Virgin Lounge membership extensions lapsing with no way to renew

6 replies

Ken Oath

Virgin Australia - Velocity Rewards

Member since 10 Jan 2019

Total posts 6

Hello all,

I’m wondering whether others here might be in the same boat - or perhaps have had better luck fixing this problem?

My existing Lounge membership with Virgin was extended for 12 months yet that comes to an end on May 30. I’ve flights in the weeks prior and after that date yet, as Virgin have ‘paused’ all renewals, there is no means to continue the membership I've had for many years.

I flagged this via email months ago and - after many months waiting for a reply - I was eventually informed I’d be contacted within 30 days of my membership expiring in order to arrange some form of solution. This never happened.

Not seeing the point in waiting more months to rectify an issue that comes to a head in a fortnight I called the Lounge today. I spent almost an hour on the line (largely on hold) only to be told that the phone staff can’t help me and it would be necessary to email.

As a long term supporter of the airline such poor service and resourcing is very dispiriting. Bain have had plenty of time to decide on the structure of their Lounge pricing - but if they need still more one might imagine informing and empowering Lounge staff to effect a temporary solution would make sense.

Obviously all Lounge users are key customers yet that relationship is seemingly of little importance to the new owners at present.

Grannular

Member since 31 Mar 2014

Total posts 217

Signing up for Qantas Club just got cheaper if Virgin can't get their shit in order

Dan22

Qantas - Qantas Frequent Flyer

Member since 07 Aug 2013

Total posts 116

Qantas had and still have their own problems and I'm not saying this as a supporter for virgin but prior to COVID I had an issue with a QF International booking and a seperate Jetstar flight ex SIN where I had lounge passes to link to the Jetstar Asia flight but their online lounge invite system would not allow it. Multiple calls and emails and passed from one to another. Several months went by no resolution. In the end I resolved it myself - I linked my pass to another airport and just pdf edited my Lounge location to show QF Lounge Singapore.

Just because you have bad service with Virgin. doesn't mean you won't have any by switching to another.


Ken Oath

Virgin Australia - Velocity Rewards

Member since 10 Jan 2019

Total posts 6

Originally Posted by Grannular

Signing up for Qantas Club just got cheaper if Virgin can't get their shit in order

Yes I’m aware that Qantas have lowered their previously overpriced joining fee whilst raising annual costs - however historically Virgin have been more proactively supportive of the music community I am part of. Like all segments of that sector we are doing it tough since COVID hit so Virgin’s more affordable fares make Qantas a bridge too far, as much as I’d love access to a wider lounge network.

John Phelan

Qantas - Qantas Frequent Flyer

Member since 28 Oct 2011

Total posts 240

Originally Posted by Ken Oath

Originally Posted by Grannular

Signing up for Qantas Club just got cheaper if Virgin can't get their shit in order

Yes I’m aware that Qantas have lowered their previously overpriced joining fee whilst raising annual costs - however historically Virgin have been more proactively supportive of the music community I am part of. Like all segments of that sector we are doing it tough since COVID hit so Virgin’s more affordable fares make Qantas a bridge too far, as much as I’d love access to a wider lounge network.

Like the time VA ran over Jon English's guitar on the tarmac??

Ken Oath

Virgin Australia - Velocity Rewards

Member since 10 Jan 2019

Total posts 6

Originally Posted by John Phelan

Originally Posted by Ken Oath

Originally Posted by Grannular

Signing up for Qantas Club just got cheaper if Virgin can't get their shit in order

Yes I’m aware that Qantas have lowered their previously overpriced joining fee whilst raising annual costs - however historically Virgin have been more proactively supportive of the music community I am part of. Like all segments of that sector we are doing it tough since COVID hit so Virgin’s more affordable fares make Qantas a bridge too far, as much as I’d love access to a wider lounge network.

Like the time VA ran over Jon English's guitar on the tarmac??

As I said Virgin have historically been proactively supportive of the Australian music community.

Ken Oath

Virgin Australia - Velocity Rewards

Member since 10 Jan 2019

Total posts 6

wow. guessing customer service on twitter has been outsourced to yet another organisation with no awareness or expertise.

https://twitter.com/jshit/status/1394919923382505479?s=20

they've not even read my careful explanations of the issue properly, nor took the time to read up here when i helpfully linked.

virgin on twitter was really proactive prior to bain. so much that bodes badly. such a shame.

Last edited by Ken Oath at May 19, 06.27 PM.
Last editedby Ken Oath at May 19, 2021, 06:29 PM.

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