VA vs. QF - total package differences?

[SYD]

Grass isn’t always greener.

Correct!

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.

I had to ring VA to make an award booking on SQ SIN-SAI. It was supposed to be bookable online but the VA IT didn't want to take my points of $ to complete the process - tried several times over several weeks. Nada.

So called up and
a) there's no menu option to be put through to international partner redemptions,
b) you end up speaking to someone who can't actually help you but will listen to ask for something before saying that they can't help and then transfer you to someone who can
c) somehow that person stuffs up my name and SYD+1's names on the booking - so bad that we'd be denied boarding if I'd not noticed / done nothing (I'm still scratching my head how that's even possible for me - using my VFF account for the points that were deducted?)
d) call back immediately. Repeat steps a) and b)
e) next agent understands the problem and says she's going to waive the change fee for their stuff up - how kind.
f) but they need to completely cancel and rebook the seats (so, out of pocket points and $ pending refund). Fortunately the points were actually back close to immediately (they said several days) - if you were low on points you could be stuffed. I was surprised they actually processed the CC payment and then refunded rather than just cancelling the authorisation...

Next day, I called QF to book a CR on CX PNH-HKG to connect with an existing QF J CR HKG-SYD. You can't book ex PNH online, but call answered quickly. I ask if they could add to the existing booking - no problem. Done and dusted in a few minutes.

But I did have a QF agent tell me recently that there were no CRs on PEK-XIA because QF doesn't fly that route....

That aside, VA (even without the SQ transfer option) does have some redemption sweet spots. Obviously being able to get the QR seats being withheld from QFF is useful.

But I would miss OWE perks.

 

[HS-TQE]

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.

As you've also mentioned earlier, the other 68% owners of VA may oppose the move for "QR exclusivity" later if QR does get onto the register as a 25% owner, it may devalue their ROI for a later IPO to gradually offload their 68% (whenever that may be).

The only exception where I can only see Bain agree to this is if QR does make a move for a formal takeover later (therefore cancelling out the proposed IPO, and of course subject to the FIRB review), which can go either way.

 

[RooFlyer]

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.

As drron mentioned, most airlines (and esp Qantas in this context) don't pay commissions to TAs anymore. So most charge customers a fee. Now, I happily pay this fee for an overseas itinerary where their time is significant and they will look after any irrops 24/7 but for domestic the value proposition isn't there, at least for me.

 

[smckay]

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?

First up, your profile image triggers me. And if you are actually a QF 'insider' then your post highlights exactly why I wish to ditch QF. You seem to have nil idea that TA will not deal with reward seats and will charge a decent fee to book any other trip.
I do not need a call centre to make bookings under normal operations. But I do need to call the call centre to rectify stupid changes/mistakes/errors/etc by what ought to be a professional capable organisation whose main role is to fly planes from points A to B.
I have 2 long haul return trips booked. All flights have had changes from a few minutes to 24 hours.
The call centre I now have to deal with could not figure out all they have to do is plonk me on a flight at least 2 hours after QF12 lands, and tried to route me through MEL..
So why did I need to call the call centre? Because for some reason QF are making changes to flights, probably by some AI bot developed by a kid just out of school.
Second trip - on a 06:05 flight HBA-SYD to catch QF27 leaving at 10:30. Same AI bot put us on a 11:00am flight HBA-SYD and then I had to call the call centre to find out why I was moved from the 06:05. No reason, and after a 45 minute total cal time we were back on the 06:05.

So, if you are a QF insider then perhaps you could ask some internal questions on why such stupid, illogical and time wasting changes are made resulting in 20 year rusted on clients to put a post on an internet forum asking if there are better alternates.

Apologies if this post is aggro.

 

[zsw]

Used to be QF exclusively for work then moved across to VA recently. Has been night and day for me in terms of service.

Went from having to make 15+ calls for a COVID credit and a string of 7 straight cancelled SYD - MEL flights on Qantas to having the phone picked up almost instantly everytime and a resolution to my question everytime (admittedly sometimes it takes a decent amount of time to actually go through the whole process on the phone).

Rewards out of Australia also a big win for VA, but I agree with others that losing some of the OW reward flights intra-Asia or intra-Europe is a bit of a loss.

 

[drron]

Well I am fortunate. Spent quite a few years with AA as my main program. Both of us still have a fair stash of points. And I made LTP.
The only problem with AA which also applies to VA is that their awards are only released at 330 days out. Although VA release the awards at 330 days out you can only pay for them at 331 days out.
Fortunately good availability of SQ awards out of Australia at that time. And with AA not bad with QR or EY from Asia to Europe. With QR I use AA as much lower points and cash needed than with VA.

 

[im.daniel]

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.

VA call centres are based out of Manila. For simple things, they are OK. They’re very by the book, and will offer minimal flexibility IME. I call them up most often for the fly-ahead benefit (which is by FAR the best perk of Plat), it’s generally a straight forward call.

The other thing I find useful with Velocity is that you can cancel reward bookings and opt to pay a fee, rather than forfeit 5-6000 points (eg on QF). VA refunds generally are MUCH faster than QF I find.

It’s easy enough to get to Europe with Velocity points, when booked in advance (think 6-8+ months). Availability on SQ and QR is quite good (for me ex-ADL). I managed to get my family of 4 to Europe in August this year solely on VA points in J. Reward fees used to be very low - now they’re probably higher than QF (400-800 bucks p/person OW).

 

[im.daniel]

You seem to have nil idea that TA will not deal with reward seats and will charge a decent fee to book any other trip.

Actually, some TA’s do deal with reward seats.