Virgin experience post COVID
#1
Original Poster
Join Date: Aug 2005
Location: Sydney
Programs: VA Platinum, SG Solitaire PPS, Hyatt Lifetime Globalist, Hilton Diamond
Posts: 403
Virgin experience post COVID
Some observations on the Virgin Australia experience vs pre-COVID. I travel SYD-BNE return every 2-3 weeks. Up on a weekday morning and back later in the week in the evening. I have had no luck upgrading or flying forward (in J) from the lounge this year (although I have purchased J and upgraded well in advance). Flights are generally full. J always seems full.
Kerbside lounge entry still closed at SYD/BNE.
On plane, no snacks in Y any more, and no wine (just tea, coffee, water). In J, the meal has certainly been downgraded. Water or orange juice pre-takeoff. Breakfast is two choices, with a small side pastry and coffee/tea. No cereals. Dinner is also two choices, but with a "desert" of a plastic cheese/cracker pack. No salad, no desert, no bread. Sparkling wine or water served pre-takeoff. Wine with dinner. With dinner, food seems a little bit sparse.
The lounge experience is once again similar to pre-COVID. You can get your own food again. Generally good range. Baristas are back. Wine and beer all there.
Much better than during COVID (no surprise) but no kerbside entry, not being able to fly forward in J, not being able to upgrade in lounge and the downgrade in on-board food is definitely noticeable. I have a fair bit of loyalty, but it does make you wonder about the competition.
Kerbside lounge entry still closed at SYD/BNE.
On plane, no snacks in Y any more, and no wine (just tea, coffee, water). In J, the meal has certainly been downgraded. Water or orange juice pre-takeoff. Breakfast is two choices, with a small side pastry and coffee/tea. No cereals. Dinner is also two choices, but with a "desert" of a plastic cheese/cracker pack. No salad, no desert, no bread. Sparkling wine or water served pre-takeoff. Wine with dinner. With dinner, food seems a little bit sparse.
The lounge experience is once again similar to pre-COVID. You can get your own food again. Generally good range. Baristas are back. Wine and beer all there.
Much better than during COVID (no surprise) but no kerbside entry, not being able to fly forward in J, not being able to upgrade in lounge and the downgrade in on-board food is definitely noticeable. I have a fair bit of loyalty, but it does make you wonder about the competition.
#2
FlyerTalk Evangelist
Join Date: May 2012
Location: Sydney Australia
Programs: No programs & No Points!!!
Posts: 14,203
I have flown a number of times again with Virgin J recently and I found the service this time wonderful. The staff onboard were absolutely delightful and remembered us from a previous trip. My daughter didn't want to pay for J so travelled in economy and the FA asked why she was all the way "back there" in row three! At the end of the flight they let her pass through the hallowed rope to get off at the same time as myself. (this particularly annoyed a Karen sitting in row 3 with my daughter which was fun to watch!). I thought the meal was very nice but I am a plain eater. In 3 trips I have had the same cajun burger. Our desert was a little heart chocolate. On one flight they allowed someone to get red wine top ups until the plane landed! I was really impressed with the staff of late.
However one of the ground staff needed to think about what they were saying. I paid for our family and grandkids (6 in all) to go from SYD to OOL in J. On check in we were told..."oh that's lucky you are all still in J and weren't bumped for some VIP". I replied "how do you know I am not a VIP". She didn't say another word
I am about to go to Fiji on Virgin instead of Fiji airways and my husband is up in arms like a billionaire saying... "WHAAT, no lounge and no tv on board on international!" That's what you get when cost cutting I guess or a lower price. We are on VA as we travelling with a friend who wanted the cheapest ticket he could get.
However one of the ground staff needed to think about what they were saying. I paid for our family and grandkids (6 in all) to go from SYD to OOL in J. On check in we were told..."oh that's lucky you are all still in J and weren't bumped for some VIP". I replied "how do you know I am not a VIP". She didn't say another word
I am about to go to Fiji on Virgin instead of Fiji airways and my husband is up in arms like a billionaire saying... "WHAAT, no lounge and no tv on board on international!" That's what you get when cost cutting I guess or a lower price. We are on VA as we travelling with a friend who wanted the cheapest ticket he could get.
#3
Join Date: Dec 2008
Location: SYD, Australia
Programs: VA Silver, QF FF, Priority Club
Posts: 916
Its not all Covid.
In case you forgot VA went into administration and exited with a new owner, Bain Capital.
If you compare the J fares against QF you can see why either, depending on your perspective:
1) QF fares are extortionate;
2) VA product could be better but expect higher fares.
Y is quite basic but the food was never a highlight in Y - rather the fares be lower. Best legroom of any narrow bodies in Australia (except REX which use ex-VA planes and are therefore identical). For a 1 hour hop its fine.
In case you forgot VA went into administration and exited with a new owner, Bain Capital.
If you compare the J fares against QF you can see why either, depending on your perspective:
1) QF fares are extortionate;
2) VA product could be better but expect higher fares.
Y is quite basic but the food was never a highlight in Y - rather the fares be lower. Best legroom of any narrow bodies in Australia (except REX which use ex-VA planes and are therefore identical). For a 1 hour hop its fine.
#4
Original Poster
Join Date: Aug 2005
Location: Sydney
Programs: VA Platinum, SG Solitaire PPS, Hyatt Lifetime Globalist, Hilton Diamond
Posts: 403
However one of the ground staff needed to think about what they were saying. I paid for our family and grandkids (6 in all) to go from SYD to OOL in J. On check in we were told..."oh that's lucky you are all still in J and weren't bumped for some VIP". I replied "how do you know I am not a VIP". She didn't say another word
#5
Original Poster
Join Date: Aug 2005
Location: Sydney
Programs: VA Platinum, SG Solitaire PPS, Hyatt Lifetime Globalist, Hilton Diamond
Posts: 403
Its not all Covid.
In case you forgot VA went into administration and exited with a new owner, Bain Capital.
If you compare the J fares against QF you can see why either, depending on your perspective:
1) QF fares are extortionate;
2) VA product could be better but expect higher fares.
Y is quite basic but the food was never a highlight in Y - rather the fares be lower. Best legroom of any narrow bodies in Australia (except REX which use ex-VA planes and are therefore identical). For a 1 hour hop its fine.
In case you forgot VA went into administration and exited with a new owner, Bain Capital.
If you compare the J fares against QF you can see why either, depending on your perspective:
1) QF fares are extortionate;
2) VA product could be better but expect higher fares.
Y is quite basic but the food was never a highlight in Y - rather the fares be lower. Best legroom of any narrow bodies in Australia (except REX which use ex-VA planes and are therefore identical). For a 1 hour hop its fine.
I tend to agree re the staff. They have some excellent people and as you say on a regular route you will see them again and some remember you.
#6
FlyerTalk Evangelist
Join Date: May 2012
Location: Sydney Australia
Programs: No programs & No Points!!!
Posts: 14,203
#7
Join Date: Jul 2008
Posts: 195
Call Centre
I have changed my PER - Vancouver flight from ANA through NRT to VA through BNE. ANA cancelled the flight.
The website says I have to call to select seats on the VA flight. Are there lengthy waits to speak to an agent and if so when is the best time to call?
The website says I have to call to select seats on the VA flight. Are there lengthy waits to speak to an agent and if so when is the best time to call?
#8
Join Date: Jan 2008
Location: YYZ
Programs: All Accor Plat, 1865 Voyager, AE E35K, HH Gold,Hyatt, Hrtz Gold, Marriott Gold, NEXUS
Posts: 1,664
I had to call to select seats on some internal flights a month or so ago, I think I got through right away. I'm not sure what time of day I called.
#9
Join Date: Jul 2008
Posts: 195
#10
FlyerTalk Evangelist
Join Date: May 2002
Location: NC
Programs: AAConciergeKey/1MM, DL DM/2 MM, UA Gold,Hilton Diamond, IHG Plat, Hyatt Globalist, Marriott Titanium
Posts: 11,918
Now, Im wondering about the service on my 6am DRW-ADL...is it gonna be a choice of two hot options? No lounge in DRW anyway at that hour. Then six hours in the ADL lounge, ugh, so hoping the wine is self-serve and the buffet is decent. Not sure what to expect on the shorter ADL-MEL sector, but the prices in business class were certainly not cheap.
#11
FlyerTalk Evangelist
Join Date: May 2012
Location: Sydney Australia
Programs: No programs & No Points!!!
Posts: 14,203
Arrived back from Fiji. The service onboard was wonderful. The meal was great (although I am foodie). If I was travelling on soft product only I would choose Virgin for sure again. However, the no lounge and tv screens in seats is enough to make me choose to use another airline next flight.
#12
FlyerTalk Evangelist
Join Date: May 2012
Location: Sydney Australia
Programs: No programs & No Points!!!
Posts: 14,203
Now, Im wondering about the service on my 6am DRW-ADL...is it gonna be a choice of two hot options? No lounge in DRW anyway at that hour. Then six hours in the ADL lounge, ugh, so hoping the wine is self-serve and the buffet is decent. Not sure what to expect on the shorter ADL-MEL sector, but the prices in business class were certainly not cheap.
#13
Original Poster
Join Date: Aug 2005
Location: Sydney
Programs: VA Platinum, SG Solitaire PPS, Hyatt Lifetime Globalist, Hilton Diamond
Posts: 403
I was in J SYD-BNE-SYD again this week. Food still unimpressive compared to pre-COVID despite every plane being full. For example, dinner was 2 options - parmigana chicken or cheese tortellini. I had the pasta, which came with a single love heart chocolate and a cheese and cracker pack (which have been reduced to three pieces of cheese and three crackers vs Qantas still having 5). Pretty mean and looked it. Wine options were good. Cost was just over $500 each way booked well in advance, circa $879 each way on day. Not cheap but much cheaper than Qantas. I am hoping to see some improvements as margins and competition increases. Mind you only Rex is cheaper in J but don't have the frequency.
#14
Join Date: Jan 2017
Location: SFO/SJC/OAK
Programs: OZ Diamond (*G), KQ Asante Gold (ST+), Hilton Diamond, IHG Diamond, Marriott Gold
Posts: 1,506
I just spent 3 weeks in Australia flying a mix of Virgin and Qantas on a bunch of domestic routes, and let's just say next time I'm in Australia I will ONLY be flying Virgin. Qantas is a national embarrassment, pathetic customer service, nearly every flight late, extremely difficult to deal with on the tickets that were booked as partner awards and had issues.
Virgin on the other hand was a breath of fresh air, both in Y and J. Excellent service, every single flight on time, great lounge experience that included access on arrival. I mean it's just night and day, and when the Qantas fares are so much higher on pretty much every route - I really don't understand why anyone would subject themselves to the torture that is dealing with the Red Roo.
Virgin on the other hand was a breath of fresh air, both in Y and J. Excellent service, every single flight on time, great lounge experience that included access on arrival. I mean it's just night and day, and when the Qantas fares are so much higher on pretty much every route - I really don't understand why anyone would subject themselves to the torture that is dealing with the Red Roo.
#15
Join Date: Nov 2012
Location: BNE
Programs: VA Gold
Posts: 56
Below is a picture from a recent J meal on a morning MEL-ADL flight. Tastier than I expected from the description and came with other accompanying sides that I no longer remember. Was one of two options offered, the other was a Thai curry that I got to experience on a later flight and was disappointed with.