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#921125 by buns
12 May 2016, 11:09
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The Prologue

This was to be a solo trip as the sole purpose of a quick journey out to Orlando and back - over a weekend - was to re-qualify as Au.

I had toyed with a number of destinations, but to fulfil some family obligations (shopping) the choice was Orlando with UC out and PE back, to achieve the necessary 8 Tier Points.

The Journey
Unusually for me, I actually check in line the day before (only SEQ58 I'm afraid ) to find that I had been moved from my requested seat to 10A - with a patronising message from VS telling me i still had a super seat.

Anyways, the Tristar Car arrived (as usual) ahead of the appointed time and I was deposited on the upper level of the South Terminal some 25 minutes later. Soon at the UC Check In, I noticed how the VS area full of those visiting the Invictus Games (Help for Heroes shirts being the giveaway), but quickly seen and professionally processed before making my way upstairs to the Premium check In area and through security in no time. Given the lambasting that Gatwick often gets, compared to the shambles at Orlando, this actually gets a Gold Star from me.

Warmly welcomed back into the Clubhouse with the immediate question of mrs Buns' whereabouts. after explaining the purpose of my trip and family pressures, I was quickly escorted to a seat in the dining area and sat down the full breakfast washed down with some Lanson champagne :-D

After breakfast I popped out into the teaming Terminal to collect some pre-booked foreign currency. Using the link on the Gatwick Airport Website, i had caught a rate (with a guarantee that if better on the day it would be honoured) which compared to the rate of 1.29 on the day was extremely good. Indeed, the pre booked rate was bettered and so I felt pretty good with myself.

Back into what was now a very busy Clubhouse, i found at seat at the far end and was able to survey the surroundings much better than I usually do from a seat I like to take in the snug. Had a chat with the shoeshine man (who had appeared in the VS Documentary last year) and booked a treatment for later on as I was on one of the last flights to leave that day. Throughout the stay, the staff looked after me and worked hard to make sure all were having a good time. No Las Vegas groups today (but the terminal was full of stag and hen parties clearly going to much closer destinations :-P ) and a few media types were making the most of the hospitality being offered by their hosts - otherwise a celeb free visit on this occasion.

I bade my farewell to the excellent team in the Clubhouse and made my way down to Gate19. i was selected for additional screening to much profuse apologies and (thanks to other V Flyers' references) collected my bottle of water at the top of the jetway.

A perfunctory welcome on board and given the general direction to go, i made my way to 10K. I was keen to see who was to be sitting in 12A (my originally requested seat and thought it might be some VIP going to the Games). It was clear this was a frequent flyer who had managed to get Crawley to get the seat of his choice >-( . Champagne offered, but I asked if it was possible to have a glass of prosecco, which was cheerfully obliged. I have to say this crew member worked exceedingly hard throughout the flight and it is her hard efforts that advances the score below average.

A full UC Cabin there were 391 on this flight and there were a few seats empty at the front of the lower PE Cabin. Push back pretty much on time and we were soon airborne where the same crew member worked the entire cabin. No sign of the FSM and the other crew member working the cabin seemed to be far more interested in bunnying in the Galley rather than doing any work and only came out when the hard working crew member was on her break.

I have already covered the menu on board. I opted for the steak and although i cannot be certain, either the portion was far below the recommended size or had been divvied up to go round. The dessert was OK back it seemed to be either dessert or cheese.

Watched Trumbo, which was an excellent film and one I would heartily recommend. Had a chat with a few other passengers as crew interaction was not something that was welcomed on this trip.

Afternoon tea is now offered as one of the "extra bites" options and you are merely presented with plated items (smaller than before) rather than the service from a trolley.

Soon after, we started our descent into Orlando - as an indication of the crew (and FSM) the cabin was not cleared and both I and one other passenger had a glass on our trays uncollected :-O

We landed into MCO as we taxied towards the Terminal, the sight of four VS Jumbos together with the BA flight, made my heart sink. 12A was clearly keen to exit the aircraft and was shouted at for leaving his seat before the aircraft had even stopped!! Karma prevailed as it was announced there would be a 20 minute delay before we could leave the aircraft. As one final indicator of the FSM, it took a fellow passenger to tell the UC Cabin that de-planning had commenced.

As to be expected, a full Immigration Hall and by the time I had been processed, my case had been taken off the conveyor. I met my driver one hour after the plane had landed.

So Overall, a lack lustre experience and when compared with REDENGINES4ME the day after, it goes to show how VS do urgently need to address consistency

Thanks for reading

buns
#921129 by TimCrawley
12 May 2016, 11:47
Enjoyed the trip report, but didn't enjoy hearing about the poor service you got on board, thanks for posting.

At least the Clubhouse experience was well up to usual high standards so the TP run wasn't wasted!
#921132 by hiljil
12 May 2016, 12:11
Thank you for your TR. So sorry your flight clearly didn't live up to expectations .
#921142 by marshy11
12 May 2016, 13:13
It doesn't matter if it's a TP run, an annual holiday or a business trip, they need to ensure every passenger has the best possible experience.

Thanks for taking the time to share.
#921146 by virginboy747
12 May 2016, 13:34
Thanks for the trip report. There are less crew on the 744 now and the FSM no longer works in the J cabin but has to operate the galley in economy and help with the service in W. I'm sure all feedback from your perspective will be noted
#921152 by buns
12 May 2016, 14:27
virginboy747 wrote:Thanks for the trip report. There are less crew on the 744 now and the FSM no longer works in the J cabin but has to operate the galley in economy and help with the service in W. I'm sure all feedback from your perspective will be noted


Thanks for your comment.

On the trip (both outbound and inbound) all passengers were issued with a feedback card seeking views not only about the new menu, but also crew visibility - certainly marked how I found things.

Have no fear, I will be giving some feedback to Crawley not only about the seat issue (and yes I know seat requests are not guaranteed) and also how the changes in both menus and staffing are having an impact on a service in UC, which due to demand to MCO, is always at a premium.

buns
#921200 by ScoobySu
13 May 2016, 03:32
Thanks Buns for your honest report. As you say the inconsistency is a poor showing.
#921218 by buns
13 May 2016, 09:10
MoJoJo wrote:Thanks for the report Buns. I had a similar disappointing experience recently :-(


Thanks

Not sure if this is down to crew morale or simply lack lustre FSMs

buns
#921220 by Kevshev
13 May 2016, 09:33
Many thanks for your trip report. I have never flown out of lgw, however for many years I have done the man to MCO route and can't remember having a bad crew and definitely not only having effectively one member of cabin crew looking after the whole cabin. Our last flight last month there was three cc including the very active FSM looking after 12 of us. I did observe the reduction in product but not in the service.
#921226 by Concorde RIP
13 May 2016, 11:43
Hi Buns,

I don't check in here often these days, and post even less, but I noticed your TR and, as always, read with interest.

Since I joined this wonderful forum back in 2010, the word "(in)consistency" has been oft used, and it seems to remain an issue today.

Although I'm not a frequent flyer in the same league as some members of this forum, I do take 4 or 5 longhaul return trips each year and a few shorthaul.

I have latterly been flying with BA and haven't personally witnessed the same extremes of consistency as I did with VS (albeit, my last flight with VS was back in 2013).

VS, on it's day, with the right crew and FSM, is pretty close to the best flying experience you are likely to get and I guess when a crew doesn't live up to that, the extremes are more noticable.

What do you think - do the great flights make us all perceive inconsistency when a crew is having a bad day?

Consistency has been an issue for VS for a long time, but I wonder whether our perceptions are enhanced by memories of the really great flights?
#921231 by Amo
13 May 2016, 12:00
Thanks for TR Buns - a very interesting read indeed. What a shame that this was not the best of experiences, a worrying trend of late.

Do let us know what reply, if any, Crawley come back with, especially regarding the seat issue.

I am heading back to LGW today in UC - fingers crossed for a positive experience.
#921234 by buns
13 May 2016, 12:09
Concorde

Thank you for your kind comments

Concorde RIP wrote:VS, on it's day, with the right crew and FSM, is pretty close to the best flying experience you are likely to get and I guess when a crew doesn't live up to that, the extremes are more noticeable.

What do you think - do the great flights make us all perceive inconsistency when a crew is having a bad day?


I could not agree more - on a good day VS are up there with the First Class offerings of other airlines.

After travelling with VS for a considerable number of years i have come to understand the Company DNA that is prevalent amongst its staff - a genuine desire to make the journey special, irrespective of the class in which you are travelling . This is often done through heartfelt engagement with passengers and without the need to resort to offers of miles or other gifts. When you get this, any minor irritation encountered is soon forgotten.

You will see me (and other V flyers for that matter) wax lyrical about the Gatwick Clubhouse. Whilst it may not have the "wow" factor of Heathrow, the consistency of the staff who work there make visits memorable for the right reasons and I am always impressed how they go the extra mile for those obviously visiting for the first time for that special treat. That is how VS DNA can work at a time of fierce competition from airlines such as BA and Thompson on the LGW - MCO route.

Finally, i can see where you are coming from about when you say the great flights make inconsistency more noticeable. I think it is more about familiarity with the service that makes you notice - what we have seen in recent months is the cutting down of service and the demotion of senior flight crew. I sincerely hope that the committed staff remain with VS and help with the return to profitability - whereupon the corner will be turned and ground breaking service return.

buns
#921321 by buns
14 May 2016, 16:39
Amo wrote:Thanks for TR Buns - a very interesting read indeed. What a shame that this was not the best of experiences, a worrying trend of late.

Do let us know what reply, if any, Crawley come back with, especially regarding the seat issue.

I am heading back to LGW today in UC - fingers crossed for a positive experience.


Many thanks

Only to happy to share the pertinant part of the pitiful reply received this afternoon (Saturday):

I’m so sorry that you also did not receive your seat assignment. I can see on our flight report that we did experience an aircraft change which can regrettably affect seat requests, even when the cabin configuration remains the same. We would not move our customers in order to make way for others. I hope you will accept my apologies for any inconvenience this caused you and my assurance that our technology team will try and prevent this from happening again.

Sometimes such a patronising reply (and the rest of the responses to the points I had raised were similar) just makes you wonder if VS Customer Servcies are as sincere as they would like us to think they are ;-)

buns
#921322 by Hev60
14 May 2016, 17:37
Goodness Buns that is an awful reply to you :-O Don't they know who you are ;-)

When I first read you decribed their comments as "pitiful", I thought of many stronger words and then you wrote "patronising" - Well yes, that totally sums up a very ignorant and uncaring reply to a very justified complaint.

Your seat change (yes we all know its only a request!!) doesn't seem fair, especially when you saw someone else who you feel used their 'influenece' to get the seat, this is nasty. I have read so many times that other v-flyers have been unrooted because of a seat malfunction, only to board the plane and see a VIP sitting in a perfectly useable seat!

Sometimes Virgin can be so unpredictably rewarding, like giving out air miles just because we dont get our meal request (happened to me on my last flight, 10K miles as my meal choice was not available.) Then they really let themselves down and respond in a very ungracious & insensitive manner to a genuine grievance. Shame
#921346 by David
15 May 2016, 08:07
Morning Buns,

Thanks for your recent TR's - am getting the feeling that the new changes are taking a bit of bedding in - there seems to have been a few lack lustre TR's of late.

Hopefully this might just be a blip and will settle down, but it doesn't bode well for the once a year traveller who has a bad experience and will probably try somebody else next year.

David
#921372 by Amo
15 May 2016, 15:41
buns wrote:Only to happy to share the pertinant part of the pitiful reply received this afternoon (Saturday):

I’m so sorry that you also did not receive your seat assignment. I can see on our flight report that we did experience an aircraft change which can regrettably affect seat requests, even when the cabin configuration remains the same. We would not move our customers in order to make way for others. I hope you will accept my apologies for any inconvenience this caused you and my assurance that our technology team will try and prevent this from happening again.

Sometimes such a patronising reply (and the rest of the responses to the points I had raised were similar) just makes you wonder if VS Customer Servcies are as sincere as they would like us to think they are ;-)

buns


Thanks a lot for letting us know what the response was - if you can call it that!! I don't understand why an aircraft change would affect seat requests (especially when the LGW 747s are all the same). If that were the case that surely the person who got assigned your seat would have been asking to swap back to the one they had booked.......hmmmmm ;-)

My return flight was excellent - positive feedback sent to VS and TR to follow soon.
#921376 by jfenney
15 May 2016, 17:11
Thanks for the TR,

After my debarked when I went to Barbados in 2014 I got the standard reply and 20000 miles until I asked for a phone call after writing back thanks for the standard reply and I don't think you have actually taken my point . Got the phone call and a further 10000 miles :-D
#921393 by tomthumb
15 May 2016, 21:08
buns wrote:You will see me (and other V flyers for that matter) wax lyrical about the Gatwick Clubhouse. Whilst it may not have the "wow" factor of Heathrow, the consistency of the staff who work there make visits memorable for the right reasons and I am always impressed how they go the extra mile for those obviously visiting for the first time for that special treat. That is how VS DNA can work at a time of fierce competition from airlines such as BA and Thompson on the LGW - MCO route.


Here here
#921400 by spacedog
15 May 2016, 22:44
Yeesh, not a great flight or a response to your complaints that inspires any confidence. I'm sorry and hope that your next trip is a huge improvement. As jfenney suggested, I might be inclined to follow up. I have only had cause to complain to VS once, and when I was quiet and polite I was treated poorly. When I got firm, I was treated much better (which sadly doesn't say much for the state of CS these days...)
#921418 by buns
16 May 2016, 10:29
Thanks for all the support.

I will be taking this up with VS - not in the quest for miles or other form of compensation, but just to get a good old honest response.

buns
#921662 by horburyflyer
21 May 2016, 13:46
Oh dear Buns what a disappointing experience. Absolutely fine to feedback and follow through as this kind of service just isn't good enough.

I haven't been through the Gatwick CH for over a year now but for sure the most wonderful staff in there and a real credit to VS. Thankfully some things never change!

Jon
#921663 by buns
21 May 2016, 13:48
horburyflyer wrote:Oh dear Buns what a disappointing experience. Absolutely fine to feedback and follow through as this kind of service just isn't good enough.

I haven't been through the Gatwick CH for over a year now but for sure the most wonderful staff in there and a real credit to VS. Thankfully some things never change!

Jon


Thank Jon

The dialouge with VS continues at the present time and rest assured, the Gatwick staff are still as goodas ever - might be because many of them continue to work there (and seem to enjoy doing so :D )

buns
#921899 by buns
26 May 2016, 11:53
lilmo wrote:Thank you for the TR. Have you heard anything back ?


Many thanks

As it happens, I today received a phone call from VS

There was a frank discussion where it was acknowledged the first response may have been perceived as it was, but was assured I was not given standard responses.

On the key point, I was right after all ;-)

buns
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