Virgin LAX Lounge

[Cruiser Elite]

Yes, but SQ has a good enough reputation that they can treat their customers with disdain and still engender loyalty. VA isn't quite there yet!!!

Thats a little unfair - SQ F and J pax are well catered for in SIN - others may not get showers or toiles in Gold Lounge - but there is and always has been alchohol in the lounge - and indeed toilets that are just outside are indeed shorter walk than far end of SKL to toilets.

 

[pshepvic]

Well I'm currently sitting in Burger King at T3 in LAX as I was denied entry to the Loft.

Virgin Australia's website states the following:

*You and a guest on presentation of membership card and boarding pass for same day travel with Virgin America.

I've been told that I can't enter as I didn't arrive today on a VA flight. The person says the wording on the site means same day travel as on a VA flight, but my view is that it means I need to be traveling on VX and in no way is there a requirement to have come off a VA flight.

The wording is the same for VS, DL, etc and they definitely have no requirement for flying on the same day as a VA flight.

Velocity is of course closed being the middle of the night, but tried reservations and they were no help.

Was thinking of paying the money and trying to get it back from Virgin Australia, but I just don't see the value in case they won't refund, especially for $80 two of us.

 

[IainF]

HHmmm. I am flying into LAX next week on VA, then several days later am booked in First on Virgin America to JFK. We have booked this ticket on VA and I would have expected that two Plats in First on a VA booked ticket would have been given access.
Time to call Velocity I think.

 

[serfty]

Well I'm currently sitting in Burger King at T3 in LAX as I was denied entry to the Loft.

Virgin Australia's website states the following:

*You and a guest on presentation of membership card and boarding pass for same day travel with Virgin America.

I've been told that I can't enter as I didn't arrive today on a VA flight. The person says the wording on the site means same day travel as on a VA flight, but my view is that it means I need to be traveling on VX and in no way is there a requirement to have come off a VA flight. ...

Ouch!

Since when is "Virgin Australia" actually "Virgin America"?

Sounds like a "reeducation opportunity".

I think yon Lounge Dragon is incorrectly trying to apply the generic USA 'same day international connection' rule of US Frequent Flyer programs to the Antipodean 'just flying <carrier>' rule. Did you ask for a supervisor?

I'd have been tempted to fork out the $80 while documenting each and every part, including the agents name and role.

FWIW, I was able to access the T5 delta lounge under the very same rules (one out DL booking ex LAX).

 

[bullerdude]

I guess the VX lounge people haven't quite been told the VA people can enter if flying, or alternatively the Velocity website is wrong.

Poor form in my view, but is pretty much what happen last year when they were introducing new lounges etc, took a while to get it right.

 

[MandM]

I will see what happens tomorrow and report back. I'm arriving on VA and then onwards with VX. They are on separate tickets so I might neglect to mention the VA flight at first to see what the response is.

 

[docjames]

PM the virgin rep here too....

 

[IainF]

I will see what happens tomorrow and report back. I'm arriving on VA and then onwards with VX. They are on separate tickets so I might neglect to mention the VA flight at first to see what the response is.

That would be great if you could do that !
I am on the same ticket, but suspect we will all get the same answer.
Thanks

 

[Justinf]

The whole system is down the toilet, including the Delta Sky Club rules.
I arrived on a VA flight MEL-LAX and was transferring to an Alaska Airlines flight to PDX (booked with Delta). I tried the Sky Club and the Lounge Dude said I could access the sky Club because I had just arrived from a VA International flight. Happy days.
But I had emailed Delta a few weeks prior to clarify the situation and they said I was not allowed into the sky Club because I was on an Alaska Airlines flight. I emailed back and told them that it was too late and I was granted access. They emailed back and said the Lounge guy had made a mistake and mustn't have seen my Alaska BP. I emailed back told them that he was well aware I was flying Alaska and that he looked up the terms and conditions and saw that indeed I was allowed in because I had just arrived from a long-haul VA flight. They emailed back saying it was wrong and they would be telling VA to adjust their website.
It's just a whole big joke.
Other than the shower at LAX, I wouldn't have been missing anything at all anyway.

 

[MandM]

That would be great if you could do that !
I am on the same ticket, but suspect we will all get the same answer.
Thanks

Both agents at the welcome desk at the loft said I needed to come off a VA flight. I only showed velocity card and VX boarding pass. They asked if I came off the VA Sydney flight, asked if i needed to, they said that i did, so I said I did, no more questions asked, welcomed in.
i had just come off that flight and so did some others entering at the same time so that might have been the reason for no proof requirement.

 

[serfty]

Well if that's the case then no VX for me ... DL wins ...

 

[pshepvic]

I still think they are wrong, but if not it's a pretty poor policy.

I've lodged a complaint online to VA and will see what they come back with. I've suggested that it would be pretty bad form if the requirement is for a same day connection from VA if they want to seriously compete with the existing alliances.

 

[pshepvic]

Received an email back from Velocity which included the following text:

"On behalf of Velocity Frequent Flyer, please accept our sincerest apologies for your poor experience when attempting to enter the Virgin America Lounge. As per our terms and conditions, entry is available to you and a guest on presentation of your membership card and boarding pass for same day travel with Virgin America. I have passed your email on to the Velocity Frequent Flyer management team so they too can hear what you have to say and consider your suggestions."

No offer of compensation or credit despite the fact I had to buy food and drinks in the terminal, so will be following that up further.

It could have been sorted out by the reservations line when I called them from LA but they didn't have a clue and sided with VX - unfortunately the Velocity line was closed as it was 4am Australian time.

At least we have confirmed from VA now that you definitely do not need to be on the connecting VA flight from Australia.

I will also be sending a complaint to VX.

 

[serfty]

"new Lounge" (or recently refurbished), maby newly 'educated' staff.

I still reckon they are mistakenly mixing up the common US airline lounge access rules with those of VA's.

Flights from Virgin America | Virgin Flights

FWIW, "elevate" elite members get 2 or 3 lounge passes per year.

 

[Fruitcake]

I still reckon they are mistakenly mixing up the common US airline lounge access rules with those of VA's.

Yup, I think this is the case. DL did the same to me at DTW in July. "Sorry Sir, you need to be flying on an international itinerary." I asked her if the Delta Sky Club website, the Virgin Australia website, and the staff at two other Sky Clubs that admitted me were all wrong. "Apparently so." I went to the Sky Club at the other end of the terminal and was welcomed with no questions asked.

 

[serfty]

Interesting that, aside from the 2 or 3 lounge passes per year, access to VX lounge for VX flyers is paid only.

Flights from Virgin America | Virgin Flights

 

[wallacej]

My experience late November, pre in lounge booze, was good.
I hated that there was no shower, I had just come from 5 hours of travel, and still had 3 hours to wait and would have loved a shower. Considered going to the other terminal to see if I could jump into Delta rooms??Not sure if they migt have just shunted me back though.
Staff, excellent. Courteous, polite. No computers, but decent wifi was available.
I wanted to print some stuff to read on the flight back, no problem to let me use the front counter one.
Food, better than Delta, which was pittiful. Fresh sandwich, and actual food, not like in the oz lounges, but way better than Delta...can I say that again!
Booze, none at the time of my visit. Were given passes to the bar down stairs, but once my butt was planted, I couldnt be bothered.
Do they have spirits, or justbeer and wine like oz lounges?

Showers are a must for long haul lounges, I can not express this enough.

 

[Fantic125]

They have spirits as well, but not self serve.

 

[wallacej]

Thanks for that. Just read the article, some neat coughtails. Bummed i missed it by a few days. Always next year

 

[Justinf]

Thanks for that. Just read the article, some neat coughtails. Bummed i missed it by a few days. Always next year

I missed the booze by a few days as well and my experience was just like yours. Food heaps better than the laughable offerings at Delta. Staff great. Called downstairs to make sure I had a blocked seat next to me in Y+ back to MEL.