What is happening at Tullamarine???
Join Date: Feb 2005
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I really wish we would stop calling them guests,can't remember ever charging a guest in my house for a coffee..
I know,totally irrelevent and useless statement from me....you could say i'm having a hard day...
I know,totally irrelevent and useless statement from me....you could say i'm having a hard day...
Join Date: Apr 2003
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You're right, boomhauer737! I don't know what's wrong with the good old term 'passenger' or, at a push, 'customer'. Hotels have guests (or patrons) but they do know how to charge, and that is expected at a hotel.
Most organisations carrying people refer those carried as 'passengers'. Why a low cost airline should call them 'guests' is difficult for the mind to get around. Have they taken their cue from the hotel industry where, as we all know, one pays for every little thing except for the miniature bar of soap?
Hope your day gets better.
Most organisations carrying people refer those carried as 'passengers'. Why a low cost airline should call them 'guests' is difficult for the mind to get around. Have they taken their cue from the hotel industry where, as we all know, one pays for every little thing except for the miniature bar of soap?
Hope your day gets better.
Join Date: Jul 2001
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I heard a DJ spokesperson (Heather Jeffrey I think) on the John Laws radio show this morning. JL had received many complaints from DJ pax who would not be given a refund, but instead a credit to be used within 12 months with was not satisfactory to a lot of people.
Every time JL asked her why DJ wouldn't refund she answered with the same stock standard answer (in dull monotone voice) of refunds have not been DJ's policy being a low cost carrier etc etc and it was not their (DJ's) fault re the gas leak.
At the end of the interview Lawsey said he didn't know what position she held at DJ but he hoped it wasn't in the public relations department, which I think it might have been!
Well it was not the fault of the DJ pax either and DJ must take ownership of the problem and act immediately.
QF refunded in full any pax who had bought tickets to Jakarta and no longer wished to travel in light of the latest DFAT travel advisory to Indonesia. The T/A wasn't QF's fault however they still offered a full refund to pax.
Why did DJ not offer to put some people up in hotels ie those whose home base was not Melbourne? Why no food and beverage vouchers given out? Any why can't pax be given a refund if DJ were not able to deliver what pax had paid for???
It appears that at the end of the day the DJ staff (with all due respect) don't have as much experience as QF (which now includes a lot of ex-AN staff) in delay management and at times like this it shows when an airline is put under the microscope.
It doesn't help when newspapers show photos of mums and babies with no money for accommodation and without anyone to stay with in MEL.
Clearly DJ staff (if not already incapacitated) did their best given the difficult circumstances despite very little, if any direction from 'management' who when the going gets tough, head for the boardroom.
Every time JL asked her why DJ wouldn't refund she answered with the same stock standard answer (in dull monotone voice) of refunds have not been DJ's policy being a low cost carrier etc etc and it was not their (DJ's) fault re the gas leak.
At the end of the interview Lawsey said he didn't know what position she held at DJ but he hoped it wasn't in the public relations department, which I think it might have been!
Well it was not the fault of the DJ pax either and DJ must take ownership of the problem and act immediately.
QF refunded in full any pax who had bought tickets to Jakarta and no longer wished to travel in light of the latest DFAT travel advisory to Indonesia. The T/A wasn't QF's fault however they still offered a full refund to pax.
Why did DJ not offer to put some people up in hotels ie those whose home base was not Melbourne? Why no food and beverage vouchers given out? Any why can't pax be given a refund if DJ were not able to deliver what pax had paid for???
It appears that at the end of the day the DJ staff (with all due respect) don't have as much experience as QF (which now includes a lot of ex-AN staff) in delay management and at times like this it shows when an airline is put under the microscope.
It doesn't help when newspapers show photos of mums and babies with no money for accommodation and without anyone to stay with in MEL.
Clearly DJ staff (if not already incapacitated) did their best given the difficult circumstances despite very little, if any direction from 'management' who when the going gets tough, head for the boardroom.
Evertonian
The area near the security point outside the newsagent
That's right above the old AN staff canteen!!! Sorted!
Well, I had to laugh at all the quotes from the punters..no refunds..no meal vouchers..WTF do they expect for $39?
People voted with their feet when they had a choice way back when and the $$$ won that time. It's about time they realised what exactly their air fare buys these days! Welcome to the NWO people. Stop whingeing & queue up again!
Don Quixote Impersonator
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What chance have you got when you have brain dead passengers like the young lady who says, something like
"They just turned my fairy tale wedding today into a nightmare"
Of course Virgin arranged to personally p!ss her off, by sabotaging the aircon in the terminal they rent from the Melbourne Airport people.
I'm not surprised that a good number of the people I saw on TV were having trouble breathing.
There would also be a fair chance that they do not find anything much at all but a good dose of mass hysteria with the media pouring fuel on it.
The emergency services MUST respond and act on what they see and are told first, then go find the real facts after.
"They just turned my fairy tale wedding today into a nightmare"
Of course Virgin arranged to personally p!ss her off, by sabotaging the aircon in the terminal they rent from the Melbourne Airport people.
I'm not surprised that a good number of the people I saw on TV were having trouble breathing.
There would also be a fair chance that they do not find anything much at all but a good dose of mass hysteria with the media pouring fuel on it.
The emergency services MUST respond and act on what they see and are told first, then go find the real facts after.
Join Date: Nov 2004
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And they still think WE are the threat by charging us $200 for security check.........
I just hope this is not a trial run for a chemical attack on civilians.
Otherwise, if it was for real then our security system has failed.
I just hope this is not a trial run for a chemical attack on civilians.
Otherwise, if it was for real then our security system has failed.
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Rings of TJ esk, Scabotage.
No mention today in press about the $500/ 1 way fares to SYD,charged by the oh so generous opposition.
By the the way, VB have vast pools of highly experienced staff possessing a work ethic you wankers at QF could only dream of.
No mention today in press about the $500/ 1 way fares to SYD,charged by the oh so generous opposition.
By the the way, VB have vast pools of highly experienced staff possessing a work ethic you wankers at QF could only dream of.
Sprucegoose
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Ty Webb,
It could just as easily have been a leak in the Qantas terminal, do you think that VIRGIN would have been giving punters cheap fares? NO WAY, they would have been charging their normal walk up rate!! Which I suspect would be almost exactly the same as Qantas.
By the way $500ish is a business class fare to Syd, maybe that is all the seats that were available. Normal economy is more like $380ish.
Cheers, HH.
PS: Do you think there are no spankers at Virgin? HAVE A GOOD LOOK AROUND!! All companies have them!!
No mention today in press about the $500/ 1 way fares to SYD,charged by the oh so generous opposition.
By the way $500ish is a business class fare to Syd, maybe that is all the seats that were available. Normal economy is more like $380ish.
Cheers, HH.
PS: Do you think there are no spankers at Virgin? HAVE A GOOD LOOK AROUND!! All companies have them!!
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'the oh so generous opposition'?
Since when has it been QF's responsibility to bail DJ passengers out of trouble for free? It wasn't a flood or earthquake, and they hadn't gone broke leaving passengers stranded indefinitely. Are QF supposed to be running a charity?
What really cheeses me off is the quote by a lady (DJ passenger) in the Age:
'And all we got for free was a bottle of water!'
Well what did you want after buying your no frills ticket lady? A friggin new car?
Since when has it been QF's responsibility to bail DJ passengers out of trouble for free? It wasn't a flood or earthquake, and they hadn't gone broke leaving passengers stranded indefinitely. Are QF supposed to be running a charity?
What really cheeses me off is the quote by a lady (DJ passenger) in the Age:
'And all we got for free was a bottle of water!'
Well what did you want after buying your no frills ticket lady? A friggin new car?
Join Date: Feb 2005
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I have worked today and I have seen the entire company rally around this extraordinary event. VB Staff from all levels and all areas have reported for duty to make good the consequences of this event which, when all the dust settles from the pack mauling, will be recognised as entirely beyond Virgin Blue's control.
Others in this forum may think we suck (KMA) but I'm proud to work there today.
Others in this forum may think we suck (KMA) but I'm proud to work there today.
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Whilst I realise this was in no way Virgins fault, I can understand why people are upset. I was wondering when people would wake up to the fact that Virgin are in no way obligated to provide accommodation under any circumstance.
This is not the case with QF because of the rules of IATA membership of which Virgin is one of the few sizeable airlines not to be a member.
Basically QF have to, and will, provide accom (where at all possible) but Virgin do not have to. In the past with minor issues as a PR issue they have, but as soon as the cost outweighs the perceived PR benefit they shirk what most people thought was a basic obligation of an airline.
Some people will say you get what you pay for, except that if you bothered checking you could have got QF for the same price in most circumstances…. Check for yourself on the web.
This is not the case with QF because of the rules of IATA membership of which Virgin is one of the few sizeable airlines not to be a member.
Basically QF have to, and will, provide accom (where at all possible) but Virgin do not have to. In the past with minor issues as a PR issue they have, but as soon as the cost outweighs the perceived PR benefit they shirk what most people thought was a basic obligation of an airline.
Some people will say you get what you pay for, except that if you bothered checking you could have got QF for the same price in most circumstances…. Check for yourself on the web.
Join Date: Oct 2004
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Why should airlines provide anything but a ticket for the next available flight and a refund for the flight that was missed. It is beyond me why accomodation is given at all, regardless of who is to blame.
If my Ford Falcon breaks down by the side of the road I dont ring Ford and ask them for a room for the night and a meal voucher and drink voucher.
Modern man/woman expects way too much.
If my Ford Falcon breaks down by the side of the road I dont ring Ford and ask them for a room for the night and a meal voucher and drink voucher.
Modern man/woman expects way too much.
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I think Virgin pax's are very confused. You get what you pay for today, this is not the good old days of QF / AN duopoly. I miss the old days.
You are flying on a LCC, not a full service airline. Stop bitching about the service, you didn't pay for it, you are not going to get it.
You are flying on a LCC, not a full service airline. Stop bitching about the service, you didn't pay for it, you are not going to get it.
Sprucegoose
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Why should airlines provide anything but a ticket for the next available flight and a refund for the flight that was missed. It is beyond me why accomodation is given at all, regardless of who is to blame.
I would expect that somewhere around 50% of Virgin "Guest's" would not be in their home city!! Perhap's that's a start.
Other's may have been travelling for in excess of 24 hours and in desperate need of rest and a shower!!
The backpacker types on the way back from the holiday of a lifetime, (albeit on a budget) may not have even 50c left in their pocket.
Do you need anymore reason's?
If your going to call them guest's, maybe you should start treating them that way!!
Cheers, HH.
Join Date: Apr 2000
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Hopefully that is not the mindset of the entire Airline wirgin.
If so then "victims" may be more appropriate than guests.
Any overnight accommodation, meals etc would surely be reclaimable from the Airport Authority, as it was their facility leased as an operational and safe entity that appears to have failed.
I personally think that being provided with the service was paid for with good money in good faith withing the conditions of the contract that was entered into is not too much to ask, and if the service is undeliverable for whatever reason that compensation and or accommodation be provided until such time as the service can be delivered. Weather delays are another consideration entirely, however unservicability of facilities and/or aeroplanes is the direct resposnsibility of the carrier.
If your Ford, Nissan, Holden etc breaks down and is in warranty with a roadside assist program, then you get help. If you have bought from Shonky Brothers on the cheap with self trained mechanics and a backyard accounting system, then you are on your own. What image does DJ want?
Oh, and here is a little gem - let's see if any journo worth his salt picks up on it. Virgin Blue has kindly offered to hold monies for non-deliverable services for passengers to use later on future flights, but NOT refunds. Bollocks. All the passenger has to do is call the credit card company that they used to pay for the fare and have the charged cancelled. Service not delivered - charge not valid. I hope someone does pick up on that, as it is a right that not many are aware of. tens of millions were recovered that way in the Ansett collapse.
Making the air fair?
bite me!
EWL
If so then "victims" may be more appropriate than guests.
Any overnight accommodation, meals etc would surely be reclaimable from the Airport Authority, as it was their facility leased as an operational and safe entity that appears to have failed.
I personally think that being provided with the service was paid for with good money in good faith withing the conditions of the contract that was entered into is not too much to ask, and if the service is undeliverable for whatever reason that compensation and or accommodation be provided until such time as the service can be delivered. Weather delays are another consideration entirely, however unservicability of facilities and/or aeroplanes is the direct resposnsibility of the carrier.
If your Ford, Nissan, Holden etc breaks down and is in warranty with a roadside assist program, then you get help. If you have bought from Shonky Brothers on the cheap with self trained mechanics and a backyard accounting system, then you are on your own. What image does DJ want?
Oh, and here is a little gem - let's see if any journo worth his salt picks up on it. Virgin Blue has kindly offered to hold monies for non-deliverable services for passengers to use later on future flights, but NOT refunds. Bollocks. All the passenger has to do is call the credit card company that they used to pay for the fare and have the charged cancelled. Service not delivered - charge not valid. I hope someone does pick up on that, as it is a right that not many are aware of. tens of millions were recovered that way in the Ansett collapse.
Making the air fair?
bite me!
EWL
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BTW guys and gals just my opinion on the accomodation.
EWL: other reporters have said credit shell or full refund. So I think until you talk to res you wont know exactly what is what, everything else is speculation. Also being a TA I think, what coverage do people have with travel insurance???
Also I would assume that as they cannot determine what exactly happened that neither the airport or the airline are willing to assume responsibility to compensate the "victims" of this. I hope this doesn't turn too many people off airline travel all together. For many this will be one holiday that they dont forget for quite some time.
EWL: other reporters have said credit shell or full refund. So I think until you talk to res you wont know exactly what is what, everything else is speculation. Also being a TA I think, what coverage do people have with travel insurance???
Also I would assume that as they cannot determine what exactly happened that neither the airport or the airline are willing to assume responsibility to compensate the "victims" of this. I hope this doesn't turn too many people off airline travel all together. For many this will be one holiday that they dont forget for quite some time.
Join Date: Apr 2000
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wirgin - Insurance would cover any added costs due to non delivery of service, depending of course on the level of cover taken. Those on 12 month corporate wordwide policies would have the best cover which would include replacement staff if someone was called in to cover their absence along with compensation for lost wages. Not many take the domestic policies these days. They are offered, but generally refused. understandable with the lower fares and 24 hour flexibility at a cost, but not wise. The comprehensive domestic policies, while not overly expensive also have provision for travel delay due to such occurrences. We would have sold 3 in the last 12 monts - max.
In a good few cases when loads are high, DJ can be more expensive than QF, so the LCC model is a very moveable feast.
What I was told today was future credit, which requires activation through the good people at the call centre. This may be an early call that was later revised, as things were obviously bedlam today for good reason.
The scary thing is that they stillhave not put a finger on the cause. That is a bigger negative for DJ and Rex than anything. When will it rear it's ugly head again? Is it a Radon leak, fumes ingested from the tarmac? Something has done this and it needs to be found.
Best regards
EWL
In a good few cases when loads are high, DJ can be more expensive than QF, so the LCC model is a very moveable feast.
What I was told today was future credit, which requires activation through the good people at the call centre. This may be an early call that was later revised, as things were obviously bedlam today for good reason.
The scary thing is that they stillhave not put a finger on the cause. That is a bigger negative for DJ and Rex than anything. When will it rear it's ugly head again? Is it a Radon leak, fumes ingested from the tarmac? Something has done this and it needs to be found.
Best regards
EWL