V-Flyer

Hi,
Having just returned from our holiday in Orlando not only am I freezing cold but I have to say it a little disappointed in the upper class experience.

On outbound trip it started a bit strange, we checked in online night before(to collect points)it said we had seats 8k and 9k but when we got to desk we had been moved to 11k and 12k)having not checked in online before wasn't aware if this was the usual practice.(ex virgin staff member had been moved to the 8 and 9 seats)

As for the flight it was great, so comfortable and food was superb(had the soup and lamb) they did miss me when it came to dessert as a passenger started to feel ill so I didn't bother them too much. When we landed at Orlando we both felt so good, almost like we hadn't flown at all, luggage was first off it was superb.

On return trip I had a few issues, my seat didn't fully recline(12a), my television kept cutting out(luckily I had my Patterson book),and when I decided to sleep the cabin crew kept opening and closing lockers and to top it all off no duty free as computers were down.

Lessons learned= get better seats.

Am I wrong to be complaining?

It's a shame your flight wasn't the standard you'd expect. What did you do about this in flight? I had a problem with my seat when I was in upper class, and the crew tried to fix it then I said I'd move to a spare seat. If the crew did their best after knowing there was an issue, then I probably wouldn't complain further.

That said, if you aren't happy, put it in writing to their customer relations team, for the amount of money you spend, you deserve some comments back from them.

Unfortunately I am not the type of person who complains(just tend to carry on as normal) a terrible flaw that I have. I posted my topic as I find V-flyer therapeutic!!

On our second Upper Class trip back from Orlando to Manchester last week (6A&K) my table wasn't working. They were very apologetic and suggested we eat togther or at the bar and that I could have either miles or £50 of duty free. Worked well, 2 bottles of brandy and the only downside was breakfast was a bit cramped as I had ticked just about every box on the breakfast order!

Sorry, to hear about this. You should email customer relations when my screen broke in econ. (the rest of the cabin was empty but, I thought I could get something out of it) I managed to squeeze 10,000 miles out of VS. If you were flying in UC you should be able to get quite a few

Originally posted by Alex321bartie
when my screen broke in econ. (the rest of the cabin was empty but, I thought I could get something out of it) I managed to squeeze 10,000 miles out of VS. If you were flying in UC you should be able to get quite a few

That statement made me absolutely furious. The cabin was empty by your own admission and so you were able to use a screen in another seat. Therefore you, in thinking you 'could get something out of it' were dishonest in your representation to VS and those 10,000 miles were dishonestly acquired. Not only that but you, and the likes of you have queered the pitch for people who have genuine complaints about service delivery or if their property gets damaged during a flight. Because you have 'tried it on' and succeeded the rest of us are all tarred with the same brush and our complaints are treated with suspicion until we can prove them genuine.

I have no problems with people approaching customer service when things go wrong and they are unable to avail of a service but you by your own admission were.

Well said HL. [y][y]

Nick

'"That statement made me absolutely furious. The cabin was empty by your own admission and so you were able to use a screen in another seat. Therefore you

Nikki

you should make Virgin aware of your disappointment and concerns as you have taken one trip, you now have the option of being a repeat customer (or not as the case may be).

Approach this as an opportunity for VS to learn, rather than a chance to score a point - you will then not get stressed over the issue

buns

Don't worry people, it seems our new member has found the search function and is using it to the best of its abilities...

Originally posted by Alex321bartie
I managed to squeeze 10,000 miles out of VS. If you were flying in UC you should be able to get quite a few

There was something else bothering me about your post when I posted my original reply as I felt 10,000 miles seemed to be excessive for a broken screen in economy. I pulled up a previous trip report where the IFE failed completely. On that occasion one of the options UC passengers were offered was 5,000 miles.

It is unlikely therefore that they would have offered 10,000 miles for a broken screen in economy when they offered only 5,000 miles to UC passengers for a complete failure of the system.

But do miles from Customer Relations count towards the 2m needed for a Virgin Galatic reward? [:?]

Originally posted by honey lamb
[brIt is unlikely therefore that they would have offered 10,000 miles for a broken screen in economy when they offered only 5,000 miles to UC passengers for a complete failure of the system.

My Dear Lamb,

Since flawless consistency is not exactly a VS hallmark, and since we do not know what this pax might have told VS (lies, lies, or damn lies), it's possible his story won him the 10K.

Still, your overarching point is spot-on. Shame on him/her/it.

GJ

Originally posted by honey lamb

Originally posted by Alex321bartie
I managed to squeeze 10,000 miles out of VS. If you were flying in UC you should be able to get quite a few

There was something else bothering me about your post when I posted my original reply as I felt 10,000 miles seemed to be excessive for a broken screen in economy. I pulled up a previous trip report where the IFE failed completely. On that occasion one of the options UC passengers were offered was 5,000 miles.

It is unlikely therefore that they would have offered 10,000 miles for a broken screen in economy when they offered only 5,000 miles to UC passengers for a complete failure of the system.

First post, so take it easy....[B)][B)]

My experience is that Virgin can offer vast differences in miles as compensation for complaints.

Personally I've received around 10K for complaining in PE. But I've seen compensation onboard in UC of over 20K for very simple problems, i.e. laptop power not working.

It all seems to depend on your current FC status, and past record with Virgin.

As an example, myself and a colleague both complained about very poor service on a flight last year. I received 10K in miles and my colleague received nothing. The only difference was that I had Silver FC and my colleague was red. He complained again asking why the difference and then received the same compensation

I don't complain unless there's a problem, but I will put across the best case possible with the intention of a) improving service for all but b) getting compensation as I'm / the company is paying for a service.....

[V][V]

I'd rather they'd fix the underlying problems in the first place than dishing miles out like candy, as it has been proven to be abused by some. A few of us here got strange resposnes from SRB Office when offered miles, and we declined and said to give them to charity. We all wanted the stupidness to stop.

Totally agree. I've complained three times and each time I've received miles as compensation, but fixing the problem is definitely the best approach!!!

Miles are cheap as they know most will never get used. Now, throw in a few tier points.... [}:)]

Originally posted by Darren Wheeler
Miles are cheap as they know most will never get used. Now, throw in a few tier points.... [}:)]

Not as cheap as you may think. I'm sure they need to be accoutned for on the P&L.

http://www.guardian.co.uk/money/2005/ja ... neindustry