How would you improve First and Business Class?
Feb 27, 2015, 11:38 am
#3
Join Date: May 2008
Location: new york
Programs: trueblue ,mileageplus skymiles, hilton honors silver
Posts: 965
Feb 27, 2015, 3:26 pm
#5
Join Date: Oct 2004
Location: OAK
Programs: UA Gold, AS Gold, Hilton Diamond, Starwood Gold
Posts: 186
Everybody pushes me off to another department and says the only way to contact said department is via an email address. None of them have been proactive or offered to take any action.
A little frustrating, considering that the whole reason I'm going through this game is to bring more of my business to the airline.
Feb 27, 2015, 3:28 pm
#6
Join Date: Dec 2013
Posts: 406
Allow top-tier Elevate members to roll over Elevate Status Points (not just if you have the credit card), at least for a year. I had 150k status points last year, now lost.
Offer multiple safety videos. The song-and-dance bit is fun for daytime flights but its the last thing you want to hear on a red eye or at 7am.
Fix the website's new glitch where it only shows you refundable first class most of the time.
Train and empower the Gold and Silver phone staff. They seem to be no better trained than the standard phone agents. They should have some training at the needs of top tier travelers (upgrades within the allotted window, 24 hour cancellations, etc). Also empower them to waive fees, given the right circumstances.
Offer multiple safety videos. The song-and-dance bit is fun for daytime flights but its the last thing you want to hear on a red eye or at 7am.
Fix the website's new glitch where it only shows you refundable first class most of the time.
Train and empower the Gold and Silver phone staff. They seem to be no better trained than the standard phone agents. They should have some training at the needs of top tier travelers (upgrades within the allotted window, 24 hour cancellations, etc). Also empower them to waive fees, given the right circumstances.
Feb 27, 2015, 3:35 pm
#7
Suspended
Join Date: Jul 2013
Location: LAX
Programs: VX Gold
Posts: 427
Train and empower the Gold and Silver phone staff. They seem to be no better trained than the standard phone agents. They should have some training at the needs of top tier travelers (upgrades within the allotted window, 24 hour cancellations, etc). Also empower them to waive fees, given the right circumstances.
Far too often, I'll call the Gold desk with a high-frequency-traveler-type request and get put on hold forever while the agent sorts it out and gets supervisor approval. The question is never a matter of if it's approvable -- it's always the agent not knowing or not thinking to ask, and then spending 10 minutes to get a supervisor approval for a fee waiver, when it's a common request of mine that has never been denied.
Feb 27, 2015, 4:03 pm
#9
Suspended
Join Date: Jul 2013
Location: LAX
Programs: VX Gold
Posts: 427
Why did you start similar threads on the JetBlue forum and the Virgin America forum? As of now, you are a new user with two posts: asking the same question of VX and B6 fliers.
I don't believe for one second that you joined FT with a genuine question about how to improve these two companies -- there must surely be some ulterior motive. I'm curious what it is. If you're not comfortable sharing it publicly, you can message it to me. If you do, I'll gladly provide you with very detailed points of improvement for both carriers -- I know both very well and can provide a list of 10-15 detailed points of improvement for each.
But unless you do, i can't help but wonder: are you an insider at some awful airline like Frontier or Spirit trying to "learn" the ways of better LCCs? Or some legacy carrier person who just doesn't grasp why UAL or AA is so pathetic? LOL
I don't believe for one second that you joined FT with a genuine question about how to improve these two companies -- there must surely be some ulterior motive. I'm curious what it is. If you're not comfortable sharing it publicly, you can message it to me. If you do, I'll gladly provide you with very detailed points of improvement for both carriers -- I know both very well and can provide a list of 10-15 detailed points of improvement for each.
But unless you do, i can't help but wonder: are you an insider at some awful airline like Frontier or Spirit trying to "learn" the ways of better LCCs? Or some legacy carrier person who just doesn't grasp why UAL or AA is so pathetic? LOL
Feb 27, 2015, 7:10 pm
#10
Join Date: Sep 2007
Location: San Francisco
Programs: Alaska MVP Gold, Hyatt Globalist, Marriott LT Titanium, UA Silver
Posts: 118
Improve their status match process. The web site says that status match requests will be fulfilled in 7-14 days. There are many FT members, myself included, who've waited much longer and don't get satisfying responses (if any responses at all) from various VA customer service touchpoints.
Everybody pushes me off to another department and says the only way to contact said department is via an email address. None of them have been proactive or offered to take any action.
A little frustrating, considering that the whole reason I'm going through this game is to bring more of my business to the airline.
Everybody pushes me off to another department and says the only way to contact said department is via an email address. None of them have been proactive or offered to take any action.
A little frustrating, considering that the whole reason I'm going through this game is to bring more of my business to the airline.
Feb 27, 2015, 8:18 pm
#11
Join Date: May 2011
Posts: 5,814
Agree with most/all the above but here's my 2 cents...
#1. I know your website is mobile friendly but I wish VX had a native app that supplied mobile BP's (stored in passbook or whatever). UA has an awesome one and I love them for it (probably the only thing I still love about UA aka CO). Which brings me to #2.
#2. The new website still needs to be refined too as there are constant issues when I book (no matter what computer I use). When I try to change variables (cities, etc), it doesn't display things properly. I tend to see higher rates for NYC-SFO than LGA-SFO. It seems slower than the older website too.
#3. More alliances/partnerships and/or earning status points (maybe with SQ?). Also better redemption rates (and/or earning mile opp) for VX on those airlines. SQ folks get great miles for cheap VX fares but doesn't work the other way around! I know it's a delicate balance and VX doesn't have much leverage (yet)... bleh.
#4. Personally, I wish there was a million miler program.
Overall though, I love the program, the young crew/staff, the nice little touches (such as the cute salt/pepper planes) in F, etc. Every time I fly VX, it's refreshing (even in Y) compared to the legacies (esp UA).
#1. I know your website is mobile friendly but I wish VX had a native app that supplied mobile BP's (stored in passbook or whatever). UA has an awesome one and I love them for it (probably the only thing I still love about UA aka CO). Which brings me to #2.
#2. The new website still needs to be refined too as there are constant issues when I book (no matter what computer I use). When I try to change variables (cities, etc), it doesn't display things properly. I tend to see higher rates for NYC-SFO than LGA-SFO. It seems slower than the older website too.
#3. More alliances/partnerships and/or earning status points (maybe with SQ?). Also better redemption rates (and/or earning mile opp) for VX on those airlines. SQ folks get great miles for cheap VX fares but doesn't work the other way around! I know it's a delicate balance and VX doesn't have much leverage (yet)... bleh.
#4. Personally, I wish there was a million miler program.
Overall though, I love the program, the young crew/staff, the nice little touches (such as the cute salt/pepper planes) in F, etc. Every time I fly VX, it's refreshing (even in Y) compared to the legacies (esp UA).
Feb 28, 2015, 1:44 am
#13
Original Poster
Join Date: Feb 2015
Posts: 6
Hello, I'm sorry for causing hassle, I'm doing an essay regarding analysis of servicescape but more of interest to me is how far low cost airlines and full service airlines can improve their current servicescape further for their passengers. I haven't flown on those carriers before but Virgin America and JetBlue are of interest because they have a different model to what we have over here - Easyjet and Ryanair.
Feb 28, 2015, 2:51 am
#14
Join Date: Nov 2013
Location: Places
Programs: CI Paragon, AF Gold, Bonvoy Ambassador Elite, Shangri-La Jade
Posts: 170
If I must pick bones...
1. Kiwi drinks available on all flights.
2. Better food (Anything out of HKG need to knock people off their socks).
3. Smiling Hong Kong FA (It's a culture thing I understand, but at least pretend you like the job).
4. Upgrade availability.
1. Kiwi drinks available on all flights.
2. Better food (Anything out of HKG need to knock people off their socks).
3. Smiling Hong Kong FA (It's a culture thing I understand, but at least pretend you like the job).
4. Upgrade availability.
Last edited by gracall; Feb 28, 2015 at 3:05 am
Feb 28, 2015, 3:01 am
#15
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Environmentally Friendly Travel
Join Date: Jan 2003
Location: London, UK
Posts: 22,212
Three threads originally cross posted in JetBlue, Virgin America, and Cathay Pacific forums have been combined into a single thread which now resides here in TravelBuzz!
Prospero
Senior Moderator
Prospero
Senior Moderator