Velocity Baggage allowance

[theblank]

Here I sit broken hearted at DPS ( including a 3 hour delay) because i was denied my 2 x 23kg baggage allowance that Silver Status gives me on a Choice fare.


Checkin agent says the computer only gives me 1 x 23 kg. But according to the website is 2 x 23kg. I showed him that but he reckons I didnt have "that ticket" so instead he got me to move some stuff around and now have 2 carry on bags totalling 16kg . Who knows what they will tell me at the gate.

I didnt argue my point because the queue was long, 3 agents and we were holding the queue up.

I want to give VA a piece of my mind, but have i read this wrong?

Checked baggage

Your guide to Virgin Australia's checked baggage allowance based on your selected fare. Find information on size, weights and extras.

www.virginaustralia.com

 

[BRIS_VA_HAWK]

By my reading you appear to be correct, as a Lite fare gives you nothing (unless purchased) and Choice or Flex give you 2 x 23kg bags. Unfortunately I don't you'd get much more than a cut and paste response if you complained though.

 

[Must...Fly!]

Here I sit broken hearted at DPS ( including a 3 hour delay) because i was denied my 2 x 23kg baggage allowance that Silver Status gives me on a Choice fare.


Checkin agent says the computer only gives me 1 x 23 kg. But according to the website is 2 x 23kg. I showed him that but he reckons I didnt have "that ticket" so instead he got me to move some stuff around and now have 2 carry on bags totalling 16kg . Who knows what they will tell me at the gate.

I didnt argue my point because the queue was long, 3 agents and we were holding the queue up.

I want to give VA a piece of my mind, but have i read this wrong?

Checked baggage

Your guide to Virgin Australia's checked baggage allowance based on your selected fare. Find information on size, weights and extras.

www.virginaustralia.com

You should have had 2 x 23kg.

Check your e-ticket to be sure of the fare basis you were on, but yes if Choice, you should've had the two bags included.

Make VA aware, DPS need to be reminded Sabre isn't perfect and needs to be overridden on occasion.

 

[Steven of Mysore]

VA certainly have some work ahead of them in DPS. I go up 4-5 times pa and the service is dire. What's the point in having Gold Velocity when VA park their jets out on the tarmac on most occassions and we all get pushed onto a coughpy bus? Being called first is very 'amusing', when half the plane are on the same bus.

I fly out of SYD, MEL and soon BNE (LST based). By far MEL is easily judged worst - airport and VA services. MEL DOM lounge is good though.

Having said that DPS is monstrously busy. Good for my business!

 

[TheInsider]

VA certainly have some work ahead of them in DPS. I go up 4-5 times pa and the service is dire. What's the point in having Gold Velocity when VA park their jets out on the tarmac on most occassions and we all get pushed onto a coughpy bus? Being called first is very 'amusing', when half the plane are on the same bus.

I fly out of SYD, MEL and soon BNE (LST based). By far MEL is easily judged worst - airport and VA services. MEL DOM lounge is good though.

Having said that DPS is monstrously busy. Good for my business!

Not really a VA issue with bussing. It's an airport one.

 

[Steven of Mysore]

Not really a VA issue with bussing. It's an airport one.

Not quite true. VA can choose to pay for a 'real' gate. Never had to do it with QF.

 

[antycbr]

Not quite true. VA can choose to pay for a 'real' gate. Never had to do it with QF.

The other thing that comes into play with bus vs gate is if your flight is late you’ll lose your gate. VA aircraft usually use the remote stands.

At peak evening time there are multiple widebody departures and these will also be prioritised for gates eg TK, SQ, KL, GA and QF A332 ops.

 

[theblank]

VA82 got a gate last night.... kinda helps when the inbound flight arrived after 1am when even the tarmac was so deserted.

and adding to the comments above, the 3 x DPS contractor checkin staff were incredibly slow at processing each passenger. several groups in the queue in front of me were 10-15mins each (perhaps dealing with connecting flight issues). My own was more than 10 mins due to my ordeal.

 

[theblank]

By my reading you appear to be correct, as a Lite fare gives you nothing (unless purchased) and Choice or Flex give you 2 x 23kg bags. Unfortunately I don't you'd get much more than a cut and paste response if you complained though.

I didnt even get a cut and paste response to the formally submitted Complaint using their form. (well i did but it was not even a response)

Their response:

We’d love to assist you with your enquiry, however this should be handled by the Premium Booking Team. Please call them 13 18 75 for further and immediate assistance.

Dont you hate that. Not only does that mean I wont get a written record of the response, that i would show the checkin agent next time, this number will be staffed by ladies with cute voices who will suck me in to accepting a sorry and a packet of jelly beans.

 

[Harrison_133]

I didnt even get a cut and paste response to the formally submitted Complaint using their form. (well i did but it was not even a response)

I notice they're telling you to contact the Velocity Membership Centre.

Did you submit your complaint using the Velocity feedback form, or the Virgin Australia one?

 

[theblank]

I notice they're telling you to contact the Velocity Membership Centre.

Did you submit your complaint using the Velocity feedback form, or the Virgin Australia one?

Good point, defineitly Velocity complaint form. the reply came from [email protected]
another annoyance is that their complaint form doesnt send a copy of my submission to me, nor does their reply so i cant remember what I wrote. I hate that.

 

[Harrison_133]

Good point, defineitly Velocity complaint form. the reply came from [email protected]
another annoyance is that their complaint form doesnt send a copy of my submission to me, nor does their reply so i cant remember what I wrote. I hate that.

I'd strongly recommend submitting something using the Virgin Australia feedback form instead. It has a field to select 'Ground Crew' as the complaint subject, and I've always got a response in the past - even if it has been a little scripted at times.

I say this because I have friends who also had issues with the DPS ground crew last week. The staff at Priority Check-in were completely oblivious to the Platinum status benefits, and wanted to charge extra for things that were included (e.g. Economy X seats). They had to produce their physical velocity cards to get the agent to budge. It's pretty clear the DPS agents don't know what is and isn't included for each status tier, so your experience unfortunately isn't a one off.

They've submitted a complaint via the Virgin feedback form, so I'd suggest trying that instead of Velocity.

 

[theblank]

It's pretty clear the DPS agents don't know what is and isn't included for each status tier, so your experience unfortunately isn't a one off.

Good point - but shouldnt the computer know?

I have used the 2 bag allowance with Silver or Gold before at various airports (but possibly last time in DPS i may not have had 2 bags). Never had to ask the agent, it seemed to be just automatic.

 

[HS-TQE]

Not quite true. VA can choose to pay for a 'real' gate. Never had to do it with QF.

Might depend on their layover, iirc some VA 737s have long turnaround times and it's probably cheaper for them to park and layover at the remote stands rather than pay extra to tow from the gate to the remote area (and vice-versa)

At the same time there are some VA flights that turn back shortly after arrival, so those get the normal gates.

 

[theblank]

They've submitted a complaint via the Virgin feedback form, so I'd suggest trying that instead of Velocity.

Done, got a reply after 2-3 weeks saying sorry, heres 5000 points. They didnt answer my question though, which was along the lines of, whats the actual problem, was the computer system stuffing up by not showing correct allowance, or did the check in dude stuff up by not knowing extra bags for status holders have to be manually overridden.

If anyone knows, please tell. This helps me argue my position should it happen again

 

[Must...Fly!]

You should have had 2 x 23kg.

Check your e-ticket to be sure of the fare basis you were on, but yes if Choice, you should've had the two bags included.

Make VA aware, DPS need to be reminded Sabre isn't perfect and needs to be overridden on occasion.

If anyone knows, please tell. This helps me argue my position should it happen again

See my post above.

 

[Bagpuss]

I'd strongly recommend submitting something using the Virgin Australia feedback form instead. It has a field to select 'Ground Crew' as the complaint subject, and I've always got a response in the past - even if it has been a little scripted at times.

This is 100% correct.

You need to remember that Virgin Australia is airline and Velocity is just frequent flyer.

Submitting it via the Virgin Australia feedback form and selecting "Ground Crew" will go to the correct department.

Sending via email to Velocity just means they have to forward it internally and wont be as well tracked.

To be honest sometimes I sense you get a better response doing everything via the Virgin Australia website than emailing.