GC Benefits... on the decline BIG TIME!

RANT ALERT!

I had the most soul-destroying flight ever on the VS26 this week. I’ve been fortunate enough to fly UC on practically every flight I’ve taken over the last 12 months, and clocked up over 65 tier points in doing so. I purchased a PE ticket for this trip as it was super last minute and simply wasn’t prepared to fork out the dollar to fly UC. No problem at all, it was a day flight, no real need for a bed.

I received absolutely ZERO recognition of my GC status, was asked if I’d flown with Virgin before, when I know full well every crew member is aware of who is on board each flight.

Is there really any point in remaining a very loyal VS customer; of which I have for been more than a decade if this is how GC members are treated? I’m really not someone with any heirs and graces, but I choose Virgin over any carrier to ferry me around the world because of the experience and service I’ve loved for so long.

It’s a rarity these days for the FSM to come and say hello, even when sat in UC. (three times in 6 months, yes I’ve been counting). Even when sat in UC, the amount of times I’ve been asked whether I’ve flown with Virgin before is insulting! I recall the days when I flew economy as a GC holder and was treated better – a cheeky glass of bubbles brought to your seat, your meal brought out first and so on… It’s those small things that make you feel special and content with being so loyal. Cabin crew used to make a point of scanning your boarding pass for the ‘009’ and would welcome you by name, this doesn’t happen anymore ever!

It pains me to have to moan about an airline to which I’ve been so loyal, but this on-going demise of the magic that makes the airline so special is taking its toll on me.

Keen to hear anyone else’s take on my points.

Calm down, dear !

I don't have status on VS, just a silver, but am 1K on United and sometimes they are good and sometimes they are beyond ordinary. It really just depends on the day I find.

Silver Fox - thank you for that comment, it certainly demolished the frown that was stuck to my forehead! I am calm...(er) but still have valid points.

Jonathan, there's much worse going on in this world. Really, is your rant about the lack of recognition (would that have made the flight any better?) or the fact you didn't shell out for UC?

I work on the assumption that my AU status won't be recognised, and don't expect it to be. When it does happen, I treat it as a pleasant bonus. Expecting it as the norm will only result in disappointment.

Recognition is not a stated benefit of being an AU member so I would suggest the thread title "GC benefits on the decline big time" is a tad unfair. As a PE passenger, the benefits of being AU include the ability to use UC check-in, double miles and Clubhouse access, all of which I presume you got. But once you're in the air, if you're in PE you get the PE service irrespective of status. If you get anything extra it's a bonus.

Although no longer gold or silver
Sitting next to the galley on the 201 in economy last week I heard the FSM briefing the crew on 3 AU and various AG's
The AU's got there meal first and were checked on throughout the flight
The FSM certainly had a lengthy chat with the passenger in front of me
It really does depend on the FSM I'm sure
But It had me wishing I still had status

Would be nice if they could show status on the boarding pass as happens with one world flights. Your status could then be acknowledged at the cabin door.

[Neil]

Although it shouldn't be, it really does seem that as with a lot of things, it comes down to a good FSM leading their team well. We have experienced a glass of champers brought to us by the FSM when travelling as an Au in PE, yet been completely ignored by others.

Thankfully in our experiences, it would seem there are many more great FSM than there are poor ones, and that is also the case with CC in general, who are still for me, one of the greatest assets VS have.

Would be nice if they could show status on the boarding pass as happens with one world flights. Your status could then be acknowledged at the cabin door.

They do - your Flying Club membership number is on the card, and if it starts with 009 it means you're gold. But when you're boarding anything up to 400+ passengers in about half an hour, it's a tall order to ask the crew to check every detail on each card.

But when you're boarding anything up to 400+ passengers in about half an hour, it's a tall order to ask the crew to check every detail on each card.

Is it though? They manage to direct 400 plus passengers to the right seat, having read it from the BP, so surely it doesn't take too much to just say 'Welcome onboard Mr Smith, good to see you' to the say 20 or so with the known top status?

I know that there is a reluctance to say 'Welcome back Mr Smith' as one is never quite sure how often they fly despite the status (I am more thinking of other carriers, like CX, when you can get status via a credit card).

Maybe printing 'GOLD' onto the boarding pass akin to other carriers might help rather than a '009' code which might be easily missed.

Slightly OT but I know that BA are currently trialing not having a boarding pass check on domestic routes. One wonders how long before more carriers start this and this eliminate the opportunity to recognise status.

i'm also AU, in economy coming back from MCO in January, packed flight, no empty seats for an upgrade, but luckily got row 75 in the bubble with bags of legroom to snooze.

Very pleasantly surprised to be brought a glass of bubbly during boarding, i really wasn't expecting it, thought it was a nice touch.

I've been in ec, pe and uc, without any sign of recognition, even in cabins that were only 20% filled, seems it's really down to the crew on the day.

It's nice when it happens, but don't bank on it.

I would say "welcome to the club" but you have been in it for a number of years!
Only been AU for the past 3 years (and just made it for a fourth) but have received little acknowledgement whilst on board. !
Strangely the only times I have received recognition has been in PE, even though on a couple of trips I read the list in the galley and noticed I was the only AU in UC, or even on board! !
Not really that fussed but it would certainly be appreciated and make me feel wanted !

I suppose you could just wave your FC card at people

I must admit, I did used to be in the same club. I got a welcome back a number of flights in a row. It became expected and was a little taken aback when it stopped.
If I am perfectly honest now, just the fact I can call up and always get thru, I can sit in a CH aware from the terminal madness and have some food, some drink and be able to work is good enough.
Of course it's always nice when the FSM comes up and says "welcome back" and it does seem that it happens more in PE with the glass of champers.
I remember a flight back from BOS about 6 months ago. I had a single sitting next to me, the crew must have thought we were together. I was very well treated, as was the stranger next to me. Still it made it a pleasant flight and I bet that guy will deffo. be flying VS next time. He could not stop talking about how good the service was from breakfast to getting off the aircraft :0
Just remember the days when you were sitting in the terminal having to sit in one of the very overpriced restaurants / pubs to get an OK breakfast, trying to make it last the two hours and thinking what it must be like to be able to walk up those marble step........
Oh and never mention the pax list that is up for all to see in the galley. I mentioned I went to have a look at it once and the replies from one or two was like I had committed some kind of earth-shattering crime ): ):

To be honest it seems like its down to a variety of variables on the day - as with anything in customer service.

If the FSM is good then they will tell the CC and jump in where needed, but if its a nightmare flight I guess this would be a 'nice to do' not a 'must do'.

Customer service is a funny one, one persons expectation is way above or below anothers. Personally I would love it to be achknowledged on arrival, but I can see why its missed off. However if I was AG and had spent the kind on money needed I would hope for this..! For me, a lowley Red Member and very infrequent flyer (only for holidays) the joy of the CH, Upper Class tickets etc would be enough to make me happy!

Jonathan, there's much worse going on in this world. Really, is your rant about the lack of recognition (would that have made the flight any better?) or the fact you didn't shell out for UC?

Not really sure what you're getting at Marshy? 'Shelling out' for UC tickets is something I do on practically every flight, on this occasion I didn't. I am merely expressing a gaping difference in service as a loyal GC holder, which it seems many people here are in agreement with.

I'm staying at the same hotel I've done so thrice previously and am always 'welcomed back'. It's this kind of service that encourages repeat business. Now, having flown ONE airline for over ten years, I am surely entitled to expect such service and in this case a little recognition. Being asked whether I'd flown with Virgin previously is ridiculous.

Being asked whether I'd flown with Virgin previously is ridiculous.

Not as ridiculous as you think, probably a fair few of those with GC have them through certain credit/charge card perks, admittedly only select things like centurion etc. and may well of never stepped on vs metal before...

Also slightly bemused by this post, "GC perks on the decline BIGTIME", not being welcomed by name... ?|

I'm no VS Fan boy, but this is hinting at expectations of DYKWIA.....

NH

I'm staying at the same hotel I've done so thrice previously and am always 'welcomed back'. It's this kind of service that encourages repeat business. Now, having flown ONE airline for over ten years, I am surely entitled to expect such service and in this case a little recognition. Being asked whether I'd flown with Virgin previously is ridiculous.

This very week I checked in to a hotel, part of a major chain, and was welcomed back, thanking me for the business. All very good, but I'd never stayed in the hotel before.

I don't see somebody not welcoming you by name as a reason to throw your toys out the pram

Whenever I am asked if I have flown on VS before, I reply "just a few times" with a smile. Sounds like either the crew had no time to properly study the manifest (it can happen due to unforeseen events), or poor leadership and direction ... either way, I wouldn't throw my toys out of the pram.

Jonathan, there's much worse going on in this world. Really, is your rant about the lack of recognition (would that have made the flight any better?) or the fact you didn't shell out for UC?

Not really sure what you're getting at Marshy? 'Shelling out' for UC tickets is something I do on practically every flight, on this occasion I didn't. I am merely expressing a gaping difference in service as a loyal GC holder, which it seems many people here are in agreement with.

I'm staying at the same hotel I've done so thrice previously and am always 'welcomed back'. It's this kind of service that encourages repeat business. Now, having flown ONE airline for over ten years, I am surely entitled to expect such service and in this case a little recognition. Being asked whether I'd flown with Virgin previously is ridiculous.

I'm not 'getting' at anything. Other than I don't see why being 'recognised/acknowledged etc' or lack of would spoil a flight. I don't fly to be recognised, if I wanted that I would try and gain Z list celebrity status! ii)

I don't see it as 'gaping difference in service' when you don't get acknowledged either….

FWIW I am just about to lose gold, will I miss it, no not on the flight itself, the other bits (CH) yes….. But then I'm not really part of the DYKWIA brigade, it just doesn't do it for me.

I think we have been a little harsh with Jonathan. Being recognised for your loyalty is good business and as other posters have mentioned it's accepted as good practice across the hospitality industry. Even if the Crew are too distracted or busy to note GC holders on boarding the very least they should do is check the manifest and make the acknowledgement during the flight. There had been several threads over the past few months where comments have reflected feeling that business /frequent flyers are not feeling appreciated and that this is where the otheairlines are leading VS. On a recent multi trip with one world I was welcomed on every flight even when it was a partner airline.

aside from automatically attaining AU through certain credit cards, it can also be done through flying Little Red, or short hops with Virgin America & now Delta for less than a total of £2000 for the 40TP, so dont have to be a "big spender"

Whenever I am asked if I have flown on VS before, I reply "just a few times" with a smile. Sounds like either the crew had no time to properly study the manifest (it can happen due to unforeseen events), or poor leadership and direction ... either way, I wouldn't throw my toys out of the pram.

that's amusing. I do exactly the same.

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.

Intrestingly on my last few flights with Easyjet I've noticed on boarding that they don't just 'look' at your boarding pass, they take it for a second or two and on handing back it's been words along the lines 'thank you Mr Watson, seat xx over there'

For years on BA probably around half the time I've (along with the pax before and after me) been greeted by name. I'm guessing that, as the crew have to physically check the pass's validity anyway, to acknowledge a person's name at the same time is pretty much effortless. I know that I for one would do it if standing there welcoming people on board - just common courtesy and nought to do with status or the like.

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

I have no status with any of these airlines, lowly blue on BA & red in VS.