New menu

What an interesting thread !

We all have very different tastes and thats a good thing but perhaps not for airline menu deciders !

Thanks for posting the menu Micheal

I have to say and disagree with most posters, I think the new menus in Upper from brunch to lunch/dinner all look very good indeed to me.

I prefer fight meals covered in some sort of juice be it jui, gravy or cream sauce rather than dried offerings and dont enjoy red meat (esp steak) in the air as I am very fussy wrt where I eat red meat these days.

A couple of weeks back I had the best ever flight meal and it was Chicken wellington on a BA flight (in First) - moist, tasty and very very nice indeed . As I said I have travelled a lot at the pointy end for over 60 years and this meal was memorable for all the right reasons. Sadly, the worst one I ever had was on a VS flight last year - sausages and mash ! So bad I sent a photo to Shai and he personally replied !

I have four flights booked with VS in Upper (Dec, Jan, Feb and March) so dont fly as much now I am retired but I am a heck of a lot fussier than when I travelled for work so lets see if they can deliver what, for me, is an outstanding looking menu

I had an exchange with VS leadership yesterday and it would appear they were unaware that passages in MAN were not getting the full menu. They have made me aware that they have challenged the catering unit in MAN and the inflate teams to up the number of pre order menu items. Probably wont help me on my flight next week but at least they are taking the feedback seriously.

I had an exchange with VS leadership yesterday and it would appear they were unaware that passages in MAN were not getting the full menu. They have made me aware that they have challenged the catering unit in MAN and the inflate teams to up the number of pre order menu items. Probably wont help me on my flight next week but at least they are taking the feedback seriously.

Well done for raising this with VS, but can I say I admire your confidence that your exchange has been taken seriously. Would love to think that it has, but will believe it when I see it.

It's a no from me. I'm increasingly switching across to BA for my flying, that said EI are also very good.

VS need to start listening (and fixing some of these issues).

I flew LHR>NYC yesterday and apparently Sir Richard was in the lounge (prob waiting for the delayed Barbados flight). If I would have seen him, I definitely would have brought the beef issue up.

Anyway - I was in Premium and have the Cumberland Sausage with Mash. It was average economy food. Cumberland sausage had NO flavour and it was a teaspoon of congealed gravy over the potatoes. My seat mate had the chicken which didn't look any better to be honest.

The food has been terrible for the past year especially ex-US (I'm usually on the SFO>LHR route) and I had a curry in Economy a few months back and honestly it was the best Virgin food I've had in a while.

I flew NY > Orly on La Compagnie last week and was blown away with the food and service that they were able to provide on a A321NEO. It was a real revelation and a shock to the ever lowering standards VS has been putting us through recently.

I do the feedback survey but they must be bored of me moaning about the food by now so I'm at a loss to see what to do. Maybe a Shai email directly?

The reason I sent the email is because I’m tired of VS PR and bluster. I like manny of you booked a flight during the 40th birthday sale in upper. So I expect as a bare minimum a decent pre order menu for flights out of MAN. We don’t have a Clubhouse so we cannot just have a curry or burger in the lounge. We don’t get the newer planes all the time I like the regular A330 anyway because of the bar. But the price of MAN flights and LHR flights to ATL are virtual the same yet you are only getting half the product and that’s not ok. It’s also not fair on the crews because they have to make the best out of a bad situation.

The reason I sent the email is because I’m tired of VS PR and bluster. I like manny of you booked a flight during the 40th birthday sale in upper. So I expect as a bare minimum a decent pre order menu for flights out of MAN. We don’t have a Clubhouse so we cannot just have a curry or burger in the lounge. We don’t get the newer planes all the time I like the regular A330 anyway because of the bar. But the price of MAN flights and LHR flights to ATL are virtual the same yet you are only getting half the product and that’s not ok. It’s also not fair on the crews because they have to make the best out of a bad situation.

That is basically the exact same as what I have said in my complaint to VS Customer Care. They have acknowledged receipt & a response is due in 5 days. I will post it [suitably redacted] when I get it.

Fly from Heathrow - 10 pre-choices of meal in UC. Drive thru check-in. Private security channel. Clubhouse etc.

Fly from Manchester - 3 pre-choices of meal in UC. Pay £5 out of your own pocket to be dropped off at the terminal forecourt. You get "Priority Lane" security, which is where Manchester send all the families & special assistance passengers who take longer to screen. NB: Manchester do have a proper "Fast Track", but it costs more & Virgin won't pay the fee for Upper / FC Gold passengers. 1903 Lounge is hit and miss - it can be OK or hell on earth. If you want edible food not on the menu to take on board, then close of £10 out of your own pocket at somewhere like Pret (airside prices).

And as you say, both of these hugely different UC experiences for basically the same fare. I think we can see exactly what Virgin think of "their home in the North" as they lovingly refer to Manchester as in any press release.

[mitchja]

After seeing various weather reports regarding Tropical Storm Milton heading forwards Florida today, I've taken the decision to change my LHR>TPA reward flights to MAN>JFK instead next week. Very surprised to get reward availability for next week!

Whilst VS have no travel waivers in place yet, they are monitoring and aware of the developing storm heading across the Gulf of Mexico which is predicted to get stronger and may impact TPA & MCO operations next week.

Much reduced MAN >JFK menu:

Screenshot 2024-10-06 at 16.49.19.png (149.62 KiB) Viewed 121408 times

After see various weather reports regarding Tropical Storm Milton heading forwards Florida today, I've taken the decision to change my LHR>TPA reward flights to MAN>JFK instead next week. Very surprised to get reward availability for next week!

Whilst VS have no travel waivers in place yet, they are monitoring and aware of the developing storm heading across the Gulf of Mexico which is predicted to get stronger and may impact TPA & MCO operations next week.

Much reduced MAN >JFK menu:

Screenshot 2024-10-06 at 16.49.19.png

This screenshot - and your previous one show how VS treat / see MAN passengers. 10 choices from LHR, 4 from MAN.

[mitchja]

Here's the return flight menu for JFK>MAN:

Screenshot 2024-10-08 at 08.05.09.png (1.01 MiB) Viewed 118471 times

[buns]

Thanks for this James!

Truly disappointed that, once again, VS is putting style over substance and dare I say penny pinching when it comes to portion size

Having just ONE plain dish would go some way to acknowledging passengers require a choice.

Crawley are not concerned with passenger feedback

Buns

Thank you James

Bit of a crock, methinks

Rich

Just had the Chicken and Mushroom pie with mash which was great - except for that weird jelly stuff that was pretending to be gravy (looked more like wallpaper paste). How hard is it to boil some water and make bisto ? Why offer califlower soup and then add curry to it ?
The afternoon tea of ploughmans was a bread roll with pate and some blue cheese (whats wring with chedder) and a pear !? Since when does a pear replace an onion on ploughmans ? I think the caterers need to google 'gravy' and 'ploughmans' - it should not be this hard.

Further to my previous post... response from VS Customer Care. Normal "boiler-plate" style response & throw a few FC Points to your account.

------

Hello [Kraken]

Thank you for contacting the Customer Care team, I hope you’re well.

I'm extremely sorry that the Upper Class menu does not meet your expectations and I can appreciate how frustrating this may be for you.

We do work closely with our caterers to ensure the food provided is of a high standard so it’s disappointing to hear that the current selection does not align with your tastes. I will forward your comments to our In-flight Services Team for review.

I understand your disappointment with the differences in service offerings compared to London Heathrow. We’re always looking for ways to improve and provide a consistent service. Your feedback regarding the drop off, fast track security and lounge experience will be shared with our Commercial Team.

As a gesture of goodwill, I have added 12,000 Virgin Points into your Flying Club account. The world is your oyster when it comes to spending your points with us, click the link below to discover how to spend your points.

Ways to spend points | Virgin Atlantic

It’s good to hear that [name omitted - guy I spoke to on the FC Gold number] was helpful, and I hope this gesture demonstrates my willingness to address the concerns raised and to make amends.

Thanks for taking the time to provide feedback. I’m so pleased to hear you booked your flights to Orlando with us and I really hope we can show you the service you deserve as a valued Gold member.

Kind regards,

[Name Redacted]
Customer Care
Virgin Atlantic

[mitchja]

Here’s the full on-board menus for USA flights:

IMG_2002.jpeg (1.6 MiB) Viewed 115184 times

IMG_2003.jpeg (1.28 MiB) Viewed 115184 times

[buns]

Further to my previous post... response from VS Customer Care. Normal "boiler-plate" style response & throw a few FC Points to your account.

------

Hello [Kraken]

Thank you for contacting the Customer Care team, I hope you’re well.

I'm extremely sorry that the Upper Class menu does not meet your expectations and I can appreciate how frustrating this may be for you.

We do work closely with our caterers to ensure the food provided is of a high standard so it’s disappointing to hear that the current selection does not align with your tastes. I will forward your comments to our In-flight Services Team for review.

I understand your disappointment with the differences in service offerings compared to London Heathrow. We’re always looking for ways to improve and provide a consistent service. Your feedback regarding the drop off, fast track security and lounge experience will be shared with our Commercial Team.

As a gesture of goodwill, I have added 12,000 Virgin Points into your Flying Club account. The world is your oyster when it comes to spending your points with us, click the link below to discover how to spend your points.

Ways to spend points | Virgin Atlantic

It’s good to hear that [name omitted - guy I spoke to on the FC Gold number] was helpful, and I hope this gesture demonstrates my willingness to address the concerns raised and to make amends.

Thanks for taking the time to provide feedback. I’m so pleased to hear you booked your flights to Orlando with us and I really hope we can show you the service you deserve as a valued Gold member.

Kind regards,

[Name Redacted]
Customer Care
Virgin Atlantic

Well, after a protracted e mail exchange with the so-called Executive Office where my only response was to answer with the menu that I had originally sent them courtesy of V Flyer, I today received a phone call.

The short answer is “the feedback is the new menu has gone down well”

It is clear VS Management do not want to listen to anything from customers not do not accord to what the external catering providers tell them.

My message is, if you, like me, find the absence of plain menu items a real issue, then write to them and continue to write. Perhaps one day they will take note.

Buns

I wonder if they have given up on catering, my G booking that I made today says "Meal Service.... No Meals"

I wonder if they have given up on catering, my G booking that I made today says "Meal Service.... No Meals"

It should say "Meal Service - Go to Pret a Manger before boarding for fresh edible food". That is what I will be doing a week on Sunday for an UC flight to Orlando. Will be interesting to see the FSM's reaction when they ask why I have bought my own food onboard!

So frustrating that the ex-LHR flights are what they're always crowing about with all the choices, but the ex-US flights (especially the West Coast) are bare minimums, very similar to the ex-MAN concerns here. When discussing with customer care, it's always assumed that my flights out of SFO are some sort of vacation, not that I live here and visit the UK on business -- I find that a tad insulting, especially as they say the same about Revivals hours which do not accommodate us for half of the year due to the shifted schedule.

So frustrating that the ex-LHR flights are what they're always crowing about with all the choices, but the ex-US flights (especially the West Coast) are bare minimums, very similar to the ex-MAN concerns here. When discussing with customer care, it's always assumed that my flights out of SFO are some sort of vacation, not that I live here and visit the UK on business -- I find that a tad insulting, especially as they say the same about Revivals hours which do not accommodate us for half of the year due to the shifted schedule.

Totally agree! If you fit Virgin's "ideal model passenger", so East Coast USA business passenger from / to Heathrow, they cannot do enough for you. As soon as you start to venture outside this model - dare I say Manchester, or flights originating in less high-profile USA locations, you soon learn what Virgin think of your custom.

Will keep an eye out for BA's next FF status match offer! (Although these in the past have generally not been available to UK based passengers).

Going out on VS9 a week Tuesday…is this still the current offering in UC?

[mitchja]

Going out on VS9 a week Tuesday…is this still the current offering in UC?

Yes.

Going out on VS9 a week Tuesday…is this still the current offering in UC?

Yes.

Cheers!

Just returned from Male. Quite simply the worst catering I've ever experienced on VS. Half of the menu and what I ordered was near inedible. VS need to do something on this route and fast - crew were noting pax were all complaining.

Had the pleasure(?) of BA Club World recently - they now have a brunch service, as opposed to lunch, on flights that’s depart before 1130am - which is a choice of a strange ‘mixed grill’ (its a English breakfast but instead of bacon there’s a piece of chicken), frittata or pancakes . By the time you get served, even if taking off on time, could be around 1330 for what is essentially Breakfast. (Could easily be your 3rd Breakfast of the day if you’ve eaten at home and at the lounge too ) Only a single dessert option too.

Unlike the VS Brunch service on earlier flights where you get still also get a full lunch service before landing in the USA, this was the main service with just afternoon tea before landing.

Apparently it’s the same in First too! Also, late night departures from the USA are no longer offering a 3 course dinner - only a more express option.

Really don’t think it’s so bad on Virgin when you compare it to that - and personally quite a fan of the current options (although would still love to see beef return!)