Comments on: Virgin Blue’s gold class Velocity email blunder

By: Dan Brian

Dan Brian — Mon, 23 Nov 2009 14:14:48 +0000

Guys, at the risk of being shouted down, I’m going to speak up for some of the inhouse PR folks at virgin who I’ve worked with briefly in the past. En masse they are a talented hardworking bunch who have obviously dropped the ball here like we all have at some point.

Tim, I noticed in the podcast you ribbed them over the media duty contacts. Agreed the web contacts are arguably inadequate but I pulled the Comms Mgr’s number from the third and four google search result on: “virgin blue media release” both email, mobile, and landlines first go….as any journo might have done also. Here’s the search http://bit.ly/5LklhJ

Compared to the massive level of PR and media ignorance and incompetence we see daily at other Australian companies VB have a solid track record of trying new things (the hangerballs, the Branson stunts, etc) and get a ton of favourable press on a semi-regular basis so I’m saying they deserve a measured amount of tar and feathering… at least from their peers.

By: All that glitters is not gold!

All that glitters is not gold! — Fri, 20 Nov 2009 00:00:42 +0000

[...] Mumbrella has a post about it which has gathered a lot of comment: Virgin Blue’s gold class Velocity email blunder [...]

By: Stilgherrian

Stilgherrian — Tue, 17 Nov 2009 02:44:44 +0000

Fairfax is now reporting that the naughty email went to more than a million people. Even a free sandwich and coffee to 5% of them adds up to half a million dollars.

By: Bob

Bob — Tue, 17 Nov 2009 02:29:21 +0000

@Steph 16 Nov 09 11:01 am – Not sure where you got that I was whinging, I was just pointing out the irony. Regardless very big mistake from VirginBlue which will cost them a fair amount in the customer satisfaction/loyalty department.

By: Vote with your feet

Vote with your feet — Tue, 17 Nov 2009 00:48:22 +0000

The solution

Qantas FF
http://www.qantas.com.au/fflye.....am/welcome

By: Ex Virgin Customer

Ex Virgin Customer — Tue, 17 Nov 2009 00:35:26 +0000

Here is my take on the issue.

I have been a Velocity member for 3 years and have been a Virgin customer for 7-8 years. I have found to velocity rewards to be big on promises but low on actual tangible benefits to me, compared to Qantas rewards Velocity is a bit of a joke.

In spite of the anti spam laws I note that I constantly receive velocity marketing emails that do not have a valid reply to address and no opt out link or reply to email address within the email. I have yet to see anything within the velocity spam emails that interest me.

In contrast it seems velocity do not want emails from me as one almost needs to be a member of the FBI to find a valid email address to reply to them as opposed to impersonal web forms that do not seem to get answered with anything other than cut and paste bog standard responses.

The gold upgrade was a step in the right direction, I thought finally I am being offered something that seems worth the effort of supporting this company by purchasing its products and services. But no it was more smoke and mirrors.

No reply has been received to my email of protest (it took 3 hours to find a valid email address for them). admin@velocityrewards.com.au

I for one will be voting with my feet, Qantas/Tiger offer everything and more than Virgin does, they do it better, often cheaper, with more efficiency, without spam.

Qantas Frequent Flyer provide a genuine email address to reply to and they actually respond like a normal person would, their rewards are quite decent as well.

One last thing to remember Qantas is an Australian company and an iconic brand why not support the the local guy especially as they are offering a better deal and it seems they have a lot more respect for customers.

By: C K Cash

C K Cash — Mon, 16 Nov 2009 22:50:14 +0000

By: Anon

Anon — Mon, 16 Nov 2009 22:46:10 +0000

I complained to them via return email and they have since honoured the deal

By: Stilgherrian

Stilgherrian — Mon, 16 Nov 2009 21:59:09 +0000

That’s the joy of it all, Peter, yes you’re entitled to express your view. Which obviously I disagree with.

Is “bullying” a little dramatic? Well, you’re talking about organising people into an angry mob to demand something. If it’s not bullying itself, it’s certainly a step in that direction.

In all of this, I’m wondering what part of “Oops… We apologise” isn’t an apology. I guess it illustrates something about human nature: I just can’t see why anyone who hadn’t actually booked flights on the basis of the erroneous email would get so worked up about it. Of all the “problems” one might have to face in the world, this all seems very, very trivial.

By: Peter

Peter — Mon, 16 Nov 2009 21:46:38 +0000

Stilgherrian (67) I don’t expect them to grovel, but I do expect them to be sincere in their apology rather than being flippant. Is my reaction proportionate? Probably not. But that is the nature of the beast when you are an organisation dealing with customers – you need to treat your customers well or they may dessert you and it may be over trivial matters that you lose customers. As to your bullying claim, I think you are being a little dramatic. I am one individual expressing my view. Virgin is a large organisation and I am sure they can cope with a little criticism. Am I not entitled to express my view?

By: Stilgherrian

Stilgherrian — Mon, 16 Nov 2009 21:30:52 +0000

So, Peter (66), you figured it was probably a mistake for the start, you acknowledge there’s no legal basis for Virgin Blue owing you anything, but your gripe is that the apology wasn’t worded sufficiently grovelling enough for you? Wasn’t “sincere”? And this now justifies making it your mission to discourage all friends and family from using companies under the Virgin label?

Disproportionate reaction much?

I don’t think a corporation can be bullied into “sincerity”. “Mate, I’m gonna punch you in the face until you’re genuinely nice to me.” Yeah right.

By: Peter

Peter — Mon, 16 Nov 2009 21:07:57 +0000

I too recieved the emails, and am rather disappointed. Of course I thought as soon as I read the first email it was probably an error. Though by the time I got the 2nd email (the next day), I had convinced myself that this was some sort of marketing campaign etc due to the recent launch of V Australia. So I was rather disappointed. I had decided that I should try to fly Virgin and V Australia whenever possible. Of course now I am rather annoyed, particularly with the flippant email chalking it up to Friday the 13th – hardly an apology in my book. So have made it my mission to discourage all friends and family from using companies under the Virgin label. Obviously we have no legal recourse, as some have already explained – but we can use our collective consumer power to show our dissatisfaction. I am not on any social networking sites, but I encourage those of you into that sort of thing to create a user group dedicated to this subject. If enough people joined up then Virgin would have to consider a more sincere response other than it was a Friday the 13th stuff up. I would also encourage those annoyed by this to boycott all affiliate companies that advertise on the Velocity Rewards website. I won’t be flying with Virgin or V again, but for those of you that are I can only hope and pray the cabin crew and flight staff are more competent and have a greater attention to detail than senior management. Though given a fish rots from the head – that may be wishful thinking.

By: Andrew

Andrew — Mon, 16 Nov 2009 13:54:24 +0000

I’m sure if anyone genuinely did act in reliance in those 3 hours they would be compensated for any loss (e.g. booked with VB rather than QANTAS assuming they would have a lounge access would get the lounge access on that flight, as a one-off). The rest of you have no claim – your only rights are to an apology. It was an offer without consideration and hence no valid contract can be formed; also the “ad idem” test was not met.

I’m still waiting for QANTAS to compensate me for flying me LAX-SYD instead of LAX-AKL-SYD when my flight was cancelled. That’s NOT the same thing I paid for.

By: robert

robert — Mon, 16 Nov 2009 11:56:16 +0000

it was a pleasant suprise and hence it was an offer to its vip customers
virgin should honour it. It wont cost them all that much.
if woolworths scans an item at a wrong price u get it for free.
i am sure tham mr branson will honour this commitment

By: David Jackmanson

David Jackmanson — Mon, 16 Nov 2009 10:01:13 +0000

I have been reading the blog posts around this issue and I think most of the comments are from carefully orchestrated “bloggers” paid by Virgin Blue to spin this topic to make it sound like effected people are mean and stingy. What do you say to that guys?

Bwahahahahahahaha!

For the record, I have not been paid in cash, goods, services or any other consideration by anyone in any way for expressing my opinion on this matter, and my opinion is my own.

On the other hand, I *have* been greatly advantaged as a passenger (not “guest” as their cheesy branding calls it) by Virgin Blue’s cheap air fares. However I have no loyalty to them and will generally make my flight choices based on price.