dfcatch
Established Member
- Joined
- Apr 22, 2010
- Posts
- 4,094
So here is my TR from VA Business on Sunday, MEL-BNE-CNS.
Now - I booked a Flexi and used one of my complimentary upgrades to try out Business and evaluate it with my own eyes. I did not pay the $1000+ that was being asked on the website.
That said - I did spend more on this flight in order to try VA Business than I would have spent had I just flown QF in row 4.
In short:
1/ Did I enjoy my VA Business experience? - Yes I did.
2/ Was it worth $1000 plus? - Not a chance.
3/ Was it worth spending the extra on a flexi/comp upgrade compared to a QF discount economy ticket? I'm inclined to say no. But if the price was similar - then of course.
There is only 1 direct flight MEL-CNS on either QF or VA - both leave around 9:30am, and after the F lounge event, I intended on a sleep in on Sunday and a leisurely breakfast at HSW.
I meticulously selected DJ331/791 as the VA website specified these flights were both 737-800s. I had no intention of wasting my comp upgrade (and additional cash premium on a VA Flexi) on anything other than a 737-800. However, despite the VA website insisting both flights were 737-800s, EF was telling me the second flight was a 73W - I decided to trust EF over VA.
MEL-BNE - Refurbed 73H
DJ331 was horrendously late (around 1:20) due to "catering issues that we've been having all day" (as announced by the captain himself on the CSM's handset so that he was visible to the entire aircraft).
Whilst waiting - the preboarding announcement specified that the right hand lane was for priority boarding - however the crowds appeared not to listen and evenly distributed lines filled both lanes.
Then there was a further 20 min delay and I had resigned myself to an epic PB fail.
When boarding commenced - the gate agent commenced with the folks in the PB lane. Perhaps I was wrong and they were mostly entitled to be there, as after the first dozen or so, she rejected a few and finally made a point of advising everyone that the general boarding lane was the 'other one'.
With the PB lane clear, I made my move, and in typical VA fashion she switched to me, scanned my pass, and switched back to the general lane cool as a cucumber.
On board I was in 2C in the refurbished Pacific Blue 73H.
Seat was comfortable, but a legrest should have been included.
During boarding, a couple of passengers from Y enquired about using the J overheads for the cabin baggage. The FA very diplomatically apologised that they were unable to use the J overheads and would have to look aft for space. (I believe the FA's may have discreetly placed some in the J overheads on behalf of Y pax after all the J pax were seated - I didn't see them do this, but they did pull them down at the end of the flight and hand them back to the pax - very well handled IMO).
Food was a nice pasta salad - fine by me.
Service was absolutely flawlessly impeccable. I did note the CSM's and fellow FA's names and will be writing a very complimentary email to VA.
It is clear that VA staff are genuinely warm and genuinely wanting to make a positive impression and provide true guest service. I can't do these staff members justice by writing here, but I do truly hope that my feedback will result in a pat on the back for them. The service level was consistent with the best of the best that you sometimes encounter in F or J on long haul QF - sometimes being the key word.
Digiplayer was handed out and was certainly satisfactory for a single sector. The content offering on the unit was however, quite dismal. I am skeptical if VA made the right decision by leaving out seatback IFE..... time will tell.
Again - I feel the need to emphasize the service - it truly was "premium" service - I only feel disappointed that my words are unable to convey just how good.
During descent - an apology was made over the PA for the delayed service and advising pax with connections to see ground staff at the top of the aerobridge.
Upon landing in BNE I glanced at my watch and realised there was no chance of making my connection (which disappointed me mainly because I knew I would now be stuck on an E90 to CNS).
As I was putting my newspaper in my carry-on, the main cabin FA who was 'minding the barrier' enquired as to my flight and wanted to ensure that I had enjoyed it. She clearly did not have to engage in conversation, and it seemed more sincere than simply 'smalltalk'.
As soon as the door opened I could overhear a ground agent boarding the aircraft and talking to the CSM and heard my name mentioned. I caught some reference to "Mr Dfcatch has missed his CNS connection".
A moment later the CSM appeared again and invited me to disembark first, she then very professionally introduced and handed me over to the ground agent. The ground agent introduced herself, immediately apologised profusely for the delay, advised that I had missed my connection, and handed me a new BP for the next flight to CNS in seat 2A. I thanked her for the BP and she enquired if I knew where the Lounge was as I had another 1.5 hours till the next flight. She then escorted me to the top of the aerobridge and I left on my way.
I was very impressed by this personal service as I'm sure I wasn't the only pax who missed their connection.
BNE - CNS - E90
Well I would report on the 73W (sold & advertised by VA as a 737-800), but instead I was now on an E90
Boarding was quick and efficient - no one left in the queue by the time I got there.
Seated in 2A and offered a mocktail.
During pushback I asked the FA if I could move to row 1 after take-off as I didn't want to recline on the folks in row 3. She offered for me to quickly move right then and there.
Seating was standard E90 PE seating (ie. not even close to business-standard seating). Service was, however, excellent again. There were only two of us in the "J cabin" (I use the term very loosely).
The FA apologised that the oven was "smoking and we felt we shouldn't use it" and therefore there was no hot meal - but would I like a wrap instead. A few minutes later she produced a very nice vegetarian wrap and the usual salad, chocolate macadamia thingys, and an ice-cream sandwich for desert. More than satisfactory IMO.
I was addressed personally each and everytime and thanked upon disembarkation.
All in all I enjoyed the flight - but I enjoyed it as a Premium Economy flight - because that's all it was. Despite it being marketed and priced as a Business flight - it's Premium Economy product and Premium Economy service.
As a Premium Economy product - I felt it was excellent.
Had I paid for a Business Ticket - I would be absolutely furious and you would have lost me as a premium customer permanently.
As it is - I won't be bothering to waste any sort of fare on VA ex-CNS (let alone a premium fare or upgrade), unless the flight I want is cheaper and more convenient than QF.
Ultimately - Business isn't worth it, and Economy is better on QF than VA (especially when I get an E90 on VA vs a 73H on QF). If and when the new BSI 73Hs fly ex-CNS, then I will consider Row 3 to be a good alternative to QF, until then, QF wins.
Of course I am upset that 50% of my upgrade was wasted on an E90 - but I have not let that cloud my objective assessment of the product/service in this TR.
IN SUMMARY:
1/ Flight 1 from MEL-BNE was exceptional in terms of service, and whilst I do not think it warrants the Business fares being asked by VA, it is a Business Class service, albeit not as good as QF in terms of hard product. The customer service however was second to none. I would rate it better than an average domestic QF Business experience, but not as good as a domestic QF Business experience under the leadership of a good CSM.
2/ The personal aircraft door service which I received upon missing my connection was something that I would expect as an F pax being met by the F host in LHR or LAX, it exemplified the best of VA when they turn it on.
3/ Priority Boarding works almost perfectly on VA - although a little more control of the lanes at the gate (especially on the last day of school holidays) would make life easier for both pax and staff.
4/ Sort your catering issues out!! And don't BS us from Bowen Hills saying that you don't have catering issues. When the captain feels it necessary to stand in front of everyone and personally apologise for the delays and appears clearly frustrated from dealing with "catering delays all day" - you have a problem. Acknowledge it - deal with it - then sack whichever contractor you need to.
5/ You need spirits in the Lounge. I found myself in the QF J Lounge for a G&T as the Lounge just lacks ".....something....", I can't put my finger on it, but spirits would certainly help.
6/ The E90 is NOT a Business Class product. Don't advertise it as one. You WILL find yourself with a legal problem sooner or later. Simply don't advertise Business Class on these flights. Go back to advertising (and pricing) them as a Premium Economy product because that's all it is.
You will be pleasantly surprised - people will be ok with you having a Premium Economy product. People will understand that you are not running BSI 737-800s to CNS on every flight. What will make customers angry - is when you advertise on your website, and in the CNS Post that you now offer Business Class on all flights to BNE/SYD/MEL when you DO NOT! Customers don't like being lied to - and that's what you're doing.
Simply offer it as a Premium Economy product until such time as it becomes a true Business Class offering - and that means hard product - not just attentive service (I expect that level of service in PE), I expect top-notch hard product in Business.
7/ You have an opportunity to take on QF - don't blow it.
Now - I booked a Flexi and used one of my complimentary upgrades to try out Business and evaluate it with my own eyes. I did not pay the $1000+ that was being asked on the website.
That said - I did spend more on this flight in order to try VA Business than I would have spent had I just flown QF in row 4.
In short:
1/ Did I enjoy my VA Business experience? - Yes I did.
2/ Was it worth $1000 plus? - Not a chance.
3/ Was it worth spending the extra on a flexi/comp upgrade compared to a QF discount economy ticket? I'm inclined to say no. But if the price was similar - then of course.
There is only 1 direct flight MEL-CNS on either QF or VA - both leave around 9:30am, and after the F lounge event, I intended on a sleep in on Sunday and a leisurely breakfast at HSW.
I meticulously selected DJ331/791 as the VA website specified these flights were both 737-800s. I had no intention of wasting my comp upgrade (and additional cash premium on a VA Flexi) on anything other than a 737-800. However, despite the VA website insisting both flights were 737-800s, EF was telling me the second flight was a 73W - I decided to trust EF over VA.
MEL-BNE - Refurbed 73H
DJ331 was horrendously late (around 1:20) due to "catering issues that we've been having all day" (as announced by the captain himself on the CSM's handset so that he was visible to the entire aircraft).
Whilst waiting - the preboarding announcement specified that the right hand lane was for priority boarding - however the crowds appeared not to listen and evenly distributed lines filled both lanes.
Then there was a further 20 min delay and I had resigned myself to an epic PB fail.
When boarding commenced - the gate agent commenced with the folks in the PB lane. Perhaps I was wrong and they were mostly entitled to be there, as after the first dozen or so, she rejected a few and finally made a point of advising everyone that the general boarding lane was the 'other one'.
With the PB lane clear, I made my move, and in typical VA fashion she switched to me, scanned my pass, and switched back to the general lane cool as a cucumber.
On board I was in 2C in the refurbished Pacific Blue 73H.
Seat was comfortable, but a legrest should have been included.
During boarding, a couple of passengers from Y enquired about using the J overheads for the cabin baggage. The FA very diplomatically apologised that they were unable to use the J overheads and would have to look aft for space. (I believe the FA's may have discreetly placed some in the J overheads on behalf of Y pax after all the J pax were seated - I didn't see them do this, but they did pull them down at the end of the flight and hand them back to the pax - very well handled IMO).
Food was a nice pasta salad - fine by me.
Service was absolutely flawlessly impeccable. I did note the CSM's and fellow FA's names and will be writing a very complimentary email to VA.
It is clear that VA staff are genuinely warm and genuinely wanting to make a positive impression and provide true guest service. I can't do these staff members justice by writing here, but I do truly hope that my feedback will result in a pat on the back for them. The service level was consistent with the best of the best that you sometimes encounter in F or J on long haul QF - sometimes being the key word.
Digiplayer was handed out and was certainly satisfactory for a single sector. The content offering on the unit was however, quite dismal. I am skeptical if VA made the right decision by leaving out seatback IFE..... time will tell.
Again - I feel the need to emphasize the service - it truly was "premium" service - I only feel disappointed that my words are unable to convey just how good.
During descent - an apology was made over the PA for the delayed service and advising pax with connections to see ground staff at the top of the aerobridge.
Upon landing in BNE I glanced at my watch and realised there was no chance of making my connection (which disappointed me mainly because I knew I would now be stuck on an E90 to CNS).
As I was putting my newspaper in my carry-on, the main cabin FA who was 'minding the barrier' enquired as to my flight and wanted to ensure that I had enjoyed it. She clearly did not have to engage in conversation, and it seemed more sincere than simply 'smalltalk'.
As soon as the door opened I could overhear a ground agent boarding the aircraft and talking to the CSM and heard my name mentioned. I caught some reference to "Mr Dfcatch has missed his CNS connection".
A moment later the CSM appeared again and invited me to disembark first, she then very professionally introduced and handed me over to the ground agent. The ground agent introduced herself, immediately apologised profusely for the delay, advised that I had missed my connection, and handed me a new BP for the next flight to CNS in seat 2A. I thanked her for the BP and she enquired if I knew where the Lounge was as I had another 1.5 hours till the next flight. She then escorted me to the top of the aerobridge and I left on my way.
I was very impressed by this personal service as I'm sure I wasn't the only pax who missed their connection.
BNE - CNS - E90
Well I would report on the 73W (sold & advertised by VA as a 737-800), but instead I was now on an E90
Boarding was quick and efficient - no one left in the queue by the time I got there.
Seated in 2A and offered a mocktail.
During pushback I asked the FA if I could move to row 1 after take-off as I didn't want to recline on the folks in row 3. She offered for me to quickly move right then and there.
Seating was standard E90 PE seating (ie. not even close to business-standard seating). Service was, however, excellent again. There were only two of us in the "J cabin" (I use the term very loosely).
The FA apologised that the oven was "smoking and we felt we shouldn't use it" and therefore there was no hot meal - but would I like a wrap instead. A few minutes later she produced a very nice vegetarian wrap and the usual salad, chocolate macadamia thingys, and an ice-cream sandwich for desert. More than satisfactory IMO.
I was addressed personally each and everytime and thanked upon disembarkation.
All in all I enjoyed the flight - but I enjoyed it as a Premium Economy flight - because that's all it was. Despite it being marketed and priced as a Business flight - it's Premium Economy product and Premium Economy service.
As a Premium Economy product - I felt it was excellent.
Had I paid for a Business Ticket - I would be absolutely furious and you would have lost me as a premium customer permanently.
As it is - I won't be bothering to waste any sort of fare on VA ex-CNS (let alone a premium fare or upgrade), unless the flight I want is cheaper and more convenient than QF.
Ultimately - Business isn't worth it, and Economy is better on QF than VA (especially when I get an E90 on VA vs a 73H on QF). If and when the new BSI 73Hs fly ex-CNS, then I will consider Row 3 to be a good alternative to QF, until then, QF wins.
Of course I am upset that 50% of my upgrade was wasted on an E90 - but I have not let that cloud my objective assessment of the product/service in this TR.
IN SUMMARY:
1/ Flight 1 from MEL-BNE was exceptional in terms of service, and whilst I do not think it warrants the Business fares being asked by VA, it is a Business Class service, albeit not as good as QF in terms of hard product. The customer service however was second to none. I would rate it better than an average domestic QF Business experience, but not as good as a domestic QF Business experience under the leadership of a good CSM.
2/ The personal aircraft door service which I received upon missing my connection was something that I would expect as an F pax being met by the F host in LHR or LAX, it exemplified the best of VA when they turn it on.
3/ Priority Boarding works almost perfectly on VA - although a little more control of the lanes at the gate (especially on the last day of school holidays) would make life easier for both pax and staff.
4/ Sort your catering issues out!! And don't BS us from Bowen Hills saying that you don't have catering issues. When the captain feels it necessary to stand in front of everyone and personally apologise for the delays and appears clearly frustrated from dealing with "catering delays all day" - you have a problem. Acknowledge it - deal with it - then sack whichever contractor you need to.
5/ You need spirits in the Lounge. I found myself in the QF J Lounge for a G&T as the Lounge just lacks ".....something....", I can't put my finger on it, but spirits would certainly help.
6/ The E90 is NOT a Business Class product. Don't advertise it as one. You WILL find yourself with a legal problem sooner or later. Simply don't advertise Business Class on these flights. Go back to advertising (and pricing) them as a Premium Economy product because that's all it is.
You will be pleasantly surprised - people will be ok with you having a Premium Economy product. People will understand that you are not running BSI 737-800s to CNS on every flight. What will make customers angry - is when you advertise on your website, and in the CNS Post that you now offer Business Class on all flights to BNE/SYD/MEL when you DO NOT! Customers don't like being lied to - and that's what you're doing.
Simply offer it as a Premium Economy product until such time as it becomes a true Business Class offering - and that means hard product - not just attentive service (I expect that level of service in PE), I expect top-notch hard product in Business.
7/ You have an opportunity to take on QF - don't blow it.
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