Virgin Australia Business Class - Meals, Menus & Service

[Flyer 777]

Had similar bizarre experience last week Melbourne - Adelaide, mid morning flight booked few weeks in advance. Was only one in business, not long after seatbelt sign went off got asked if I would like the fruit plate ( all on offer) declined and asked for a sandwich from economy, the response was "that is for economy" a bit shocked I then said I would purchase it told ("sorry as I said thats for economy") was then asked if I would like a drink by then needed a scotch n coke which was provided. Then the CSM deserted the flight no offer of another drink and my glass was still left on the coughtail shelf for landing which I had to grab so it didnt smash. Never experienced anything like it before.
Just to add the return journey was the opposite, two in business class, some turbulence with seat belt sign on, was offered the business meal or anything from economy without asking. Also 4 scotches with time to spare. Had a chat to the CSM and he was shocked and said that is not on and advised me to make a complaint and said it is just not acceptable.
I am inclined to complain but is probably a waist of time. Anyway sorry for the rant. Cheers

 

[Aussie_flyer]

Had similar bizarre experience last week Melbourne - Adelaide, mid morning flight booked few weeks in advance. Was only one in business, not long after seatbelt sign went off got asked if I would like the fruit plate ( all on offer) declined and asked for a sandwich from economy, the response was "that is for economy" a bit shocked I then said I would purchase it told ("sorry as I said thats for economy") was then asked if I would like a drink by then needed a scotch n coke which was provided. Then the CSM deserted the flight no offer of another drink and my glass was still left on the coughtail shelf for landing which I had to grab so it didnt smash. Never experienced anything like it before.
Just to add the return journey was the opposite, two in business class, some turbulence with seat belt sign on, was offered the business meal or anything from economy without asking. Also 4 scotches with time to spare. Had a chat to the CSM and he was shocked and said that is not on and advised me to make a complaint and said it is just not acceptable.
I am inclined to complain but is probably a waist of time. Anyway sorry for the rant. Cheers

You absolutely MUST complain. What you have described is utterly appalling service.

 

[Jousams]

Had similar bizarre experience last week Melbourne - Adelaide, mid morning flight booked few weeks in advance. Was only one in business, not long after seatbelt sign went off got asked if I would like the fruit plate ( all on offer) declined and asked for a sandwich from economy, the response was "that is for economy" a bit shocked I then said I would purchase it told ("sorry as I said thats for economy") was then asked if I would like a drink by then needed a scotch n coke which was provided. Then the CSM deserted the flight no offer of another drink and my glass was still left on the coughtail shelf for landing which I had to grab so it didnt smash. Never experienced anything like it before.
Just to add the return journey was the opposite, two in business class, some turbulence with seat belt sign on, was offered the business meal or anything from economy without asking. Also 4 scotches with time to spare. Had a chat to the CSM and he was shocked and said that is not on and advised me to make a complaint and said it is just not acceptable.
I am inclined to complain but is probably a waist of time. Anyway sorry for the rant. Cheers

Definitely complain, VA normally deal with complains very well.

 

[PDog]

Definitely complain, VA normally deal with complains very well.

Agree, both of these examples tonight are appalling. And in my experience, feedback like this is usually acted upon, particularly if you can provide specifics so VA can identify who was involved. I've been gifted points unexpectedly for really poor customer service like this.

 

[Milefest]

Had similar bizarre experience last week Melbourne - Adelaide, mid morning flight booked few weeks in advance. Was only one in business, not long after seatbelt sign went off got asked if I would like the fruit plate ( all on offer) declined and asked for a sandwich from economy, the response was "that is for economy" a bit shocked I then said I would purchase it told ("sorry as I said thats for economy") was then asked if I would like a drink by then needed a scotch n coke which was provided. Then the CSM deserted the flight no offer of another drink and my glass was still left on the coughtail shelf for landing which I had to grab so it didnt smash. Never experienced anything like it before.

That is unacceptable. As others have said, definitely complain, you will get reimbursed to some degree. Terrible way to treat a high value customer.

 

[Flyer 777]

Thanks for the feedback, is it best to complain via the feedback form or is there an email address that is better?

 

[PDog]

Thanks for the feedback, is it best to complain via the feedback form or is there an email address that is better?

I've used both the form (I find it annoying) & just the [email protected]
similar response quality & time for both

 

[Fiches Mouser]

As P Dog says, both are fine but I find email is better so that you have a record of what you sent.

Both Flyer 777 and Aussie_flyer – your stories are rather shocking. Flyer, you are absolutely not wasting your time complaining. If there's a bad egg providing that kind of service, it's really important that the company is aware of it and can re-train/deal with it to avoid it happening to future pax (although I'll bet you won't be the first to complain about that particularly FA)

Let us know how it goes! And anyone else who has an expereince like that, do not accept it. Both VA and QF charge ludicuous amounts of money for their short-haul domestic J seats, and with that, you absolutely deserve a full meal and service with a smile.

I've had some wonderful experiences with last minute J upgrades on VA where I'm told there'll be no meal, but there always seem to be someone in the cabin not eating and I usually get theirs. Part of it is luck, but it does reflect when there's not even a snack available.

 

[Spacetravel]

Wow!!! Thats mental. They had nothing from the so called pantry or anything? ?

Nope, when I asked for food both the economy snack or even from the economy menu, I was told there was nothing available and I was made aware of this when I upgraded as per the sticker on my boarding pass.

That was the last time I flew domestic business class. Decided the service has declined so much its not worth the money/ points it use to (and its more expensive then it was back then too).

I remember the first time I flew VA business to the gold coast a few years ago on a reward seat (back when they had the SC for reward seats promo) I had such an amazing experience, I enjoyed it so much I paid to upgrade the return flight which was equally as good. Compared to recent times (as seen per the comments here) its really not what it use to be. First it was the mocktails taken away and now its poor food choices. All that is going to be left is paying 4-5X economy price just for a bigger seat.

 

[Fiches Mouser]

Nope, when I asked for food both the economy snack or even from the economy menu, I was told there was nothing available and I was made aware of this when I upgraded as per the sticker on my boarding pass.

That was the last time I flew domestic business class. Decided the service has declined so much its not worth the money/ points it use to (and its more expensive then it was back then too).

I remember the first time I flew VA business to the gold coast a few years ago on a reward seat (back when they had the SC for reward seats promo) I had such an amazing experience, I enjoyed it so much I paid to upgrade the return flight which was equally as good. Compared to recent times (as seen per the comments here) its really not what it use to be. First it was the mocktails taken away and now its poor food choices. All that is going to be left is paying 4-5X economy price just for a bigger seat.

Particularly if you have status. Without a good meal, it's literally just a slightly bigger seat. There's nothing else that differentiates it from economy.

 

[mickeyc747]

I have switched flights and done fly ahead in J class with the catering not available as VA puts it and even with a surly CS I got the last meal and he offered any thing from the pantry. You really did have poor service.

 

[henleybeach]

I have flown business class roughly 12 times in the last two years on domestic routes with VA, on Friday was the first time the cabin crew handed me a pantry menu after my meal . Before Friday I have never been offered anything else after the meal.
One thing I would like to see is a menu and wine list , it's awkward when the FA stands there and tells you what's on offer and waiting for you to make a quick decision then most of the time they mumble and bumble their way through the wines.
i flew Qf two weeks ago and it was nice to sit down and have a look at the menu and decide before the FA arrives . My last two meals with Virgin have been really good ,
I had salmon a couple weeks ago and it was really nice and pork belly on Friday and it was the best pork belly I have ever had!

 

[Milefest]

Looks tasty!

Didn't realise they even had a physical copy of the pantry menu. Every time I ask, they list the options.

 

[bullerdude]

Looks tasty!

Didn't realise they even had a physical copy of the pantry menu. Every time I ask, they list the options.

Yes they do but for some reason it doesn't often get produced on the shorter 737 flights.

Even my partner knows to ask for the panty menu now when flying solo which often prompts 'how do you know about that' look.

My understanding is that the first half of the pantry menu (the non perishable bars and chips etc.) is loaded onto every flight with J thus meaning it should always be available when requested.

It would be great if they put the pantry menu back in the J seats so customers know it exists... but obviously that would cost more...

 

[aaronm]

FA audibly sighed when I asked for an Anzac biscuit with my coffee on a recent J flight from OOL-MEL - "I'll see if we have any left". Very different experience compared to a MEL-PER trip a few months earlier, where the crew couldn't have been more helpful.

 

[henleybeach]

It's like if they show or tell you about the pantry they have to do extra work , that's why I reckon they say nothing and hope the pax says nothing

 

[Milefest]

Hmm, I might print and laminate my own pantry menu for the next flight

 

[stoneman]

Hmm, I might print and laminate my own pantry menu for the next flight

Hahaha - great idea!

 

[Aussie_flyer]

You only need to look at twitter to see just how poor and inconsistent virgin short haul J is of late. Its a sad state of affairs. If the pantry is loaded why wont they advertise and flaunt it as a differential to what Qantas offers?

 

[toowongman]

You only need to look at twitter to see just how poor and inconsistent virgin short haul J is of late. Its a sad state of affairs. If the pantry is loaded why wont they advertise and flaunt it as a differential to what Qantas offers?

A percentage of crew is just downright lazy or "all talk and no action". They shake your hand and smile when you sit down (creepy) - do the minimum then vanish ASAP for the rest of the flight, only to reappear and shake your hand as you deplane (double creepy). I think "making a moment for each J customer" is part of their KPIs now. However I don't mind being handed a bottle of wine to take home in exchange for returning the sh~te hot breakfast.

Perhaps someone has a great idea in head office (e.g. pantry) , only for it to be diluted as the message gets passed down the chain until ultimately it is "just another thing to do and thus try not to do" by some crew.