Virgin priority boarding fail

[jakeseven7]

Another 'fail' in the old world of measurement but 'pass kinda' (I think?) in the new VA2 model out of Brisbane this AM:

- Both queues started at exactly same time (1 scanner going per queue), no preference given.

Out of Sydney yesterday data point:
- Priority processing was given approximately 15 second head start to general boarding - literally the ground gate dragon on the mic did not even click off before telling general boarding to commence.

 

[dk4]

...general boarding...

And, by "general boarding" you mean rows 15-30 via the back stairs, right? So, it is; priority boarding only through the front door, priority and general together through the back door.)

So, it's not a free-for-all "general boarding" call, i.e. all seats, everyone aboard, until the priority line diminishes. (Mind you, I accept there's probably only a few non-precious metals seated in rows 6-12, who are held back from the front door, so not a lot of people having to wait for full general boarding.)

 

[SeatBackForward]

I flew VA Domestic SYD<>BNE for the first time in a long time, having been a QF flyer for the better part of a decade. QF is famous for being horrible at priority boarding and reading here on AFF that VA get's it right, I had somewhat high expectations.

But I was mostly disappointed when, seeing almost half the flights worth of passengers lining up in the priority lane, and nothing apparent in checking said status. And this happened in both SYD and in BNE. Neither flight was during peak travel times so I doubt that half the plane was full of gold/platinums as can sometimes happen.

Either I just lucked out, or...I failed to understand how VA "does it right" ?

 

[Bagpuss]

I flew VA Domestic SYD<>BNE for the first time in a long time, having been a QF flyer for the better part of a decade. QF is famous for being horrible at priority boarding and reading here on AFF that VA get's it right, I had somewhat high expectations.

But I was mostly disappointed when, seeing almost half the flights worth of passengers lining up in the priority lane, and nothing apparent in checking said status. And this happened in both SYD and in BNE. Neither flight was during peak travel times so I doubt that half the plane was full of gold/platinums as can sometimes happen.

Either I just lucked out, or...I failed to understand how VA "does it right" ?

In my opinion it's Sydney and Brisbane where they tend to be the most lenient which is most likely due to the space available to them, the number of aircraft movements and turn around. Not that I ever think VA boarding is done quickly.

 

[SeatBackForward]

In my opinion it's Sydney and Brisbane where they tend to be the most lenient which is most likely due to the space available to them, the number of aircraft movements and turn around. Not that I ever think VA boarding is done quickly.

It was done quickly, out of BNE they got the flight off the gate 10mins early to avoid missing the SYD curfew.

But what I didn't see was any means by VA to check the status of pax using the premium boarding lane. They essentially just let everyone in that queue pass through. I was expecting something more!

 

[jakeseven7]

And, by "general boarding" you mean rows 15-30 via the back stairs, right? So, it is; priority boarding only through the front door, priority and general together through the back door.)

No, in this particular instance it was any general boarding so kinda didn’t make any sense but net net no real priority just lip service!

 

[Digicola]

Sydney is usually very lenient indeed.
For the first time I saw the gate agent tell people off for being in the priority queue without being in the right cabin/having the right status. Problem was general boarding was going along whilst the priority queue was being held up due to this. She ended up letting them through anyway so not sure its really lesson learned for them.

 

[Milefest]

Pax complaining about the updated boarding process on VFF marketing material too

 

[jb747]

It's a bit difficult when everyone is important.

 

[FlyingKangaroo]

PB called and boarded using both scanners today on SYD-MEL. General queue not called or let through, at least until after I’d boarded (was about 1/3 of the way down the priority queue).

 

[Harrison_133]

PB called and boarded using both scanners today on SYD-MEL. General queue not called or let through, at least until after I’d boarded (was about 1/3 of the way down the priority queue).

I had the same experience on MEL-SYD and SYD-BNE just this morning. Both very well executed.

Although I did have a shocker last week on a MEL-LST flight. Gate 11 in T4, no priority or general signage at all. Rows 15-30 called simultaneously. With no signage and the awkward layout of Gate 11 itself, both lines were a mess.

 

[RooFlyer]

PB well executed at both HBA and MEL today. Only one scanner at HBA, non priority side, but priority pax called across.

 

[FlyingKangaroo]

PB called yesterday on MEL-SYD, and rows 15-30 called simultaneously. I was near the front of the priority queue so I can't say how long it lasted, but despite that immediate call for 15-30, the agents didn't start actually processing the general line right away.

As an aside: every VA flight out of MEL seemed delayed at least 15-20 minutes by that time of the day. I'd managed to get an earlier flight thanks to Fly Ahead, though was still 45 minutes late. I also had to hang up and call the contact centre twice as the first agent insisted I had to pay a fare difference.

 

[Harrison_133]

I also had to hang up and call the contact centre twice as the first agent insisted I had to pay a fare difference.

Adding to your aside, I had a similar experience earlier in the week. First agent knew what Fly Ahead was, took my preferred earlier flight details and was transferring me to the “Platinum team” but hung up the phone instead.

Rang back and the second agent had no clue what Fly Ahead was, and wanted to charge the $99 change fee. I questioned this, and with some hesitation she spoke to a manager, after which I was transferred to the so called “Platinum team.” Noting all these interactions were with the overseas call centre. Luckily the call didn’t drop this time and all was sorted in about 2 minutes.

Anyway, back to topic. Priority boarding was a mess again this morning in Melbourne.

 

[MEL_Traveller]

Which is why I mentioned in this or was it the ‘now I’m VA platinum’ thread that the fly ahead is rarely worth the angst! I used it twice when i first made platinum… cause i could. Now, can’t be bothered!

 

[serfty]

Which is why I mentioned in this or was it the ‘now I’m VA platinum’ thread that the fly ahead is rarely worth the angst! I used it twice when i first made platinum… cause i could. Now, can’t be bothered!

I just do it at the lounge rather than calling (although I do not do it that much). Have had no problems.

 

[MEL_Traveller]

I just do it at the lounge rather than calling (although I do not do it that much). Have had no problems.

The problem in the lounge is their insistance on closing the flight 30 minutes prior to scheduled departure. Even if there are seats available, you can’t get on. Anything more than 30 minutes away you usually lose your preferred seat and catering is not assured.

 

[Dee#]

Last Monday in Darwin airport the whole check in section is under construction. queue a mile long, no signs for nothing. Had to fight my way through to the front where there was an unmarked platinum desk. Filthy looks from all.
Then same thing at boarding, no separate signed line .
Got told off by another status member that i had jumped queue. But it only seemed to be her when I asked along the queue.
Bain transport could not give a s****t.
Not even any business class on planes Perth to Darwin. Obviously they don't want the mining executives flying with them.

 

[BRIS_VA_HAWK]

Adding to your aside, I had a similar experience earlier in the week. First agent knew what Fly Ahead was, took my preferred earlier flight details and was transferring me to the “Platinum team” but hung up the phone instead.

Rang back and the second agent had no clue what Fly Ahead was, and wanted to charge the $99 change fee. I questioned this, and with some hesitation she spoke to a manager, after which I was transferred to the so called “Platinum team.” Noting all these interactions were with the overseas call centre. Luckily the call didn’t drop this time and all was sorted in about 2 minutes.

Anyway, back to topic. Priority boarding was a mess again this morning in Melbourne.

As usual, the issue is the lack of training (or learning) and VA's lack of acknowledgement of status (either WP or SG). Whilst WP may get to speak to someone quicker, it unfortunately is no guarantee of quality of service. Cheaper to stuff it up three times in Manila than get it right first time onshore I guess

 

[Harrison_133]

lack of acknowledgement of status (either WP or SG).

Yep. The first agent even asked what my status was.

It also defeats the point of having a Velocity pin. The Brisbane platinum team would just go straight to your booking, but Manila still go through the rigmarole of asking for your booking reference and confirming your details. Things are a smidge less streamlined than before, luckily I only call for Fly Ahead when I want certainty of getting on an earlier flight.

Anyway, I digress…

Anything more than 30 minutes away you usually lose your preferred seat and catering is not assured.

If you’re flying in J that is…