GC Benefits... on the decline BIG TIME!

[Neil]

I've never been greeted by name on boarding by VS although (only when in UC) have been later in the flight.

I find that really interesting, we are almost always welcomed by name on our VS flights (I would say 9 out of 10 times it happens), it's always gives us a laugh at how they try and pronounce t'other halfs surname.

Of course it is nice to be acknowledged, and yes it's good customer service that encourages repeat business, so purely from a commercial point of view VS would be sensible to do it consistently.

But I agree with northernhenry - to EXPECT it and then moan when it doesn't happen smacks of arrogance and DYKWIA. Your loyalty has earned you several nice perks but being treated like a VIP just because you (or your employer in many cases) happen to have spent £2k or up in a year isn't one of them.

I reckon I spend about the same with Tesco in a year as I do with VS, with whom I'm AU, yet no-one would ever expect a supermarket to give them special treatment. But I haven't yet seen anyone stomping off to Sainsbury's in a strop just because they weren't greeted by name when they entered a Tesco.

With all due respect, please do not assume anything about me or suggest I am arrogant and DYKWIA - you've never met me. I spend time on V-flyer because I am a fan of Virgin and indeed this forum - not to be insulted. Feel free to voice your own thoughts on the subject, but please refrain from insults.

Guys you crack me up ! I will fly VS UC for the first and probably the only time ever in my life very soon...clearly I expect everyone, pax included, to curtsey as I arrive along the red carpet before asking for my autograph...no? )

[Neil]

Just a polite reminder for everyone to play nicely please.
Let's keep the thread on topic rather than allowing it to become personal.

I tend to stay in the same hotel in the BNA area, and have for years. Genuine recognition from everyone on the team on arrival, all coming up to say Hi - and usually put in their nicest suite (all suite hotel). But then I do stay there on average a month a year over last 10 years. (and up to 6 months). I stay at the hotel due to the low staff turnover, as I genuinely like knowing the guys that cook my breakfast/lunch/dinner.

I don't however expect same of VS, regardless of any status (I've had none for years, mostly down to use of lots of carriers due to the work cheapest wins policy. The organisation is miles bigger, and I'm pushed to even recognize a flight attendant from one flight to the next.

My view is if it's genuine recognition on any part, it's great, but I don't expect it - especially fake, mandated by company stuff.

Something as simple as a 'welcome back' or Hello again Mr/Mrs...' can go along way... it takes little effort from the CC and it's something that I cant remember receiving whilst VS Gold for nearly 7 years.

Subsequently I switched my flying to BA a year ago... of which I am Gold. Out of the last 8 flights I have taken, I've been greeted by first name on 7 of them... in some circumstances - by different CC on the same flight...

I wrote to BA about a faulty CW seat I sat in on a previous flight of mine, and I received an overly generous AVIOS compensation gesture, along with a duty free voucher to apologise... last time I flew with VA on boxing Day 2012, my personal TV did not work on the A330 between LHR and JFK... I received 5,000 FC miles.........

I was in CW with my mother on my last flight between JFK and LHR... a particular CC member paid my mother a great deal of attention through a common interest that they had (and by interest I mean in the subject... not each other...!) and he gave my mother a bottle of Laurent Perrier GS Champagne to take off the flight with her...

I (nor my mother) never received anything like this during my 7 years with VA...

I have enough FC miles to take a few rewards flights with VA, but finding availability on anything but the 07:40 departure from JFK to LHR is slim to non... at the same time there is plenty of availability for the same dates on BA in most cabins...

Whilst I love the Virgin Product as a whole, I feel like my business is more appreciate by BA... that I have more flexibility with BA... that if something goes wrong BA will make an effort to try and put things right (in my experience!)...

So I agree... maybe the service levels and the GC benefits are beginning to suffer...

I am EK gold and typically get acknowledged on their flights. My status is printed in capital letters on the boarding card, I guess that helps.

On my recent flights to and fro OZ I was sought out by the purser or cabin boss on each of the five legs (3 Y, 2J) with a "we like to individually greet our high value customers and if there is anything I can do" speech. On one leg I requested a business class amenity pack......the crew member went a bit old fashioned at the thought of having to deliver on her "if there is anything I can do" and I never saw her again. Or the amenity pack!!!!

A more tangible benefit to me than a hello from a list was at Brisbane airport when I asked how full Y was. The check-in assistant made a phone call and then said "the seat next to you will be empty". That I like and it is something that EK endeavour to do for their Gold and Platinum flyers flying in Y, loads permitting. y)

[Darren Wheeler]

I am EK gold and typically get acknowledged on their flights. My status is printed in capital letters on the boarding card, I guess that helps.

On my recent flights to and fro OZ I was sought out by the purser or cabin boss on each of the five legs (3 Y, 2J) with a "we like to individually greet our high value customers and if there is anything I can do" speech. On one leg I requested a business class amenity pack......the crew member went a bit old fashioned at the thought of having to deliver on her "if there is anything I can do" and I never saw her again. Or the amenity pack!!!!

A more tangible benefit to me than a hello from a list was at Brisbane airport when I asked how full Y was. The check-in assistant made a phone call and then said "the seat next to you will be empty". That I like and it is something that EK endeavour to do for their Gold and Platinum flyers flying in Y, loads permitting. y)

Ready for Big Roo

Something as simple as a 'welcome back' or Hello again Mr/Mrs...' can go along way... it takes little effort from the CC and it's something that I cant remember receiving whilst VS Gold for nearly 7 years.

Subsequently I switched my flying to BA a year ago... of which I am Gold. Out of the last 8 flights I have taken, I've been greeted by first name on 7 of them... in some circumstances - by different CC on the same flight...

So I agree... maybe the service levels and the GC benefits are beginning to suffer...

This mirrors my experience and even when speaking to the exec club they can't be helpful enough.

Just a polite reminder for everyone to play nicely please.
Let's keep the thread on topic rather than allowing it to become personal.

Thanks Neil, you took the words out of my mouth. There are plenty of alternative avenues for cat fights.

You run a great site here.

Something as simple as a 'welcome back' or Hello again Mr/Mrs...' can go along way... it takes little effort from the CC and it's something that I cant remember receiving whilst VS Gold for nearly 7 years.

Subsequently I switched my flying to BA a year ago... of which I am Gold. Out of the last 8 flights I have taken, I've been greeted by first name on 7 of them... in some circumstances - by different CC on the same flight...

I wrote to BA about a faulty CW seat I sat in on a previous flight of mine, and I received an overly generous AVIOS compensation gesture, along with a duty free voucher to apologise... last time I flew with VA on boxing Day 2012, my personal TV did not work on the A330 between LHR and JFK... I received 5,000 FC miles.........

I was in CW with my mother on my last flight between JFK and LHR... a particular CC member paid my mother a great deal of attention through a common interest that they had (and by interest I mean in the subject... not each other...!) and he gave my mother a bottle of Laurent Perrier GS Champagne to take off the flight with her...

I (nor my mother) never received anything like this during my 7 years with VA...

I have enough FC miles to take a few rewards flights with VA, but finding availability on anything but the 07:40 departure from JFK to LHR is slim to non... at the same time there is plenty of availability for the same dates on BA in most cabins...

Whilst I love the Virgin Product as a whole, I feel like my business is more appreciate by BA... that I have more flexibility with BA... that if something goes wrong BA will make an effort to try and put things right (in my experience!)...

So I agree... maybe the service levels and the GC benefits are beginning to suffer...

Thank you so much for your reply. I am however super reluctant to switch to BA out of loyalty to VA right now... (it's like an addiction) It is great to read you've had such a great experience with BA as Gold. I'll try over the coming months. Thanks again.

Guys you crack me up ! I will fly VS UC for the first and probably the only time ever in my life very soon...clearly I expect everyone, pax included, to curtsey as I arrive along the red carpet before asking for my autograph...no? )

Lizzie - It's an incredible product and you will totally enjoy the UC experience. Please understand, I'm venting from my own perspective.... DELETE my post from your mind, you're gonna love it! No red carpet... #WIN

I don't expect recognition but do appreciate the few extras that come with the status apart from the published perks. I think these extras are dependent on the crew. Sometimes when I'm in PE or Y, I get champagne and crisps, sometimes I don't.

The inconsistency is annoying but I don't let it bother me because these extras are not on the list of AU benefits. What would really boil my blood is if I don't get lounge access or UC check in when I'm not flying UC.

This thread reminded me of an old "Not the Nine O'Clock News" sketch with Pamela Stephenson, regarding AMEX. For those of you not old enough to remember it, here is the link:

http://www.youtube.com/watch?v=ZF-U9nL9Ios

"Have you flown with Virgin before" is in Sealink's book of dumb customer service questions.

The person asking should know that already. It undermines the entire loyalty "we value you" line.

It also falls into the section of "Things people say in customer service that actually makes things worse."

How much better would it be, if the staff don't know if you have flown before, to simply sidestep that, with a welcome to be "Hello Mr. Smith <via quick glance at the boarding card> welcome on board" - combined with a genuine winning smile.

I don't really have any complaints on this front. I've usually had a small reference to status in interactions with the crew ('I'm sure you know how the seat works by now' -- that kind of thing) and that is quite enough for my liking. The only problem, I think, is the consistency. I would like to think that there is a service routine, and it should be similar no matter what flight or crew you get.

People who are mentioning published benefits should not forget that adding extra unpublished ones can be a real winner -- but again I would hope to see them offered uniformly. As for the point about obtaining status via credit cards, this must surely cover a small proportion of people, and it is really a poor argument to restrict the soft benefits to all on the basis that not everyone has truly earned them. If VS allows you to get AU thanks to having a credit card, then that is its problem -- it certainly shouldn't become a justification for the attrition of other benefits.

I must say, I think that VS have actually got better about all of this in the past few years. I am now almost always greeted at the plane-door with 'Hello Dr at240, welcome on board. You're in [seat] which is down/up this/that aisle'. This seems to happen regardless of cabin or status. It's a nice touch and these things do make a difference.

[Neil]

"Have you flown with Virgin before" is in Sealink's book of dumb customer service questions.

I disagree slightly on that point.

Firstly, I do agree that it isn't something that should be asked on boarding, a quick name check is easy and more than enough.

However, as mentioned earlier in this thread, many people have elite status with airlines/hotels not through loyalty but through credit cards, status matches etc. I think it would be worse for the crew to assume you have flown before and not offer a guide to how the suite works, or give you the chance to ask any questions than to ask and receive a polite no from the pax.

People who are mentioning published benefits should not forget that adding extra unpublished ones can be a real winner -- but again I would hope to see them offered uniformly. As for the point about obtaining status via credit cards, this must surely cover a small proportion of people, and it is really a poor argument to restrict the soft benefits to all on the basis that not everyone has truly earned them. If VS allows you to get AU thanks to having a credit card, then that is its problem -- it certainly shouldn't become a justification for the attrition of other benefits.

I must say, I think that VS have actually got better about all of this in the past few years. I am now almost always greeted at the plane-door with 'Hello Dr at240, welcome on board. You're in [seat] which is down/up this/that aisle'. This seems to happen regardless of cabin or status. It's a nice touch and these things do make a difference.

I only limit myself to the published benefits because I was getting fed up of expecting extras that never came. The inconsistency in getting these were very frustrating and at times in asking for things which I would normally get, I virtually get yelled at by CC. Extremely annoying.

On the name issue, I don't mind not getting greeted by name at the door, but during service it will be nice to get a "hello mrs. d what would you like to drink?" After all, they've got the chance to look at the manifest.

"Have you flown with Virgin before" is in Sealink's book of dumb customer service questions.

I disagree slightly on that point.

Firstly, I do agree that it isn't something that should be asked on boarding, a quick name check is easy and more than enough.

However, as mentioned earlier in this thread, many people have elite status with airlines/hotels not through loyalty but through credit cards, status matches etc. I think it would be worse for the crew to assume you have flown before and not offer a guide to how the suite works, or give you the chance to ask any questions than to ask and receive a polite no from the pax.

Both cases are about making assumptions.
A regular traveller/guest (from my experience) finds being asked if they are regular annoying.

Virgin should know if someone is Gold because of status matching etc.

It's not easy but it makes the difference.

I am kinda on the fence on this on to be honest.
The one time I flew in UC I was greeted by name and addressed as such on board and I thought this was a nice touch.
IF i was a regular on a particular route surely I would slowly get to know some of the CC? so would be greeted in a normal manner by then?
I think for me the most important part is the quality of the aircraft, a lively but competent Crew, a flat bed, good food and ofcourse decent IFE. The DTCI and CH are really cool too.
If I wasnt greeted by name then I dont think I would lose any sleep over it.
I am more concerned on my next flight that I have a 75% chance of getting VERA REEL and I dont have a tablet either so need to find out how to get dvds on to my iphone.
Like others have said, being greeted by name isnt on the list of AU benefits (yes it would be good customer service), but is it the be all and end all? not sure to be honest.

Personally, I think this is one of the small things that makes a big difference.

Two points I would like to make, first, I made a my first flight with GermanWings recently, a LOW COST airline - when the CC came round doing the service she said "Mr <adastral> , would you like a snackbox, we have.....?" - My first flight with them, I was not in premium seating (i.e. BEST), but will I fly them again? Absolutely.

Personal service on a low cost airline, on a flight lasting 1 hour 15mins. If they can do it, any of the big airlines flying international have no excuse certainly when it comes to their frequent flyers.

Second- this is clearly from this thread one of those things that costs little to deliver but it means so much. (I do not know, but I sense that the information is already to hand, whether on a manifest, or on the boarding card). The business case for actually doing it, whether as you board or at the seat, surely is a no-brainer?

On a recent flight I was a little put out to be told by the crew member that I couldn't have my first choice of meal as had no flying club status, I do and on that flight was Silver although the flight got me to Gold. Apparently first choice was being given to all the Gold members in UC which I'm pretty sure most were not!

What makes you think most were not ?

Because when it was confirmed that infact I was a FC member I saw the manifest

On a recent flight I was a little put out to be told by the crew member that I couldn't have my first choice of meal as had no flying club status..

Wow, speaks nothing of tact or professionalism expected does it ii)

You never know, the entire cabin could have been full of AUs or empty of FFs completely. You would not think I was AU to look at me when I travel, so don't go judging a book by its cover.. unless of course you snuck a look at the manifest

Heading back to the OP, I think it is nice to be welcomed back by name (better than oh bugger, him again.. hide the JD ) although I do not expect a personal approach from the FSM.. If I wish to speak to him or her I will ask to do so..

Consider this guys, they have a plane full of potentially hundreds of FFs as well as the reams of paperwork and supervisory duties to perform - if short staffed I have seen FSMs muck in and help in other cabins if necessary - they will simply not have time to visit everyone for a welcome back chat. All I can suggest is that if you have any problems at all just ask to speak to the FSM and know that your AU or Ag status will more than likely cause them to come over and help out.

Happy flying fellow FFs y)