VA vs. QF - total package differences?

[smckay]

Folks

I am a rusted on QF-flyer of 20 years. But, QF customer service has broken me and and I am looking at moving my flying to Virgin and partners.
The oversea's call centres that don't know IATA codes (DUB is not Dubai sweetie and you ought to know what LAX stands for) and their lack of product knowledge has done it for me.

Before I commit, can ya'll comment on the service of both? I'm not worried about the planes but I do want to know how hard reward flights in J are to obtain (Europe is probably our main destination), what the quality of call centres are like for booking changes and the length of wait times. Can you get rewards seats on SQ, ANA, etc over the middle east carriers easier? Are the reward fee's acceptable?
Currently QF Gold from QF WP due to lack of interest in flying QF so comments at a VA Gold level (if that is equal to QF Gold) would be appreciated.

 

[MEL_Traveller]

Folks

I am a rusted on QF-flyer of 20 years. But, QF customer service has broken me and and I am looking at moving my flying to Virgin and partners.
The oversea's call centres that don't know IATA codes (DUB is not Dubai sweetie and you ought to know what LAX stands for) and their lack of product knowledge has done it for me.

Before I commit, can ya'll comment on the service of both? I'm not worried about the planes but I do want to know how hard reward flights in J are to obtain (Europe is probably our main destination), what the quality of call centres are like for booking changes and the length of wait times. Can you get rewards seats on SQ, ANA, etc over the middle east carriers easier? Are the reward fee's acceptable?
Currently QF Gold from QF WP due to lack of interest in flying QF so comments at a VA Gold level (if that is equal to QF Gold) would be appreciated.

Grass isn’t always greener.

Took 13 contacts to finaly get a refund I was due under ACL. This was something VA agreed they owed me, but customer service staff refused to process or escalate because ‘their computer didn’t let them’.

The point blank refusal to escalate was a major reason I abandoned VA.

 

[smckay]

Grass isn’t always greener.

Took 13 contacts to finaly get a refund I was due under ACL. This was something VA agreed they owed me, but customer service staff refused to process or escalate because ‘their computer didn’t let them’.

The point blank refusal to escalate was a major reason I abandoned VA.

Not a great start indeed. Sounds like they went to the same training school QF uses.

 

[SeaWolf]

I think you're always going to have the odd bad experience with customer service, no matter what you do. I do think that overall I have more positive experiences with VA and over the years I've found them to be consistently good, with an occasional bad outlier. I don't fly QF much, but when I have I've found the ratio to be reversed, with the experience consistently bad with an occasional good outlier.

I've found this especially true when something has gone wrong, with VA often bending over backwards to help out. On the other hand, when things have gone wrong with QF I've usually been directed to the app with an attitude of, "Why don't you help yourself?"

It sounds like you've been having a string of issues with QF over an extended period so I'd say why don't you give VA a go and see how it is? If it turns out you don't like it you can always go back.

 

[p--and--t]

IMHO the grass is not greener.

I reverted to BFOD that suited my travel plans a long time ago.

Recent travel has confirmed that approach.

 

[smckay]

IMHO the grass is not greener.

I reverted to BFOD that suited my travel plans a long time ago.

Recent travel has confirmed that approach.

That is plan C and on the table.

 

[RooFlyer]

I fly both these days (never Jetstar or Rex), Plat on both. I don't fly BFOD, just best flight under the circumstances - fare, timing & all. Usually turns out to be 3/4 VA for domestic due to fare difference. On balance, I'd give VA 7/10, QF 6/10 . More 'very good' experiences on VA, def more 'bad-very bad' experiences on QF.

 

[levelnine]

Before I commit, can ya'll comment on the service of both? I'm not worried about the planes but I do want to know how hard reward flights in J are to obtain (Europe is probably our main destination), what the quality of call centres are like for booking changes and the length of wait times. Can you get rewards seats on SQ, ANA, etc over the middle east carriers easier? Are the reward fee's acceptable?

If you are looking for business class award seats at saver levels to Europe, the difference is night and day, especially if you're willing to take the conversion hit and transfer to SQ. It's not even close.

 

[drron]

We switched to VA from QF just over 12 months ago when Mrsdrron lost QP.She is LTG so doesn’t need any QF flights. We have were going to go BFOD but that has turned out to be VA every time. The best example was flying J BNE - DPS when VA was the cheapest of all airlines including JQ.

I I have found very good J award available. We fly BNE - SIN regularly and return. Twice of 9 times have I been unable to get a J award on SQ with Velocity points on our preferred day time flights. Once flying out of SYD instead and once we have booked JQ J awards to BKK instead. It is in school holidays.

I have phoned the VA customer service line 3 times. Each time answered in less than 5 minutes. 2 immediately. Got what I wanted each time. So now it’s VA. And once a year I can buy 250000 points at a good discount so getting J seats at a little under 50% discount to the cash price.

As to the cash cost of awards our BNE. awards now costs us $299.

 

[justinbrett]

Loss of oneworld status would be a deal breaker for me, but each to their own.

I think if you're more inclined to fly Trans Pacific you've got AA, AS, HA, FJ and QF; vs just UA with VA. And if you're flying revenue to Europe, lots of options on oneworld that all earn status but with VA you'll have to fly QR.

I think some on here fly more reward than revenue so the considerations are different, but for the average pax who flies mostly revenue I don't think there's even a contest unless you opt for an overseas based program.

As a nothing status on VA, I found their customer service terrible and they wanted to cancel my reward flight on the day of travel due to their error. I can't speak for QF nothing status but QF premium customer service ranges from mediocre to outstanding, but never anything like I experienced with VA.

 

[smckay]

Loss of oneworld status would be a deal breaker for me, but each to their own.

I think if you're more inclined to fly Trans Pacific you've got AA, AS, HA, FJ and QF; vs just UA with VA. And if you're flying revenue to Europe, lots of options on oneworld that all earn status but with VA you'll have to fly QR.

I think some on here fly more reward than revenue so the considerations are different, but for the average pax who flies mostly revenue I don't think there's even a contest unless you opt for an overseas based program.

As a nothing status on VA, I found their customer service terrible and they wanted to cancel my reward flight on the day of travel due to their error. I can't speak for QF nothing status but QF premium customer service ranges from mediocre to outstanding, but never anything like I experienced with VA.

Some good points you make, and I agree in the main. OW status is a bit of a concern, but if we are flying J then we have lounge access and that's our priority.
I can't see me giving QF enough business to go back to Plat so I need to find the best no-status call centre offering I can find. The last 18 months with QF have been a shambles so I think enough is enough.

 

[TheInsider]

Some good points you make, and I agree in the main. OW status is a bit of a concern, but if we are flying J then we have lounge access and that's our priority.
I can't see me giving QF enough business to go back to Plat so I need to find the best no-status call centre offering I can find. The last 18 months with QF have been a shambles so I think enough is enough.

Why do you need a call centre? Maybe it would be best to find a good Travel Agent if you have a reliance on a call centre?

 

[RooFlyer]

Why do you need a call centre? Maybe it would be best to find a good Travel Agent if you have a reliance on a call centre?

TAs don't usually deal in points flights, which is a strong point of call centre use.

Also, just speaking for myself, as a heavy user of my travel agent, I can say that they are not really necessary for domestic flying. Simple to book on-line and no TA fee. And domestic flying frequently needs call centre intervention.

 

[TheInsider]

TAs don't usually deal in points flights, which is a strong point of call centre use.

Also, just speaking for myself, as a heavy user of my travel agent, I can say that they are not really necessary for domestic flying. Simple to book on-line and no TA fee. And domestic flying frequently needs call centre intervention.

I fully understand if it's for points flights, but I'm assuming the OP doesn't have many points with VA anyway. So just wondering why the reliance on the call centre then

 

[RooFlyer]

I fully understand if it's for points flights, but I'm assuming the OP doesn't have many points with VA anyway. So just wondering why the reliance on the call centre then

Don't mean to be facetious, but why then does anyone need a call centre for $$ flights? Just a couple: irrops and the app etc gives you a stupid alternative - need to call. App gives you an alternative that doesn't suit - need to call. App on the blink - need to call.

Can't get certain combinations to work (ie married segment in background) - need to call to find reason.

Issue with points not crediting properly; refund not appearing properly.

Unless you are getting at 'there is always chat' etc. If a call centre is offered, and I choose to use it, it should be functional and the operators properly trained.

 

[bcworld]

I think if you're more inclined to fly Trans Pacific you've got AA, AS, HA, FJ and QF; vs just UA with VA. And if you're flying revenue to Europe, lots of options on oneworld that all earn status but with VA you'll have to fly QR.

No you don't. You can still fly to Europe or SQ on NH and earn status credits...nothing that is happening with QR changes that.

And with VA you pretty much know you're going to earn...there are no paid fare classes that are excluded from earn that you have to go and cross reference against some hard to find table on the Velocity website.

 

[sydunipete]

I'm VA Platinum and avoid QF since they abandoned us during covid. I'm a happy customer - although it does annoy me that they run out of meal choices in J and the Platinum business upgrade certificates (4 per year) aren't as available as I'd like.

Recently I had to use their call centre twice, both times I got what I wanted and they waived the cancellation fee without a fight. Phone was picked up almost immediately both times.

I'm also very happy with award availability. Mostly I search on SQ then transfer the VA points across. Those redemptions cost more points but I think there is more availability, they come online earlier and taxes / fees are significantly lower.

After the recent VA changes I looked around at QF but it just wouldn't have worked for me.

I mostly fly J overseas, so OW status isn't too important and I have a Priority Pass card through my Platinum Amex. It's extremely rare that I don't score a lounge one way or the other.

 

[justinbrett]

No you don't. You can still fly to Europe or SQ on NH and earn status credits...nothing that is happening with QR changes that.

And with VA you pretty much know you're going to earn...there are no paid fare classes that are excluded from earn that you have to go and cross reference against some hard to find table on the Velocity website.

But you won't meet the 50% VA SC requirement if you do this. On QF you only need 4 sectors, which can be as low as 3% QF.

So you're right, you get a little choice, but only 50% of the time... And this is based on the current state of play. Previous policy in the ACCC application was to exclude SQ/NH flights to Europe from the partnership completely, and was only removed when they told ACCC they were no longer seeking authorisation for that component. That doesn't mean they won't bring it in later - the fact QR asked for that in the first place tells a story.

 

[elanshin]

Don't mean to be facetious, but why then does anyone need a call centre for $$ flights? Just a couple: irrops and the app etc gives you a stupid alternative - need to call. App gives you an alternative that doesn't suit - need to call. App on the blink - need to call.

Can't get certain combinations to work (ie married segment in background) - need to call to find reason.

Issue with points not crediting properly; refund not appearing properly.

Unless you are getting at 'there is always chat' etc. If a call centre is offered, and I choose to use it, it should be functional and the operators properly trained.

I think thats the point of having a good TA is it not? That they get paid the commission and handles all of that for you.

Key word is "good".