Vb Per
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Join Date: Oct 2002
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Vb Per
Anybody got any feedback on the Customer Service at VB PER??
Heard a rumor that their staff are stating to Pax if they complain - "Well we are a cheap airline, you get what you pay for"
Really good Customer Service guys considering you don't even work for VB, you work for some mob called Aero-care. Who the hell are they anyway??
I also observed a elderly couple the other day, in their 80's, who requested assistance on arrrival only to be dumped in the arrivals hall to fend for themselves...
What ever happened to Customer Service like the ad says - If only you got Virgin Blue service everywhere....
C'mon guys, get with the program...
Heard a rumor that their staff are stating to Pax if they complain - "Well we are a cheap airline, you get what you pay for"
Really good Customer Service guys considering you don't even work for VB, you work for some mob called Aero-care. Who the hell are they anyway??
I also observed a elderly couple the other day, in their 80's, who requested assistance on arrrival only to be dumped in the arrivals hall to fend for themselves...
What ever happened to Customer Service like the ad says - If only you got Virgin Blue service everywhere....
C'mon guys, get with the program...
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Can't comment from the Customer Service point of view, but from the Operational side, yes, they are a bit of a problem. True, they are an agent, rather than work directly for VB, however I believe that is being addressed in the near future. My personal assesment is that the Duty Managers are quite inexperienced and our problems start there. They also have very difficult working conditions over at the International, however, we have had great teams working out of tents in LST and CBR in the past so that shouldn't be an excuse.
I do appreciate your comments, mainly because I know that the powers that be do view this site, and that they will take note. Thank you.
I do appreciate your comments, mainly because I know that the powers that be do view this site, and that they will take note. Thank you.
well i can say that aerocare do a pretty good job at the other ports they provide virgin's ground services at - being darwin, canberra, townsville, mackay and cairns.
they have expanded really quickly into perth as well (vb), they have 12 flights a day now i think so they have had a pretty steep learning curve, they earn a lot less than their qf counterparts so it is harder to recruit experienced staff.
and to answer your question, aerocare is a sydney based ground handling agent providing services for virgin and other airlines in australia - alliance, rex and continental micronesia for example. they do this in ports where virgin doesn't want to set up its own operations on the ground at the ports listed above.
they have expanded really quickly into perth as well (vb), they have 12 flights a day now i think so they have had a pretty steep learning curve, they earn a lot less than their qf counterparts so it is harder to recruit experienced staff.
and to answer your question, aerocare is a sydney based ground handling agent providing services for virgin and other airlines in australia - alliance, rex and continental micronesia for example. they do this in ports where virgin doesn't want to set up its own operations on the ground at the ports listed above.
quote:I do appreciate your comments, mainly because I know that the powers that be do view this site, and that they will take note. Thank you.
so brett godfrey is a pruner now??? i don't think so...
so brett godfrey is a pruner now??? i don't think so...
Join Date: Apr 2000
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I appreciate the professionalism of Mary Tassone and the groups department at DJ, but find big issues with the feedback from my SLF relating to the knowledge base and problem solving abilities of he DJ frontline staff. I must add that the reservations staff are also very good and friendly.
It has been in general in line with the Company policies, but the lateral thinking is just not there. This may come with time, but for God's sake, don't advertise it until it is there DJ.
Hopefully a real airline will emerge from all the fluff and posturing.
Currently the airline is widely recognised as a product of the very rich apparent village idiot that owns it. The Screaming Lord Sutch of airlines.
They have top rank pofessional flight deck crew, but in regards to most of the rest of the operaion, please do not assume you know the lot at the lower levels of a huge culture and learning curve.
The SLF know and will vote with their feet.
EWL
It has been in general in line with the Company policies, but the lateral thinking is just not there. This may come with time, but for God's sake, don't advertise it until it is there DJ.
Hopefully a real airline will emerge from all the fluff and posturing.
Currently the airline is widely recognised as a product of the very rich apparent village idiot that owns it. The Screaming Lord Sutch of airlines.
They have top rank pofessional flight deck crew, but in regards to most of the rest of the operaion, please do not assume you know the lot at the lower levels of a huge culture and learning curve.
The SLF know and will vote with their feet.
EWL
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Good call 772
Professionals up front - a side show down the back.
Not a serious Airline.
They may make the grade one day, but I am not sure management even cares.
EWL
Professionals up front - a side show down the back.
Not a serious Airline.
They may make the grade one day, but I am not sure management even cares.
EWL
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VB
I have heard that VB will not be moving from the International to the Domestic Terminal in PER until Christmas. Is this correct???
I do agree with all the above points. It seems to me that Virgin has this image of being young and fresh and so employ people who are young and mainly inexperienced in the airline industry. I do believe that you need a few experienced people in the job . Have also heard that all the Managers in PER have no previous roles in airline operations - how can you expect to be professional when you've got no idea about the industry. Perhaps they've got too many Chiefs and not enough Indians.
Seems to be a very unprofessional unit with a lot of petty rivalvry and bitchiness from my observations.
Cheers All,
Shaggs
I do agree with all the above points. It seems to me that Virgin has this image of being young and fresh and so employ people who are young and mainly inexperienced in the airline industry. I do believe that you need a few experienced people in the job . Have also heard that all the Managers in PER have no previous roles in airline operations - how can you expect to be professional when you've got no idea about the industry. Perhaps they've got too many Chiefs and not enough Indians.
Seems to be a very unprofessional unit with a lot of petty rivalvry and bitchiness from my observations.
Cheers All,
Shaggs
short flights long nights
Once again, as always EWL, a very good post
Vb were scheduled to move into the domestic terminal at perth on november 7, this hasn't happened due to delays with administrators so they are continuing to operate out of the int'l terminal until further notice, so who knows when that will be.
agreed that aerocare may lack people with aviation experience at the top but as stated previously you get what you pay for, that is the key though i guess you don't need a degree to throw peoples bags you do need the right credentialled people running the show, i think from what i have seen though that the aerocare ports do a pretty good job in providing virgin with a service. if vb was totally committed to these places they would have their own people their rather than subcontractors.
i don't think this is totally accurate of the organisation, you won't see qf turn around a 737 in 25 minutes blocks on to blocks off and they are on twice the money. it seems a pretty professional safely run operation from what i have seen.
agreed that aerocare may lack people with aviation experience at the top but as stated previously you get what you pay for, that is the key though i guess you don't need a degree to throw peoples bags you do need the right credentialled people running the show, i think from what i have seen though that the aerocare ports do a pretty good job in providing virgin with a service. if vb was totally committed to these places they would have their own people their rather than subcontractors.
Seems to be a very unprofessional unit with a lot of petty rivalvry and bitchiness from my observations
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Aerocare in CBR do an excellent job, and they have also now gotten the Rex contract. Not sure if they have Rex in other ports or not.
As with anything, the first little while involves a lot of learning but if the attitude is right and the enthusiasm to learn is there (which it seems to be) the company will go a long way in the rather different airline environment we have these days.
As with anything, the first little while involves a lot of learning but if the attitude is right and the enthusiasm to learn is there (which it seems to be) the company will go a long way in the rather different airline environment we have these days.
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The main claim to fame of Aerocare's owner is not aviation related ie Shelley's soft drinks.
There is more info on their company web site.
http://www.aerocare.com.au/index.php?pg=home
There is more info on their company web site.
http://www.aerocare.com.au/index.php?pg=home
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DJ's PER facilities
Evidently, the delay of DJ relocating into the PER domestic terminal has to do with unfinished business between Perth Airport and the AN Administrator?! The current situation has meant a rep from DJ will attend the domestic terminal to redirect awaiting guests to the Int'l terminal during the expexted times of arrivals/departures until the issue is resolved.
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AERO(S)CARE
Hi All,
Well Aerocare (AEROSCARE?) strike again!!!
Just spoke to one of the Aerocare / VB Check-in Staff and they said CASA have been sniffing around lately cause the Airport Manager at PER forgot to train 8 staff on DG Acceptance!!
The story goes 3 Check-in staff and 5 Rampies have been loading VB A/c and accepting PAX luggage for up to 2 months without holding any DG Certification.
Unbelieveable if you ask me, and these guys are representing VB as well. I wonder if VB are aware of this. Its one thing not being able to turnaround A/c on-time (even when they arrive early!!), but putting PAX and Staff safety at risk is a major concern.
Only to be expected I suppose when the Airport Manager has only been in the game 11 months with no prior Airline or Aviation Experience and all the Supervisors are ex AN Resso staff - No offence to past employees of AN Res of course....
C'mon guys, shape up and do the job properly or get out of the industry!!
BTW, VB Flightie, were you aware of this before you defended them???
Cheers All,
***** FLY FAST, BE SEEN *****
Well Aerocare (AEROSCARE?) strike again!!!
Just spoke to one of the Aerocare / VB Check-in Staff and they said CASA have been sniffing around lately cause the Airport Manager at PER forgot to train 8 staff on DG Acceptance!!
The story goes 3 Check-in staff and 5 Rampies have been loading VB A/c and accepting PAX luggage for up to 2 months without holding any DG Certification.
Unbelieveable if you ask me, and these guys are representing VB as well. I wonder if VB are aware of this. Its one thing not being able to turnaround A/c on-time (even when they arrive early!!), but putting PAX and Staff safety at risk is a major concern.
Only to be expected I suppose when the Airport Manager has only been in the game 11 months with no prior Airline or Aviation Experience and all the Supervisors are ex AN Resso staff - No offence to past employees of AN Res of course....
C'mon guys, shape up and do the job properly or get out of the industry!!
BTW, VB Flightie, were you aware of this before you defended them???
Cheers All,
***** FLY FAST, BE SEEN *****
Last edited by Woomera; 15th Dec 2002 at 01:52.
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WHY doesn't CASA do a total overhaul of VBs entire operation particularly flight dispatch. Have witnessed numerous 'breaches' on my frequent visits to the airport. One has to just shake their head in dis-belief. Also heard a few techies are less than impressed with the professional knowledge and ability of some of the flighties. On a recent go-around in SYD, apparently the FAs were screaming when the engines powered up suddenly and the nose went through 15degrees. Raises question on their abilities in a real emergency. How do they continue to operate to CASA standard????????????????
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Just out of interest - and in the vein of a total lack of culture ont the tarmacs these days, boarded a QFlink Dash MEL DPO last Friday and was dismayed to see a trafficy standing right in the plane of rotation of the propellor.
I was taught from day one that this was a no go area and even if engines were shut down, you do not ever pass thru that area, much less stand there.
The blade was tethered, but an accidental actuation would surely make short work of the tether.
DJ has some problems to address, but I am sure it isn't just their problem.
Too many redundancies has meant too many wise old heads off the tarmac, and the result is very evident.
The same applies within the cabin - the passing on of stories of near misses, go arounds, cabin incidents and so on used to be passed down like the secret knowledge.
We really need that back in many cases within todays industy to make it feel safe and secure again.
I am sorry, but staff on the tarmac with no DG training horrifies me.
If that is the way DJ wishes to run things, then I will not fly them.
If it was an oversight - sack someone.
If it is policy - be very very scared.
Best all
EWL
_________________________________________________
Every minute wihout a hull loss is one minute closer to our next one.
Safety is no accident.
I was taught from day one that this was a no go area and even if engines were shut down, you do not ever pass thru that area, much less stand there.
The blade was tethered, but an accidental actuation would surely make short work of the tether.
DJ has some problems to address, but I am sure it isn't just their problem.
Too many redundancies has meant too many wise old heads off the tarmac, and the result is very evident.
The same applies within the cabin - the passing on of stories of near misses, go arounds, cabin incidents and so on used to be passed down like the secret knowledge.
We really need that back in many cases within todays industy to make it feel safe and secure again.
I am sorry, but staff on the tarmac with no DG training horrifies me.
If that is the way DJ wishes to run things, then I will not fly them.
If it was an oversight - sack someone.
If it is policy - be very very scared.
Best all
EWL
_________________________________________________
Every minute wihout a hull loss is one minute closer to our next one.
Safety is no accident.