Virgin Flexi domestic fare does not include food for kids.

[Jama]

These things happen.

These things do happen ! I think the biggest issue is how 'these things' are handled.

The 'we hope to do better next time' form letter seems to be the standard response no matter how bad the experience. It is apparent the only way to actually get an appropriate response is take it to the top. This should NEVER have to happen. There is a pretty serious failure somewhere. Whether it lies with those responding to the feedback or whoever it is they answer to, it needs to be fixed.

 

[bennyff]

I would be happy to make contact with the virgin rep here if possible. The web responses to take about 3 weeks, who I did reply to the email I received from VA customer care.

 

[N860CR]

The Virgin rep seems to be MIA of late. Funnily enough, the timing seemed to coincide with the reduction in service standards

 

[straitman]

I have PM'd the details of the thread to the Virgin Rep so let's see if that helps.

 

[Velocity Frequent Flyer]

Hi Bennyff,
Sorry to read of your issues on your flights with us.
Can I clarify that of the 6 travelling in your party, only two people received flexi meals?
If all six were booked on flexi fares, then obviously all six should receive the same level of service.
Please send a PM with some flight details and we can revisit.
Thanks

 

[MelUser]

I am travelling MEL to NAN with VA at the end of September.

Again party of 6 - 2 adults plus 4 children.

We are booked in flexi fare - dearest economy fare purchasable on line.

(1) Will we all get fed?

(1) How can I put in Vegan meal requests for the 2 adults and Child (2-11) meal requests in for kids as I would with QF/FJ?

 

[nlagalle]

Very shabby and I would raise it in the Virgin rep section here on aff if I were you. Can't hurt and probably a lot easier to do than some other options (eg further internal complaint).

It's pretty pathetic that it needs to be raised here to be resolved. It should have been rectified the first time.

 

[DGW]

I am travelling MEL to NAN with VA at the end of September.

Again party of 6 - 2 adults plus 4 children.

We are booked in flexi fare - dearest economy fare purchasable on line.

(1) Will we all get fed?

(1) How can I put in Vegan meal requests for the 2 adults and Child (2-11) meal requests in for kids as I would with QF/FJ?

You'll all receive the standard Flexi meal. Unfortunately VA doesn't offer special meals on Intl Short Haul (Long Haul only) so I'd suggest you take a packed lunch.

 

[JetSetting88]

I've had the same issue on a return flight Brisbane - Rockhampton earlier this year. Booking was made around the time of the Sabre cutover. Flexi purchased both ways, denied a meal both times. Even after pointing out the fare class on the ticket the cabin crew couldn't help. After some complaining to the GCC I was offered 2000pts each way compensation, was better than nothing.

 

[N860CR]

VFF, can you explain why your "Customer Service" response in this case has been so poor? You've just clearly stated that all pax were entitled to the same level of service, so why was the OPs original email to Virgin responded to in such an unprofessional manner which didn't address the complaint?

I ask as I have also had issues with your customer service where whoever is handling complaints clearly didn't read the issue and hence didn't resolve it. I needed to follow up with the CEOs office to get a resolution.

There seems to be a bit of a trend with your customer complaints process. Who responds to complaints and where are they located? Or is it a fully automated system?

 

[Deleted member 29185]

Flexi purchased both ways, denied a meal both times.

This issue has been mentioned on AFF previously, but I thought they were fixed in-flight fairly promptly. If no meal loaded due to whatever reason (catering stuff-up, manifest stuff-up etc), surely the crew have the authority to offer choices off the cart there and then? If not, than that shows up a real problem. A "special" flexi meal has issues which in reality means it does not suit everyone (no choice), adds time in delivery and takes up extra space aboard. Might be worth ditching the "special" flexi meal idea and just providing free selection from the cart.

 

[Shano]

I flew on a flexi LST-MEL last Thursday - booked a couple of days eralier. My name was not on the mainfest as being eligible for a fexi meal, although when pointed out to the FA she checked my BP and offered me a meal. Unfortunately they had a spare LM sanga......

 

[UP4014]

Third rate, what's the point of Flexi Fare if you don't get what you are paying for on Virgin.

I vote with my wallet, one person doesn't make much difference obviously but I feel better. I haven't used Virgin for some time, wonder if they care why.

 

[DGW]

I flew on a flexi LST-MEL last Thursday - booked a couple of days eralier. My name was not on the mainfest as being eligible for a fexi meal, although when pointed out to the FA she checked my BP and offered me a meal. Unfortunately they had a spare LM sanga......

Interesting, it seems like this might be a common occurrence of late?

VFF, I'm happy to provide the details of my flights last week when I too missed out on Flexi meals if you're interested in getting to the bottom of this issue.

 

[Deleted member 29185]

Unfortunately they had a spare LM sanga......

(That's what I was hinting about above......ditch the special LM flexi wrap and just serve the cardboard box)

 

[bennyff]

Hi all,

Had a phone call from Virgin CS just then. Very apologetic and gave us a credit to use in compensation for not getting the product we paid for. They said management will look into what is going on, because this kind of thing should not be happening at all.

Lets hope they can work out why this is happening so others don't have to go through this.

Still disappointed in long frustrating process for some responsive costumer service. I guess this is where virgin is at in dealing with legitimate complaints. Lets hope it goes get better.

 

[JohnK]

Glad all has worked out in the end.

It's pretty pathetic that it needs to be raised here to be resolved. It should have been rectified the first time.

In my experience the person that first deals with the complaint does not necessarily deal with complaint but cut and paste some response into an email and send it off.

I have sent back follow-up emails that have been addressed properly.

If I have a concern then I keep following up until I get a satisfactory resolution.

 

[Major]

Judging by the number of complains just from this forum there is a major problem here. Surely feedback from FA's would indicate to VA management that this issue is happening on a daily basis.

VA are reaping in many thousands of $ per day for flexi fares but not providing the correct benefits. I would hope their goal of being a professional alternative to QF is realised before these sorts of issues tarnish their reputation.

They have competent management that should be able to fix this problem quickly

 

[UP4014]

Hi all,

Had a phone call from Virgin CS just then. Very apologetic and gave us a credit to use in compensation for not getting the product we paid for. They said management will look into what is going on, because this kind of thing should not be happening at all.

Lets hope they can work out why this is happening so others don't have to go through this.

Still disappointed in long frustrating process for some responsive costumer service. I guess this is where virgin is at in dealing with legitimate complaints. Lets hope it goes get better.

I don't think a credit is compensation in this instance, this means you need to use them again and why would you do that based on this experience of the airline treating your children as less then yourself.

There should be a partial refund which is real compensation.

Matt

 

[Deleted member 29185]

There should be a partial refund which is real compensation.

Matt

There is an argument for full refund as VA failed to supply the product sold and the purchaser was not able to reject the product because they were not given that opporunity (ie, they were in mid air when the failure was made and VA would not return them back to their point of origin.