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Horrendous phone call asking for guidance during Covid19
Asked for guidance to handle a domestic flight management after Australian government announced 14 days compulsory quarantine from international flights. The lady on the phone was horrendous and totally apathetic.
Worst experience! Cancelled my booking after i was wanting confirmation i was on the flight
Messaged Virgin as one of the flights i was on was cancelled due to the corona virus. I rang and asked what my options were and we managed to get on a earlier flight same day, next day checked the app and wanted to check in as i was worried the flight would be cancelled again so rang them. The phones lines couldnt get through so messaged them on facebook confirming the flight, so what did they do they cancelled my booking instead, unacceptable! to make such a terrible mistake and already in a stressful situation. I booked with Qantas and it was...a breeze. I will think twice about booking with Virgin again, no where does it say i wanted the booking cancelled, unbelievable... Hi i logged online i see the flight hasnt been cancelled but i cant check in online, can you confirm the flight please? and that my name is down on it? Thursday 26th, 12pm flight Thanks for reaching out. I checked this for you and it had not yet been cancelled. I can confirm that I have cancelled this for you now and apologise for any confusion caused. As we are currently experiencing a higher number of enquiries than usual, please allow 21 business days for your refund to be processed.
Excess fees. Terrible customer service.
Never again Virgin. You took my airfare, I even paid for an upgrade and travel insurance, and all of it is worth nothing. I will NEVER go out of my way to fly with you again. This damn virus changed my plans and your company is ‘out of pocket’ due to people not travelling. Well, I’m sure Dick Branson isn’t short of a dollar huh? Well now I am. To wait 3 hours to try and talk to someone to be told there’s nothing they can do. Except postpone the travel to another date for AN EXTRA $90?!?! Up yours.
I am writing this review whilst onboard a Virgin flight. I booked the flights with my reward points and was happy I had enough points for a few flights.
So with today's flight I had a poor experience before and whilst boarding the flight. I showed my boarding pass for myself and my son and the lady said there should be a separate boarding pass for my son. I told the lady that we had both checked in and had been given that boarding pass. When I checked in online, I had no option to check my son in separately and it created a combined boarding p...ass. It also said we were both checked in. So I had to step aside and look like an unknowing dingbat whilst I waited for everyone else to board the plane. After some time the lady finally assisted us and printed our boarding passes, albeit with an attitude and we then boarded then plane. Not good service obviously. My experience of the flight could have been better The Wi-Fi was slower than dialup and basically useless. Availability of drinks were very limited. Don't expect a basic drink like apple juice or anything similar to be available.
Coronavirus - no refunds
I have a Domestic flight booked to Melbourne and because of the Virus, my trip has been cancelled. I did not take insurance, my ticket is not refundable and I was offered only 1 choice: to re-book my ticket and pay the fees. I am happy to do it but I have no idea when should I book it for. By the time I have changed the date of my flight a couple of time, I would have spent the price of the ticket twice. I understand the rules are the rules, but the rules are made to be broken once in the while to keep your customer happy. It is all about custo...mer service at the end of the day and I was expecting a little more from Virgin. PS I had a similar conversation when cancelling my hotel room with Holiday Inn Melbourne Airport and there were kind enough to refund my money. Who do you think I am going to book again with, when I travel?
No food for Vegans
This was a crappy service, I was told that there wasnt any food for vegans on the plane even after $565 for a ticket. Apparently they are too broke to cater to vegans.
I was told that I'd just have to buy my own meal or go without dinner and this was hours ahead that I rang up to ensure I have a meal for dinner.
They refused to give me refund. So disappointing for such a huge airline to act this way.
Won't even give me a credit
I booked flights with this airline, I have to cancel my current booking, they not only WON"T give me a refund they WON"T even give me a credit towards another flight later in the year at a time when I can actually use the ticket, shameful way to do business, I was honest in ringing them and saying I have to cancel my flight but in hindsight maybe it would have been better of I was a NO SHOW instead, at least I would deserve NOT to get my money back for that, it just goes to show, honesty is not always the best policy otherwise we would be getti...ng the right thing done by us as consumers, and if they are keeping my money from my ticket's they better be spending it on cleaning the planes seat's front and back as last time I flew with them my seat had crumbs on it and the pocket of the seat in front of me had a disgusting piece of used bubblegum stuck to the menu card...DISGUSTING people you should be ashamed of yourselves.
If I could rate it 0 stars, I would.
Absolutely awful airline which cares more about making a buck than it’s actual clientele! You pay what seems like a lot more (as opposed to Jetstar/Tigerair) for LESS. Rotten service.
Will never fly Virgin Australia again!
I flew Virgin Australia last year and it was the worst flight I have ever experienced!
We were seated in the row directly in front of the emergency exit rows and as such our seats did not recline. Behind us were 2 emergency exit rows - and all 12 seats were completely empty!
So we asked the attendant if it would be OK for us to move one row back for greater comfort, to which she said we could not because “those seats are more expensive”.
So, instead of sitting in a more comfortable, empty space, we were forced to sit in seats with so little ...leg room, that did not recline, with the seats directly in front of us fully reclined, making our journey all the more uncomfortable. And to add insult to injury, I was unable to use my tray table as it was disgustingly grubby. We brought this to the attention of the flight attendant during food service, who didn’t do anything about it.
Customer service was appalling. Lack of care and compassion was less than a 1 star. Wish I can rate even lower
Lack of care, empathy and flexibility towards guests.
Many situations where flights have been cancelled or delayed and customers have to be ok with it.
Today I was physically at the gate, already checked in.
I did not hear the announcement for boarding although physically at gate.
Somehow missed my flight. Instead of putting me on next flight, said you have to purchase another ticket at 250 one way.
You have a guest at airport. An empty seat. Guest paid and checked in on time.
Why not just put on the next flight...
Paid for the next flight 250, then the flight got cancelled and pushed back 2 hours.
No compensation from their part......
- Verified customer
Worst Airline in Australia
Please do not fly with them. My flight experience was the worst I ever had, weeks ago I took a flight with them which I now regret, I found my bag was opened and I realized several items were stolen, what was even worse, the employees give me inaccurate information about what I should do to recover my things, they give me a phone number which nobody answers the phone. Even worse, they suggested to me go to the police in order to report the missing baggage. I spend a lot of time trying to do it, the officer said to me the problem was a matter of the airline and the airline has the responsibility for transporting my baggage without any problem. They still don't answer my calls and my emails. Please do not fly with them
If given the choice go Qantas!
I normally fly Qantas work work (2-3 times a month domestically) however this time I was put on a perth - syd flight on virgin. Wow the difference is amazing. Its a long flight! But virgin gives you the smallest serve of food - certainly not enough to get your through the flight. On the same syd- perth flight qantas always has plenty of food and unlimited alcohol where as on virgin you have to pay for alcohol after one glass!!!! But I was so so hungry on the flight! It was terrible (and I’m a petite female - cant imagine if I was a male how sta...rving I would be!) there was also no screens! And no wifi. It was a total shock! I guess I am used to Qantas and the excellent experience you always have with them! Also check in was so awkward. The machine couldn't scan my tag so it took like 20 minutes for me to even find a staff member to assist (i am 25 and work in IT - I have no problem using qantas’s self check in system)
Great airline and partners!
Always a pleasure to fly with virgin ive been flying for years and maintain my platinum status as they offer the best inhouse expereince when flying and friendly staff to accomodate my needs
Avoid virgin aus if possible!!
Our first time flying with virgin aus and will definitely be our last. Customer service is appalling and wait time is ridiculous. We flew with tiger air with our 5 month old and enjoyed it more than virgin aus.
Non Vegetarian Food Only
Virgin strictly can't offer Vegetarian food from Perth to Port Hedland for frequent flyer.
They have one and only non veg food option even though you request 20 days prior of boarding
Great Airplane to fly on nice and cheap and friendly staff and helpful and always on time
Great Airplane to fly on nice and cheap and friendly staff and helpful and always on time and dose not always delay and food is great and great maintenance and nice and clean
Most unpleasant experience in 20+ years of flying
Flight delayed by 15 minutes increments over a period of nearly four hours. Misleading information and rude staff. Very filthy airplane. Made to wait on the plane for additional half hour. Appalling. Will avoid flying with Virgin at all costs.
- Verified customer
Waiting on refund for over 2 months
I booked a ticket for one of our staff through a 3rd party booker. When she went to the airport for the flight she was told that there was no flight for her, despite her showing the confirmation papers with booking number for both Virgin and the 3rd party booker. Virgin made her pay for another flight at the gate.
I am trying to get a refund as we are not paying twice for the same flight. The Virgin Customer Service team can now find the original booking but cannot find the new booking they made her pay for at the gate. They also did not giv...e her a receipt at the gate nor try and sort out why they couldn't find booking number. I have called and emailed on many many occasions. This has been going on for 2 1/2 months and I am getting no resolution from Virgin. Poor poor customer service. Still waiting on a refund.
Still waiting on my refund
I booked a return business class flight from Brisbane to Perth and cancelled on the day of my travel, 21 November 2019. The reservation department in the Philippines assured me it was fully refundable and would be credited back with 21 days. (I am a velocity member)
I called again on the 28 December requesting my refund of $3,473.61 and was put on hold while they checked with the accounts department - on their return to the call I was told it would be another 3-5 days.......
I called AGAIN on 6th January and was put through to the supervisor...
I never take this plane for the last time three years ago. It was from Sydney to Melbourne. rude remarks, attitudes to passengers, etc
I don't think the attendance service education is enough. They do not seem to be aware of what industry they are in. I've been on airplanes in many countries, but it was my worst experience.
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