Cases

00432737
Dear Mr. Draca,

Thank you for your feedback regarding your recent experience with Virgin Australia.
We pride ourselves on our customer service and place great importance on the way our
team interacts with our guests. As such, it is an absolute pleasure to receive your
words of praise regarding the level of service provided by our Brisbane ground crew
when you were trying to locate your baggage.
We like to celebrate our team members who go above and beyond when it comes to
exceptional service. With this in mind, I have shared your feedback with the
relevant management team to ensure that the team members who were on duty during
the day are recognised for their efforts.
With regards to your desire to gift the ground crew who were on duty for Flight VA -473
copies of your CDs, I have taken the liberty to forward this email to the relevant team in
Brisbane airport regarding your desire. The assigned team will be the one to get in
touch with you directly.
Mr. Draca, I would like to thank you for taking the time to share your feedback with us
and we look forward to welcoming you back onboard in the near future.
Kind regards,
meegen.burston@virginaustralia.com
00432744
Dear Ms. Dixon,
Thank you for your feedback and taking the time to let us know of your recent
experience with us.
I would like to take this opportunity to offer my sincere apology for any inconvenience
caused as a result of your recent flight disruption from Brisbane to Gladstone last 20 th of
September 2015.
Please rest assured the decision to reschedule a flight is not taken lightly as it
significantly affects many of our guests and our network overall.
Virgin Australia currently has the leading on time performance domestically within
Australia and I would like to apologise if this was not indicative of your experience.
After further investigation, I can confirm that your flight VA1719 to Gladstone was
disrupted due to an operational requirement and we regrettably had no other option but
to delay your service.
Whilst remaining apologetic to your experience, I regret to advise that I am unable to
meet your expectation for your refund request in line with our Standard Disruption
Guidelines. I sincerely apologise for any further disappointment this may cause.
In light of your experience and as a gesture of goodwill, I would like to offer you 25,000
Velocity Points for the value of your fare from Brisbane to Gladstone. These points can
be redeemed at your own convenience and are available immediately.
I would like to extend my sincere apologies that we have not met your expectations on
this occasion if it appears to you that there is a considerable decline in our customer
service and consistency of information provided over the phone and at the airport.
Exceptional customer service is at the heart of our airline and we recognise that the way
in which our team interacts with our guests is fundamental to ensuring an enjoyable
experience.
Please rest assured your comments in relation to any disruption management handling
will be forwarded to the relevant airport manager via our comprehensive reporting
system for their internal review.
Ms. Dixon, I would like to thank you for taking the time to bring this experience to our
attention and I look forward to hearing from you at your earliest convenience.
Kind regards,
00432753
interaction with us.
experience.
It is concerning to learn that the information on the itinerary of Mr. Morris has been the
cause of his confusion which resulted to him missing his flight. In addition, I would also
like to apologise about Mr. Morris being unable to check-in online and if his interaction
with the ground crew appeared to be unsatisfactory. For this reason, I would like to
extend my sincere apologies that we have not met you and your clients expectations on
this occasion.
After further investigation, I can confirm that Mr. Morris was tagged no show for his flight
VA806 last 28th September 2015 which is scheduled to depart at 0645. Also, I have
checked the notes that Bernadine placed in the reservation about your interaction with
her and I have seen the file that you have attached about your correspondence with Mr.
Morris.
meet his expectation requesting for a credit in line with our Conditions of Carriage. I
sincerely apologise for any further disappointment this may cause.
In light of his experience and as a gesture of goodwill, I would like to offer him 10,000
Velocity Points for the value of your fare from Sydney to Melbourne. These points can
be redeemed at his convenience and are available immediately.
Mrs. Baker, we are continuously evolving, improving and developing our service
standards to ensure that our team is able to provide all of our guests with the best
experience possible. With this in mind, your specific concerns have been shared with
our Ground Operations management team in Sydney airport via our comprehensive
reporting system for their internal investigation and review. This will ensure our team
members receive further training and coaching where necessary.
I would like to thank you for taking the time to bring this experience to our attention and I
look forward to hearing from you and him at your earliest convenience.
00432778
Alexandra Brown
Dear Ms. Brown,
experience with us.
caused as a result of your recent flight disruption. Please rest assured the decision to
reschedule a flight is not taken lightly as it significantly affects many of our guests and
our network overall.
After further investigation, I can confirm that your flight from Canberra to Sydney last
26th September 2015 was disrupted due to an engineering requirement and we
regrettably had no other option but to reschedule your service.
I can advise that Virgin Australia is currently the leading airline for on time performance
within domestic Australia, and I do apologise this was not indicative of your experience.
Ms. Brown,as for the lack of communication, Virgin Australia will endeavour to make
contact with all guests regarding delays or cancellations as early as possible, however,
there may be instances that the delay is being advised within the 24 hours prior to your
departure. Keeping our guests informed is a top priority and I do apologise in the event
you felt our communication was not satisfied in this instance.
Whilst the disruption is certainly regretable, there is still an expectation that our ground
crew provide outstanding customer care, so it is concerning to learn of your
dissatisfaction on this occasion.
We are continuously evolving, improving and developing our service standards to
ensure that our team is able to provide all of our guests with the best experience
possible.
Ms. Brown, please rest assured all feedback provided by our valued guests is an
integral part of our business improvement plan. As such, your individual comments have
been distributed to the relevant managers within the airline via our comprehensive
feedback reporting system. This will enable them to examine our processes and policies
in these situations, and deliver any coaching or feedback they deem necessary.
I once again apologise for any inconvenience caused as a result of this experience. I do
hope you will give us an opportunity to welcome you back on board one of our flights in
the near future to rectify any poor impression gained on this occasion.
00432902
Dear Mr. Reslan,
experience with us.
experience. For this reason, I would like to extend my sincere apologies that we have
not met your expectations on this occasion.
As Virgin Australia has an expectation that our ground crew provide outstanding
customer care, it is concerning to learn of your dissatisfaction in the level of service
provided for your flight from Perth to Sydney.
Mr. Reslan, we are continuously evolving, improving and developing our service
experience possible.
In addition, I can advise that we are continuously looking at ways to enhance our
product offering, and I can assure you that changes are directly influenced by your
feedback as our valued guest.
With these in mind, your specific concerns have been shared with the relevant
management team via our comprehensive reporting system for their internal review.
This will ensure Michelle receives further training and coaching where necessary.
hope you will give us the pleasure to welcome you back on board one of our flights in
00432934
Dear Mrs. Panarello,
experience with us.
Virgin Australia offers a range of fares to ensure we are able to meet individual
requirements and I apologise if the Fare Rules which includes baggage allowance and
restrictions applicable to your ticket on this occasion did not meet your expectations.
After further investigation, I can confirm that that your two bags have exceeded the 23
kilograms per baggage. Should any guests exceed the 23 kilograms in one bag will be
charged of the overweight fee at the airport. As a result, I can see that you were
charged of the $70.00 AUD overweight fee per baggage. I regret to learn that this policy
has not met your expectations on this occasion.
To ensure our guests can make an informed purchase, details regarding our fare types
and applicable limitations are available on our website and through our team in the
Guest Contact Centre, and must be accepted before a booking is finalised. These
conditions are essential to ensure our fares remain competitive.
For future reference, I have added the link of this information from our website for your
convenience.
http://www.virginaustralia.com/au/en/plan/baggage/checked-baggage/
I can advise that we are continuously looking at ways to enhance our services, and I
can assure you that changes are directly influenced by the feedback we receive from
you as our valued guest.
the near future.
00433334
Dear Ms. Shih,
experience with Virgin Australia
caused as a result of this flight reschedule.
After further investigation, I can confirm that your flight from Los Angeles to Melbourne
via Brisbane was revised due to operational requirements and we regrettably had no
other option but to reschedule your service. These operational requirements primarily
include safety considering the fitness of the scheduled aircraft to be used on the actual
flight.
Ms. Shih, as the feedback provided by you as our valued guest is an integral part of our
continued growth and development, please rest assured that your individual comments
will reach the Operations management team within the airline via our comprehensive
reporting system for their internal review.
meet your expectation requesting for a compensation line with our Conditions of
Carriage. I sincerely apologise for any further disappointment this may cause.
I do hope you give us an opportunity to welcome you back on board to one of your
upcoming flight as seen in your booking and other flights in the near future.
Kind regards,
00433337
GCC.ServiceDeliveryhub@virginaustralia.com
experience.
After further investigation, I can confirm that your flight from Los Angeles to Melbourne
via Brisbane was revised due to operational requirements and we regrettably had no
include safety considering the fitness of the scheduled aircraft to be used on the actual
flight.
Mrs. Daly, I have taken the liberty to forward your email to the relevant team who will get
in touch with your directly.
Furthermore, I understand that this is an urgent concern since your scheduled flight out
of Los Angeles is scheduled to depart on the 8th of October 2015. With this in mind, you
are much welcome to call our Guest Contact Centre to further assist you in changing
your flight to any available and suitable flight for you in line with our Standard Disruption
Policy. Since you will be dialing from the United States, please call 1855 253 8021 or
refer to our contact us page in the link below:
http://www.virginaustralia.com/au/en/help/contact-us/
Please note that the seats to our flights are subject to availability.
the near future.
00433338
Dear Ms Royston,
experience with Virgin Australia.
It is with regret to learn that we have not met your expectations with regards to your
seating arrangement on your flight from Sydney to Los Angeles.
Whilst I sincerely apologise for any disappointment this has caused, we are unable to
guarantee a specific seat selection as it may need to be changed for a number of
reasons, including safety and operational requirements.
After further investigation about your specific case, I can advise that the reason why
your seats were altered was due to the rescheduling of the flight primarily because of
the required maintenance of the scheduled aircraft that we normally use to fly from
Brisbane to Los Angeles direct.
In addition, I have checked the seat map of your flight from Sydney to Los Angeles and I
have seen the available seats for pre-allocation. I have noticed that you won the
upgrade me premium bid and that the configuration of the seats in business cabin is
different from the premium economy cabin which you have originally booked.
Upon investigating, there are people who have pre allocated specific seats prior to the
rescheduling of the Brisbane to Los Angeles flight on which you were originally booked.
For this reason, as much as I would like to put you on the seat suitable for couples, we
cant remove passengers on the specific seat that they have pre allocated unless there
are a compelling reasons to do so such as, but not limited to, changes to the aircraft,
disruptions where we are forced to distribute passenger onto another flights and other
compelling reasons.
Ms Royston, as part of our endeavor to provide you the seat that you preferred, may I
ask you to ask assistance from our ground crew and/or cabin crew, when you check-in
at the airport, that if in case there will be people who will not show up to their flight, and
your preferred seats will be vacant, that they will be able to put you on the preferred
seat. Please note that this particular action and suggestion is not guaranteed because
of the same reason stated above.
The concerns you have raised have been shared with our Ground Operations
management team via our comprehensive reporting system for their internal
investigation and review.
Once again, we appreciate the time taken to bring this experience to our attention and
we look forward to the opportunity of welcoming you on board in the near future.
I would like to take this opportunity as well to congratulate you in your upcoming
wedding day. I wish all the best for you and your Husband.
Kind regards,
John Matthew
00433345
Dear Mr. Sear,
caused as a result of your recent flight disruption from Los Angeles to Brisbane.
Please rest assured that the decision to reschedule a flight is not taken lightly as it
After further investigation, I can confirm that your flight was changed due to operational
requirements and we regrettably had no other option but to reschedule your service
from Los Angeles to Brisbane. These operational requirements primarily include safety
considering the fitness of the scheduled aircraft to be used on the actual flight.
Furthermore, I have seen your reservation and the interaction you had with the Guest
Contact Centre team. Based on the remarks on the booking, I noticed that your travel
agent called us twice on the 6th of October 2015 at around 9:00 am Brisbane time. Your
travel agent was able to speak to two different team members and our team was able to
advise the travel agent twice, that hotel accommodation will be provided to the
passengers affected by this particular service disruption. I have checked that you are
covered by this policy and that you are entitled to have an accommodation at our
expense.
I would also want to take this opportunity to extend my sincere apology for the
miscommunication that happened between you and the first Guest Contact Centre team
members whom you may have spoken with.
In light of the circumstances, I will assess any of your claims for reimbursement of your
further expenses which is caused by this disruption. Please provide your supporting
receipts via return email, along with the following bank account details:
Account Number:
BSB:
Account Holder:
Bank Name:
Please note that the decision to accept receipts is a commitment to assess your request
and does not guarantee that a payment will be forthcoming.
Upon receipt of the required information, your claim will be assessed in line with our
Guest Compensation Policy and we endeavour to advise the outcome of your claim as
soon as possible.
Once again, I apologise for any inconvenience caused as a result of this experience,
and I look forward to hearing from you at your earliest convenience.
Kind regards,
John Matthew
00433355
Dear Ms Green,
caused as a result of your recent flight disruption from Sydney to Los Angeles.
After further investigation, I can confirm that your flight was changed due to operational
requirements and we regrettably had no other option but to reschedule your service
from Sydney to Los Angeles. These operational requirements primarily include safety
considering the condition of the scheduled aircraft to be used on the actual flight.
Ms. Green, I would like to say that we definitely value you as our member and as such
Im willing to take this further.
To better assist you, may I ask you to attach and forward to me via reply email, the
itineraries and/or the tickets of the flight that you were supposed to miss or have missed
as a result of the flight disruption from Sydney to Los Angeles.
Please note that the decision to accept such itineraries and/or receipt is a commitment
to assess the totality of the situation and inconvenienced caused by the disruption and
the acceptance does not guarantee anything in return.
Upon receipt of the required information, the situation will be assessed in line with our
Guest Compensation Policy and we endeavour to advise the outcome of the said
assessment as soon as possible.
In addition, the feedback provided by you as our valuable guest is an integral part of our
continued growth and development; please rest assured that your individual comments
as our valued member have been distributed to the Operations management team
within the airline via our comprehensive reporting system for their internal review.
Ms. Green, I apologise once again for any inconvenience caused as a result of this
experience, and I look forward to hearing from you at your earliest convenience.
00433422
Dear Ms. Jefferies,
caused as a result of this flight reschedule and how our in-flight entertainment and the
cleanliness of the aircraft affected your impression to us and your travel experience in
its entirety.
Please rest assured the decision to reschedule your flights is not taken lightly as it
After further investigation, I can confirm that your flight was revised due to operational
requirements and we regrettably had no other option but to reschedule your service.
These operational requirements primarily include safety considering the condition of the
scheduled aircraft to be used on the actual flight and among other reasons.
As for the in-flight entertainment, I like to apologise because there may be lack of
communication as to how our in-flight entertainment system works. Regarding the
cleanliness of the aircraft, I would like to apologise because there may have been
shortcomings on the part of our ground and cabin crew who were on duty at that time.
Ms. Jefferies, the feedback provided by you as our valued guest is an integral part of
our continued growth and development, please rest assured that I have distributed your
important comments to the operations management team, specifically in Melbourne and
in Perth airports via our comprehensive reporting system for their review.
Overall, I would like to say that despite of the several apologies that I have asked, I
know that we cannot go back to the things that already happened. With these things in
my mind, Id like to ask for another chance of having the pleasure of welcoming you
back on board in one of our flights in the near future. to rectify any poor impression
gained on this occasion.
00433445
Dear Mr. Goodwin,
Thank you for your feedback and I do appreciate the time taken to advise us of your
recent experience with Virgin Australia.
I would like the address several issues that I have identified in the complaint you have
filed on our website and I hope that as I address it, it will be of assistance and
satisfaction to you.
First is about the fare rules of the ticket that you have purchased to fly from Melbourne
to Orlando and return. Upon checking your reservation, I discovered the following:
a.) That fare that you purchased is a saver fare and in line with our change fees
published on the website, the kind of saver fare that you purchase will require
you to pay $200.00 AUD per person plus any fare difference. Thus, this will
initially give you a starting cost of $600.00AUD upon intending to change the
flight.
b.) Aside from the change fee, there is another charge that may additionally be
incurred upon changing your itinerary and that is the actual fare difference.
Whenever we alter flight schedule upon the voluntary request of our guests,
we are required to re issue the ticket based on the current price of the new
flight. Current price means the price of the flight at the precise time when you
are changing your flight. If we found out that the new flight is more expensive
than your original flight, we have to collect any fare difference plus the
applicable change fee. If there is no fare difference, we will just collect the
applicable change fee if there is any. Please note that as the seats sell up, the
price goes up.
I discovered that that your tickets are booked in a way in which the departing
flight and your returning flight cannot be broken and is treated as a one whole
thing. Explaining this further, if you want to make a change, whether it be a
date, time, origin or destination, we cannot help you to do so if we will not
take the fare difference between the whole old price of your flight from
Melbourne to Orlando and the new flight you want from Adelaide to Orlando.
We cannot just simply take the fare difference of your domestic flights
because the ticket is treated as one whole international fare and cannot be
broken. Same logic will apply for the return flight. Please note that the fare
difference is charged per person.
As a result of the above fare rules, you may have been quoted such amount to change
the flight due to the increase of the current fare difference from Melbourne to Orlando
and back.
Second is about the previous complaint that you have sent to us. I reviewed the
complaint and the response to it and I would like to extend my sincere apology if the
response appeared to you as an inadequate one.
Lastly, I would like to address the part of your complaint about adding on a booking to
an existing booking. Our booking system was designed in such a way that we wont be
able to insert a booking in an existing one. If you have booked a separate ticket from
other airport to fly to Melbourne, and you are looking for a possibility of having your
bags be checked through to your final destination, as much as we would like it to
happen, we are unable to do so because you have two separate ticket numbers and
bookings and each booking requires check-in. We have to strictly observe this so we
wont be violative of the applicable airline industry processes.
Mr. Goodwin, I hope that my explanations with the above issues are of assistance to
you.
I would like to acknowledge you as our member and say that we value you as our
member together with your family. Please allow us to have another chance of pleasure
in welcoming you on board on your return flight and other future flights.
Dear Team,
The below feedback has been received through the Guest Relations Department.
May I please request your assistance reviewing this feedback and providing any
information that will assist us in our response?
In summary of the complaint, it appears that the passengers had to pay for a whole new
ticket with other airline because they missed the flight. The reason why they missed the
flight is allegedly lack of attention and service of our ground crew with regards to them
checking in their baggage for the flight Gold Coast to Melbourne last 19 th September
2015.
Please reply to this email and your information will be attached to the case for us to
further review.
Thank you.
The feedback details are:
Guest Name: Mrs. Lisa Le
Guest Contact numbers: 61434138888
Guest Email: lisadlmg@gmail.com
Guest Velocity number:
Guest Velocity Tier:
Reservation Number: JVFLLO
Flight Date: 9/19/2015
Flight Number:VA0746
PIR Type:
PIR Number:
Feedback Type: Complaint
Feedback Date: 10/5/2015
Feedback Airline: VAA
Feedback Subject: Flight VA0746 to Melbourne, Booking Code JVFLLO
Feedback Details: Please refer to the our flight VA0746 to Melbourne, Australia was
leaving Gold Coast, Australia on 19 Sep 2015 at04:50 PM.; with the booking code
JVFLLO, and further details as attached file.
I would like to make a complaint about the mentioned flight above.
We actually were present at the Gold Coast Airport around 4pm on 19/9/2015. We could
see how busy you were at that time: with the long queue customers ; however there
were only one lady and one gentle man served at the luggage drop off and check in
counter, other lady served at business/ priority counter; and no one at the customer
service counter. We were waiting in the while in the queue, and we have check in
ourselves via our iPhone/ internet. After check in, we were hurry to priority line as no
customer waiting there, and hopefully we could drop off the luggage bags before it's too
late. The lady came forward to ask me for the flight, but she did not serve us. Later on,
the gentle man asked us for the flight and advised the luggage section just has closed
(??!!). We were sock and complain about the happening. However the gentle man
asked us continually waiting in a bit more as they had to finish the service for the current
flight to Sydney. After the waiting, we were advised that there was no any flight to
Melbourne as your service was closed early on Saturday (??!!), we have to wait until
tomorrow morning, or flight with other flight company otherwise. We were really
disappointed and devastated, but we have to try our best to find other flight e.g Jetstar
(details & receipt attached) as we have 2 kids have to look after.
We are your customer in many years and please so far with your services, but we have
to make the complaint this time. We wonder how we have to claim the fees back of the
mentioned flight above, and how do you support to repay for the Jetstar fees back??
Thank you for your assistance.

Case Owner: GCC MNL User #8
Dear Mrs. Le,

experience with us.
For us to be able to take your case further, I will need to gather information from the
relevant department and team. As soon as I gathered the required information, I will
endeavor to update you with the relevant information and decision.
Mrs. Le, I would like to extend my apology for any inconvenience caused as a result of
this experience and I do hope you will give us an opportunity to welcome you back on
board one of our flights in the near future.
00433469
Dear Mr. Roberts,
Please rest assured the decision to reschedule your flights is not taken lightly as it
After further investigation, I can confirm that your flights from Melbourne to Launceston
and return were revised due to operational requirements and we regrettably had no
include safety considering the condition of the scheduled aircraft to be used on the
actual flight and among other reasons.
In addition, I would like to extend my apology on the issue about the number of cabin
crew that you mentioned in your complaint. It is very important to have enough number
of cabin crew in every flight for safety reason and as part of our standard operating
procedure. The number of cabin crew in every flight is required to be met for industry
compliance. Thus, we are unable to fly unless this particular requirement is met.
Mr. Roberts, I would like to say that despite of the several apologies that I have asked, I
my mind, I am hoping that you will give us another chance of having the pleasure in
welcoming you back on board in one of our flights in the near future to rectify any poor
impression gained on this occasion.
I apologise once again for any inconvenience caused as a result of this experience.
00433484
Dear Ms. McCarthy,
caused as a result of this flight reschedule. Please rest assured the decision to
After further investigation, I can confirm that your flight from Melbourne to Los Angeles
via Sydney was revised due to operational requirements and we regrettably had no
include safety considering the condition of the scheduled aircraft to be used on the
actual flight and among other reasons. As much as we would like to continue the
service, we are unable to do so as this will put the safety of everyone in the flight
compromised.
I would like to apologize also if the time time when communication was sent to you
appeared delayed. We always endeavor to send the notification as soon as the decision
is made when it comes to re scheduling a particular flight. The decision cannot be made
impulsively and may take time as it is influenced by several factors such as the effect of
the re scheduling to the passengers and our network.
After further review of the totality of the situation, as part of our Guest Compensation
Policy, I am willing to add 5,000 velocity bonus points in your velocity account as
compensation.
Also, I would like to address your friends complaint in this response. However, I dont
have the full details of their reservation. If I may ask you to ask your friend to lodge a
separate feedback like the one you did so we can evaluate the specific situation. Please
include on the email the airline reservation number (6 Capital Letters) and the e-ticket
numbers which is a 13 digit numbers normally starts with 795.
I cannot guarantee that your friends complaint will be evaluated in the same way as
yours as we evaluate complaints in a case to case basis and in line with the applicable
policies we have in place.
Ms. McCarthy, I would like to say that despite the several apologies that I have asked, I
understand that we cannot go back to the things that already happened. With these
things in my mind, I am hoping that you and your friend will give us another chance of
having the pleasure in welcoming you back on board in one of our flights in the near
future to rectify any poor impression gained on this occasion.
look forward to hearing from you at your earliest convenience.
00433494
Dear Mr. Timms,
It is with regret to learn that we have not met your expectations with regards to our
product offering on your recent flight from Brisbane to Perth as well as how the aircraft
itself appeared to you. I sincerely apologise for any disappointment this has caused.
I can advise that we are continuously looking at ways to enhance our product offering,
and I can assure you that changes are directly influenced by your feedback as our
valued guest.
I have shared your substantial and important comments with our Product and In-flight
Experience management team in Brisbane airport via our comprehensive reporting
system for their internal investigation and review. This will ensure that the cabin crew
who was on duty during that flight will receive further necessary training and coaching.
Mr. Timms, I would like to say that despite the several apologies that I have asked, I
things in my mind, I am hoping that you and your friends will give us another chance of
having the pleasure in welcoming you back on board in one of our flights in the near
future to rectify any poor impression gained on this occasion.
Once again, thank you for taking the time to bring this experience to our attention.
00433517
Dear Mr. MacCallum,
caused as a result of your recent flight from Gladstone to Brisbane.
Please rest assured the decision to delay the flight is not taken lightly as it significantly
affects many of our guests and our network overall.
After further investigation, I can confirm that your flight from Gladstone to Brisbane last
28th of September was delayed due to an operational requirement and we regrettably
had no other option but to delay the service.
With regards to your refund request, unfortunately, I was not able to have enough
information to assess your request. This is primarily due to the reservation number that
you have provided herein is not finding any match in our records. I am unable to merely
search for your name as this will be in violation of our privacy and security policy.
May I ask you to look for another reservation number which is composed of 6 letter
codes and does not have numbers on it. Please include the electronic ticket numbers
(e-ticket) which is composed of 13 digit numbers and send it to me via reply email. This
is essential because your booking will be the first point and basis of our assessment
regarding your request.
However, please note that the decision to accept the required above information is a
commitment to assess your request and does not guarantee that a payment will be
forthcoming.
Mr. MacCallum, please rest assured your comments in relation to any disruption
management handling has been forwarded to the relevant airport manager via our
comprehensive reporting system for their internal review.
I once again apologise for any inconvenience caused as a result of this experience and
I do hope you will give us an opportunity to welcome you back on board one of our
flights in the near future.
Kind regards,
John Matthew
00433582
Dear Mrs. Horsewood,
caused as a result of the instance that happened when you missed the flight.
Whilst we would like to assist you further, your booking belongs to Third Party Company
and is governed by their Terms and Conditions. Any booking done through a Third Party
Travel Agent's own online booking Website, belongs to that travel center, and can only
be accessed through them.
For this reason, I am unable to assist you with regards to your request in reducing the
cost of the purchased flights. May I advise you to get in touch with the company whom
you booked the flight with as they are in the best position to disclose important details in
your booking and may have further options that can be offered to you. Please note that
contacting the third party company whom you booked the flight with does not guarantee
any favorable results as they have their own policies.
Mrs. Horsewood, I apologize I cannot be of more assistance to you, as I cannot take
over ownership, nor breech confidentially of their costs, as the paid reservation belongs
to the Agency with whom you purchased your flights.
I once again apologise for any inconvenience caused as a result of this experience.
Kind regards,
00433590
Dear Mr. Harris,
I would like to extend my sincere apology if it appeared that the cabin crew whom you
had interaction with during your flight from Gold Coast to Auckland did not appropriately
respond to your specific concerns and made you feel worry about safety during take off
and landing.
As Virgin Australia has an expectation that our cabin crew provide outstanding customer
care at all times, it is concerning to learn of your dissatisfaction in the level of service
provided.
After further investigation, I can confirm that your flight was disrupted due to an
engineering requirement and we regrettably had no other option but to reschedule your
service. These operational requirements primarily include safety considering the
condition of the scheduled aircraft to be used on the actual flight and among other
reasons. As much as we would like to continue the service, we are unable to do so as
this will put the safety of everyone in the flight compromised.
Mr. Harris, the feedback provided by you as our valued guest is an integral part of our
continued growth and development, please rest assured that I have distributed your
important comments to the operations management team, specifically in Gold Coast
airport via our comprehensive reporting system for their review. This will ensure that the
cabin crew who is on duty that day will receive further training and coaching.
With regards to your concern regarding the meals, I would like to investigate this
thoroughly. May I ask you to reply to this email with your electronic ticket (E-ticket)
numbers which is a 13-digit long numbers together with your Virgin Australia airline
reference code which is composed of 6 capital letters? This is essential because your
booking will be the first point and basis of our assessment regarding your feedback as
far as meals are concerned
Mr. Harris, I would like to thank you for taking the time to bring this experience to our
attention and I look forward to hearing from you at your earliest convenience.
Kind regards,
00433621
Dear Mr. Gebremariam,
It is with regret to learn of the surrounding circumstances why you missed your flight
and I do hope your daughter has made a full and speedy recovery.
Mr. Gebremariam, as I am sure you can appreciate many people are required to alter
their travel arrangements for a variety of unexpected and difficult circumstances and
while we would like to offer assistance for every eventuality, we must follow certain
guidelines to remain fair and equitable to all our guests.
In addition, I would like to apologise for the inconvenience caused if it appeared to you
that our online check-in system was not working at the precise time when you were
trying to use it and when your bag was lost and that you had to wait for over an hour
while the cabin or ground crew locate your bag.
experience. For this reason I would like to extend my sincere apologies that we have
Mr. Gebremariam, please rest assured all feedback provided by you as our valued
guest is an integral part of our business improvement plan. As such, your individual
comments have been distributed to the relevant managers within the airline via our
comprehensive feedback reporting system. This will enable them to examine our
processes and policies in these situations, and deliver any coaching or feedback they
deem necessary to the team members who were on duty at that time.
I apologise once again for this disappointing experience and sincerely appreciate the
time taken to bring this to our attention. I can only hope that you will still give us the
pleasure to welcome you on back on board in the near future to rectify any poor
Kind regards,
00433679
Dear Mr. Haines,
As Virgin Australia has an expectation that our Guest Contact Centre agents provide
outstanding customer care at all times, it is concerning to learn of your dissatisfaction in
the level of service provided.
meet your expectation regarding your recompense request in line with the fare rules of
your ticket and because the policy that seats for sale are subject to availability. I
However, in light of your experience, I would like to offer you 5,000 Velocity points. If
you are already a Velocity member, please advise your membership number so I can
apply the points to your membership for immediate access. If you are not already a
member, you can join our Frequent Flyer program by clicking the below link which will
direct you to our Frequent Flyer program subscription page:
http://www.velocityfrequentflyer.com/content/ProgramBenefits/JoinNow/index.htm
You will need to submit the required information. At the end of this process a
membership number will be issued to you. Please then provide your membership
number via return email to me and I will add the Goodwill points offered, to your new
Velocity membership
Mr. Haines, the feedback provided by you as our valuable guest is an integral part of our
as our valued member have been distributed to the Guest Contact Center management
team within the airline via our comprehensive reporting system for their internal review.
This will ensure that the agent whom you spoke with will receive further training and
coaching.
time taken to bring this to our attention. I can only hope that you will still give us the
pleasure to welcome you back on board on one of our flights in the near future to rectify
any poor impression gained on this occasion and I look forward to hearing from you at
your earliest convenience.
Dear Mr. Hengst,

words of praise regarding the level of service provided to your flights from Sydney to
Canberra return.
exceptional service. With this in mind I have shared your feedback with the
relevant management team to ensure that the specific team members who were on
duty at that time are recognised for their efforts.
With regards to your concern about our baggage policy, I would like to extend my
sincere apology if our policy made you worry during check-in and in the future. I would
like to briefly discuss our baggage policy and hope that this will address your worry in
the future.
Generally, our baggage is counted by number of piece per passenger instead of number
of weight. Since we count it by number of piece, each piece should not exceed 23kilos
otherwise the piece that exceeds 23kilos will be considered overweight and will be
charged an applicable overweight fee at the airport.
The exception to the above rule is when you are travelling with us on an international
long haul flights which is normally operated by Singapore Airlines for example.
Singapore Airlines baggage policy is different from ours but because of agreement we
adopted their baggage allowance so we can be more flexible to our guests who are
travelling with flights operated by Singapore Airlines. This exception is only applicable
provided that all flights are under a single reservation and ticket number and not
separated from each other.
For more information about our baggage policies, please refer to the link below:
Virgin Australia Baggage Policy.
Alternatively, you are always welcome to contact our Guest Contact Centre to have an
expert advice regarding our baggage policy so we can be of assistance to you as you
plan your trip. You can call them at 136-789 and they are available 24/7 to assist you
with any enquiry. Or you may refer to our Contact Us page in the below link:
Contact Us.
Mr. Hengst, once again, I would like to thank you for taking the time to share your
feedback with us, and we look forward to welcoming you back onboard in the near
future.
00433754
Dear Mr. Markwell,
As Virgin Australia has an expectation that our Guest Contact Centre agents provide
outstanding customer care at all times, it is concerning to learn of your dissatisfaction in
the level of service provided.
I would like to extend my sincere apology about the length of time you had over the
phone with one of our agents and if it appeared that we became dishonest to you in
setting up your expectation about the amount of refund.
Also, I would like to apologise for any inconvenience caused by the failure of our
website to properly function on your end during the time when you need it to book
flights.
Mr. Markwell, we are continuously evolving, improving and developing our service
experience possible. With this in mind, your substantial and valuable feedback has
been shared with our Guest Contact Centre management team via our comprehensive
members receive further training and coaching where necessary.
In light of your experience, I would like to offer you 2,500 Velocity points. If you are
already a Velocity member, please advise your membership number so I can apply the
Goodwill points to your membership for immediate access. If you are not already a
member, you can join our Frequent Flyer program by clicking the below link which will
direct you to our Frequent Flyer program subscription page:
Velocity membership.
Mr. Markwell, I would like to say that despite the several apologies that I have asked, I
things in my mind, I am hoping that you will give us another chance of having the
pleasure in welcoming you back on board in one of our flights in the near future to
rectify any poor impression gained on this occasion.
Dear Mr. Wright,

Thank you for taking the time to contact Virgin Australia.
We value your feedback and as such, would like the opportunity to respond to your
specific concerns. To do so could we please ask you to reply with your
reservation details (6 letter booking reference and your full ticket number) and any other
details relevant to your experience.
Mr. Wright, I would like to promptly apologise to any inconvenience this could have
caused you. We definitely value you as our guest and because of this, I am willing to
further investigate and review the details so I can have the full picture of the story. After
having the full picture of the story, then I will be able to finalise a response to your
specific concern and create an executable resolution to regain your trust in our airline.
We look forward to hearing from you at your earliest convenience.
00433843
Dear Mr. Dougherty,
Mr. Dougherty, I would like to promptly apologise for any inconvenience this could have
specific concern and create any applicable, reasonable resolution where necessary to
regain your trust in our airline.
I look forward to hearing from you at your earliest convenience.
Kind regards,
00433848
Dear Mr. Ferris,
provided for your flight from Melbourne to Sydney.
Mr. Ferris, the feedback provided by you as our valued guest is an integral part of our
continued growth and development. I have distributed your important and substantial
comments to the operations management team, specifically in Melbourne airport via our
comprehensive reporting system for their review. This will ensure that Bianca will
receive further training and coaching where necessary.
I am hoping that you will give us another chance of having the pleasure in welcoming
you back on board in one of our flights in the near future to rectify any poor impression
Kind regards,
00433887
Dear Mr. Burney,
Thank you for your feedback, I do appreciate the time taken to advise us of your recent
I would like to promptly offer my sincere apology for any inconvenience this could have
caused as a result of the recent change to your flight out of Sydney to Los Angeles.
We definitely value you as our member and because of this, Please rest assured that I
will further investigate the incident thoroughly and review what happened with the help
of the relevant department and team so I can have the full picture of the story. After
specific concern and create any applicable executable resolution where necessary to
Mr. Burney, I apologise once again for any inconvenience this could have caused you
and I appreciate your patience during this process.
Kind regards,
Dear Team,
The issue that I would like to specifically raise is that despite the tickets were issued and
the booking obtained a booking confirmation code with Delta, how come our guest was
denied boarding with Delta?
further review.
Guest Name: Mr. Lee Burney
Guest Email: lee.burney.uk@gmail.com
Guest Velocity number: 1045739374
Guest Velocity Tier: Gold
Reservation Number: LCYYGX
PIR Type:
PIR Number:
Feedback Airline: VAI (ILH)
Feedback Subject: DL CODESHARE
Feedback Details: LEE CALLED FROM AIRPORT TO ADV DL CHECKIN ADV VA HAD
NOT BOOKED CORRECTLY AND NOT SHOWING, THEY ADVISED FLIGHT IS FULL
AND GO BACK TO VA ..DL PNR GVBHZC SHOWS AS CONFIRMED PNR ON DELTA
WEBSITE AND TICKET SHOWS CONFIRMED STATUS.. LEE THEN DEALT WITH VA
HELPDESK AT AIRPORT AND ARRANGED TO GET HIM ON QF FLIGHT ... MBR
VERY ANGRY AND UPSET WITH VA AND REQUIRES AN EMAIL TO CONFIRM WHY
THIS HAPPENED lee.burney.uk@gmail.com
THIS HAS BEEN SUBMITTED BY BEN PCH

00433906
Dear Ms. Higgie,
Thank you for your feedback and taking the time to let us know about your recent
caused as a result of your recent flight disruption from Broome to Perth.
Please rest assured the decision to delay a flight is not taken lightly as it significantly
operational requirement and we regrettably had no other option but to delay the service.
This operational requirement primarily includes the safety of our guest and our staff.
Ms. Higgie, please rest assured all feedback provided by you as our valued guest is an
integral part of our business improvement plan. As such, your individual and important
comments have been distributed to the relevant managers within the airline via our
comprehensive feedback reporting system. This will enable them to examine our
processes and policies in these situations.
00433962
Dear Mr. Leary,
It is with regret to learn of the difficulties you have experienced with our website
functionality, specifically its online check-in feature. I sincerely apologise for any
inconvenience this has caused.
We are constantly looking at ways to enhance your online experience, and I can assure
you that changes are directly influenced by the feedback we receive from you as our
valuable member.
Mr. Leary, the important and substantial concerns you have raised have been shared
with our E-commerce management team via our comprehensive reporting system for
their full internal investigation and review.
I do hope you will give us the pleasure to welcome you back on board on one of our
00433969
Dear Team,
Your comments on this matter will be helpful so we can have a full picture of the story.
further review.
Guest Name: Mrs. Anges Masina
Guest Email: aggiemasina@gmail.com
Reservation Number: HHQJBX
Flight Number:VA351
PIR Type:
PIR Number:
Feedback Subject: UNPLEASANT GROUND CREW Lack of Customer Sevices
RESERVATON: HHQJBX and AMFANE FLIGHT VA351
Feedback Details: I am writing to you in regards to my unpleasant experience with the
Virgin team on Friday October 2nd.
My family and I were going to visit our relatives in Queensland as a new addition had
arrived in the family, my nephew.
Now we are new to Australia and have never flown domestic before so I asked my work
colleagues what process I need to follow to make sure I am all ready for my flight.
Hence my on line check in so therefore that meant we needed to get to the airport no
later than 6:30 as that is when boarding started. (I have attached your T&Cs.
Booking Ref: HHQJBX
Flight / Date: VA351 Fri, 02 Oct 2015
Melbourne (Tullamarine) (MEL)
Brisbane (BNE)
Boarding: 18:30 (6:30pm)

Departs: 19:00 (7:00pm)
Don't forget to leave enough time to go through security.
Checked Baggage 1 x 23kg
Please take any checked baggage to the Bag Drop counter at the airport. Please note
that bag drop closes 30 minutes prior to your flight's departure.
Carry-on Baggage 1 x 7kg
Please note that a total of 7kg of carry-on baggage is permitted per guest.
We arrived at the airport at 18:15pm and I went straight to a Virgin staff member and
she directed me straight to the counter advising us that she would help us get to our
flight. Once we got to the counter things went south. The lady behind the counter rolled
her eyes as we were approaching so my husband knew we were going to have some
difficulties here.
Once speaking with the lady behind the counter she said its too late to check in, but if
she had of read our tickets she would have seen that we had already checked in on line
and we only need to drop 2 bags.
So therefore her not reading properly and then advising she had to discuss with other
colleges what she could do, she actually wasted 40 mins before coming back to us to
advise we would not make the flight and that they Captain was not expecting us on the
flight. So who took our seats as we had checked in on line??? This issue could have
been sorted within 10 mins.
.
As you can imagine I was extremely frustrated and upset. All she offered us was for us
to pay another $1500 to catch the next flight and said she doesnt care if we couldnt
pay this, you can jump on line and try a cheaper flight with someone else which we
were not going to do because really who has a spare $1500 to spend when you have
already paid for flights.
Now if she had of looked at our booking she would have seen that we had arranged a
hire car for when we arrived in Queensland and maybe she should have advised us that
we could get a car from Melbourne to drive to Queensland and then we could fly back
home. But she didnt and we actually drove our own car there and back hence we
missed all our flights and are now out of pocket.
I know that nothing will be done in regards to this but as this was my first time at a
domestic flight and the service I got was terrible I thought you should know and
hopefully this doesnt happen to the next first time flyer.
As my family live in Queensland we will be visiting them frequently and I will definitely
not be flying with Virgin or Qantas and I will also be advising all my friends and family to
do the same by word of mouth and social media.
10. Check-in
10.1 Domestic and International Short Haul
(a) Unless otherwise stated in your Itinerary, you must check in for International Travel
(including domestic legs of an international flight) at least 90 minutes prior to the
scheduled departure time or as otherwise set out in your Itinerary and for Domestic
Travel, at least 30 minutes prior to the scheduled departure time.
(b) You must check in to board the flight at our check-in facility serving the place of
departure. You will be advised of the check-in time for your flights in your Itinerary
and/or by your Authorised Agent. However, flight times may change, and different
airports may have different check-in deadlines, so you must also make sure you are
aware of the check-in deadline for all of the flights shown on your Ticket.
(c) If you are travelling domestically within Australia, you may check in on-line at
www.virginaustralia.com , but must arrive at the airport at least 30 minutes prior to the
scheduled departure time. Subject to the Fare Rules, if you fail to arrive at the airport
and/or check in by the time specified, the fare and any Baggage Fee paid may be
forfeited and we may cancel or re-allocate the Booking.
Kind Regards
Aggie Masina

00433969
Dear Mrs. Masina,
Thank you for your feedback, I do appreciate the time taken to advise us about your
I would like to promptly offer my sincere apology for any inconvenience this could have
caused as a result of the recent change to your flight out of Melbourne to Brisbane.
We definitely value you as our guest and because of this, please rest assured that I will
further investigate the incident thoroughly and review what happened with the help of
the relevant department and team so I can have the full picture of the story. After having
the full picture of the story, then I will be able to finalise a response to your specific
concern and create any applicable executable resolution where necessary to regain
your trust in our airline.
Mrs. Masina, I apologise once again for any inconvenience this could have caused you
Kind regards,
00433972
Dear Mrs. Buckland,
After further investigation, I discovered the time you were actually checked in by our
staff at the check-in desk was exactly 0938 which mean that it is already late. We
always recommend that if a passenger is planning or required to check-in at the airport,
it has to be ensured they allow enough time to check in. This covers the time
considering the busyness of the airport, traffic and other unexpected circumstances.
Please refer to the link below about the check in time requirements for domestic flights.
Domestic Counter Check-in
Mrs. Buckland, some passengers may miss the required check-in time for a variety of
unexpected and difficult circumstances and while we would like to offer assistance for
every eventuality, we must follow certain guidelines to remain fair and equitable to all
our guests. For this reason, the airport staff had to charge the late fee.
I apologise if this is not the outcome that you had hoped for; however, to be fair and
equitable to all of our guests, we must strictly adhere to the operational policy.
flights in the near future to rectify any poor impression gained on this occasion.
Kind regards,
00433985
Dear Dr. Caslte,
experience with us.
caused as a result of your recent flight disruption from Brisbane to Melbourne.
Please rest assured the decision to reschedule or delay a flight is not taken lightly as it
After further investigation, I can confirm that your flight VA314 to Melbourne was
disrupted due to an engineering requirement and we regrettably had no other option but
to delay the service. These engineering requirements primarily include safety
considering the condition of the scheduled aircraft to be used on the actual flight as we
do not want the safety of our passengers and staff to be compromised.
In addition, the decision to delay or cancel a service cannot be made impulsively and
may take time as it is influenced by several factors such as the effect of the
rescheduling to the passengers and our network.
meet your expectation with regard to your compensation in line with our Guest
Compensation Guidelines. I sincerely apologise for any further disappointment this may
cause.
Dr. Caslte, please rest assured your comments in relation to any disruption
management handling will be forwarded to the airport manager in Brisbane via our
I apologise once again and do hope you will give us an opportunity to welcome you
back on board one of our flights in the near future to rectify any poor impression gained
on this occasion and to regain your trust in our airline.
E2C 00433036
Dear Mrs. Organ,
Thank you for your email and I apologise for the time it has taken for me to send you
this response. I trust that you are well upon receipt of this email.
I looked into the bookings and I discovered that they are under the same situation. I
understand the hassle as a result of the rescheduling of the disrupted services. I like to
apologise if we are unable to meet your expectations on this occasion.
With regard to your compensation and upgrade to business class request, we are
unable to provide compensation and upgrades in line with our Conditions of Carriage
and Guest Compensation Policy.
Mrs. Organ, as I am sure you can appreciate many people are required to alter their
travel arrangements because they are affected by this reschedule as well, and while we
would like to offer assistance or compensation for every affected guest we must follow
certain guidelines to remain fair and equitable to all our guests.
I apologise if this response has cause further disappointment. I can only hope that you
will still give us the pleasure to welcome you on back on board in the near future to
E2C 00433119
I understand that the root of this issue is the representative whom you spoke with who
advised and set your expectations incorrectly.
I would like to say that we value you as our guest and I understand as well that our
business is impacted if that kind of alleged misleading information will continue to be
provided by our agents to our valuable guests.
For this reason, I will investigate and review the call you had with that certain
representative whom you initially had interaction with and allegedly misinformed you
about the policy. This action is for us to justify this case in a thorough manner. I am
willing to provide reasonable, appropriate, applicable and executable resolution and
settlement of this case without violating any of our policy based on the substantial
evidence that we will be able to further gather.
May I ask you to forward to me via reply email the name of that agent whom you spoke
with so I can search the call recording under his name? Or if in case you forget the
name, may I ask for the mobile number or a landline number that you used to call us at
that time and If you still have your call logs saved in your mobile or landline, may I ask
for the precise date and time that you called us and spoke to the agent who allegedly
advised you the wrong information.
The information you will provide will be of better assistance to us in finding out the agent
you spoke with and provide the necessary coaching and training. Also, this will make us
review as to how we can settle this matter.
Please note that the acceptance of the information asked above is not a guarantee of
any favorable results, but please rest assured that we will not withhold justice from you
upon proving that we are at fault.
E2C 00432996
Dear Ms Mcauley,
I understand that the root of this issue is the agents whom you spoke with who advised
and set your expectations incorrectly.
I would like to say that we value you as our guest and I understand as well that our
business is impacted if that kind of alleged misleading information will continue to be
provided by our agents to our valuable guests.
For this reason, I will investigate and review the call you had with those certain agents
whom you initially had interaction with and allegedly misinformed you about the policy.
This action is for us to justify this case in a thorough manner. I am willing to provide
reasonable, appropriate, applicable and executable resolution and settlement of this
case without violating any of our policy based on the substantial evidence that we will
be able to further gather.
May I ask you to forward to me via reply email the names of those agents whom you
spoke with so I can search the call recording under their names? Or if in case you forget
the name, may I ask for the mobile number or a landline number that you used to call us
at that time and If you still have your call logs saved in your mobile or landline, may I
ask for the precise date and time that you called us and spoke to the agents who
allegedly advised you the wrong information.
The information you will provide will be of better assistance to us in finding out the
agents you spoke with and provide the necessary coaching and training. Also, this will
make us review as to how we can settle this matter.
Please note that the acceptance of the information asked above is not a guarantee of
any favorable results, but please rest assured that we will not withhold justice from you
upon proving that we are at fault.
E2C 00432753
Dear Mrs. Baker,
this response. I forwarded the itinerary attached in the email to the relevant team. As
soon as they reply to me, I will endeavor to update you as soon as possible with regards
to the progress of this case.
E2C 00432975
Ms de Smit,
I was able to pull up your booking under JMBYKA but Im unable to pull up any records
under PMGRJH.
I would like to ask you a question so I can have the full picture of the whole story.
I understand that the root of this issue is the agent whom you spoke with who advised
and set your expectations incorrectly. May I ask if your friend who called us can
remember the name of the Guest Contact Centre agent whom your friend spoke with? If
not, may I ask for the mobile or landline number, date and time of the call so we can
further investigate?
With regards to the last part of your complaint, where you were asking why in the end
you were able to fly without buying a new ticket from us so it would have been a
separate domestic flight, but by changing your flight with Air New Zealand because of
missing the other flight, the reason why you may have not paid any amount to us is that
the absolute ownership of the booking belongs to Air New Zealand. This means that our
part is only to take you to your destination without violating any airline industry rules and
any changes which may incur an additional payment with respect to the booking will
have to be coursed through Air New Zealand because their terms and conditions will
govern the booking.
For your question about checking you in from Cairns to Brisbane only, I would still have
to clarify this to the relevant department about the procedure. I already sent an email to
them and I am waiting for their feedback as well.
I would like to thank you for taking the time to bring this experience to our attention and
appreciate your patience during this process. I look forward to hearing from you at your
earliest convenience.
E2C 00433252
Dear Mr. nandipati,
I already added the velocity points in each account and it is available for immediate
access.
With regards to your concern about why you were not checked in all the way through to
Melbourne, it is of a general rule for a return flight that you will have to re check in for
your domestic flight if you came from an international flight. This is different from your
departure flight as the departure check-in procedure is different that the airport staff may
normally give you your boarding passes all the way through to your final destination.
Mr. nandipati, I would like to thank you for taking the time to bring this experience to our
attention and appreciate your patience during this process. We are hoping to see you
again and welcome you on board in one of our flights in the near future.
E2C 00433445
Dear Mr. Goodwin

It is true that it is not your fault that our systems cannot satisfy your needs in any way
shape or form. It is part of our mission as well that we have to be fair as I am sure you
can appreciate many people are required to alter their travel arrangements for a variety
of unexpected and difficult circumstances and while we would like to offer assistance for
every eventuality we must follow certain guidelines to remain fair and equitable to all our
guests. Therefore, we have terms and conditions that are agreed to at the time of
booking before any guest can purchase their fares.
I would like to apologise if this is not the outcome you hoped and for any further
disappointment this may cause.
In addition, I would like to address the part of your reply regarding the delay and gate
change that happened. I checked our daily report from Melbourne airport and found no
delay on the flight. For the other two Delta Airlines flights, generally, if their flight will be
delayed, as much as we would like them to leave on time, we cannot compel them to do
so if they have compelling reasons to delay or cancel the service because they are the
operating carrier.
I would like to apologise if your suitcase was lost. We have a different process with
regards to lost baggage. Please see the link Baggage Claims.
Furthermore, I would like to apologise for the over result of ongoing situation and that it
affected your return flight. I can only hope that you will give us another chance to
welcome you on board in your return flight so we regain your trust in our airline.
E2C
Dear Ms. Rankin,
Thank you for your email. I am John Matthew and I will be taking over your feedback on
behalf of my colleague Haydee. I apologise for the time it has taken for me to send you
I would like to advise that we received your bank statement indicating the two charges
of $662.72 AUD. I will now get in touch with our accounting department to review the
details. As soon as I receive their response, I will endeavor to give you an update about
the progress of this matter.
Ms. Rankin, I apologise once again for any inconvenience this could have caused you
E2C 00433336
Dear Team,
information that will assist us in our response? The guest is claiming that she was
charged twice.
We asked for the below bank statement details from the guest
11:21:12 PM
Sydney/Melbourne time Receipt number N092451872409
From account
Complete Access Your transaction description Authorised by Transaction date and time
066-115 1047 7960 996121163342 KATHERINE RANKIN 24/09/15 11:21:12 PM
Sydney/Melbourne time
To account
Virgin Australia Bank or institution To account description Amount
034-002 6993 40 Westpac Banking Corporation 996121163342 $662.72
11:15:59 PM
Sydney/Melbourne time Receipt number N092451876048
From account
Complete Access Your transaction description Authorised by Transaction date and time
066-115 1047 7960 996121163294 KATHERINE RANKIN 24/09/15 11:15:59 PM
Sydney/Melbourne time
To account
Virgin Australia Bank or institution To account description Amount
034-002 6993 40 Westpac Banking Corporation 996121163294 $662.72
further review.
Thank you.
Guest Name: Ms Katherine Rankin
Guest Email: franky_da_frog@hotmail.com
Guest Velocity Tier: Red
Reservation Number: FGDKBJ
PIR Type:
PIR Number:
Feedback Subject: Double charged on my credit card.
Feedback Details: I have been charged twice for this flight on my debit card. $662.72
taken out twice. I have been left waiting a long time on the phone, trying to get it sorted
out.
It was also very unfortunate that our flight was delayed twice. The second time we were
not informed. I was travelling with a small child and didn't arrive until after 2200 when
we were supposed to arrive 1745. For some reason it was terribley loud seated at the
back, and the air was very dry. Although the air hostesses were very nice, it was a
rather unpleasant flight.
Please do refund the second payment taken from my account.
Thankyou,
Katherine

Case Owner: John Matthew
ref:_00D90KkT5._5009011n4UR:ref
E2C 00433357
Dear Mr. Franchina,
Thank you for your email. I am John Matthew and I will be taking over your feedback on
behalf of my colleague Haydee. I apologise for the time it has taken for me to send you
I have reviewed what Haydee mentioned in her previous email regarding our Condition
of Carriage and how it is critical for our decision makers to delay a service as it will
affect all passengers and our whole network as well.
Many people were required to alter their plans because of this flight disruption which is
primarily due to safety issues of the aircraft. While we would like to offer assistance for
every eventuality we must follow certain guidelines to remain fair and equitable to all our
guests. Therefore, we have terms and conditions that are agreed to at the time of
booking before any guest can purchase their fares.
Whilst remaining apologetic to the experience, I regret to advise that I am unable to
meet your expectation for your compensation request in line with our Guest
Compensation Policy. I sincerely apologise for any further disappointment this may
cause.
In addition, I would like to address the part of your complaint where the ground staff
advised you that the delay will only be an hour. As a general rule, we are unable to
actually provide our passengers with specific duration of any delay whenever a flight is
disrupted, especially if the actual aircraft to be used on a particular flight is not in a good
condition. This is due to the fact that our engineers, technical team and other relevant
staff who have to concur in making decisions have to consider the effects of their
decisions and this may not guarantee precise time. They may only be able to advise a
guaranteed time if they are done fixing the aircraft and they are sure that the aircraft is
fit to fly. They may advise earlier than expected or later than expected. All these things
are rooted from our top priority which safety of our guest and passengers.
Mr. Franchina, I would like to apologise once again if this may not be the response that
you hoped for. I can only hope you will give us an opportunity to welcome you back on
board one of our flights in the near future to rectify any poor impression gained on this
occasion.
GR GEN 00434100
Dear Mr. Badenoch Reed,
I would like to promptly apologise for any inconvenience this matter could have caused
you. I looked into the reservation that you provided herein, however, it only shows the
flight that you booked through the airport which departed 08:30AM out of Melbourne.
May I ask if you can send to us the reservation code and the ticket number of the
08:00AM flight you were originally booked? This is for us to ensure our investigation in
this case have the full information of what happened.
Mr. Badenoch Reed, I apologise once again and I appreciate your patience during this
process.
GR GEN 00434115
Dear Mr. Creagh,
caused as a result of your recent flight disruption. Please rest assured that the decision
to reschedule a flight is not taken lightly as it significantly affects many of our guests and
operational requirement and we regrettably had no other option but to cancel your
service. These operational requirements primarily include safety considering the fitness
of the scheduled aircraft to be used on the actual flight and the number of cabin crew
available to be on duty.
It is very important to have enough number of cabin crew in every flight for safety
reason and as part of our standard operating procedure. The number of cabin crew in
every flight is required to be met for industry compliance. Thus, as much as we want to
fly, we are unable to fly unless this particular requirement is met.
Compensation Policy. I sincerely apologise for any further disappointment this may
cause.
Furthermore, I would like to apologise if it appeared that our ground crew is unable to
meet your expectations and the level of service is not satisfactory.
Mr. Creagh, the feedback provided by you as our valued guest is an integral part of our
continued growth and development. For this reason, I forwarded your whole feedback to
the airport manager in Melbourne for their internal review and provide further coaching
and training where necessary to the crews that were on duty that day.
GR GEN 00434120
Dear Mrs. Randall,
I would like to promptly apologise for any inconvenience caused as a result of the delay
of your flight from Cairns to Sydney. Please rest assured that the decision to reschedule
a flight is not taken lightly as it significantly affects many of our guests and our network
overall.
operational requirement and we regrettably had no other option but to delay your
condition of the scheduled aircraft to be used on the actual flight and the number of
cabin crew available to be on duty.
It is very important to have enough number of cabin crew who is physically fit in every
flight for safety reason and as part of our standard operating procedure. The number of
such cabin crew in every flight is required to be met for industry compliance. Thus, as
much as we want to fly, we are unable to fly unless this particular requirement is met.
Furthermore, I would like to apologise if it appeared that our cabin crew is unable to
meet your expectations and the level of service is not satisfactory.
Mrs. Randall, the feedback provided by you as our valued guest is an integral part of
our continued growth and development. For this reason, I forwarded your whole
feedback to the airport manager in Cairns for their internal review and provide further
coaching and training where necessary to the crews that were on duty that day.
I would like to acknowledge you as our member and say that we value you as our
member. Please allow us to have another chance of pleasure in welcoming you back on
board in one of our flights in the future.
GR GEN 00434140
Closed
GR GEN 00434145 /
Call id 9124485064742002012 / 9124511888942002012
Dear Ms Doraisamy,
you.
I would like to further investigate this matter for us in order to resolve this issue. Upon
further investigation, I was able to listen to the first call you made last October 5, 2015.
However, I cant find the recording of the second call you made on the same day. For
me to have the full picture of the story, may I ask if you used a different mobile or
landline number to contact us? May I ask if you can still remember the name of the
second representative whom you spoke with when you called the second time around?
Ms Doraisamy, I apologise once again and appreciate your patience during this
process. I would love to hear from you at your earliest convenience.
GR GEN 00434154 Dear Mr. Gibson,

experience.
After reading through your feedback, I would like to take this opportunity to offer my
sincere apology for any inconvenience caused on this occasion.
Although our staff members endeavour to take great care of our guest's baggage, we
are aware that due to the nature of the aviation industry, baggage can at times be
delayed upon arrival. This is primarily influenced by the weight management guidelines
that we have to observe in every flight.
Mr. Gibson, I apologise once again and do hope you will give us an opportunity to
welcome you back on board one of our flights in the near future to rectify any poor
impression gained on this occasion and to regain your trust in our airline.
GR GEN 00434224 Dear Mr. Grace

I would like to promptly apologise for any inconvenience that it has caused you when
you were dealing with our staff at the airport. As Virgin Australia has an expectation that
our ground crew provide outstanding customer care, it is concerning to learn of your
dissatisfaction with the level of service provided.
I am willing to further investigate so we can have the full details and the big picture of
this incident. For us to investigate into this issue thoroughly, may I ask if you have the
reservation number and ticket number of Kimberly Lai? This information that I am
asking is important because I will send an internal email to the relevant team in
Melbourne Airport to gather any available incident report about your booking and your
colleagues when this incident happened.
possible. With this in mind, your comments which are valuable, important and
substantial have been shared with our Ground Operations management team via our
comprehensive reporting system for their internal investigation and review. This will
ensure our team members receive further training and coaching where necessary.
GR GEN 00434273 Dear Mrs. Flores,

I would like to promptly apologise for any inconvenience caused as a result of the email
that made you confuse whether you were upgraded to Business Class or not and the
worry which could have caused you because your child will fly alone in Business Class
and lastly, the level of service that our staff from the Call Centre provided.
As Virgin Australia has an expectation that our Guest Contact Centre staff provide
outstanding customer care at all times, it is concerning to learn of your dissatisfaction
with the level of service provided.
I am willing to conduct further through investigation on this matter. For us to do so, may
I ask you to forward to me all the emails that you received about the upgrade that you
made you confused? We will look into it and if we found that the emails are all
confusing, I will not withhold the justice in this matter.
Please rest assured that all of your comments are valuable, important and substantial
because it is an integral part of our Airlines growth and development. Thus, I forwarded
your email to the management team of our Guest Contact Centre and to the
management of the relevant upgrade team for their internal review and provide
coaching and training necessary to the staff whom you spoke with.
Mrs. Flores, I would like to say that despite the several apologies that I have asked, I
my mind, I am hoping that you will give us another chance of having the pleasure in
welcoming you back on board in one of our flights in the near future to rectify any poor
GR GEN 00434287 Dear Mr. cheetham,

experience.
that we have to observe in every flight among other reasons.
Mr. cheetham, I apologise once again and do hope you will give us an opportunity to
welcome you back on board one of our flights in the near future to rectify any poor
impression gained on this occasion and to regain your trust in our airline.
GR GEN 00434288 Dear Mr. Brinkworth,

Thank you for your feedback.
Whilst I am unable to advise if a similar flight schedule will recommence operating this
service, I can confirm that our Network Operations Team are constantly reviewing and
evaluating the demand of certain flight routes. All correspondence we receive in Guest
Relations is logged via our comprehensive reporting system for the appropriate
management teams, for their internal information and so that they remain aware of our
guest's current concerns.
Mr. Brinkworth, I thank you for you constructive comments and we look forward to being
able to welcome you on board one of our flights in the near future.
GR GEN 00434289 Dear Mrs. Richmond,
I would like to promptly apologise for any inconvenience that it has caused you when
you were dealing with our staff at the airport and at the Guest Contact Centre. As Virgin
Australia has an expectation that our ground crew and call Centre staff will provide
outstanding customer care, it is concerning to learn of your dissatisfaction with the level
of service provided.
Mrs. Richmond, We value your feedback and as such, would like the opportunity to
respond to your specific concerns. To do so could we please ask you to reply with your
GR GEN 00434301 Dear Mr. Latendresse,

experience with us.
caused as a result of your recent flight disruption from Sydney to Los Angeles.Please
rest assured the decision to reschedule a flight is not taken lightly as it significantly
requirements and we regrettably had no other option but to reschedule your service.
These operational requirements primarily include safety considering the fitness of the
scheduled aircraft to be used on the actual flight. As much as we would like to fly, we
are unable to do so because we dont want to compromise the safety of our guests and
staff.
After my investigation in your particular case, I was able to listen to the conversation
you had with one of our staff over the phone. It appears that you were told to ask the
airport staff when you get to the airport about the accommodation. May I ask what was
the instruction to you by our airport staff when you approach them about the
accommodation? Your response will help me to have this case progress because I
have to gather substantial information and details from you and other relevant teams to
have the full story and the big picture so I can execute necessary resolution to your
case.
Also, may I ask you to forward to me the itinerary of your Jetstar flight to Sydney as this
is substantial and will help us in communicating to the relevant team about your case.
Mr. Latendresse, I apologise once again for the inconvenience caused by the
rescheduling of the flight and I appreciate your time in bringing this matter to our
attention and your patience during this process.
I would love to hear from you at your earliest convenience.
GR GEN 00434354 Dear Ms Catley,

experience.
caused as a result of your recent flight delay .Please rest assured the decision to delay
a flight is not taken lightly as it significantly affects many of our guests and our network
overall.
After further investigation, I can confirm that your flight was delayed due to an
operational requirement and we regrettably had no other option but to cancel your
condition of the scheduled aircraft to be used on the actual flight and among other
reason.
Also, it is very important to have enough number of physically fit cabin crew in every
flight for safety reason and as part of our standard operating procedure. The number of
physically fit cabin crew in every flight is required to be met for industry compliance.
Thus, we are unable to fly unless this particular requirement is met.
I would like to further investigate about this case. May I ask if you are able to remember
the name of the staff who advised you that reimbursement can be made?
I have to ask this question because as a general rule, we are unable to provide a refund
of your transportation in line with our Guest Compensation Policy. However, I
understand that the alleged staff who advised you that reimbursement can be made
was influential in your decision. Hence, your response will help me to have this case
progress because I have to gather substantial information and details from you and
other relevant teams to have the full story and the big picture so I can execute
necessary resolution to your case.
Dear Ms Catley, please rest assured that your feedback is substantial, important and
valuable to us because our airlines growth and development is highly influenced by the
comments from our guests.
GR GEN 00434510 Dear Mr. Peters,

Mr. Peters, I would like to promptly apologise to any inconvenience this could have
specific concern and create an applicable, reasonable resolution without violating any of
our policy to regain your trust in our airline.
GR GEN 00434520 Dear Mr. Compton,

Mr. Compton, I would like to promptly apologise to any inconvenience this could have
specific concern and create an applicable, reasonable resolution without violating any of
our policy to regain your trust in our airline.
GR GEN 00434526 Delayed Baggage Dear Mr. Siotis,

Dear Mr. Siotis,
experience.
that we have to observe in every flight and among other reasons.
In addition, the delay may have piled up due to the operating hours of our baggage
services in Nadi.
I would like to address the part of your complaint where it appeared that the staff over
the phone seems unhelpful. Please rest assured that your substantial and important
comments are already forwarded to the Guest Contact Centre management team for
their internal review and to make sure that the staff whom you spoke with will receive
further coaching and training.
meet your expectation for your upgrade to Business Class request in line Guest
Compensation Guidelines.Even though upon the receipt of your feedback, your return
flight is still existing, the upgrade will still not be possible in line with the same policy. I
In light of your experience and as a gesture of good will, I would like to offer you 3,000
Velocity points. If you are already a Velocity member, please advise your membership
number via reply email so I can apply the Goodwill points to your membership for
immediate access. If you are not already a member, you can join our Frequent Flyer
program by clicking the below link which will direct you to our Frequent Flyer program
subscription page:
I would like to add that we value you as our member and the decision you made to fly
with us is much appreciated.
Mr. Siotis, I would like to say that despite of the several apologies that I have asked, I
back on board in one of our flights in the near future to rectify any poor impression
GR GEN 00434536 GATE CLOSE EARLY - Dear Mr. Mukwembi,

Thank you for your feedback. I do appreciate the time taken to advise us about your
I would like to promptly apologise for any inconvenience this could have caused you.
We definitely value you as our guest and because of this, I am willing to further
investigate and review the details so I can have the full picture of the story. After having
concern and create any applicable, reasonable resolution where necessary, without
violating any of our policy to regain your trust in our airline.
I would like to apologise as well if it appeared to you that the staff at Perth airport is
rude. Please rest assured that your important feedback is forwarded to the Airport
Management Team in Perth Airport via our comprehensive
GR GEN 00434541- DUPE CHARGE - Dear Ms Williams,

I would like to promptly apologise for any inconvenience this incident could have caused
you. We definitely value you as our guest and because of this, I am willing to further
investigate and review the details so I can have the full picture of the story.
After further investigation, I discovered that our accounts team is working on this
concern. I sent them a follow up email and I am waiting for their response. As soon as I
get their response, I will endeavor to get in touch with you via email.
Ms Williams, I would like to say that we value you as our member. I would like to
apologise once again and appreciate your time in bringing this matter to our attention. I
hope that you will still give us again the pleasure of welcoming you on-board one of our
GR GEN- 00434560-Product- Dear Ms williams,

It is with regret to learn that we have not met your expectations with regards to our
product offering on your recent flight. I sincerely apologise for any disappointment this
has caused.
I can advise that we are continuously looking at ways to enhance our product offering,
and I can assure you that changes are directly influenced by the feedback we receive
from you as our valuable guests.
In addition, I would like to apologise on behalf Air New Zealand if it appeared that their
cabin crew were rude and unhelpful.
The important concerns you have raised have been shared with our Product and Inflight Experience management team and the relevant Management Team of Air New
Zealand via our comprehensive reporting system for their internal investigation and
review.
we look forward to the opportunity of welcoming you onboard one of our flightsin the
near future.
GR GEN 00434583 - Dear Mr. Yesgar GCC

experience. For this reason, I would like to promptly apologise to any inconvenience
this could have caused you.
concern and create an applicable and reasonable resolution to regain your trust in our
airline.
specific concerns. To do so could we please ask you to reply with your fathers
details relevant to his booking?
possible. With this in mind, your important feedbacks have been shared with our Guest
Contact Centre management team via our comprehensive reporting system for their
internal investigation and review. This will ensure our team members receive further
training and coaching where necessary.
Overall, I would like to say that despite of the apology that I asked, I know that we
cannot go back to the things that already happened. With these things in my mind, Id
like to ask for another chance of having the pleasure of welcoming you back on board in
one of our flights in the near future to rectify any poor impression gained on this
occasion.
I apologise once again and hoping to hear from you at your earliest convenience.
GR GEN 00434595 - Dear Mrs. Sarri, GROUND CREW

provided.
possible. With this in mind, your important feedbacks have been shared with our
Ground Operations management team in Los Angeles via our comprehensive reporting
system for their internal investigation and review. This will ensure Rachel will receive
further training and coaching where necessary.
Mrs.Sarri, I would like to say that despite of the apology that I asked, I know that we
occasion.
time taken to bring this to our attention.
GR GEN 00434627 - Dear Mr. Das, - 3rd party

I would like to apologise as well if it appeared to you that the staff at Perth airport is
rude. Please rest assured that your important feedback is forwarded to the Airport
Management Team in Perth Airport via our comprehensive reporting system. This will
make sure that the staffs who were on duty that time will receive further necessary
coaching and training.
time taken to bring this to our attention. I would love to hear from you at your earliest
convenience.
GR GEN 00434631 - Dear Ms. Castagna,

It is with regret to learn the inconvenience caused as result of the car hire company
unable to honor the credit card when you pick up the car hire.
The important concerns you have raised have been shared with our Product and Inflight Experience management team via our comprehensive reporting system for their
internal investigation and review. Our growth and development is highly influenced by
the feedback that our guests are sending to us.
Ms. Castagna, I would like to apologise once again and we appreciate the time taken to
bring this experience to our attention and we look forward to the opportunity of
welcoming you onboard in the near future.
GR GEN 00434634 - Dear Mr. Austen,

I tried searching for the reservation code that you provided but I am unable to find any
match.
time taken to bring this to our attention. I would love to hear from you at your earliest
convenience.
GR GEN 00434640 - Dear Mr. Cameron - Compliment

words of praise.
exceptional service. With this in mind I have shared your feedback with the
relevant management team to ensure that the specific team members you have
mentioned are recognised for their efforts.
Once again, I would like to thank you for taking the time to share your feedback with us,
and we look forward to welcoming you back onboard in the near future.
GR GEN 00434643 Dear Mr. Hunter Refund Extra Legroom

I would like to promptly apologise for the inconvenience caused as a result of the
disruption of your recent flight from Melbourne to Perth.
After further investigation, I can confirm that you were not able to utilise the extra
legroom seat that you have purchased. For this reason, I can process your refund
request to the value of $50.00 AUD.
Mr. Hunter, as you are an existing valued Velocity Member, I am able to offer you an
alternative payment of 5,000 in Velocity Points instead of a refund. Should this be more
suitable to you, kindly advise us via return email and I will ensure this is processed for
you as soon as possible.
Once again, I would like to thank you for taking the time to share your feedback with us,
--------------------------------------------------------------------------------------------------------------------Thank you for your feedback and taking the time to let us know of your recent
you. We definitely value you as our member and because of this, I am willing to further
investigate and review the details so I can have accurate information about your
feedback from the relevant team in Melbourne. After receiving the information, then I will
be able to finalise a response to your specific concern and create any applicable and
reasonable resolution where necessary, without violating any of our policy.
Once I receive a response from the relevant team, I will endeavor to get in touch with
you and give you an update about the result of your request.
Mr. Hunter, I apologise once again for any inconvenience this could have caused you
GR GEN 00434652 Dear Mr. Ellis, Check-in-no show

provided.
I would like to apologise if it appeared that the computer system was not of assistance
to you while you were trying to check-in yourself.
We value you as our member and because of this I would like to further investigate this
matter with the assistance of the relevant team who are concerned on this incident. I
would just want to know directly from you, if you can remember what was the exact time
when you were trying to check-in using the computer system at the airport (Kiosk)?
Your response will assist us in the progress of this case as it will be of a substantial
assistance for us. I would like to say that despite of the apology that I asked, I know that
we cannot go back to the things that already happened. With these things in my mind,
Id like to ask for another chance of having the pleasure of welcoming you back on
board in one of our flights in the near future to rectify any poor impression gained on this
occasion.
I apologise once again for this disappointing experience and sincerely appreciate your
patience during this process. I would love to hear from you at your earliest convenience.
GR GEN 00434690 - Dear Mr. Monsour, - Website functionality

functionality, and I sincerely apologise for any inconvenience this has caused.
We are constantly looking at ways to enhance our guests online experience, and I can
assure you that changes are directly influenced by the feedback we receive from you as
our valuable member.
Mr. Monsour, the important concerns you have raised have been shared with our E-
commerce management team via our comprehensive reporting system for their full
internal investigation and review.
Once again, we appreciate the time taken to bring this experience to our attention. I do
GR GEN 00434695 - Dear Mr. Penman,
sincere apology for any inconvenience caused as a result of this flight disruption.
We make every effort to ensure that our flights depart as per schedule, however given
the nature of the aviation industry there are circumstances that may arise from time to
time which are completely outside of our control.
After further investigation, I can confirm that your flight from Melbourne to Brisbane was
disrupted and had to be diverted due to unsuitable weather conditions and as the safety
of our guests and staff is the airline's absolute priority, we regrettably had no other
option but to divert this particular service.
Please rest assured your comments in relation to any disruption management handling
will be forwarded to the Melbourne airport manager via our comprehensive reporting
meet your expectation for your compensation request in line with our Standard
Disruption Guidelines. I sincerely apologise for any further disappointment this may
cause.
Mr. Penman, I would like to say that despite of the apology that I asked, I know that we
occasion.
GR GEN 00434725 GROUND STAFF - Dear Mr. Trahanas,

provided.
possible. With this in mind, your important comments have been shared with our
Ground Operations management team in Melbourne airport via our comprehensive
members who were on duty at that time will receive further training and coaching where
necessary.
Mr. Trahanas, I would like to say that despite of the apology that I asked, I know that we
occasion and regain your trust in our airline.
GR GEN 00434745 - Dear Mr. Cook,

experience. For this reason, I would like to extend my sincere apologies that we have
After further investigation, I can confirm that your flight from Nandi to Sydney was
disrupted due to operational requirements and we regrettably had no other option but to
reschedule your service. These operational requirements primarily include safety
customer care at all times, it is concerning to learn of your dissatisfaction in the level of
service provided. I would like to apologise if it appeared that the ground crew was not of
assistance during the time of that particular disruption.
Mr. Cook, the feedback provided by you as our valued guest is an integral part of our
continued growth and development. For this reason, I forwarded your comments to the
airport management team in Nandi for their internal review. This will ensure that the
ground crew who were on duty at that time will receive further necessary training and
coaching.
meet your expectation for your request about upgrading your membership to Velocity
Gold in line with our Standard Disruption Guidelines. I sincerely apologise for any
further disappointment this may cause.
However, in light of your experience and as a gesture of good will, I would like to offer
you 3,000 Velocity points. These points can be redeemed at your own convenience and
will be available immediately.
Mr. Cook, I would like to say that despite of the apology that I asked, I know that we
E2C 00434520 - Dear Mr. Compton,

After further reviewing your feedback and reservation details, as a gesture of goodwill, I
am happy to advise you that I can process a flight credits amounting to $149.00AUD
from the flight that you missed from Melbourne to Sydney last 23 rd September 2015.
The amount is only the airfare and does not include the booking and service fee which
is $7.70AUD. We use the term Travel Bank which means flight credits.
Please see our frequently asked questions about Travel Bank and forms of payment so
you will have an overview about Travel Bank. Please click the link (FAQ)
For me to process the Travel Bank, kindly reply to this email with the following
information:
Complete Name:
Complete home address:
Best contact number:
Best email address:
Date of birth:
E2C 00432553 Dear Mr. Choustine,

I would like to further investigate this matter. For me to do so, may I ask for the contact
number/s that you were trying to call to get in touch with the agency that your flight was
booked with?
This information will help us to progress this matter and will be of best assistance to us.
E2C 00433679 Dear Mr. Haines,

CLS 9124487856022002012
I would like to promptly apologise for the further disappointment that it could have
caused you as a result of my response to your initial email.
I understand that there were miscommunications between both parties during the call.
The flight time is 3:55PM out of Brisbane and the call came in at exactly 3:49.20 PM
Brisbane Time which is too late for any amendments, even with payment as per fare
rules. Thus, it must be understood as the fare being forfeited.
However, I understand the inefficacy of our call centre staff and ground staff, whom you
had interaction with, to provide solutions during this kind of circumstance. I would like to
apologise once again for the level of service provided.
For this reason, I would like to go beyond my previous offer to you with respect to the
compensation that we can offer because of the quality of service provided by our call
centre and ground staff that you mentioned in your email.
I can offer you 7,000 good will gesture velocity points. I would like to apologise once
again for the inconvenience this matter has caused you. I would love to hear from you at
your earliest convenience.
E2C 00433621 Dear Mr. Gebremariam,

I would like to promptly apologise for the disappointment that it could have caused you
as a result of my response to your initial email.
After further review of your feedback, it is with regret to advise that I am unable to meet
your expectation with regards to your refund request in line with the terms and
conditions of the ticket you purchased and our Guest Compensation Policy.
The check-in time for domestic flights closes 30 minutes before departure. After this, we
are unable to accept check in anymore for us to make sure that we will meet the
required On-Time Performance so we will not affect other passengers schedules and
plans. Also, our aircraft needs to strictly depart on-time as it will commence another
service after arrival which, if delayed, will result to all of the service, served by that
specific aircraft delayed.
Upon checking the history of your ticket from Melbourne to Brisbane, we see no attempt
of check-in either online or kiosk unlike your ticket from Brisbane to Melbourne.
We are fully aware that your daughter is not in a good health condition at that time and
the best that we can do is to waive the change fee as a good will gesture so at least we
can be of assistance to you which was provided by one of our call centre staff.
Mr. Gebremariam, we value you as our guest and for this reason, I can provide you a
good will gesture of 5,000 Velocity Points to be added in your velocity account.
I would like to apologise once again for the inconvenience this matter has caused you. I
would love to hear from you at your earliest convenience.
Kind regards,
E2C 00433517 Dear Mr. MacCallum,

After further review of your reservation details, whilst we would like to assist you further,
your booking belongs to the third party company whom you booked the flight with, and
is governed by their Terms and Conditions. Any booking done through a 3rd Party
Travel Agent's own online booking Website, belongs to that travel center, and can only
be accessed through them.
You may call the third party company to see if there is something that can be done as
there may have a different agreement between you and the third party company.
However, I cannot guarantee that getting in touch with them will result to a favorable
resolution because they have different agreement between you and themselves.
I apologize I cannot be of more assistance to you, as we cannot take over ownership,
nor breech confidentially of their costs, as the paid reservation belongs to the Agency
with whom you purchased your flights.
Whilst remaining apologetic to your experience, it is with regret to advise that I am
unable to meet your expectation with regards to your refund request in line with our
Guest Compensation Policy and because of the above reason.
I understand that the flight from Gladstone to Brisbane was disrupted. However, we had
no choice but to disrupt the flight in order for us to meet the safety requirements on
which we are strictly required to comply so we will not compromise your safety and the
crew.
Mr. MacCallum, I would like to say that despite the several apologies that I have asked,
I know that we cannot go back to the things that already happened. With these things in
back on board in one of our flights in the near future.
E2C 00433754 Dear Mr. Markwell,

Cls 9124429396022002012 / 9124429703562002012
I would like to promptly apologise for the further disappointment it has caused you as a
result of my initial response to your complaint.
Going straight to the points you enumerated herein, I will address each of them
accordingly.
First, is about the refund of $15.40AUD. I have listened to the recording of the
conversation between you and our call centre staff. When he called you back to advise
that he is done creating the new booking (NKVQEV), he mentioned that because he is
unable to refund the booking and service fee from the other reservation, he will just
waive it on the new booking he created.
See below part of the call transcript:
Call Centre Staff: Because we are unable to refund the booking fee I just waived the
booking fee there.
Mr. Markwell: Oh did you? Oh cool! Thanks. I think it was, oh yeah ok so 668 is there
thats right and not 683. Ok.
Call Centre Staff: Because we are unable to refund the booking fee on the other
reservation.
Mr. Markwell: Ok i appreciate that
Technically, the old booking (UPEIOJ) must be refunded back to you in the amount of
$771.40 AUD. $756.00AUD for the fare and $15.40 for the booking and service fee.
However, because we are unable to refund you the booking and service fee from the old
booking, our call centre staff, instead of charging $15.40 booking and service fee to the
new booking he created, he just waived it considering that you were already charged
and in the old booking .
Instead of charging you the amount of $683.40 AUD, he just charged you $668.00AUD
and refunded $756.00AUD.
Therefore, you are to receive a refund of $756.00AUD and to be charged for $668.00
AUD. The $15.40 booking and service that was charged in the old booking must not be
considered as part of the refund.
Lastly is about your seats. I have noticed when I reviewed your reservation, that you are
currently on seats 6A and 6B for both flights. If this is not suitable, may I ask you to call
our Guest Contact Centre for further assistance?
Please note that seats are subject to availability and cannot be confirmed as this is only
a request and we reserve the right to modify the seat requests under compelling
reasons such as downgrade of the aircraft due to safety, bad weather and among other
reasons.
Mr. Markwell, the 2,500 velocity points that I am offering is a onetime goodwill gesture
because of the lengthy phone call you had with us. I understand that your time is very
important and sorting out this matter has required you to spend more than 30 minutes of
your precious time. I understand that your time is priceless and any amount of velocity
points cannot replace it. However, please allow us to provide you something that we can
offer at least in light of this incident and because we value you as our member.
I would like to apologise once again for the inconvenience this matter has caused you. I
would love to hear from you at your earliest convenience.
E2C 00433985 Dear Dr. Castle,

I would like to promptly apologise for the further disappointment it has caused you as a
result of my initial response to your complaint.
As a result of this flight disruption, many people were required to alter their travel
arrangements and were affected whether severely or not much, and while we would like
to offer assistance for every eventuality, we must follow certain guidelines to remain fair
and equitable to all our guests.
Dr. Castle, I would like to say that despite the apology that I have asked, I know that we
occasion.
E2C 00433843 Dear Mr. Dougherty,

I have seen your reservation details and reviewed it. If I may ask, do upon the receipt of
this email, do you already have your baggage with you or not?
Your response will be of best assistance to me so I can progress this case. I would love
to hear from you at your earliest convenience.
E2C 00432996 Ms. Mcauley

9124315328052002012 - Praxedes, George
Thank you for your patience during the process of my further investigation. I was able to
locate the recording of the call you had with one of our call centre staff. After listening to
your conversation, I am happy to advise that I processed already the refund of $70.00
AUD back to the original form of payment that you used when you pay the baggage fee
at the airport.
Please allow a maximum of 21 Working Days for the refund to reflect on the
account.
Ms. Mcauley, I would like to apologise once again that it took time to finalise a resolution
in this matter. Also, I would like to apologise for the inconvenience caused as a result of
what happened.
We are excited to see you again and welcome you on board in one of our flights in the
near future.
Profile ID: 1076920291
2.1 MCAULEY/JODIMS
66614216443
E2C 00433800
Dear Mr. Wright,
I have seen your reservation details and I have to contact the velocity department
regarding the conversation you had with them. I was able to locate the recording of the
call you had with only two of our call centre staff who transferred you to the velocity
department.
The feedback of velocity about your conversation with them is substantial to progress
this case so we can finalise a resolution on this matter. As soon as I receive their
comments, I will endeavor to get in touch with you via email.
I apologise once again for any inconvenience caused as a result of this incident and
appreciate your patience during this matter.
Dear Team,
information that will assist us in our response.
I would like to specifically ask if you can pull up the recording of the conversation that
Mr. Wright had with you based on his feedback below.
I would like to determine whether or not he was advised by our velocity call centre staff
about the availability of the reward seats or if it is subject to availability.
Your response is substantial to progress this matter so we can come up to a reasonable
resolution.
further review.
Thank you.
Guest Name: Mr. Trevor Wright
Guest Email: williamcreek2000@me.com
Guest Velocity Tier: Red
Reservation Number:
Flight Number:
PIR Type:
PIR Number:

Feedback Subject: Call centre poor communication
Feedback Details: I had to travel to Darwin from Melbourne on the night of the 6th of
October I'm a Silver Qantas frequent flyer but thought about buying a ticket to Darwin
from Melbourne and upgrade to business on points on my velocity frequent flyer.
The Call Centre said if you purchase a Flexi fare you would be able to upgrade for just
over 9000 points.
Had they said there are no seats available I wouldn't have bought the Flexi fare just a
normal ticket and saved fifty dollars also the facts on the upgrade should have been
spelt out.
You need to have people in your call centres that can understand and communicate to
your customer queries thenthey can make an informed decision.
In comparing both companies serve rice Qants is an 8 compared to yours at 2 also I will
have hesitation on communicating to everyone through my business who and why I
would fly with a particular airline.
You may have cost me $50 plus a lot of inconience but from a public relations point of
view it will have a much bigger affect on forward bookings from myself and employes
also the people we deal with.
Thanks
Trevor Wright

ref:_00D90KkT5._5009011oZ07:ref
E2C 00432753 Dear Mrs. Baker,

I apologise for the time it has taken for me to send you this response. I trust that you are
well upon receipt of this email.
After further investigation and calibration with our team in Sydney Airport, it appears that
the Itinerary that you sent to our guest has something to do and influential with how the
guest understood the check-in procedure. The guest may have been confused resulting
to him missing the flight. Although the itinerary showed Virgin Australia International
Confirmation Number, it also states that its departing terminal 2 which is the domestic
terminal.
Mrs. Baker, I hope that this response is of assistance to you. I appreciate your patience
during this process.
E2C 00433357 Dear Mr. Franchina,

Thank you for your email and I would like to promptly apologise for further
disappointment caused as a result of my initial reply to you.
It is with regret to advise that we are unable to meet your expectation regarding your
compensation request because we want to be fair with other passengers who were
affected by the disruption as well.
Mr. Franchina, I apologize once again for the inconvenience caused as a result of the flight
disruption. I hope that despite the outcome of our decision, you will still give us the
pleasure ofwelcoming you on-board in one of our flights in the near future.
E2C 00434100 Dear Mr. Badenoch Reed,

I apologise for the time it has taken for me to send you this response. I trust that you are
well upon receipt of this email.
May I ask for the 6 Letter reservation code of the flight that you originally booked? Your
email only shows the booking that you made for the 8:30AM flight. I would need to see
the booking that you originally made with a departure time of 8:00AM. Im unable to
search for it using the details that you gave from your response or using your name due
to our privacy and security policy.
This information is vital for us to be able to progress this case.
I appreciate your patience during this process and I hope to hear from you at your
earliest convenience.
E2C 00433336 Dear Ms Rankin,

Thank you for your email and I would like to promptly apologise for further
disappointment caused as a result of my initial reply to you.
It is concerning for me to learn of your dissatisfaction with the totality of the level of
service provided with regards to this incident. Since we value you as our guest and it
appeared to you that the level of service provided herein is not satisfying overall, I would
like to offer you 5,000 Velocity points as compensation.
If you are already a Velocity member, please advise your membership number so I can
apply the Goodwill points to your membership for immediate access. If you are not
already a member, you can join our Frequent Flyer program by clicking the below link
which will direct you to our Frequent Flyer program subscription page:
http://www.velocityfrequentflyer.com/content/ProgramBenefits/JoinNow/index
.htm
Ms Rankin, once again, I apologise for the inconvenience this incident have caused
you. I can only hope that you will give us another chance of having the pleasure of
welcoming you back on-board in one of our flights in the near future.
GR GEN Dear Mr. Aldons,
I would like to promptly apologise for the inconvenience caused as a result of this
incident. It is concerning for us to learn about the occurrence of the alleged theft.
As we dont have the proper position for a cause of action, May I ask you to file for a
Police Report for the furtherance of the investigation on this matter? We are willing to
cooperate in any further investigation that the Police will require.
Alternatively, if you have purchased travel insurance which covers baggage, you may
contact them to see whether or not you can file a claim for it. I cannot guarantee any
favorable results as your policy with your travel insurance will govern in this matter.
Mr. Aldons, your feedback is important and valuable to us. For this reason, I forwarded
your feedback to Melbourne and Adelaide airport management team for their internal
review.
I would like to apologise once again for any inconvenience caused as a result of this
incident. I hope that you will give us an opportunity and pleasure in welcoming again onboard in one of our flights in the near future.
GR GEN 00435087
Dear Ms. Gilchrist,
Thank you for your feedback and taking the time to bring this matter to our attention.
caused as a result of this flight reschedule. Please rest assured the decision to
After further investigation, with regards on how we upload our flight in our system, I can
advise that our system does not take into consideration future time changes. Our
system has to load the flights real to comply with the aviation industry standards.
Whilst remaining apologetic to this incident, I regret to advise that I am unable to meet
your expectation requesting for a compensation line with our Conditions of Carriage. I
Ms. Gilchrist, thank you for your time. I can assure you that your feedback, in its
entirety, has been forwarded to our Relevant Management team within the Airline for
their internal review. This will afford them the opportunity to review the policies, and
make any necessary amendments.
GR GEN 00435105 Dear Mr. Broker,

experience.
requirements and we regrettably had no other option but to reschedule your service. .
scheduled aircraft to be used on the actual flight. Also, it is very important to have
enough number of cabin crew in every flight for safety reason and as part of our
standard operating procedure. The number of cabin crew in every flight is required to be
met for industry compliance. Thus, we are unable to fly unless this particular
requirement is met.
meet your expectation for your refund request in line with our Guest Compensation
Policy and Conditions of Carriage. I sincerely apologise for any further disappointment
this may cause.
Mr. Broker, your feedback as our valued member is very important to us and an integral part
of our continued growth and development . Please rest assured that the entirety of your
feedback has been forwarded to the relevant management team for their internal
review.
I would like to say that despite the several apologies that I have asked, I understand
that we cannot go back to the things that already happened. With these things in my
mind, I am hoping that you and your friend will give us another chance of having the
GR GEN 00435128 Dear Mrs. Hayton,

functionality, and I sincerely apologise for any inconvenience this has caused.
We are constantly looking at ways to enhance our guests online experience, and I can
assure you that changes are directly influenced by the feedback we receive from you as
our valued guests.
With regards to the part of your complaint about car hire and the email that you receive
offering you to book a car hire, I would like to apologise if it appeared to you as a scam.
You may receive email offer from us as such but we cannot guarantee the availability of
the lower price. This is due to the policy that the prices of our flights, hotels and car
hires are all subject to changes.
Mrs. Hayton, the concerns you have raised have been shared with our E-commerce
management team via our comprehensive reporting system for their full internal
investigation and review.
I would like to apologise once again and I am hoping that you will give us another
chance of having the pleasure in welcoming you back on board in one of our flights in
GR GEN
Dear Ms McGladrigan, 00435134
experience.
I would like to promptly apologise if the flight disruption has caused you inconvenience
which resulted to your flight to Brisbane with Mr. Mulholland split into two different
flights. Please rest assured the decision to reschedule a flight is not taken lightly as it
After further investigation, I can advise that you have a separate and independent
booking. This means that if there will be changes that will happen to your flight, our
robotic system will transfer you to the next available flight without considering your
companion who is on another separate and independent booking.
The separation of your flights could have been prevented if both of you were booked
under one single reservation. It happens to his booking as well when the flight disruption
happened on that day. Our robotic system did not consider his companion who may
have been booked on a separate and independent reservation.
Compensation Policy and Conditions of Carriage. I sincerely apologise for any further
Ms. McGladrigan, we value your feedback and you as our member and for this reason, I
forwarded the entirety of your feedback to the relevant management team for their
internal review. Your feedback is very important to us because it is an integral part of our
growth and development.
GR GEN 00435159 Dear Ms Kelaher,

requirement is met.
Ms Kelaher, your feedback as our valued member is very important to us and an integral part
review.
GR GEN 00435175 Dear Mrs. Vitnell,

requirement is met.
Mrs. Vitnell, your feedback as our valued member is very important to us and an integral part
review.
GR GEN 00435178 Dear Ms. Cousin,

I would like to promptly apologise for the inconvenience caused as a result of the flight
disruption from Fiji to Sydney.
I can confirm that your flight was revised due to operational requirements and we
regrettably had no other option but to reschedule your service. The operational
requirements include the required number of cabin crew and the condition of the aircraft
whether it is fit to fly or not. If we will fail to comply with the required number of cabin
crew, we may be held liable as this is violative of standard operating procedure in
accordance with the aviation industry standards. Also, we do not want the safety of our
valued passengers and cabin crew to be compromised.
It is with regret to advise that I am unable to meet your expectation with regardsto your
compensation request in line with our Guest Compensation Policy and our Conditions
Of Carriage. I apologise if this decision has caused further disappointment.
Ms. Cousin, We value you and Josiah as our guest and your important and substantial
feedback and comments have been forwarded to the team assigned in reviewing this
incident.
I apologise once again and I hope that you will give us an opportunity in welcoming you
back on board in one of our flight in the future.
GR GEN Dear Mr. Harpley, 00435187

I would like to promptly apologise for the inconvenience caused as a result of this
incident. It is concerning for us to learn about the occurrence of the alleged possible
theft.
As we dont have the proper position for a cause of action, you may file a Police Report
for the furtherance of the investigation on this matter. We are willing to cooperate in any
further investigation that the Police will require.
Alternatively, if you have purchased travel insurance which covers baggage, you may
contact them to see whether or not you can file a claim for it. I cannot guarantee any
favorable results as your policy with your travel insurance will govern in this matter.
Mr. Harpley, your feedback is important and valuable to us. For this reason, I forwarded
your feedback to Adelaide and Launceston airport management team for their internal
review.
I would like to apologise once again for any inconvenience caused as a result of this
incident. I hope that you will give us an opportunity and pleasure in welcoming again onboard in one of our flights in the near future.
GR GEN Dear Mrs. Jamieson, 00435204

caused as a result of your recent flight disruption from Cocos Islands to Perth.
Mrs. Jamieson, I would like to say that we definitely value you as our member and as
such Im willing to take this further.

To better assist you, may I ask you to attach and forward to me via reply email, the
receipt of the expenses you would like to claim as a result of the flight disruption?
Please note that the decision to accept such itineraries and/or receipt is a commitment
to assess the totality of the situation and inconvenienced caused by the disruption and
the acceptance does not guarantee anything in return.
Upon receipt of the required information, the situation will be assessed in line with our
Guest Compensation Policy and we endeavour to advise the outcome of the said
assessment as soon as possible.
In addition, the feedback provided by you as our valuable guest is an integral part of our
as our valued member have been distributed to the Operations management team
within the airline via our comprehensive reporting system for their internal review.
Mrs. Jamieson, I apologise once again for any inconvenience caused as a result of this
experience, and I look forward to hearing from you at your earliest convenience.
00435321 Dear Mrs. Roxby,

Thank you for your email and I apologise if it has taken time for me to respond. I trust
that you are well upon the receipt of this email.
Also, I would like to offer my sincere apology if this incident has caused you
inconvenience.
We have contacted Delta Airlines regarding the feedback about the seat and
compensation request. After their further investigation, it has been discovered that you
had a seat assignment for the Los Angeles - Phoenix flight and you were able to
checked-in with your reserved seat. You were on 20D for the flight on DL4794 LAXPHX
as per the information from Delta Airlines.
According to Delta, they cannot verify from their system the situation that you are
claiming because of the absence of a substantial proof. According to Delta Airlines,
There are no general or special remarks regarding this incident. It is not their procedure
as well to let the passenger seat on the pull down chair of the flight attendants.
As per Deltas email to us, they are unable to give any compensation since they can
only see that you were on seat 20D.
Mrs. Roxby, I apologise for any inconvenience caused as a result of this incident and
thank you for the bringing this matter to our attention.
00435213 - Dear Mr. Frailey,
Thank you for your feedback and taking the time to let us know about the issue between
you and the travel agency whom you booked your flight with.
It is concerning for us to learn about your experience in dealing with them as we are
expecting travel agents to be the representative of our Airline to the people. I would like
to offer my sincere apology for the inconvenience caused as a result of this incident.
I would like to thank you as well in positively noticing the level of assistance that our call
centre staff provided.
Mr. Frailey, because we value you as our guest, I forwarded the entirety of your feedback to the
relevant management team within our airline for their internal review.
I apologise once again for any inconvenience and I hope that you will give us an opportunity and
pleasure in welcoming again on-board in one of our flights in the near future.
00435220 - Dear Mr. Wright,
I would like to promptly apologise about what happened on your recent flight from
Melbourne to Cairns if you feel inequality regarding having the exit row seat being
allocated for somebody who have not undergone the security briefing and paid the fee.
Extra legroom seat needs to be pre purchased to be secured, confirmed and
guaranteed unless the passenger, upon check-in and evaluation of the airport staff, is
not physically fit to be seated on it, request to be seated on the extra legroom seat will
be denied.
If in case that there will be vacancy in one of the extra legroom seats, it is the duty, of
our airport staff, under their sound discretion and prerogative, to look for a physically fit
person to fill the extra legroom seat so that we will be able to complete and maximize
the row as being part of our standard operating procedure in line with the aviation
industry standards.
These passengers who did not purchase the extra legroom seat prior to the flight do not
have a secured, confirmed and guaranteed seat on the said row therefore its all by
chance. While you who paid the seat, has it secured, confirmed and guaranteed under
your names specially you passed the eligibility requirements of seating in an extra
legroom seat.
Mr. Wright, we value you as our guest and for this reason, I forwarded your entire feedback to
the relevant management team within the airline for their internal review. Please rest assured
that your feedback is important because it is an integral part of our growth and development.
00435241 Dear Mrs. Anderson,

Thank you for your feedback, I do appreciate the time taken to advise us of your recent
disruption from Melbourne to Sydney.
After further investigation, I can confirm that your flight from Melbourne to Sydney last
12th of October 2015 was disrupted due to an operational requirement and we
regrettably had no other option but to delay the service. The weather on that day was
influential to the people who made the decision. The decision to cancel or delay a flight
was not taken lightly because it will affect many of guests and our network overall.
Also, I would like to apologise if it appeared to you that the staff at the airport were
unfriendly, uncooperative and uninterested with your plight. We value your feedback and
for this reason I forwarded your feedback to the relevant management team for their
internal review. This will ensure that the staff who were on duty and assigned for that
flight will receive further and coaching where necessary. Please rest assured your
comments in relation to any disruption management handling have been forwarded
through our comprehensive reporting system, to the relevant airport manager for their
internal review.
I apologise once again for any inconvenience and I hope that you will give us an
opportunity and pleasure in welcoming again on-board in one of our flights in the near
future.
00435253 - Dear Mr. Carrolan,
I would like to promptly apologise for any inconvenience caused as a result of the flight
disruption of your flight from Sydney to Launceston. Please rest assured that the
decision to reschedule a flight is not taken lightly as it significantly affects many of our
guests and our network overall.
After further investigation, I can advise that based on the historical time stamp on your
booking, the schedule notification was sent to the mobile number which was registered
in the booking at exactly 12:32PM Sydney Time October 12, 2015, thus allowing
enough time for everyone to be on time.
Also, there was an email sent to the email address registered in the booking at exactly
12:29PM Sydney time October 12, 2015. There is a possibility that if you are not the
one who personally booked the flight, your personal details were probably not
nominated to receive notification thus resulting to you missing our communication.
It is with regret to advise that we are unable to meet your expectation regarding the
reimbursement request for the accommodation.
Mr. Carrolan, I understand that this is not the outcome you hoped for, I can only hope
that you will still give us an opportunity of having the pleasure in welcoming you back on
board in one of our flights in the near future.
Dear Mrs. Kara, - 00435269

Thank you for your feedback and taking the time to let us know abot your recent
provided.
We are continuously evolving, improving and developing to ensure that our team is able
to provide you with the best service and experience possible. As such, your specific
concerns have been shared with our Cabin Crew management team via our
ensure our team members who were on duty on that flight will receive further training
and coaching where necessary.
I would like to address the part of your feedback about a child travelling alone being
seated next to a stranger. Children travelling alone have a different set-up and we have
a separate place in the plane for children travelling alone. The children travelling alone
will seat beside other children who is travelling alone as well and will not be seating
beside a stranger.
I would like to apologise if we did not meet your expectation regarding your seating
preference. Our airline allows you to view and assign the available seats prior to making
a payment, thus allowing you to get the seat that you want. It appears that this part of
the booking processed was missed resulting your booking not having any pre allocated
seats. If this is the case and you arrive at the airport, our airport staff cannot bump off
passengers who pre-allocated their seats. We acknowledge families travelling with us
but as much as we want to have you seat together if the reason above is present or
other compelling reasons prohibit us to do so like changes of aircraft among other
reasons, it is with regret to advise that we wont be able to meet your expectation in this
occasion.
Mrs. Kara, I apologise once again for this disappointing experience and sincerely
appreciate the time taken to bring this to our attention. I can only hope that you will still
give us an opportunity of having the pleasure in welcoming you back on board in one of
our flights in the near future.
00435300 Dear Ms. Allen,

provided.
We are continuously evolving, improving and developing to ensure that our team is able
to provide you with the best service and experience possible. As such, your important
concerns have been shared with our Cabin Crew management team via our
ensure our team members, specifically Tania will receive further training and coaching
where necessary.
Also, I would like to apologise if the totality of your travel starting check-in, boarding and
arrival appeared unpleasant to you.
Ms. Allen, I was thinking if you booked your flight through a third party company or a
travel agency as you were not given proper expectation about the baggage entitlement
in your tickets. I like to apologise as well if your brother was not offered an alternative
seat due to the circumstances you mentioned in your feedback.
Overall, I would like to say that despite the several apologies that I have asked, I know
mind, Id like to ask for another chance of having the pleasure of welcoming you back
on board in one of our flights in the near future so we can rectify any poor impression
gained on this occasion and regain your trust in our airline.
00435317 Dear Mr. Wardle,

disruption from Fiji to Sydney.
I can confirm that your flight was disrupted due to operational requirements and we
regrettably had no other option but to reschedule your service. The operational
requirements include the required number of cabin crew and the condition of the aircraft
whether it is fit to fly or not. If we will fail to comply with the required number of cabin
crew, we may be held liable as this is violative of standard operating procedure in
accordance with the aviation industry standards. Also, we do not want the safety of our
valued passengers and cabin crew to be compromised.
Mr. Wardle, We value you and your family as our guest and your important and
substantial feedback and comments have been forwarded to the team assigned in
reviewing this incident.
mind, Id like to ask for another chance of having the pleasure in welcoming you back on
board in one of our flights in the near future so we can rectify any poor impression
00435326 Dear Mr. Calligeris,

specific concerns. To do so could we please ask you to reply with another
I have to ask this because the reservation details you provided dont find any match in
our records. This is very important because your booking will be our first point of basis
in assessing you request.
Mr. Calligeris, we look forward to hearing from you at your earliest convenience.
Kind regards,
Dear Mrs. Robinson (Marshall), 00435334
It is with regret to learn that we have not met your expectations with regards to your
seating arrangement on your flight from Cairns to Melbourne.
Whilst I sincerely apologise for any disappointment this has caused, we are unable to
guarantee a specific seat selection as it may need to be changed for a number of
reasons, including safety and operational requirements.
Mrs. Robinson (Marshall), Please rest assured that your feedback is forwarded to the relevant
management team who will review this incident. Your valuable and important feedback and
comments are integral part of our growth and development as an airline.
mind, Id like to ask for another chance of having the pleasure of welcoming you back
on board in one of our flights in the near future so we can rectify any poor impression
Dear Mr. James, 00435336

Thank you for your feedback, I do appreciate the time taken to bring this matter to our
attention.
caused as a result of the confusion caused by the currency that needs to be used to
process the payment for your booking.
After further investigation, when you called last 14 th of October 2015, you were advised
and given a price quoted under EUR currency but the line got disconnected and the
change process did not go through. Also, your ticket cannot be re issued under AUD
primarily because it is not departing Australia. We are only following the original
currency that Travelgenio used when they originally booked your flight to comply with
aviation industry standards.
I apologise if we are not of assistance to you despite that your booking QOOSFF is
under our authority, it is still subject to the prevailing conditions of the original ticket
where it came from, which is Travelgenio.
Mr. James, I forwarded your feedback about this matter to the relative management
team for their internal review. Please rest assured that your important feedback is an
integral part of our growth and development as an airline. With these things in my mind,
Id like to ask for another chance of having the pleasure of welcoming you back on
board in one of our flights in the near future so we can rectify any poor impression
Dear Mr. Rice, 00435337
experience.
sincere apology for any inconvenience caused as a result of this flight disruption.
We make every effort to ensure that our flights depart as per schedule, however given
the nature of the aviation industry there are circumstances that may arise from time to
time which are completely outside of our control.
After further investigation, I can confirm that your flight was disrupted due
to unsuitable weather conditions and as the safety of our guests and staff is the airline's
absolute priority, we regrettably had no other option but to reschedule some services on
this day.
Mr. Rice, please rest assured your important comments in relation to any disruption
management handling will be forwarded to the relevant airport manager via our
I do hope you will give us an opportunity and the pleasure to welcome you back on
board one of our flights in the near future.
00432975 E2C
Dear Ms de Smit,
I would like to apologise for the delay of my response.
After further investigation, I was able to locate the call recording and listen to the
conversation between your friend and our Call Centre staff. It appears that your friend
did not mention that you are connecting with an international flight. Our staff answered
the question straight to the point as your friend is just enquiring about required photo id
for a domestic flight. Your friend did not mention that you are flying without passport or
did not give any hint, if she does, our staff will have answer differently and will think that
you might be travelling with an international connection.
Therefore, I apologise if we are unable to check you in for your flight from Cairns to
Brisbane. If the ticket is within our absolute authority, we may have look for flexible
actions that we can take to accommodate you. However, since your is a ticket is under
the absolute control of Air New Zealand, Virgin Australia is required to comply with the
Global Aviation Industry Standards because otherwise both airlines may be held liable.
Ms. de Smit, overall, I would like to say that despite the several apologies that I have
asked, I know that we cannot go back to the things that already happened. With these
things in my mind, Id like to ask for another chance of having the pleasure of welcoming
you back on board in one of our flights in the near future to rectify any poor impression
Dear Team,
I would like to specifically ask the following:
1.) If this incident really happened?
2.) Are you able to give us a report of what is the precise time did this passenger
arrived?
He is travelling with a colleague on this PNR: ZWUDGE who was allowed to board the
plane.
further review.
Thank you so much.
Guest Name: Mr. Herschel Grace
Guest Email: herschel_grace@hotmail.com
Reservation Number: QNBBXW
Flight Number:VA351
PIR Type:
PIR Number:
Feedback Subject: Unfair treatment and poor customer service handling in front of other
passengers.
Feedback Details: I had missed the baggage drop off time for my original flight-VA351by 4 minutes. I had also allowed for 2.5 hours to travel from the SE suburbs (Edithvale)
to get to the airport. I was travelling with a colleague for work and we both approached
different people at the ticket counter but we went up to the counter no more than 1
minute apart. The ticket hostess said i was not allowed to board because my baggage
missed the drop off time but yet my colleague at the next counter across was allowed to
baggage drop and go through. Because of the difference in treatment i had asked why
am i not allowed when my colleague could go through and all i got was rude remarks
that there was nothing she could do and i had to go to the service desk which i did and
then had to buy a brand new ticket (VA353) because i had checked in and did not
board. All this time, my colleague was allowed to board. I do not understand why i was
not treated the same way. Kimberly Lai who i was supposed to be travelling with on that
was original flight was able to board and wait in Brisbane for her luggage to arrive on
the next flight. I believe i should also have been given this option as it would have at
least saved me having to purchase an additional fare. Also there is normally someone
who notifies people waiting in line if a bag drop gate is closing so they can be pushed
forward in the line but in this instance there was no one there so we were just waiting in
line for 10-15 minutes not being able to go to the front. I often travel for work and my
flight preference has always been Virgin but this experience i found horrendous and
incredibly insulting as this all occurred in front of other passengers in line. If there is
anything that you can do, it would be most appreciated.
Regards,
Herschel

ref:_00D90KkT5._5009011pekL:ref
00434224 Dear Mr. Grace,
I already forwarded an email to Melbourne Airport team about this incident. I am currently
waiting for their response and as soon as I get their response, I will endeavor to get in touch
with you. I appreciate your time and patience during this process.
E2C 00434301 Dear Mr. Latendresse,

Thank you for your email and I apologise for the time it has taken for me to send you this
response. I trust that you are well upon receipt of this email.
It is with regret to advise that I am unable to meet your expectation with regards to your
reimbursement request due to the outcome of our investigation.
After further investigation, I can advise that passengers who were affected by the flight
disruption were provided accommodation at the airport. These accommodations are exclusively
arranged by Virgin Australia for those passengers who are affected. I can also advise that there
was a phone call made last 3rd October 2015 and was able to listen to your conversation. At this
time, we have already placed a policy regarding accommodation of passengers who are
affected of the flight disruption. Our staff advised you that it has to be requested at the airport to
arrange the accommodation.
I received a feedback from our Sydney airport staff advising that they did not see you at the time
that they were organizing the accommodation.
Nevertheless, in light of your experience and because we value you as our guest together with
your fianc, I am willing to provide you and your Fianc 3,000 velocity points each as a goodwill
gesture.
If you are already a Velocity member, please advise your membership number so I can apply
the Goodwill points to your membership for immediate access. If you are not already a member,
you can join our Frequent Flyer program by clicking the below link which will direct you to our
Frequent Flyer program subscription page:
You will need to submit the required information. At the end of this process a membership
number will be issued to you. Please then provide your membership number via return email to
me and I will add the Goodwill points offered, to your new Velocity membership.
I apologise once again for further disappointment caused by the decision made. We value you
as our guest. With these things in my mind, Id like to ask for another chance of having
the pleasure of welcoming you and your fianc back on board in one of our flights in the
near future to rectify any poor impression gained on this occasion and to regain your
trust in our airline.
E2C 00433119 Dear Mrs. Patel,

Thank you for your email and I apologise for the delay of my response.
After further investigation, I was able to locate the recording of the calls you made to us
last 29th of September 2015. You initially spoke to one of our call centre staff but while
were on hold and she was trying to check further details about your concern, the line got
cut off. She did not mention anything about the fee or anything about the rules of name
change/correction yet. She asked for the correct name to see the possibility of changing
the name and check what are the terms and conditions and possible fees that may
apply. She said that she will be happy to assist you with your concern but she will have
to check if she can do it. She did not change the name on Virgin Australia sectors as
she said that she will go ahead and check if she can do it and she did not say that she
will do it and did not mention about $25.00 fee.
Also, we are able to listen to the second call you had with Jess. Jess is doing the
correct action and giving you the correct information about the policy in relation to name
correction. Jess called you back and advised that there is a $25.00 re issue fee and she
speak to one of the senior staff. You said you will just then call back and Jess ask if you
would like her to check if there are any other fees that you will need to know to change
the last name. She went back to you and gave you a price of $473.58 which includes
the $25.00 fee already and the call got cut off. All of the information provided on the call
recording is consistent and no misinformation provided.
Your husband called that evening with the same issue was advised that of the same
amount as above that needs to be paid to change your last name.
I understand the hassle of the phone calls and emails you made to bring this matter to
our attention. In line of this, I am willing to provide you 5,000 velocity points for each of
you as a goodwill gesture.
If you are already a Velocity member, please advise your membership number so I can apply
the Goodwill points to your membership for immediate access. If you are not already a member,
you can join our Frequent Flyer program by clicking the below link which will direct you to our
Frequent Flyer program subscription page:
You will need to submit the required information. At the end of this process a membership
number will be issued to you. Please then provide your membership number via return email to
me and I will add the Goodwill points offered, to your new Velocity membership.
Mrs. Patel, I apologise once again for further disappointment caused by the decision made. We
value you as our guest. With these things in my mind, Id like to ask for another chance
of having the pleasure of welcoming you and your back on board in one of our flights in
the near future to rectify any poor impression gained on this occasion and to regain your
GR GEN 00435560 - Dear Mr. Marinucci,
I would like to promptly apologise for the incident that happened when you are to travel
from Los Angeles to Melbourne. I would like to offer my sincere apology as well as to
how your baggage were transferred and if it appeared that it was a hassle.
Mr. Marinucci, your important and substantial feedback such as this is very important to us
because this is an integral part of our growth and development as an airline. For this reason, I
forwarded your comments to the relevant management team in Los Angeles and Melbourne
airport for their internal review.
We value you as our guest. With these things in my mind, Id like to ask for another
chance of having the pleasure of welcoming you and your back on board in one of our
flights in the near future to rectify any poor impression gained on this occasion and to
GR GEN Graham Paul 00435589
Dear Dr. Paul,

I would like to promptly apologise for the incident that happened when you are to travel
from Darwin to Sydney. I would like to offer my sincere apology as well as to how the
gate appears to be an unpleasant place to wait and the quality of the sound of the
microphones used for important announcements doesnt sound to be the best.
Dr. Paul, your important and substantial feedback such as this is very important to us
because this is an integral part of our growth and development as an airline. For this
reason, I forwarded your comments to the relevant management team in Darwin and
Sydney airport for their internal review.
We value you as our guest. With these things in my mind, Id like to ask for another
chance of having the pleasure of welcoming you back on board in one of our flights in
the near future to rectify any poor impression gained on this occasion and to regain your
00435599 GR GEN - Dear Mrs. Doran,
I would like to promptly apologise for any inconvenience caused as result of not having
the extra legroom seats that you paid for in the booking. I review your reservation and
the seats that you were on. I found that you were not on the extra legroom seats.
I would like to advise that I can process a refund of $120.00 AUD back to the original
form of payment used when you purchase the extra legroom seats.
Mrs. Doran, as you are an existing valued Velocity Member, I am able to offer you an
alternative payment of 6,000 in Velocity Points instead of a refund and this will be per
passenger, should this be more suitable to you kindly advise and I will ensure this is
processed for you as soon as possible.
Once again, I apologise for the trouble and would love to hear from you at your earliest
convenience.
00435602 GR GEN Dear Ms. Thompson,

Ms. Thompson, I would like to promptly apologise for any inconvenience this could have
specific concern and create an executable resolution.
00435608 GR GEN Dear Mr. Lopez,

We value your feedback and as such, we would like the opportunity to respond to your
reservation details (6 letter booking reference and your full 13digit ticket number) and
any other details relevant to your experience. The reservation code G5I2LJ that you
have provided herein is not finding any match in our records. I am unable to merely
search for your name as this will be in violation of our privacy and security policy.
Mr. Lopez, I would like to promptly apologise for any inconvenience this could have
specific concern and create an executable resolution to regain your trust in our airline.
00435609 GR GEN Dear Mr. Roderick,
It is with regret to learn that we have not met your expectations with regards to getting
an extra legroom seat on your recent flight. I sincerely apologise for any disappointment
this as caused.
I can assure you that changes are directly influenced by your important comments. We value as
our guest and for this reason, I forwarded your comments to the In-flight Experience
management team for their internal review.
With regards to your future flight, you can call our Guest Contact Centre at 13-67-89 to process
the payment for the available extra legroom seats in your flight. Our Guest Contact Centre is
available 24hours 7 days a week and willing to provide assistance in adding extra legroom seats
for your flight. Alternatively, you can try adding it online so you can avoid the applicable guest
contact centre fee. Please note that extra legroom seats are subject to availability and
conditions.
we look forward to the opportunity of welcoming you onboard in the near future.
GR GEN 00435618 Dear Mrs. Cheung,

We value your feedback and as such, we would like the opportunity to respond to your
reservation details (6 letter booking reference and your full 13digit ticket number) and
any other details relevant to your experience. I am unable to merely search for your
name as this will be in violation of our privacy and security policy.
Mrs. Cheung, I would like to promptly apologise for any inconvenience this could have
specific concern and create a reasonable and applicable resolution to regain your trust
in our airline.
GR GEN 00435625 Dear Mr. Nantogmah,

Please rest assured that the decision to delay a flight is not taken lightly because this
will affect many of our passengers and our network overall.
After further investigation, I can confirm that your flight from Port Vila to Brisbane was
revised due to operational requirements and we regrettably had no other option but to
reschedule your service. These operational requirements primarily include safety
The feedback provided by you as our valued guest is an integral part of our continued
growth and development; please rest assured that your individual comments will reach
the Operations management team within the airline via our comprehensive reporting
Mr. Nantogmah, I apologise once again for the trouble this has caused you and Id like
to ask for another chance of having the pleasure of welcoming you back on board in
one of our flights in the near future so we can rectify any poor impression gained on this
Endeavor
E2C 00434634
Dear Mr. Austen,
I would like to promptly apologise for any inconvenience this incident could have caused
you and if it appeared to you that the travel experience of your family holiday went
unpleasant.
After further investigation, I can advise that the ticket was issued by Air New Zealand
and under their absolute authority. I checked the notes on the reservation and
discovered that the root of this issue is about how the name was booked. If this is the
case, we cannot simply change the name on the ticket because we may breach the
booking owned by Air New Zealand and this is a serious violation. Air New Zealand
advised us that the name correction may take 24 hours to take effect and we cannot do
anything but to abide by their rules.
It is a general rule as well that whenever a passenger is travelling internationally, the
name on the valid passport must be the same as the one that appears on the booking
otherwise penalties based on the applicable terms and conditions agreed upon when
paying the booking will apply.
If we let passengers check in who has a passport that doesnt match exactly the name
on the booking, we may be held seriously liable.
The comments of Mr. Sanchez whos with security and customs are in general terms
and does not address the specific terms and conditions on your ticket, agreement
between airlines and aviation industry standards. The procedure that was performed at
the airport is for strict compliance and as much as we want to offer possible flexibilities,
we are unable to do so as most these processes are required by the aviation industry
standards.
We definitely have interest in your family holiday and we appreciate families flying with
us. However, it is with regret to advise that we are unable to meet your expectation
about your compensation request.
The question that you raised about why the original fare wasn't transferred to another
flight is outside of our sphere because your ticket is owned by Air New Zealand and the
terms and conditions are governed by them.
Overall, I would like to say that despite the apology that I have asked, I know that we
occasion.
E2C 00435222
Dear Ms Ni Beirne,
The Guest Charter states that we will contact our guests or their Travel Agent or Travel
Management Company to let them know about the disruption. It appears that your
booking was not created directly from us but created by a travel agency or a third party
company which is Expedia. This means that the contact details that we use to send
notification is not yours but your travel agent's or third party company's contact number
and email. As a result, we are expecting that the travel agency will forward the
information to their clients with respect to any flight updates.
Consequential lost is different to the cost that we are referring in our guest charter. We
will always endeavor to put you to the next available flight at no cost - changing the
flight without any penalties such as change fee and fare difference. Consequential lost,
as a result of flight disruption as such, must always be claimed from the travel insurance
subject to the coverage of the policy.
Also the downside of having a separate booking for every flight is present in this case.
As far as we are concern, we are unable to extend our assistance to those flights which
are not present in the reservation that we are working on i.e. multiple reservations.
Thus, if a flight is cancelled and a separate flight is booked onto another reservation and
it is with a different airline, we may be limited in providing assistance as this kind of
travel or journey may be connected but not in a formal manner.
This is the best that we can do given the fact that you did not pay Virgin Australia but
Expedia instead. The proper course of a refund request must be done through Expedia,
subject to their terms and conditions. Their terms, conditions and decisions will prevail
upon you and your reservation because they are the owner of your ticket. It is Expedia
who paid Virgin Australia under a Business to Business relationship.
As part of our Conditions Of Carriage and Guest Compensation Policy, providing
compensation is not included in this case especially that the booking is not directly with
us. We come up into this decision because our staff over the phone has provided this
travel bank which shouldn't be. For the purposes of our consistency we are giving this
option to you based on the conversation you had with our staff over the phone. Our staff
did not offer a refund because she knows well that it is not possible but made a way to
at least do something in this case.
Ms. Ni Beirne,I understand the inconvenience caused by the disruption of flights. I am
offering my utmost apology to you. This decision is not just based on what we want but
based on the global aviation industry standards especially that we have Expedia as our
middle man in this case whom we consider globally one of the largest travel agency.

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00432737

Dear Mr. Draca,

Thank you for your assistance.

Dear Mrs. Le,

Dear Mr. Hengst,

Dear Mr. Wright,

Thank you for your assistance.

Boarding: 18:30 (6:30pm)

Thank you for your assistance.

Dear Mr. Goodwin

Thank you for your assistance.

GR GEN 00434154 Dear Mr. Gibson,

GR GEN 00434224 Dear Mr. Grace

GR GEN 00434273 Dear Mrs. Flores,

GR GEN 00434287 Dear Mr. cheetham,

GR GEN 00434288 Dear Mr. Brinkworth,

GR GEN 00434289 Dear Mrs. Richmond,

GR GEN 00434301 Dear Mr. Latendresse,

GR GEN 00434354 Dear Ms Catley,

GR GEN 00434510 Dear Mr. Peters,

GR GEN 00434520 Dear Mr. Compton,

GR GEN 00434526 Delayed Baggage Dear Mr. Siotis,

GR GEN 00434536 GATE CLOSE EARLY - Dear Mr. Mukwembi,

GR GEN 00434541- DUPE CHARGE - Dear Ms Williams,

GR GEN- 00434560-Product- Dear Ms williams,

GR GEN 00434583 - Dear Mr. Yesgar GCC

GR GEN 00434595 - Dear Mrs. Sarri, GROUND CREW

GR GEN 00434627 - Dear Mr. Das, - 3rd party

GR GEN 00434631 - Dear Ms. Castagna,

GR GEN 00434634 - Dear Mr. Austen,

GR GEN 00434640 - Dear Mr. Cameron - Compliment

GR GEN 00434643 Dear Mr. Hunter Refund Extra Legroom

and I appreciate your patience during this process.

GR GEN 00434652 Dear Mr. Ellis, Check-in-no show

GR GEN 00434690 - Dear Mr. Monsour, - Website functionality

GR GEN 00434695 - Dear Mr. Penman,

GR GEN 00434725 GROUND STAFF - Dear Mr. Trahanas,

GR GEN 00434745 - Dear Mr. Cook,

E2C 00434520 - Dear Mr. Compton,

E2C 00432553 Dear Mr. Choustine,

E2C 00433679 Dear Mr. Haines,

E2C 00433621 Dear Mr. Gebremariam,

E2C 00433517 Dear Mr. MacCallum,

E2C 00433754 Dear Mr. Markwell,

E2C 00433985 Dear Dr. Castle,

E2C 00433843 Dear Mr. Dougherty,

E2C 00432996 Ms. Mcauley

Dear Mr. Wright,

Feedback Type: Complaint

Thank you for your assistance.

E2C 00432753 Dear Mrs. Baker,

during this process.

E2C 00433357 Dear Mr. Franchina,

E2C 00434100 Dear Mr. Badenoch Reed,

E2C 00433336 Dear Ms Rankin,

GR GEN Dear Mr. Aldons,

GR GEN 00435105 Dear Mr. Broker,

GR GEN 00435128 Dear Mrs. Hayton,