AS / VX Dysfunction
Apr 15, 2018, 3:14 am
#46
Suspended
Join Date: Aug 2017
Location: LAX, BOS, and Seat 1A
Programs: DL Plat, VS Gold, UA Plat, VX Gold (RIP), AS MVP 75K, Starriot Plat, Hertz President's Circle
Posts: 387
Yes, had a similar experience the other night. Took 1h40m on hold getting punted back and forth between AS and VX with AS quoting nonsense about VX policies.
Apr 15, 2018, 3:43 pm
#47
Join Date: Feb 2015
Location: Seattle
Programs: AS
Posts: 2,293
We have flights booked for May and June. We did this back in January. A premium was paid for VX metal and F class of service. Now realizing that what we paid for will no longer be available. No heads up from AS that they are removing or downgrading things Flyers valued in the VX product. Just the date of acquisition by AS.
SAD DAY!
SAD DAY!
Apr 15, 2018, 4:16 pm
#49
FlyerTalk Evangelist
Join Date: Aug 2007
Location: SEA, but up and down the coast a lot
Programs: Oceanic Airlines Gold Elite
Posts: 20,388
It kind of boggles me that a FTer who presumably knows more than the average flier can say things like “a premium was paid for VX metal” when it’s been obvious and telegraphed for months that VX isn’t the surviving airline, AS is. VX did not buy AS. It was the other way around. AS had repeatedly said they are standardizing on AS service standards, after due consideration. Yes, I know we all wanted VX service at AS prices or AS upgrade policies. Well, it’s not happening.
With all due respect, cancel your tickets and get your money back if you don’t like it. AS doesn’t think there is money to be made in white recliners and unlimited snacks in premium coach. The only way to teach them is if enough people hit them in the pocketbook. (Given VX’s record over the last decade, the evidence is at best mixed on whether their model was a good one compared to everyone else’s.)
With all due respect, cancel your tickets and get your money back if you don’t like it. AS doesn’t think there is money to be made in white recliners and unlimited snacks in premium coach. The only way to teach them is if enough people hit them in the pocketbook. (Given VX’s record over the last decade, the evidence is at best mixed on whether their model was a good one compared to everyone else’s.)
Apr 15, 2018, 4:34 pm
#50
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,631
FWIW, and it may not be all that much, this merger is going a whole lot more smoothly than others of the recent past.
Things like "let's use the inept reservations system of the smaller carrier and transfer everything over from the larger carrier, say a prayer, and then go to confession when disaster strikes" is not happening here. Overall, we're having relatively insignificant issues. Pretty much everyone is going where they intended, when they intended, and although they may not be in the seat they wanted, or ate the food they wanted, I'm sure that they were thrown some travel credit crumbs when they complained.
I'm not making any excuses. Things could have gone a bit more smoothly. But it could have gone a whole lot worse.
Things like "let's use the inept reservations system of the smaller carrier and transfer everything over from the larger carrier, say a prayer, and then go to confession when disaster strikes" is not happening here. Overall, we're having relatively insignificant issues. Pretty much everyone is going where they intended, when they intended, and although they may not be in the seat they wanted, or ate the food they wanted, I'm sure that they were thrown some travel credit crumbs when they complained.
I'm not making any excuses. Things could have gone a bit more smoothly. But it could have gone a whole lot worse.
Apr 15, 2018, 4:34 pm
#51
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
The VX acquisition has improved the amount of routes available to earn AS miles on ^ and soon more upgrade opportunities...
Apr 15, 2018, 4:35 pm
#52
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,631
Apr 15, 2018, 4:37 pm
#53
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
FWIW, and it may not be all that much, this merger is going a whole lot more smoothly than others of the recent past.
Things like "let's use the inept reservations system of the smaller carrier and transfer everything over from the larger carrier, say a prayer, and then go to confession when disaster strikes" is not happening here. Overall, we're having relatively insignificant issues. Pretty much everyone is going where they intended, when they intended, and although they may not be in the seat they wanted, or ate the food they wanted, I'm sure that they were thrown some travel credit crumbs when they complained.
I'm not making any excuses. Things could have gone a bit more smoothly. But it could have gone a whole lot worse.
Things like "let's use the inept reservations system of the smaller carrier and transfer everything over from the larger carrier, say a prayer, and then go to confession when disaster strikes" is not happening here. Overall, we're having relatively insignificant issues. Pretty much everyone is going where they intended, when they intended, and although they may not be in the seat they wanted, or ate the food they wanted, I'm sure that they were thrown some travel credit crumbs when they complained.
I'm not making any excuses. Things could have gone a bit more smoothly. But it could have gone a whole lot worse.
Apr 15, 2018, 6:39 pm
#54
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
We have flights booked for May and June. We did this back in January. A premium was paid for VX metal and F class of service. Now realizing that what we paid for will no longer be available. No heads up from AS that they are removing or downgrading things Flyers valued in the VX product. Just the date of acquisition by AS.
SAD DAY!
SAD DAY!
Apr 15, 2018, 8:36 pm
#55
Join Date: Feb 2015
Location: NYC
Posts: 280
Uhh, I beg to differ on 'the merger's going smoothly' as an east coast flier.
Since their October consolidation I don't think I've had a single Virgin America flight departing JFK go correctly (tally is 5), ranging from check-in meltdowns to upgrades not processing to getting bumped from my seat to getting bumped from my flight. These are on standard, straightforward tickets booked on Virgin metal through Alaska, and I'm wagering all of this has been caused by Alaska prematurely axing VX support and trying to wing it. Given the consistently glacial pace of check-in lines on both coasts and the 20+ minute wait to have anything done over the phone, such irregularities don't seem to be abnormal. And of course the two times I've paid $250.00 to upgrade to first class (and my seat wasn't given away!) the flights were mis-catered.
The bumped flights have given me plenty of time to sit in the dumpster fire that is their consolidated ground operations at JFK. Alaska's hardly the only airline with an unfavorable terminal move, but they've handled it worse than any other airline I know of. (I will say good luck finding anywhere to use a $15.00 meal voucher.) Contrast with Delta at LAX or American at LGA or even JetBlue at MAT, where all of the airlines provided something to club members or fliers. So I've got an Alaska Lounge membership that doesn't really provide any substantial value for 50% of my flights (unless I'm flying AA!)
Then there's the condition of the rest of the terminal itself, which I've ragged on plenty, but it's a year in and it looks like this:
Do I expect hiccups? Of course, I booked my tickets knowing it'd be my last chances to fly the VX product before it goes away and was willing to put up with rough edges (plus I need to finish off my travel bank) but it's been unbelievably bad. Last week I ended up just giving up and rebooked a transcon ticket on JetBlue, and it made my recent travels on VX look like an exercise in masochism.
Since their October consolidation I don't think I've had a single Virgin America flight departing JFK go correctly (tally is 5), ranging from check-in meltdowns to upgrades not processing to getting bumped from my seat to getting bumped from my flight. These are on standard, straightforward tickets booked on Virgin metal through Alaska, and I'm wagering all of this has been caused by Alaska prematurely axing VX support and trying to wing it. Given the consistently glacial pace of check-in lines on both coasts and the 20+ minute wait to have anything done over the phone, such irregularities don't seem to be abnormal. And of course the two times I've paid $250.00 to upgrade to first class (and my seat wasn't given away!) the flights were mis-catered.
The bumped flights have given me plenty of time to sit in the dumpster fire that is their consolidated ground operations at JFK. Alaska's hardly the only airline with an unfavorable terminal move, but they've handled it worse than any other airline I know of. (I will say good luck finding anywhere to use a $15.00 meal voucher.) Contrast with Delta at LAX or American at LGA or even JetBlue at MAT, where all of the airlines provided something to club members or fliers. So I've got an Alaska Lounge membership that doesn't really provide any substantial value for 50% of my flights (unless I'm flying AA!)
Then there's the condition of the rest of the terminal itself, which I've ragged on plenty, but it's a year in and it looks like this:
Do I expect hiccups? Of course, I booked my tickets knowing it'd be my last chances to fly the VX product before it goes away and was willing to put up with rough edges (plus I need to finish off my travel bank) but it's been unbelievably bad. Last week I ended up just giving up and rebooked a transcon ticket on JetBlue, and it made my recent travels on VX look like an exercise in masochism.
Apr 15, 2018, 8:43 pm
#56
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
Just think, in two short weeks you'll be able to complain that ex-VX workers aren't adequately trained in the AS system. And that may be true, for a few. You'll also be complaining about workers that have been with AS their entire careers, and about workers who are using the system & rules properly and just won't give you what you want.
If the DL/NW acquisition is any guide, their will be a core of complainers still whining ten years from now.
If the DL/NW acquisition is any guide, their will be a core of complainers still whining ten years from now.
Apr 15, 2018, 9:07 pm
#57
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Apr 16, 2018, 10:36 am
#58
Join Date: Nov 2010
Location: SFO/SEA
Programs: Gold 75K
Posts: 218
I just followed a link I received about my elite benefits after the merger. I understand why some things might not be available immediately on April 25th. But the website says the complimentary drink and free chocolate won't be available until "early summer 2018". It's not a huge deal, but I'd expect that could be done immediately without any system transition issues. I'm flying on 4/25 and am going to ask for my free cocktail!
Apr 16, 2018, 10:59 am
#59
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
I just followed a link I received about my elite benefits after the merger. I understand why some things might not be available immediately on April 25th. But the website says the complimentary drink and free chocolate won't be available until "early summer 2018". It's not a huge deal, but I'd expect that could be done immediately without any system transition issues. I'm flying on 4/25 and am going to ask for my free cocktail!
As Virgin America-branded Airbus planes get reconfigured starting this fall, our elites will enjoy complimentary upgrades like they currently do on our Boeing aircraft.
Apr 16, 2018, 11:13 am
#60
Join Date: Mar 2014
Location: US West Coast
Programs: Alaska 100K, Hyatt Gl, Marriott Ti/LTP
Posts: 353
As Virgin America-branded Airbus planes get reconfigured starting this fall, our elites will enjoy complimentary upgrades like they currently do on our Boeing aircraft.
U space is available beginning 4/25, and I believe others here have successfully used GGUs on VX metal after that date. Maybe instant upgrades too? But does this mean that complimentary upgrades are blocked until reconfig or elites just won't enjoy the greater possibility of a complimentary upgrade like they do on Boeing until the Airbus F cabin goes to 12?
Flying on Virgin America-branded or Airbus aircraft
...
April 25, 2018 Upgrade benefits match standard Alaska Mileage Plan elite benefits by tier
Early summer 2018 All standard Mileage Plan benefits apply, including a complimentary premium beverage or chocolate for MVP Gold and 75K members.
...
April 25, 2018 Upgrade benefits match standard Alaska Mileage Plan elite benefits by tier
Early summer 2018 All standard Mileage Plan benefits apply, including a complimentary premium beverage or chocolate for MVP Gold and 75K members.
I'm flying on a non-qualifying fare on an AS Airbus the morning of 4/25. I'll report back, though I totally expect things to be really rough right then. Even within a day or two, things will hopefully be a bit more smoothed out.
Last edited by CalanMan; Apr 16, 2018 at 12:39 pm