Should be 0 stars. Worse ever! 1020 am flight out of Canberra to Sydney, delayed 3 hours. Now 100 pm. Ok - can wait. Then cancelled and rebooked for tomorrow at 500 or 600 am. UNACCEPTABLE! Went to ticketing. Unhelpful - suggested I call some 6 digit number. Even after I asked the agent if I needed to add country code.
Fortunately, a male agent came to help. Then brought a supervisor who had our baggage!!!! Huh? So they knew we were coming, weird. He was able to show the unhelpful agent how to rebook using the same confirmation.
Great - now we are booked for a 400 pm flight. Then this flight was delayed. So now 445 pm. what the heck! Then they fly another flight out if the gate we are supposed to be departing from. WRONG!!! It's a different flight.
Since airlines purposely have no staff in hand to help when there are multiple delays. AND the intercom is virtually unintelligible so who knows what's going on.
Saving grace, savvy flyers apparently knew what was happening. So they were graciously willing to provide info Ugh. Very disappointing.
The terminal is nice and the security area is well manned and quick.
Sorry - Virgin Australia - poor communication gets a huge thumbs down. Front line staff - not empowered to problem solve or get manager support right away. zero. Frequently delays - uhhhh- maybe Link might not be a good partner to fly under VA???
Hope we get out of here soon. Flight here was great. This experience bad. Spent way too many hours (9. Hours and counting) at this airport. Will update ... ugh ...
Staff on board usually good. Frontline could do with focus on customer. read more