Virgin Australia

I understand that delays at airports cannot be helped but the way that passengers are treated during the delay certainly can be. Travelled yesterday from Denpasar and the treatment of passengers by the Virgin ground staff and Airport Security was disgusting. Flight was delayed 6 hours and we were held for most of that time in the boarding lounge which was a hot and sticky area with no access to water. No information provided as to what was going on or how long the delay was going to be. People trying to leave the boarding lounge to buy water were prevented by Security Staff. Felt like we were being held almost captive within the boarding lounge and it was only when a few passengers started getting very angry that finally after 4 hours we were given transit cards and allowed out into the main terminal for a drink. I cannot understand why water cannot be made available in the boarding lounge particularly under circumstances such as this. In my experience Denpasar Airport is the only place where water is not made available in boarding lounges even for sale and of course the tap water in the bathroom is not drinkable. The pilot was most apologetic but he was nowhere to be seen during our waiting time on the ground. Once we finally were in the air we were offered a free drink - small compensation I say.

LAX-MEL in April 2011 in Economy. Great experience - seats were wide and comfortable (firm yes but they are designed this way and it works); in flight entertainment is more than adequate (and its your own screen unlike United); the 777 was clean and obviously new. Was in the very last row with an aisle seat which is great because you have extra space to your side. Returned MEL to LAX in April 2012. Unlike in LA the check-in process at MEL was rushed and the customer service agent I worked with was well below average. She had to reprint me baggage tags because she never asked what my final destination was and grumbled when asked to do so. Otherwise another good flight with excellent customer service (one flight attendant was downright rude but this was outweighed by others who were pleasant professional and attentive). The really great thing about V Australia though is that they have less restrictive and cheaper rules for flight changes than Qantas does even if you book with the cheapest possible sale fares.

My wife and I have been using Qantas in the past on a yearly basis to visit our family in Australia. We used V Australia on the last 2 occasions. On our last flight from LAX to Sydney return customer service was horrible. Cabin staff including ground crew were very rude. During the flight when asked for an additional pillow we were told none are left yet later on they were carrying pillows to the back of the plane. The food was horrible and on flight to Sydney we were offered a snack between breakfast and dinner but not on the flight to LAX. The seats were so hard that after few hours it became incredibly uncomfortable. During the flight to Sydney air conditioning was left on at full blast and although both of us were heavily dressed we froze by the time we arrived in Australia.

Economy BNE-LAX. Excellent flights both ways staff efficient with friendly service. Great choice of movies and captain and crew informative. Food fine and could not fault. Would not hesitate to fly again.

SYD to AUH in Business seat 1A. Bussiness cabin approximately 20% full. Service pretty good meals solid. IFE good. Seat not as comfortable as previous V Australia Business seats very hard but not so bad on the recline. Lounge access via Air NZ in Sydney was fine. V Australia/Etihad code share is only a touch lower in cost than the Emirates business flights to Europe but I feel V Australia business class from SYD-AUH is a little limp and not exactly great value for money.

Seats although wider than economy were very hard and uncomfortable and the arm rests didn't raise; when the seat in front was reclined it was very difficult to manoeuvre past it. Tray table was small and flimsy. The bar ran out of wine - we were told that it was "basically just the leftovers from business class and there wasn't any more". After the lunch at around 12.30pm there was no food until breakfast just prior to landing in LA - we were told they "didn't stock sandwiches" so there was only chips and nuts etc. Attention from staff was poor.

Business class SYD-LAX. Excellent flight roomy cabin. Lie flat bed. Turn down service a nice touch enhanced by the pyjamas. Food tasty and the option of ordering breakfast selection prior to settling down for the evening was great with breakfast served when at your preferred time. The sit down bar provides a great place to relax. Inflight entertainment is easy to use and provides a good choice of entertainment. The crew provide a professional level of service with a relaxed approach. Only complaint would be the seat which can be hard in the fully upright position. Not having the entertainment screen not located in the seat in front works as it enables the screen position to be adjusted. Overall recommended for long haul product.

Service was second to none with the staff attentive and professional. Premium Economy - the seats were spacious with a good recline and plenty of leg room. The food was tasty and plentiful and the open bar gave you access to snacks and water whenever you felt peckish.

Premium Economy BNE-LAX return with husband and two children. Check-in at both BNE and LAX fast and friendly cabin staff friendly and helpful cabin itself clean and spacious. Plenty of legroom but seat a little firm. Food tasty great selection of drinks (both alcoholic and non-alcoholic) and self service bar well stocked through entire flight.

Sydney to Bali with four young kids 18 December/29 December 2011. Very bad experience. Lack of support. Food and drinks overpriced. No entertainment on 6 hrs flight.