If you’ve ever seen me on Instagram, no doubt you know how much I complain about those few apathetic Virgin Australia cabin crew failing to serve hot beverages. Yes, I know I’m precious, but I can’t stand being deceived. I am also a bit cheap, even though I hate to admit it. It’s probably why I write about maximising frequent flyer points here on Flight Hacks.
Also, looking out the window with a hot cup of tea and noise-cancelling headphones engaged tends to be the best form of meditation I’ve found. But complaining about my favourite airline isn’t the point of this article. Actually, it kind of is, but first, let me complain some more.
Virgin Australia’s Updated Onboard Service
Unless you live under a rock, you’ll recall that airlines had a bit of a hard time just three years ago. In April 2020, Virgin Australia and a number of its subsidiaries were placed into voluntary administration, with around $7 billion in debt to 12,000 creditors. So much has changed within the airline since then, including new owners Bain Capital transitioning Virgin to a mid-market carrier.
While the airline continues to offer something for all market segments, some parts of Virgin Australia’s service has been watered down or removed entirely. Dining onboard took a hit in both business and economy, with the latter more drastic. While the removal of Virgin’s free snack service wasn’t a huge loss, I do miss “Happy Hour” flights where beer, wine and soft drinks were complimentary. The new buy-onboard menu is pretty average, but at least we have the option of a proper meal instead of a bag of chickpeas.
But of course, tea, coffee and water is always complimentary. Until it isn’t.
Woah This Flight Is Full! No Hot Drinks Today
As you might expect, I’m somewhat of a frequent flyer, with an average of two flights weekly so far this year (I’m so cool, right?). But being based in Tasmania means I need to travel to Melbourne pretty regularly in order to make a connection. Most of the time I take that leg in economy, as the short flight doesn’t represent an appealing business class redemption. With the added bonus of a complimentary Economy X seat, the hop over to “the mainland” is better than catching the bus.
When you book a flight with Virgin Australia, you might notice the message “Complimentary water, tea and coffee are provided” along with a disclaimer about turbulence affecting service. The same message can be found on Virgin’s Domestic Fares page. Virgin Australia’s latest buy onboard menu also reads “Want standard tea, coffee, or water? Just ask (it’s free!)”.
What the airline omits at any point in the customer journey, until onboard, is that cabin crew are not required to serve hot beverages of any kind on “ultra-short” flights. Those are flights with a scheduled duration under 1 hour 15 minutes, or 55 minutes in the air. This includes travel between;
- Sydney and Canberra
- Sydney and Coffs Harbour
- Melbourne and Launceston
- Melbourne and Hobart
- Melbourne and Canberra
- Brisbane and Rockhampton
- Brisbane and Newcastle
- Perth and Kalgoorlie
While cabin crew on flights with an ultra-short service type won’t typically offer hot drinks, some of the more wonderful crew out there do. After all, Qantas and Rex both manage to offer an improved service on their Boeing 737 flights of the same duration.
Plus, according to Virgin Australia’s economy service guide, should time remain after the main service, crew should offer hot beverages individually as a “Magic Moment”.
What is also interesting is that should the cabin service still be underway as the aircraft commences descent, Virgin instructs its cabin crew to suspend hot beverages but continue the buy-onboard service, plus water. As the airline secures their cabin twice, the paid service can continue until closer to landing.
So How Do I Get My 5,000 Velocity Points?
If you happen to miss out on that 50 cents worth of tea or coffee, and get as worked up as I do, be sure to let Virgin Australia know! I’ve used this method for a few ultra-short flights, with up to 5,000 Velocity Points offered as compensation. Hopefully, enough complaints will get Virgin to offer a clear and consistent onboard service.
Here’s how you can make a complaint with Virgin Australia;
Step 1: Visit Virgin Australia’s feedback form here.
Step 2: Enter your personal details and click “I am a Velocity Member” to enter your Velocity number.
Step 3: Select the “Feedback Type” as “complaint” and enter your travel class and flight details.
Step 4: Explain that hot beverages were not offered as promised in the “Feedback Description” box.
Step 5: In the “Desired Outcome” box, ask for some points as compensation for missing service.
Step 6: Submit the form and wait a few days for an email reply.
I travelled from Brisbane to Canberra 2nd flight in the morning on Tuesday 25 July 2023. To my dismay i was not served tea or any kind of drinks by a very senior looking stuwardess, but she did to the both passengers in the same raw. I was shy to ask why as i didnt know the criteria of serving.
This happened to me when I booked a flight with Virgin from Sydney to Melbourne on 10/09/2023.
Nice Tip Tom. I have just submitted a complaint/request using your instructions.
Hey Michael. Hope this works out for you. Blue skies, Tom.
Thanks for the tip, I always wandered why this was the case even after they announced they would serve hot beverages. I fly the opposite to you Melbourne to Tassie for work
Seriously, I can’t believe you have written the article all about tea?? You have way to much time on your hands. I think you just need to build a bridge. Leave the Virgin staff alone.. you could quite easily fly with another provider but yet you complain about the service. We all have choices. You need to learn that art I just being grateful and not so entitled.
Great advice Tom and I completely agree that if other airlines can, why not Virgin. I fly the Perth to Kalgoorlie leg 3 times a month and have to always drive after landing so coffee would be great.
I made a claim for the 16th of September and on that day engine trouble had us stranded In the airport for 8 hours waiting for a replacement flight so I thought my point compensation chances would be strong.
Sadly the reply went;
‘It is with further regret to learn that no hot beverages were offered on board. We understand that being able to enjoy your complimentary hot drinks on board can make the time on board more enjoyable, so we truly apologise that you did not have these options on your flight.
Whilst remaining apologetic for your disappointment, we must confirm we will be unable to assist with your request for compensation in this instance.’
Maybe they care less about their West Coast customers or maybe I was just unlucky, either way, keep the advice and great tips coming, they are greatly appreciated.
Between Newcastle and Brisbane all virgin flights are now run by alliance. Whilst they have old planes- ie the ashtrays are glued shut. They do serve a fantastic cuppa.
The one time I didn’t get one was coincidentally the time I had to pay $400 for the flight!
But thanks for the tip!!
What about when they cancel your flight when you are on your way already! Sometimes they schedule you next day! That is my concern, and i stopped buying my trips with Virgin, but it used to be my favourite company. It happened to me twice already and time is precious. We can’t afford to miss a wedding or events that you scheduled a long time ago and cannot wait to get there!