Does being greeted by name etc matter

quote:Originally posted by Paul H
I resented being called 'mate' by the flight attendant in Upper Class.


Ah, you've flown with that guy too. It's a bit cringeworthy as well as too 'familiar'.

There was no greeting by name, nor was I referred to by name at all (i.e. during collection of meal choices) during my VS19 last week.

Contrast that to my AKL-HKG on Air NZ back in Feb, when the flight attendant working my area of the J cabin referred to everyone in his area of the cabin by name, throughout the flight, and during descent into HKG came through the cabin to shake each of his pax by the hand, thanked them for flying, and wished us a safe onward journey. It seemed totally genuine too. That is someone that I hope to fly with again.

VS look so shabby at times by comparison with the competition.

Mike

Hi there, just thought I would add my thought from a crew perspective.

As an FSM after take-off on every flight (Unless we have some major IFE problem, seating issue, ill pax etc) I do a walkround in upper, offering the essentials basket, greeting each pax by name, welcoming them back if they are frequent flyers, thanking them for their continued custom etc.

Now on a LHR 744 or the 340-600 with 54 and 45 upper seats respectively, this does take a VERY long time - at least over an hour on these aircraft. This is probably the main reason that some FSMs dont do a walkround, simply because it takes a very long time, especially if you stop to chat with pax about their trip etc. I'm not saying this is an excuse for not doing a walkround, I'm just trying to suggest why some people dont do it. Also we have now lost a crewmember from J on every fleet. Therefore, quite often, the meal service starts when I'm halfway through the walkround, and I am now needed to offer bread, water, wine etc. Also I am responsible for checking the flight crew regularly and for getting their food cooked and served and cups of tea/coffee etc. So sometimes, I have to postpone the walkround and continue later. On night flights especially, you then find that some of the pax you haven't spoken to yet have now gone to bed,and many only wake up once the seatbelt sign goes on for landing,and we all know what a busy time that it ! So although I'm not excusing FSMs for not saying hello, I hope this might explain the reasons sometimes that it doesn't get done, especialy on very quick NYC flights etc.

For this reason I always board, so this way I have already welcomed pax on board by name, and if I see their frequent flyer number on the boarding card, then I can welcome the back on board. On the LGW a/c of course it is much easier to do a walkround, as only 14 pax, so NO excuse for not being able to speak to everyone in J on those flights.

I really do believe in the importance of taking time to thank our J pax for flying with us and I know that greeting people by name is extremly important in ensuring repeat business and making us stand out in the customer service stakes, but as I and many V-Flyers know, there are those FSMs who really do do as little as possible, and you dont even see for the entire flight. Just what they are doing is anyones guess, as our paperwork takes about 20 mins to do. I just hope that I and those of my colleagues who do take a pride in service (and there are lots of us!) manage to make up for those who dont.

[HighFlyer]

Thanks VirginBoy747, Its always good to hear from the people doing the job to get a perspective. [y]

Thanks,
Sarah

Thanks VirginBoy747, alway interesting to hear the crew's POV.[y]

Cheers VB if you could send me your flight itinery i will make sure im flying with you from now on lol[y]

cheers

alex

VB747 I CAN see it from the busy FSMs point of view but there are numerous TRs (including my own) where the FSM has just dissapeared behind the curtain never to be seen let alone talking to anyone (seaming even to their CC) or even offering the extras basket. As you say there is paperwork to do but not 7 hours +of it !

Surely the walk round dosen't have to take place at the begining of the flight? though I do appreciate your comment re night flights.

I do think that most people would welcome a 'hello' or a 'welcome' back at ANY point during the flight - Just as long as your not saying hello just before landing. [V] [:D]

If it's not revealing a state secret what does the VS operatng manual say about the 'hellos'. If it's in there as a 'must do' then a few of your colleagues need to be reminded of it. If its not a 'must do' then we pax need to adjust ourselves !

It is the inconsistency (as with most things) that is annoying !

[fozzyo]

Thanks for the input from the other sides point of view virginboy747 - as you say it clearly takes a long time to do this!

Maybe one solution to this would be to ensure that all crew greet each J passenger by name when taking their meal order - they do usually have them right in front of them on the sheet. And this would allow the FSM or CSS to do an extra walkabout for the Gold FC members.

And the 'Welcome back' comment on boarding is always nice, by name of easy to spot and pronounce, Sir or Madam if not - and this can apply to all flying club members when boarding.

Mat

Hey tontybear, please dont think i'm trying to excuse those who dont do it because i'm not.

There is no manual i'm afraid, just what we are taught in training, then it's up to you to use your initiative. Sadly some people seem to think that because they are in charge, they can sit back and let everyone else do the work, and then there are those of us who like to beliee we are part of a team and lead by example.
I try and do the walkround at the start of the flight, as I also give out the essentials which people might need. Also I try to speak to people before they start watching their movies or go to sleep. If I leave it until later I often get waved away as people are halfway through a film or working on their laptop etc. But of course there are those who are sat at the bar who I happily chat to later on as well.
I totally agree with you that it's the inconsistency which is annoying, and it really should be written in stone that the FSM goes round and speaks to the passengers, butI'm afraid it isn't. And of course even if it was, who is going to monitor and enforce this. We get monitored and scored by our CSSs on each flight, so I'm sure the company are aware of which crew are performing well and those that aren't, but it's a difficult situation and I really dont know what the answer is. It just galls me to read so many trip reports where J pax receive bad service and are not even acknowledged.

Many thanks for that VB. Is there any general guide for Au's down the back in PE and Y? On a recent flight in Y the FSM said 'hello and welcome back' and 'was there anything should could get from the UC bar?' Thought this was definitely a +1 but this was a one-off and not had any other 'welcome back' acknowledgement in PE or Y to date.

Dave

quote:Originally posted by virginboy747
.... who is going to monitor and enforce this. We get monitored and scored by our CSSs on each flight, so I'm sure the company are aware of which crew are performing well and those that aren't, but it's a difficult situation and I really dont know what the answer is. It just galls me to read so many trip reports where J pax receive bad service and are not even acknowledged.

VB747 - it is very obvious to passengers 'who is performing well and those that aren't' and we really do appreciate those who make that extra effort to give the Virgin difference.
In general, a good FSM means a good crew and a good trip.

The problem seems to occur in the monitoring/management stage. Either that or there is no will to actually do anything about the problems.
CSS scoring can hardly be entirely objective; it will always include an element of subjectivity.

An independent check, that would also assess the objectivity of the CSS, could easily be run - it need be nothing more than a series of follow-up telephone calls to passengers and some elementary statistics.

This used to be done....but then many think the service used to be better....

edit to add:
Of course We could also do something about this.
Whenever we get someone giving that extra service, we can put in a compliment form. Either a letter or simply ask the FSM for a form when (if) they do their walkaround.

Specific passenger compliments are used for assessment!

That would be great and I'd be all for it. You're right some kind of pax feedback should be encouraged, I just wish someone would implement it.

As per AU pax in W and Y. W crew should be using pax names and welcoming back frequent flyers in premium, and if I get time I'll speak to gold and silver pax in W. Regarding AU pax in Y, what I try and do after take-off is assign a crewmember to take a glass of champagne down to them and welcome them back by name, and again if I have time I will go down and speak to them too.

I just wish that more of our crew read V-Flyer and could see what really matters to our pax. I really am mortified when I read some trip reports. As you say it really is up to the management to address these issues and try to ensure consistency and let FSMs know that it is madatory to perform these duties in J. Maybe if more and more pax write in advising how it happens on some flights and not others, then something might be done.

Many thanks for that VB747. Really hope that you are the FSM on my next flight! Am sure everyone here appreciates your efforts. Does the management provide any insentive to the cabin staff (e.g. bonuses, employee awards and the like)? That may be one way of getting some FSMs to think more about the service they provide? Or maybe a big thumbs up/down button for passengers to press on departing could be a simple measurement?!

Dave

Hey Dave thanks for your comments. No bonuses i'm afraid - but I like your thinking!! I strongly believe that naming and shaming is the only way to get people to buck their ideas up - but how to go about it??
Maybe V-Flyers could volunteer to do reports for Virgin - perhaps a quick tick box questionnaire of what they observe, a bit like a mystery shopper. I'm sure most of the members on here would be prepared to particiapte if it meant service would improve on all flights. If FSMs are aware that people might be watching them (though obviously they dont know who) then perhaps they would all do what they are meant to? Just an idea, what does everyone think? And then those who aren't doing walkrounds, greeting au pax etc could be contacted by their managers?

quote:Originally posted by virginboy747
Maybe V-Flyers could volunteer to do reports for Virgin - perhaps a quick tick box questionnaire of what they observe, a bit like a mystery shopper. I'm sure most of the members on here would be prepared to particiapte if it meant service would improve on all flights. If FSMs are aware that people might be watching them (though obviously they dont know who) then perhaps they would all do what they are meant to? Just an idea, what does everyone think?

Thanks virginboy747

Your suggestion gets my 100% support [y]

Regards,

Hackneyguy

That is a great idea and one that i would whole heartedly endorse, perhaps there could be a official unofficial downloadable tick sheet to send to VS from this site, they might not take any notice at first but in time they may just start having a look.

cheers

alex

Great idea Alex V! Would be more than happy to complete.

[RichardMannion]

VS could always read the comrpehensive TR's we have here on the site?

quote:Originally posted by RichardMannion
VS could always read the comrpehensive TR's we have here on the site?


Well theres always one nay sayer[:p]

alex

quote:Originally posted by virginboy747

As per AU pax in W and Y. W crew should be using pax names and welcoming back frequent flyers in premium, and if I get time I'll speak to gold and silver pax in W. Regarding AU pax in Y, what I try and do after take-off is assign a crewmember to take a glass of champagne down to them and welcome them back by name, and again if I have time I will go down and speak to them too.



If only others could follow this example (not that I drink, but it is the thought that counts).

Since achieving Au in April 2008 I have had 2xY, 8xW, and 4xJ flights. Only on 1 of the W trips did someone come to my seat and welcome me back.

I have never seen crew using passenger names in W.

I have to say that generally I find the service, in all classes good. I don't really expect to be welcomed aboard by name or given preferential treatment or time regardless of what class I'm traveling. It therefore is always welcome and pleasant when the FSM brings me a glass of champagne or stops to have a chat. Also on the NYC flights I can see VB's point about waking people up, on one flight I had moved to a middle row and was happily dozing off when I was paged so that they could bring me a glass of champagne - maybe a bit OTT.

Regarding recognition of Au members one thing that would really help me especially when I'm flying personally and not for business would be if Virgin would print Au Y and W boarding passes on the purple slips. This would mean that we would be able to use the priority lane at security and stop the mad rush I have to make from the clubhouse at JFK, especially if you have an el al flight going out at the same time and the security channel is really backed up.

I'm not sure if they are able to do it but I can't see why not; it would speed our time to the plane and also give the crew doing boarding an added heads-up as to status (purple boarding pass turning right) Anyone have any thoughts?

quote:Originally posted by seanpep
Regarding recognition of Au members one thing that would really help me especially when I'm flying personally and not for business would be if Virgin would print Au Y and W boarding passes on the purple slips. This would mean that we would be able to use the priority lane at security and stop the mad rush I have to make from the clubhouse at JFK, especially if you have an el al flight going out at the same time and the security channel is really backed up.

I'm not sure if they are able to do it but I can't see why not; it would speed our time to the plane and also give the crew doing boarding an added heads-up as to status (purple boarding pass turning right) Anyone have any thoughts?

Well an an AU you can use the priority boarding no matter what class you are travelling? Your FC number will be on the ticket so they should be able to quickly see your entitled. What might be nice is a different coloured boarding card for AUs but guessing the practicalities of keeping a a very few 'gold' boarding cards at checkin will probably mean this never happens?

GP

It has to do with getting through security at US airports not boarding the plane. At JFK for example it's all done by the boarding pass as to whether you can use the priority security lane. Continental for example have specially marked boarding passes that allow their frequent flyers to use the priority security lanes regardless of class...

Ahhh, sorry Shaun, my bad - fdidnt read your post properly [ii]

Well given that Golds can use the UC security channel at LHR, and both PE and UC get the fast track stickers at LGW I think it would definitely be a good thing for VS to issue fast track stickers if they are not doing this already.

I think it's important when in Business or 1st Class.
I only had the experience once when flying to Hong Kong in 2000
with Cathay Pacific. BA to Hong Kong in 2006 didn't even get a smile
in club to start let alone called by name [ii]