Your great Virgin Australia experiences!

[harvyk]

That an easy one, my first DJ flight a couple of years ago... (CBR-MEL)
It was 100% the cabin crew, they where a very friendly, and it made the flight an absolute pleasure... (Things like the moving map was nice as well)

 

[markis10]

Yesterday was my best experience, having now been through a cyclone grounding and a volcanic ash grounding I can say DJ are on the improve, very little delay at the airport, good communications and quick hotels/taxis were organised as a PE customer! Believe the same treatment was being given to Gold members as well, its times like this where status makes a difference! Well done DJ, happily shooting for platinum with no regrets whatsoever!

 

[notzac]

Would like to add - priority boarding is A++++, will definitely be spending that extra 5 mins in the lounge in future!

The lounge angels let me know that my flight was scheduled to depart from a gate with priority boarding .. I took the opportunity to *not* leave the lounge immediately when boarding was announced, but instead sauntered to the gate around 10 minutes after. Total scrum at the gate; not at all attractive. Instead of experiencing raaage and joining the back of the queue, I went straight down the priority boarding queue where the gate attendant looked after me straight away (which in turn ensured I had overhead bin space near me on a very very very full flight).

Top marks! Can't wait to see this rolled out to the rest of the network!

 

[Misha]

I have been lucky to have had plenty of positive experiences with VA, though recently I travelled on the new A330 (see trip report if you have 45 minutes to kill!) and the next week I went again but in economy (just as good).

This weekend I was on it again, and on a day where half of Melbourne's flights were cancelled - we took off a few hours after the scheduled departure but everyone was naught but smiles.

I was lucky enough to be back in J and as soon as I walked on Jade & Erica, two FAs who attended me on my first flight recognised me. Erica was working the J cabin and could not be more attentive. She was professional but still stopped to talk with all pax, but not too long - she would move on to the next or go and attend to the galley (touch the trolley, touch the galley - hey Liam?).

I would like to commend Erica on her fantastic customer service - to me she represents the new, corporate Virgin Australia. Staff like her make people want to fly with VA. If CrazyDave or Virgin Australia see this, please pass on these comments as I understand it doesn't always get there from feedback forms.

Many thanks and fingers crossed other AFFers get this treatment soon.

Cheers,

Misha

 

[Keith009]

I am not sure if this warrants a post in this thread but the OH and myself were pleasantly surprised to receive free bottles of water on our PER-MEL flight the other day. Presumably a Gold perk as the Cabin Supervisor consulted the manifest whilst handing out the water. A nice touch that the OH who's Red also got a bottle.

Overall am very happy with what I've seen with Virgin after 3 flights with them, MEL-ADL and MEL-PER-MEL. The Lounge at MEL is sa-weeet, and I can't wait for all Lounges to be refurbished in the same manner. Although I haven't yet experienced the new hard product, there's a sense of change in the air which shows through the enthusiasm of the Virgin employees we've come across, both on the ground and onboard.

Definitely a happy convert!

 

[markis10]

I would like to commend Erica on her fantastic customer service - to me she represents the new, corporate Virgin Australia. Staff like her make people want to fly with VA. If CrazyDave or Virgin Australia see this, please pass on these comments as I understand it doesn't always get there from feedback forms.

Many thanks and fingers crossed other AFFers get this treatment soon.

Cheers,

Misha

Dont forget the official feedback form, Feedback form | Virgin Australia , I used it for my experiences on the weekend with another great crew!

 

[drfs]

Back in the Day when VA was still flying JNB-MEL (January), I had a fantastic 10 hour sleep in PE and the usual awesome DJ customer service. The connecting flight home to BNE was phenomenal though. I was the only pax in PE and the FA was great. Pretty much told me I needed to take one of everything from the menu with me, I'm not sure if he knew I was connecting, dehydrated etc, but he kept throwing me bottles of water. I actually will submit official feedback. It was probably the best service I've had.

 

[ChrisFlyer]

I went down to Melbourne for the weekend with my partner (both DJ Gold), and the service was completely fantastic. It was actually my first time flying DJ since the re-branding (I rarely travel in May and June).

DJ354 (BNE-MEL) 9/7:

We were pre-allocated 3A&3B, although we were able to elect row 15 on the 738 (reclining exit row), despite only checking-in less than one hour before boarding. Priority Security was great and well-signed, and the staff in the temporary lounge were very friendly, and I had a nice chat to the staff member manning the bar, who appeared genuinely interested in what I was saying (we were about the same age, so that probably also helped!)... Signed Priority Boarding lanes seem to have been extended to all BNE gates now, not just 39-41, as we were departing from one of the satellite gates. On board, we received the usual "welcome back" upon boarding (I much prefer that, as opposed to being told where our seats are). After take-off, the cabin supervisor came from the front holding the passenger list, and then stopped next to us. She personally welcomed us to the flight, and said that as it can often be a little cramped "back here" (ie. economy), that she did have space "up the front" if we would like to move (a very good and discreet way of saying Premium Economy without other passengers getting annoyed at us or her for offering a free upgrade). If we were in *any* other row, we would have gladly accepted, but as row 15 has much more legroom than any PE seats (1A&C excluded), we decided to stay put. She also offered this to a DJ Gold gentleman in row 14 (that doesn't recline), although he also stayed put. Later in the flight, she returned with complimentary Lindt chocolates, thanked us for being DJ Gold members, and said that she looks forward to seeing us again next time.

The level of customer service provided by all ground and flight staff (but particularly the cabin supervisor) was absolutely fantastic, and is comparable, if not better than, the level of service I received when flying in BA Business LHR-FCO return. I almost used points to book free QF Business seats for this weekend trip, but I'm very glad that I didn't!

DJ351 (MEL-BNE) 10/7:

We had originally booked on DJ353 (the 8pm service), had checked our luggage in, and received row 15 seats again on the 738. Upon entering the lounge, the gentleman appeared to be having trouble with validating our boarding passes (I'm used to them being scanned and returned back straight away, and being allowed right in)... after about a minute, he then offered to move us to an earlier flight free-of-charge (which is obviously what he was doing, rather than experiencing problems). He mentioned that he would have been able to get us on the flight departing in 5 minutes if we didn't have checked baggage, but as we did, it apparently takes about 20 minutes to get from the check-in desk to the baggage handlers, due to the checked baggage screening etc. As it was my first time in MEL since the lounge refurb, I wouldn't have wanted that flight anyway (so that I could have a look around the lounge)! We were able to elect the 7pm flight, and he asked us to describe our checked bags, as he was going to call someone to change the flight tags over for us. We also discovered that no exit row seats were remaining on this flight (737), but we were able to secure 3E&3F (still with *some* extra legroom). Once this was all completed, and our bags had been re-tagged, he brought our new boarding passes over to us. The new lounge is very nice, but it lacked any "substantial" food (I remember from the other DJ lounges that there was usually more than one hot item available (in previous visits, there has been risotto, pasta, etc etc)... on this visit, there was only one type of soup (that didn't look overly appealing to us), and no sandwich toaster (yet!), so we left the lounge to buy food, and then brought it back in. The staff were occasionally bringing around the small party pies, but we were both much more hungry! I really hope they do install a sandwich toaster in MEL very soon, as we could have easily made ham, cheese & tomato toasties!

Priority Security was again well-signed. At the checkpoint, the staff manning the PS line were *extremely* rude, and demanded that my partner "get back here right now" after setting off the walk-through detector (even though she had turned around immediately after hearing it beep, and was already walking back out when this was unnecessarily uttered). She had also placed her (expensive) handbag into one of the x-ray bins, to prevent it being damaged like so many of hers in the past (by the straps getting caught in the rollers when leaving the x-ray and the security staff subsequently pulling on it to get it out). The screener manning the entrance to the x-ray decided to remove her bag from the bin and place it directly onto the belt as she was walking through the detector, so my partner did not see this. My partner was then furious to discover what had happened on the other side of the x-ray, although she was lucky that there was no damage on this occasion...

On board, the staff were friendly, but there was no in-seat greeting as took place on the BNE-MEL flight (I'll assume that the cabin supervisor on the flight down was simply going above and beyond in her own way, rather than that being a new required procedure). As I had the IFE box under the seat in front of me (row 3), had an extremely sore foot due to an injury, and as 2A&2C were available, I got up, and found the cabin supervisor in the galley. I explained the situation, and asked if we would be able to move to row 2. Her first response was a direct "NO"... this was followed by:

CS: Those are Premium ...
Me: Not even for Velocity Gold?
CS: Oh, you're Gold, are you?
Me: Yes, my partner is too, actually
Flight attendant who then spoke to the CS: Well, rows 2 & 3 have the same legroom, so I can move them if you'd like?
CS: OK then

Although I dislike having to flaunt my status in that way, the CS was quite accommodating after that, and to her credit, she did check back later to make sure that everything was OK with my foot. I assume that her initial hostility was from the countless others who have no doubt tried to secure free upgrades without merit (or success). As such, this is yet another example of where DJ staff have gone above and beyond what is required, and I thank the DJ staff again for thier hospitality!

 

[markis10]

Wonder why the crew were protective of Row 2 given you were in 3, bit odd. A lot of the crew are very aware of status pax but some seem oblivious to it at times, and there is a lot they can do that costs little to Virgin but provides a lot of goodwill, I had a couple of flights where a bottle of water has been given, which at less than a $1 cost to DJ is a nice token that is not part of the promised offering!

I wonder why DJ dont offer newspapers, especially on the non IFE flights?

 

[medhead]

I wonder why DJ dont offer newspapers, especially on the non IFE flights?

I've noticed recently that they have offered newspapers in PE. But they don't extend that to Y. I think it is kind of good as it protects the value of PE, despite my general inclination against this line of reasoning. I also wonder if they have a sell or return situation happening. Similar to how news agents only pay for the papers they actually sell.

 

[firefox]

hi medhead, i am offered a news paper every flight (PE) and have taken my Financial Review off plane with me numerous times (left it onboard this morning as i had read it.. So no they don't expect you to pay for it.

 

[medhead]

hi medhead, i am offered a news paper every flight (PE) and have taken my Financial Review off plane with me numerous times (left it onboard this morning as i had read it.. So no they don't expect you to pay for it.

Sorry I didn't explain well. I wasn't talking about the passenger paying for the paper. What I mean is VA might have an arrangement where VA doesn't pay for papers that they return at the end of the day.

From my one PE experience they had both the AFR and The Oz. So if I take the Oz, they might be able to return the AFR and not have to actually buy the paper. Similar to how a news agent works, with VA acting as the news agent. Pure speculation on my part but they seem to be very careful with distribution of papers.

 

[jaspon]

Any newspapers onboard at the end of the days flying are thrown out

 

[Noob]

Because they are not actually selling them they would buy them at a special bulk price. Newspaper companies would want the papers back anyway because they recycle them into new paper. Your newspaper has probably been in circulation for 20 years!

 

[LiamR]

Wonder why the crew were protective of Row 2 given you were in 3, bit odd.

Not such a positive experience on my flight OOL-SYD on Saturday, but it's related so I'll go ahead...

Flight was pretty full, except for Row 2. I was seated in 3C, next to a couple. Once doors closed I whispered to the CSM as she walked past, "Excuse me, do you mind if I move switch forward one row?" She quite arrogantly replied, "Sorry, these are for our Premium guests, those who pay extra for the comfort to spread out" I was quite taken back to be honest, I was tempted to turn around and say, Oh, I'm sorry, I thought as a Gold member it would be a nice thing to do (Or drop my gold status somehow) But I didn't. I was quite taken back to be honest, first time I've received some rude (dare I say Qantas-like?) treatment from a VA staff member.

Later on before takeoff she offered to move me to row 5, which was unoccupied.

On the way home, I was very impressed with the service, crew remembered my name, thanked me for flying and being a gold, offered me a flexi meal (On a el cheapo fare) and some water and constantly checked on me during the flight. When I de boarded she thanked my by name again.

It made me feel like I was really valued, that my loyalty was appreciated. Something that is lacking on other airlines. *Glances at Qantas*

 

[nlagalle]

Because they are not actually selling them they would buy them at a special bulk price. Newspaper companies would want the papers back anyway because they recycle them into new paper. Your newspaper has probably been in circulation for 20 years!

Actually they don't.. There are other methods for crediting non sold papers. left over papers are collected by other companies for recycling..

I'd say they would get a bulk rate delivered, or even a contra deal (they freight xx papers to said destination, reduced freight rate and a bundle of papers for giving out).

 

[Noob]

Actually they don't.. There are other methods for crediting non sold papers. left over papers are collected by other companies for recycling..

I'd say they would get a bulk rate delivered, or even a contra deal (they freight xx papers to said destination, reduced freight rate and a bundle of papers for giving out).

I'm only going by what we use to do in Adelaide, may be different in other states.

Not such a positive experience on my flight OOL-SYD on Saturday, but it's related so I'll go ahead...

Flight was pretty full, except for Row 2. I was seated in 3C, next to a couple. Once doors closed I whispered to the CSM as she walked past, "Excuse me, do you mind if I move switch forward one row?" She quite arrogantly replied, "Sorry, these are for our Premium guests, those who pay extra for the comfort to spread out" I was quite taken back to be honest, I was tempted to turn around and say, Oh, I'm sorry, I thought as a Gold member it would be a nice thing to do (Or drop my gold status somehow) But I didn't. I was quite taken back to be honest, first time I've received some rude (dare I say Qantas-like?) treatment from a VA staff member.

Later on before takeoff she offered to move me to row 5, which was unoccupied.

On the way home, I was very impressed with the service, crew remembered my name, thanked me for flying and being a gold, offered me a flexi meal (On a el cheapo fare) and some water and constantly checked on me during the flight. When I de boarded she thanked my by name again.

It made me feel like I was really valued, that my loyalty was appreciated. Something that is lacking on other airlines. *Glances at Qantas*

Your first experience isn't up to scratch simple as that. I don't think any passenger should be spoken to like that gold member or not it just sounds plain rude. I understand the fact to her you were just another passenger trying to get a free upgrade which they probably have to deal with all the time. But that's customer service! You are going to get repetitive questions, and you have to answer each time like it was the first. Please send Virgin your feedback on this as it needs to be dealt with, there is not room for that kind of attitude.

I am by no means excusing this staff member's behavior but next time you could say: "I'm a gold velocity member would you mind...etc?" just incase you bump into your friend the CSM lol - I have heard that kind of reaction from others and I hope you do send some feedback because I would hate for this to become a trend.

Essentially what I am saying is that the level of courtesy and respect should be equal to all passengers no matter their "status".

 

[DJ 1D]

Not such a positive experience on my flight OOL-SYD on Saturday, but it's related so I'll go ahead...

Flight was pretty full, except for Row 2. I was seated in 3C, next to a couple. Once doors closed I whispered to the CSM as she walked past, "Excuse me, do you mind if I move switch forward one row?" She quite arrogantly replied, "Sorry, these are for our Premium guests, those who pay extra for the comfort to spread out" I was quite taken back to be honest, I was tempted to turn around and say, Oh, I'm sorry, I thought as a Gold member it would be a nice thing to do (Or drop my gold status somehow) But I didn't. I was quite taken back to be honest, first time I've received some rude (dare I say Qantas-like?) treatment from a VA staff member.

Later on before takeoff she offered to move me to row 5, which was unoccupied.

Just out of curiousity, what would you expect her to say?

 

[medhead]

Any newspapers onboard at the end of the days flying are thrown out

Generally that is what newsagents do as well except they keep the front page banner and return it to the publisher.

 

[notzac]

Flight was pretty full, except for Row 2. I was seated in 3C, next to a couple. Once doors closed I whispered to the CSM as she walked past, "Excuse me, do you mind if I move switch forward one row?" She quite arrogantly replied, "Sorry, these are for our Premium guests...

Gotta say I take the side of the FA here .. you were essentially asking for a free upgrade; very much doubt you were likely to get the answer you wanted to hear here.