Have flown with Virgin Australia many times and I've now realised what the Airlines biggest problem is. They don't know who they are. Let me explain.
Years ago they were in the cheap end budget airline sector. And they did it very well. Then came along the new aircraft, the glamorous cabin crew, swanky uniforms and a marketing team that could convince an Eskimo to buy snow. All of a sudden they are selling themselves as a Premium carrier. But they are not. I still experience problems when booking on line, I still feel slightly irritated at check in as it always seems to be understaffed, boarding isn't always a smooth process, leg room is no better than most, seats are no more comfortable and then there is the cabin crew who in the main are only there for the said swanky uniform as the customer service bit is somewhat lacking.And finally and it's a big finally - what premium carrier on an almost three hour flight serves you up a single packet of sliced processed cheese and a few biscuits?? Qantas they are certainly not.
Make your mind up Virgin because at the moment you don't know who you are. Qantas are much better as a premium carrier and Jetstar are better as a budget carrier.