This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
I left the flight feeling really disappointed but knowing VS can, and should be, doing so much better.
For those interesting in a little bit more detail and interested in seeing the menu......read below.
So after a few days in the lovely Dubai heat it was time to leave the Fairmont The Palm which we had visited for the first time this trip. We are usually One & Only fans but the Fairmont on the Palm was lovely. Really attentive staff, lovely rooms with gorgeous views, prime position right on the beach and handy for a few shops and a running track close by.....
The Fairmont Gold experience is well worth it and we would certainly return here. The 'Golden Hour' from 5pm-7pm was a wonderful treat with a large spread of hot and cold dishes not to mention generous drinks runs!
So the morning of our departure arrived and we headed to the airport at 0730 in our pre-booked cars. We arrived at the airport just before 8am and check in wasn't open, well it was but the UC & PE desks were not. It doesn't open until 0810 which it did on the dot but we were already being checked in at one of the economy desks by a really friendly agent.
Still quite a walk through security to the train. It reduces the long walk ever so slightly in my view. The train took around 5mins to arrive and we headed over to Concourse D.
This is relatively new (only a few weeks since it opened) and everything was well laid out. We simply headed up the marhaba lounge which is opposite the BA lounge and a large UC sign guides you in.
The welcome was warm and we were escorted to the 'Premium' section at the rear of the lounge. A uniformed VS staff member made sure we were settled and arranged drinks which were quickly delivered. The lounge is fresh, modern and a huge step up from the previous lounge. As it was morning their was a hot breakfast buffet spread of cheese omelette, potatoes, beef bacon, chicken sausages, tomato and mushrooms. A cold spread of fruit, pastries and other items were also available. We were invited to check out the food options in the larger section of the lounge which included sandwiches.
A quick trip to duty-free and we left the lounge just as the first call was being made at 1020. It was a 10-15mins walk to D21 where G-VYOU was waiting for us. We boarded straight away.
Boarding for UC was through L1. The CSS was at the door and the welcome was lukewarm at best. The cabin quickly filled up and champagne was offered, it was warm (sorry not a major issue but a clear side of things to come in my book....) no refills. A bottle of water was in its holder, the amenity kit was on the ottoman.
Newspapers were offered and we pushed back at 1100 with a flight time of 7hrs28mins promised. UC and PE were full and a total of 270 and 15 crew were onboard. As the safety video played on those screens around me it was clear my screen wasn't working.
Once airborne at 1121 hot towels were offered. They are scented these days and quite nice they are too. Drink orders were taken in waves and the service was slow. This wasn't the fault of the CC member working our side of the cabin but the FSM was at the bar and was more concerned in chatting than serving. Again the sign of things to come sadly.
With an Elderflower Collins and some crisps in hand I mentioned the inoperative screen. This was reset and still nothing, so it was reset again and still nothing. The CSS came over and explained "I'll get you a tablet" and really couldn't care less. The FSM did pop over and explained these "aircraft are the worst" and that was it. No welcome back and regulars will know I like that as it costs nothing. To be honest I felt like I had inconvenienced them all.
The tablet arrived and worked fine with rather cheap headphones which were certainly not noise cancelling. But with bigger fish to fry I sank into a comedy or two. Drinks were refilled and then tables were laid for lunch at 1245. By this time the resident bar-fly had taken up residence and was starting to make a nuisance of himself, not to the crew it must be said, but to the passengers sat in the cabin as he got louder and louder.
Lunch was:
Mushroom soup
Mixed lettuce salad with feta (and Brie)
Smoked salmon salad
***
Panfried steak
Butter chicken
Tuna salad
Leek and artichoke ravioli
***
Warm chocolate pudding
Blueberry cheesecake
***
Cheese and port
So the trolley started at 17A my side so the table was laid and I was served a little wine and some water. Then it was a waiting game until 1315 before the starter was served with warm bread. By this time I had drunk my wine and water and trying to get a top up was difficult.
However once service was underway things improved and wine and water were topped up but to seems the initial setting up of the tables from the trolley, certainly on the A346s takes quite some time and the crew struggled.
That said the food was decent. I enjoyed the butter chicken which looked more like a tikka masala but it was tasty.
The cheese selection was Gouda, Camembert and Cambozola and a hefty portion was served.
Tea and coffee was offered and after each course a fresh napkin arrived. It was interesting to note two CC members talking in the aisle about this and how 'there wouldn't be any left if she continues giving them out...' So a clear lack of professional conduct in front of passengers. If the CC doing this shouldn't be doing so....take her to one side and have a word. But no just tittle tattle amongst yourselves!
It turned out the CC member looking after the A side was working in UC for the first time and she was a gem. In fact she worked really hard but sadly she wasn't always around and when the other crew members came into the service it was chaotic and lacked the warmth she was happily displaying.
I haven't mentioned the FSM as he played no part in the service and was seen very infrequently during the flight. He might have been helping out elsewhere but I did spot him quite a few times at the front sat on the jump seat.....I concluded he was really lazy. When you did see him he didn't display any leadership and to the honest he didn't care which was well and truly rubbing off on the rest of the crew. How sad and I know VS can do so much better.
Drinks were regularly offered and we did venture to the bar only for us to hit some rough air and than of course when it was clear the bar fly was back and no-one else could come close. He was having a ball there and the crew seemed to be enjoying his company as the drinks flowed and he got louder and louder. The CSS did actually apologise for his loudness later in the flight but said 'she couldn't do anything else' I agree she couldn't really other than stop serving him drinks maybe......
Ice-cream isn't offered in UC anymore as we know but Mars ice-cream bars were offered in PE though not many takers by the look at the wastage. That said when I visited the loo the bar snacks were regularly topped up. The same selection as in PE on this flight so jelly beans and popcorn were freely available. I usually ask for them from PE so it was good not to have to.
The second service began at 90mins out from Heathrow and options included Afternoon tea (sandwiches, scones, mini cakes), Grilled cheese burger, Mushroom and spinach tart, Thai Fish cakes, Chicken dumplings. I just settled for a mug of hot tea and a chocolate bar as I was really still stuffed from the lunch.
A couple of spins around the hold had us touching down at 1557 and on the stand a few mins later. We disembarked from L2 and I left the aircraft feeling really underwhelmed. No cheery goodbye and actually I was thankful to be leaving. I thanked the crew member who had been friendly and just wish she had been around more on board.
The CSS was poor, the FSM seriously lazy and the rest of the crew clearly didn't want to be there. The bar fly had caused a noise disturbance and don't they always choose 1A but never sit in it.....I felt the CC could have done more to reduce the noise level. The lack of IFE is just unacceptable though the tablet worked fine until I gave up on it later in the flight. It was just in the way all the time.
To top it all off the immigration queue was long and slow. Thankfully though when we did get down there the cases were already heading around the belt.
If I didn't like VS overall I would seriously look elsewhere. On this route in particular VS have serious competition and other carriers are available, but on this flight the crew came across as distant, not interested, not overly friendly and had given up. Critical signs for an airline trying to turn the corner.
I won't walk away based on one flight and one crew but my word this has to be one of the most disappointing flights I have been on for quite sometime. Naturally appropriate feedback has been provided to VS.
Thanks for reading.
Jon
