“One guest” for priority security when with child!?

Greetings, all.

Three weeks ago, I flew VS from LHR with my wife and 9-year-old son. I am a FC Gold member. We have traveled together as a family since my son was 4 months old, and always used the priority security lane as a part of my FC Gold benefits.

I was shocked three weeks ago to be told that I could not bring my wife and 9-year-old son both through the priority security channel, because Gold members are “only entitled to one guest.”

For the past 9 years the three of us have never once received so much as a glance when using the priority security lane together.

I fully understand that the Delta partnership has caused crowding in the LHR CH, and may also sometimes cause lines at priority security. But to suddenly start telling families they can’t go through security together (unless they go through the standard security lines, and forgo this FC Gold benefit utterly) strikes me as a pointlessly unpleasant, bean-counting policy. I also think it has no effect on line length in practice; there are not large numbers of children in the line anytime I am there (if any, on most occasions).

Is there any point in my voicing my dissatisfaction to VS management? I am just one customer, but I really do find this erosion in service and the consequences for families traveling together onerous, to an extent that it makes me wonder whether it was worth renewing Gold for the past 10 years (on the cusp of GFL in 2.5 weeks!).

-Brad

I would assume it was one unnecessarily overzealous staff member. I'd email Virgin to complain and perhaps ask them to clarify the policy.

I agree with Slimpy. I find it extremely uncommon to find VS staff in the wing itself, other than at the check in desk.

If this was a member of VS staff at the security side, i'd complain in full force. If it was at the check in desk, after getting out of a CDC, i'd ask for clarification - although it sounds like not that because you'd all be in UC in that scenario and this wouldn't apply.

I have had similar issues when checking in at the Upper class desk when flying in a lower cabin. Im AU Gold and I often encounter issues when trying to check myself and a guest in. Apparently the policy for this is that its the AU holder only, which seem ridiculous given I can then take a guest into the clubhouse with me

To be fair, the check in staff has always "made an exception" but they always challenge me initially. I then always have the same issue when boarding as only I get the "priority boarding" stamp on my boarding pass. So many times my wife has been stopped and challenged by the staff at the gate. Its got to the stage where I just say "she's with me" and carry on walking

Seems like the policy needs to be made a little more consistent/clearer?

I would definitely complain to Virgin. No doubt some air miles will be offered by way of an apology

What are the rules on this please