Global Travel Media » Blog Archive » Virgin Oz apologises after one-minute-late blunder

Home » Headline News » Currently Reading:

Virgin Oz apologises after one-minute-late blunder

May 8, 2017 Headline News No Comments Email Email

How strict should airlines be when passengers arrive a teensy bit late? Virgin Australia has reportedly apologised for denying boarding to a mother and her cancer stricken pre-school daughter for arriving one minute late at the gate.

Billie-Jean Simon and daughter Payton Harrigan, 3, were flying from Brisbane to Newcastle last Wednesday so Payton could receive cancer treatment, the Sunshine Coast Daily reported.

According to the family, they arrived one minute past the scheduled boarding time – only to be told it was too late. They were late only because Payton was sick and needed to be rushed to the bathroom.

Payton was visiting Newcastle to receive stem-cell treatment as part of her ongoing treatment for acute myeloid leukaemia. Simon allegedly told attendants about her daughter’s situation but they would not make an exception.

The family ended up having to drive for eight and a half hours to Newcastle so as not to miss the vital appointment. They then flew back with another airline.

Virgin Australia had since contacted the family, apologised and promised a fare refund and a AUD 1000 travel voucher.

“Virgin Australia takes great pride in delivering superior customer service,” a spokesman told the Sunshine Coast Daily.

“Regrettably on this occasion, our service was well below expectations and we are truly sorry for the family’s experience. We have resolved this matter with our guests and taken steps to ensure this does not occur again.”

Edited by William Sykes

Comment on this Article:

Time limit is exhausted. Please reload CAPTCHA.

Platinium Partnership


Elite Partnership Sponsors


Premier Partnership Sponsors


Official Media Event Partner


Global Travel media endorses the following travel publication




11 12