V-Flyer

My experience of VS UC was not good: it was way lower than the advertising puff they promise, "Rockstar treatment", "The unique Virgin experience" ( I will give them that tho, it was unique, but the harsh reality is that they simply don't cut the mustard).

We aren't hardened long haul road warriors: in a previous life I did my share but fortunately no longer have to endure the slings and arrows.

My perception is that VS promise but don't deliver: that is forgiveable if the service delivery failures are small, and insignificant: however, when the letdowns are fundamental the question does arise, "why bother?".

If I was the only soul disappointed I would suck it in and take it, but I read TRs that reinforce my experience.

So why don't VS give a toss?

Cabin crew excluded.

I will defend them a little Firstly I believe the 'Rockstar Treatment' tag is Virgin Holidays rather than Virgin Atlantic., but that is splitting hairs. 8D

There is no doubt that they are not the innovative, brand leading airline they used be; but there is also little doubt that they have struggled to stay in business over the past couple years. A lot of the cutbacks have been out of necessity, rather than choice.

There are numerous threads here about whether the cutbacks are done in the right areas and at the right level, and there is no doubt that if we ran the airline, we would all have done things differently.

Having said that, as an avid reader of TRs, my impression is that over the past few months - things are actually getting a bit better on the food front, plane cleaning front and other areas that were getting dire reviews a few months ago.

What specific areas are the greatest disappointment to you?
The most common areas here seem to be the outdated and unreliable IFE on the LGW / MAN and most Baby Buses.
The new A330s should address this and they are still talking about the LGW / MAN 747 refit starting before the end of this year.

Virgin are far from perfect, but saying they don't give a toss is a bit harsh IMHO.

Nick

I am sure they do give a toss, its just the free pens, polo mints, cowshed products, haircuts that they dont give

Av8tor wrote:My experience of VS UC was not good: it was way lower than the advertising puff they promise ...

We aren't hardened long haul road warriors ...

My perception is that VS promise but don't deliver

So why don't VS give a toss?

Don't understand, are you basing your view on actuality or reading TRs, what fact points are you referring to, who are you comparing VS to? Your post is a long comment and not something that is easily answerable. Do share more?

Don't understand, are you basing your view on actuality or reading TRs, what fact points are you referring to, who are you comparing VS to? Your post is a long comment and not something that is easily answerable. Do share more?

Agreed, I haven't a clue what the OP is banging on about.

Sorry but ditto !

?| ?| ?|

I have to echo what Nick has put.

I think a lot of the recent TR's have been positive, in all 3 cabins. We have new a/c coming this week, and signs of improvement with things like the enchanted PE breakfast, so hopefully VS are listening and trying to improve the important things.

I think the source of Av8tor's opinion can be found in this TR

pjh wrote:I think the source of Av8tor's opinion can be found in this TR

So if that's the case, point made, but this then is trolling.

slinky09 wrote:

pjh wrote:I think the source of Av8tor's opinion can be found in this TR

So if that's the case, point made, but this then is trolling.

Agreed - unless a further flight has been flown. In which case, more details are needed as requested above.

Luke

And also this one.
So point made thrice.

Ok, so he's had what seems to be one bad experience. I get it now. In which case I agree with what Nick has said.

The thing is, there are good and bad in most companies and with services delivered. I've had terrible experiences with a number of carriers, but from the four times I've flown with VS I've found them to deliver a good product. Until that changes, this will be my opinion.

Anyone describing Virgin as a 'loco' clearly has no experience of using a low cost airline (I mean Easyjet, Ryanair, Wizz etc), such is the daftness of that comment.

I sounds all the more daft when the person making the comment is talking about Business Class in their TR.

Troll..

Fishing for comments.

"Will never fly VS again"...why post then?

15isto2 wrote:I am sure they do give a toss, its just the free pens, polo mints, cowshed products, haircuts that they dont give

Whilst those were nice things to pop in your bag - especially the pen - there is a limit to how many polos and pens you need. I probably threw more away than used (except the pens) but there is a limit. It is an airline not a 7-11. Giving out gifts is a bit outdated and costs the airline. Better to spend the money elsewhere on the actual product of flying people around.

You can't judge an airline on how good a hair cut or a free pack of mints.

Reading the TRs it seams like lots of little things - some of which are not withing VS control and some (well A LOT) which are the OPs personal preferences or things they did/didn't do or assumed (like where the MBJ Lounge was). And how on earth can VS be held accoutable for that the Jamacian authorities do and who they search?

They seamed very agrieved that the cheese course came pre-plated (unlike on PIA !). I've done 3 UC/Business class returns in the last 12 months or so and on all 3 these cheese course came pre-plated. Perfectly reasonable to me !

Try flying Y to MCO in august av8tor - in fairness i travelled Y to MCO a couple of weeks ago and it was actually ok so its not all bad news for VS

JCBR wrote:

15isto2 wrote:........Giving out gifts is a bit outdated and costs the airline. Better to spend the money elsewhere on the actual product of flying people around.

You can't judge an airline on how good a hair cut or a free pack of mints.

I actually disagree with that. The vast bulk of an airline's spend is pretty much fixed and non-negotiable - aircraft, fuel, staff wages, airport costs etc. etc.

They then have a small amount of ticket revenue left over, not including their profit, that they have control of themselves.

Virgin used to have the reputation of spending that small amount on innovative things - like kid's packs, quality amenity kits, frequent flier giveaways, quality in-flight drinks and food, state of the art services in their lounges etc. etc.

These 'little things' didn't cost a massive amount, but they did set the airline apart from the competition and, in doing so, created a VERY loyal customer base and a huge percentage of repeat customers.

From the numerous threads on here, there is little doubt that the beancounters made sure that Virgin lost this edge and they became 'just another airline'. Not a bad airline, but nothing special either.

I don't have access to figures, but I would love to know how this policy has affected the number of repeat customers the airline gets. Taking V-Flyer as an example, there are a large number of formerly loyal customers that have moved over to the darkside, or have just decided to fly on whichever airline offers the best deal.

I think the policy shift of no longer being innovative with 'the little things' has cost VS big time. The beancounters may say that the mere fact the airline is still flying is proof that their policies are best, but I still think it is a shame.

Nick

Still flying perhaps - but effectively up for sale

Interesting: actually I'm not a troll and I have more time airborne than you may think. I also have considerable experience of low cost airlines and full service airlines.

Brand loyalty is one thing but blind acceptance of a mediocre product is another: I mentioned my disappointment with the VS product to one of their cabin crew. He agreed that "things have gone downhill in the last 3 years". His comment, not mine.

VS generate an expectation with their advertising and the perception they have created that they are " a cut above the rest": I don't expect them to produce anything beyond that which they profess to provide. The disappointment arises when they fail to provide the promised "experience".

Excuses along the lines of " Virgin can't be responsible for -insert third party here - " does not hold any water. I spend an inordinate amount of my time making certain that the contractors we use supply the service and product we expect.

From being market leaders and at the forefront of questioning the SQ, revolutionising air travel, VS appears to have settled in to mediocrity, cutting corners to save pennies.

As to those content to acccept 3 small portions of plated cheese, poor quality food and tatty cabins, you need to address your reason for tolerating this: so long as you put up with it you do a great disservice to every last one us.

As an aside, the new 330 was at East Midlands doing touch and goes today.

Av8tor wrote:VS generate an expectation with their advertising and the perception they have created that they are " a cut above the rest": I don't expect them to produce anything beyond that which they profess to provide. The disappointment arises when they fail to provide the promised "experience".

From being market leaders and at the forefront of questioning the SQ, revolutionising air travel, VS appears to have settled in to mediocrity, cutting corners to save pennies.

As to those content to acccept 3 small portions of plated cheese, poor quality food and tatty cabins, you need to address your reason for tolerating this: so long as you put up with it you do a great disservice to every last one us.

Firstly, thank you for coming back - but I still believe your post was simply flaming in original form.

You may be surprised that reasonable comments, such as the ones above, will have many supporters here.

However, it's been explained to you that VS, like many airlines, has suffered considerably from the economic slump and it has cut corners, and we've noticed them. Blind we are not - perhaps you should read some threads a little more.

But, if you, like I do, fly on other airlines in business class you might think that VS still does some things better. By the way, fly Club World and you get an option of dessert OR cheese, not both!

<<The disappointment arises when they fail to provide the promised "experience".>>

agree. Where are the pole dancers they promise in their advert ??!!

Av8tor wrote:I spend an inordinate amount of my time making certain that the contractors we use supply the service and product we expect.

But that only holds to the services VS contracts for and I would agree thast VS needs to 'up' its contract management and performance systems.

However VS does not contract airport security*, customs, immigration etc and is in the hands of these local authorities. If the Jamaican customs service decides to do an additional search on the jetway as happened to you then there is nothing VS can do about it. (*it does have contracts with UKBA and BAA re the LHR private security channel).

Av8tor wrote:
As to those content to acccept 3 small portions of plated cheese, poor quality food and tatty cabins, you need to address your reason for tolerating this: so long as you put up with it you do a great disservice to every last one us.

As I said I have done 3 UC/Business Class flights in the last year. I may not have made it clear but these were on three different airlines (VS, DL and LX) so the cheese coming pre plated is certainly not unusual to VS. Personally I have no problem with this (and I guess the vast majority of pax don't either) and other than you I don't recall anyone else complaining about it in their TRs

Some of your issues are down to personal - and there is nothing wrong with that - preference. Some people like the VS UCS and some don't. Ditto the food. Ditto all sorts of other things.

Airlines can't please all of their customers all of the time. As ALL airlines usually say on landing 'we never forget you have a choice'. Some people choose to only fly VS whereas others (like me) shop around based on price. Both are valid!

I'm not so sure why the cheese has to be an issue - what would be the alternative to plating it up? An entire truckle? These things have to be portioned out, otherwise you get a massive amount of waste.

Some of your issues are down to personal - and there is nothing wrong with that - preference. Some people like the VS UCS and some don't. Ditto the food. Ditto all sorts of other things.

Correct. If the judgement of Av8tor is that they didn't give him what he wanted, don't buy a seat on the airline again. However, they clearly are giving a lot of people what they want and these people are not doing a "disservice" to anyone.

Looks like "the troll" is not alone!

With all due respect you have clearly missed the reason why the vast majority of people are members of this board if you think we "moan". I think I can speak for the vast majority, having been a member for a number of years, when I say that we are here because we love what VS once was. We have all become incredibly disillusioned by what is being offered today especially when you look at the leaps and bounds other airlines are making. Times have changed in the industry, yes its tougher economically but equally one can now board a LCC and be offered a TV to watch! I was one who would only ever fly VS long haul, however because of a variety of reasons I am now looking at other airlines. You know something has gone very wrong when DL becomes a viable alternative!

Yes the new IFE will be an improvement however compared to the likes of Emirates, Singapore, Air New Zealand, Oman Air et al the new offering is no improvement at all. As a staff member you maybe happy with VS just playing catch up to the rest but as loyal passengers, whose loyalty has been established because VS was a market leader, we are not. It is not moaning, it is more us vocally coming to the realisation that VS is nowhere near the airline it once was but we are still continually told by the VS PR machine that it is!

Others mention that you cannot compare VS with EK or SQ. That is a fair point however NZ is pretty much a like for like comparison when comparing their long haul network to that of VS. They serve roughly the same number of destinations long haul and up until 8 years ago where on a par. IIRC NZ head office staff realised when they launched their PE seat that passengers expected a better food offering than those in Y were receiving. Their response was to give PE passengers pretty much the same food as J recieved. The VS response to similar criticisms was to do nothing for years and year, just to ignore the issue until very recently. There is no reason why VS cannot be a market leader like NZ is, no reason at all.