Complete lack of communication

4 replies

SaltyJ

Virgin Australia - Velocity Rewards

Member since 06 Dec 2012

Total posts 155

Is it poor customer service to not make any announcements about delayed flights?  In the Canberra VA lounge. The previous Canberra to Sydney flight was delayed (some sort of air traffic congestion around Sydney) the flight was coming from Sydney and returning. As I believe my flight (the next schedule one) was also. I figured there might be a small delay,  but then got a Trip case me sagged saying my flight would be departing 20minutes later. Then received another 5 minutes later to say the flight will depart 30 minutes later. Flight was due to board at 6pm for 630pm departure. It is now 642pm an there has not been a single announcement. P**s poor? 

henrus

Qantas - Qantas Frequent Flyer

Member since 23 Oct 2013

Total posts 768

Are you sure there hasn't been an announcement at the gate? I'd go down to the gate and find out if a plane is at the gate. The staff are often busy during a delay and an announcement is the last thing on their mind (yes from a customer point of view it should be first but that can't always happen).


I had a Jetstar flight from Sydney to Brisbane (the last one of the day) a few weeks ago and Tripcase told me the flight had been canceled... I got straight on the phone the phone to Jetstar and was booked on the first service the next morning. It took JQ around 30 minutes before an announcement was made.

markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 436

I think you need to cut them some slack. I don't fly VA but on a number of occasions I've had the Qantas app notify me of delays or issues well ahead of the lounge or other ground staff even knowing there was an issue. 


The last time this happened was (funnily enough) in Canberra where my flight home was affected by wind in Melbourne for the inbound aircraft. The Qantas app alerted me to the delay and the lounge staff were quite confused as they knew nothing of the issue (I had to change a connecting flight). In this instance the Qantas call centre rang me about 30mins later wanting to rebook the connection that I'd already sorted...And just after that was the lounge announcement re the delay. 

Data flows in mysterious ways around large organisations...

kimshep

Qantas - Qantas Frequent Flyer

Member since 11 Oct 2014

Total posts 339

[QUOTE=6388;36431]

Data flows in mysterious ways around large organisations...

[/QUOTE]

.... and sometimes data does not 'flow' at all.

Last editedby kimshep at Mar 13, 2017, 10:32 AM.

markpk

Qantas - Qantas Frequent Flyer

Member since 29 Nov 2013

Total posts 436

[QUOTE=6388;36431]

Data flows in mysterious ways around large organisations...

.... and sometimes data does not 'flow' at all.

Last edited by kimshep at Mar 13, 2017, 10.32 AM.

[/QUOTE]


Very true Kimshep! 

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