cares enough to do something about rectifying the problem?

 

[LiamR]

Of course not! You are missing the point so let me try to make it easier for you to understand. If you buy say a Mercedes ahead of a less expensive car and something on it doesn't work, do you just accept it or having paid a premium, do you bring it to the attention of someone who cares enough to do something about rectifying the problem?

I'd take it back to the dealership, not E-Mail the CEO and get upset that you don't get a reply from him or his people in less than 2 days.

I understand your not happy with the product, your complains about the service, are very minimal from my point of view.