Up until now I have been a loyal Virgin Blue “Gold” Frequent flyer, usually choosing ‘Premium Economy’ flights for my reasonably regular flights between Brisbane and Perth and Brisbane-Adelaide. In the past eighteen months I have made at least fifteen (15) Premium Economy bookings (30 Flights)
During that period I have now paid for three (3) Virgin Blue “Premium Economy” flights where I have not received Premium Economy seating or the included “live-to-air” as neither was fitted on the aircraft that serviced these flights. On each occasion when I raised the issue of non-Premium Economy treatment with the cabin crew, I was treated poorly by the cabin crew (as a ‘trouble maker’) and ‘shunned’ for the duration of the flight.
In the last instance (DJ464 on 14/10/10) I did overhear cabin crew “Adam” speaking to his colleague and complaining that the Check-In staff should have advised me that the aircraft was not fitted with Premium Economy seating.
Each time the official excuse has been that the aircraft was new and not fitted with Premium Economy seating nor Live-to-air as it is a “new” aircraft. On my last flight I quizzed “Adam” about the fact that I had on two (2) previous occasions been told the same story about the aircraft being new.
I explained that I was aware that the aircraft wasn’t new (as I had flown in it almost 12 months previously on another “Premium Economy” flight) and that his story was plainly untrue. He explained that he had been told to tell me the “new aircraft” story and that the new CEO was to blame as he had put a hold on the aircraft been fitted with Premium Economy Seating as Virgin Blue were in the throes of introducing “business” class seating.
On one occasion I did get a phone call on my voicemail once during one of these flights, told the (now obviously untrue) story that the aircraft was new and hadn’t been fitted with the ‘Red Seats’ yet. I was advised by my voicemail message that next time I booked a flight, if I booked a “Corporate” fare, I would be automatically upgraded to Premium Economy.
This is a joke, as to use this I was obliged to use the Virgin Blue telephone booking which incurred even more charges (an extra $30) than online bookings. When I explained that I had a ‘free’ upgrade from Corporate to Premium economy they couldn’t ‘find’ any reference to this ‘upgrade’ on their booking system.(despite holding on the phone for almost 15 minutes whilst they tried to find any reference on this). The difference between The Corporate fare and the Premium Economy fare is only $50.00 - $100.00.
To be honest, considering I purchase Premium Economy so I can:
i. Enjoy a larger comfortable seat for journeys over 3 hours.
ii. Use my laptop.
and considering I am a Gold Velocity member, and therefore already enjoy lounge access and free baggage allowance I would have been better off financially and more importantly more comfortable with a ‘BlueZone’ seat at less than half the price. The difference is more than 50% of the cost of a Premium economy fare. (by about approx $500.00-$600.00 per flight)
The seating offered on each occasion on the ‘new’ 737-800 was worse than normal economy seating as the seats at the front rows are far narrower than the rows further back. In fact, Blue Zone seating would be more comfortable! On the last booking my wife, who is not even 70kg, found the front seat offered almost too tight for her hips and very uncomfortable. What a joke!
On each occasion there has been neither premium treatment (earphones, chocolates, water etc) nor even an apology. The only Premium Economy ‘benefit’ was that I was offered complimentary food (in accordance with the fare conditions). As I stated previously, I would be better off with a “Blue Zone” seat which at least offered wider seating than the 1st and 2nd row seats offered on each occasion. I should also point out that on the last flight from Brisbane to Perth
It seems to me that Virgin Blue is committing fraud by offering “Premium Economy” seating on aircraft it knows don’t offer “Premium Economy” seating or live-to-air or any of the other “Premium Economy” benefits.
If I tried this in my business I would be before the trade practises authorities in the blink of an eye. It would be like me selling a product with X, Y and Z features, but only delivering a product with feature X.
As it has become quite obvious to me that Virgin Blue is intentionally selling a product which they know is not available, which amounts to fraud.
By my account Virgin now owes me at least a $1500.00 refund.
Has anyone else been 'stung'?
If so I'd really like to hear from you as I am going to follow this through with the relavant authorities, including the ACCC. I don't blame the Virgin Staff, but systematic lies and fraud from the very top are someting I won't tolerate.
During that period I have now paid for three (3) Virgin Blue “Premium Economy” flights where I have not received Premium Economy seating or the included “live-to-air” as neither was fitted on the aircraft that serviced these flights. On each occasion when I raised the issue of non-Premium Economy treatment with the cabin crew, I was treated poorly by the cabin crew (as a ‘trouble maker’) and ‘shunned’ for the duration of the flight.
In the last instance (DJ464 on 14/10/10) I did overhear cabin crew “Adam” speaking to his colleague and complaining that the Check-In staff should have advised me that the aircraft was not fitted with Premium Economy seating.
Each time the official excuse has been that the aircraft was new and not fitted with Premium Economy seating nor Live-to-air as it is a “new” aircraft. On my last flight I quizzed “Adam” about the fact that I had on two (2) previous occasions been told the same story about the aircraft being new.
I explained that I was aware that the aircraft wasn’t new (as I had flown in it almost 12 months previously on another “Premium Economy” flight) and that his story was plainly untrue. He explained that he had been told to tell me the “new aircraft” story and that the new CEO was to blame as he had put a hold on the aircraft been fitted with Premium Economy Seating as Virgin Blue were in the throes of introducing “business” class seating.
On one occasion I did get a phone call on my voicemail once during one of these flights, told the (now obviously untrue) story that the aircraft was new and hadn’t been fitted with the ‘Red Seats’ yet. I was advised by my voicemail message that next time I booked a flight, if I booked a “Corporate” fare, I would be automatically upgraded to Premium Economy.
This is a joke, as to use this I was obliged to use the Virgin Blue telephone booking which incurred even more charges (an extra $30) than online bookings. When I explained that I had a ‘free’ upgrade from Corporate to Premium economy they couldn’t ‘find’ any reference to this ‘upgrade’ on their booking system.(despite holding on the phone for almost 15 minutes whilst they tried to find any reference on this). The difference between The Corporate fare and the Premium Economy fare is only $50.00 - $100.00.
To be honest, considering I purchase Premium Economy so I can:
i. Enjoy a larger comfortable seat for journeys over 3 hours.
ii. Use my laptop.
and considering I am a Gold Velocity member, and therefore already enjoy lounge access and free baggage allowance I would have been better off financially and more importantly more comfortable with a ‘BlueZone’ seat at less than half the price. The difference is more than 50% of the cost of a Premium economy fare. (by about approx $500.00-$600.00 per flight)
The seating offered on each occasion on the ‘new’ 737-800 was worse than normal economy seating as the seats at the front rows are far narrower than the rows further back. In fact, Blue Zone seating would be more comfortable! On the last booking my wife, who is not even 70kg, found the front seat offered almost too tight for her hips and very uncomfortable. What a joke!
On each occasion there has been neither premium treatment (earphones, chocolates, water etc) nor even an apology. The only Premium Economy ‘benefit’ was that I was offered complimentary food (in accordance with the fare conditions). As I stated previously, I would be better off with a “Blue Zone” seat which at least offered wider seating than the 1st and 2nd row seats offered on each occasion. I should also point out that on the last flight from Brisbane to Perth
It seems to me that Virgin Blue is committing fraud by offering “Premium Economy” seating on aircraft it knows don’t offer “Premium Economy” seating or live-to-air or any of the other “Premium Economy” benefits.
If I tried this in my business I would be before the trade practises authorities in the blink of an eye. It would be like me selling a product with X, Y and Z features, but only delivering a product with feature X.
As it has become quite obvious to me that Virgin Blue is intentionally selling a product which they know is not available, which amounts to fraud.
By my account Virgin now owes me at least a $1500.00 refund.
Has anyone else been 'stung'?
If so I'd really like to hear from you as I am going to follow this through with the relavant authorities, including the ACCC. I don't blame the Virgin Staff, but systematic lies and fraud from the very top are someting I won't tolerate.
. You still have yet to answer the question about what follow up action you have taken since your so upset over the matter and what response you got, its one thing to put the cabin crew or CSAs on the spot who may not have the power to address the issue, another to follow it through with the correct channel. 
