Excellent Customer Service From VS
Posted: 23 Dec 2015, 14:38We were due to travel LGW-MCO on the 12/12/15 for a very quick trip to sort some business out only there for 4 days and returning on the 16/12/15.
We awoke the morning of the 12/12/15 to an email and txt from VS advising of a delay of 2 hrs due to a late inbound aircraft from MBJ. Not too much of a problem, we were staying locally to LGW in a hotel so we just spent a leisurely morning at the hotel.
Travelling with only hand luggage we went straight through security and within 30 mins our flight was called and of to the gate we went.
This was when all the problems started. Initially we were told a tech problem would mean a delay to the departure until about 1700 hrs. However the turnaround coordinator advised we would be kept informed of all developments. Swiftly followed by the captain leaving the plane and coming into the gate area and talking to the passengers and explaining what the tech problem was, (something to do with the cargo hold and being unable to load anything) First time I’ve seen the captain come and speak to passengers so well done to him.
Then we get the announcement that theres now a fault with an engine and we can see several engineers working on one of the starboard engines.
Anyway time goes by, but the turnaround coordinator keeps us informed every 30-40 minutes which was excellent service on her behalf, at least when you know whats going on and what they are doing to sort the problem you don’t mind a bit of a delay.
So we get to 6pm and the announcement which says sorry the plane is defiantly broken ! Which means it can’t fly. Loads of moans and groans around the gate area. But she says we have actually found a spare aircraft, it will take about 2 hours to sort out, so go back to the terminal, vouchers issued and get some food. Then the bad news 20 people have to be off loaded. The replacement plane had been in maintenance and all the upstairs economy seats had been removed and couldn’t be replaced in time for the flight.
The offer of 600 euros is made or a free flight and enough people take up the offer to prevent forcibly off loading people.
Anyway couple of hours later we are called back to the gate and bused to the new aircraft at the maintenance shed. Boarding is via steps on both sides of the aircraft and is done very quickly and efficiently. We start chatting with the crew on board who tell us that they need to have the doors closed and pushed back in 35 minutes or they all run out of hours and there is no replacement crew.
Ive never seen a plane load so quick, no fuss everyone does as they are told gets to their seats buckles up and we go - just over 8 hrs late by now.
Crew on board were outstanding, the FSM explained that due to their hours and that some had been up since 0400hrs they were into their discretionary hours period and they had taken a vote whether to fly or not, as they didn’t have to. Not one of the crew refused the flight despite being tired and being able to just go home. The plane erupted with a massive round of applause.
The FSM also explained that the crew due to regs would all need 3 hrs rest and so the food would be served immediately followed by duty free, and then most of the crew would need to rest, so there would be no afternoon tea service, but there would be snacks and drinks in the galleys for us to help ourselves. No-one was really bothered about no afternoon tea as it would be about 2 am by the time we would get it anyway.
Best service I’ve ever experienced on a flight, really good crew, couldn’t do enough for anyone despite the length of delays and the fact they had been on the go all day.
One of them even bought myself and my partner a glass of champagne when we told her we were off to MCO to buy a house.
Once most of the crew left the cabin for their rest it left just a couple in the plane to attend to any issues, and there was one, some sort of medical emergency a few rows behind us, but the 3 crew left in the cabin dealt with it swiftly and with no issues.
Landing at midnight MCO time every single one of them still had a smile on their face when they bid us goodbye from the aircraft.
An absolute credit to the airline. (and yes i have emailed VS)
It just shows even with a massive delay and issues that everyone had to deal with, keep people informed, smile and look after them and its never a problem.
Just on another note, i submitted the EU claim online 4 days ago and today received confirmation of acceptance of the claim and a link to the web site to claim the money straight into my bank account, so again VS well done, not dragging their heels, sorted the matter out swiftly.
Sorry for the long post but just though everyone (including the crew members) that visit these forums should know of the excellent service form VS.
We awoke the morning of the 12/12/15 to an email and txt from VS advising of a delay of 2 hrs due to a late inbound aircraft from MBJ. Not too much of a problem, we were staying locally to LGW in a hotel so we just spent a leisurely morning at the hotel.
Travelling with only hand luggage we went straight through security and within 30 mins our flight was called and of to the gate we went.
This was when all the problems started. Initially we were told a tech problem would mean a delay to the departure until about 1700 hrs. However the turnaround coordinator advised we would be kept informed of all developments. Swiftly followed by the captain leaving the plane and coming into the gate area and talking to the passengers and explaining what the tech problem was, (something to do with the cargo hold and being unable to load anything) First time I’ve seen the captain come and speak to passengers so well done to him.
Then we get the announcement that theres now a fault with an engine and we can see several engineers working on one of the starboard engines.
Anyway time goes by, but the turnaround coordinator keeps us informed every 30-40 minutes which was excellent service on her behalf, at least when you know whats going on and what they are doing to sort the problem you don’t mind a bit of a delay.
So we get to 6pm and the announcement which says sorry the plane is defiantly broken ! Which means it can’t fly. Loads of moans and groans around the gate area. But she says we have actually found a spare aircraft, it will take about 2 hours to sort out, so go back to the terminal, vouchers issued and get some food. Then the bad news 20 people have to be off loaded. The replacement plane had been in maintenance and all the upstairs economy seats had been removed and couldn’t be replaced in time for the flight.
The offer of 600 euros is made or a free flight and enough people take up the offer to prevent forcibly off loading people.
Anyway couple of hours later we are called back to the gate and bused to the new aircraft at the maintenance shed. Boarding is via steps on both sides of the aircraft and is done very quickly and efficiently. We start chatting with the crew on board who tell us that they need to have the doors closed and pushed back in 35 minutes or they all run out of hours and there is no replacement crew.
Ive never seen a plane load so quick, no fuss everyone does as they are told gets to their seats buckles up and we go - just over 8 hrs late by now.
Crew on board were outstanding, the FSM explained that due to their hours and that some had been up since 0400hrs they were into their discretionary hours period and they had taken a vote whether to fly or not, as they didn’t have to. Not one of the crew refused the flight despite being tired and being able to just go home. The plane erupted with a massive round of applause.
The FSM also explained that the crew due to regs would all need 3 hrs rest and so the food would be served immediately followed by duty free, and then most of the crew would need to rest, so there would be no afternoon tea service, but there would be snacks and drinks in the galleys for us to help ourselves. No-one was really bothered about no afternoon tea as it would be about 2 am by the time we would get it anyway.
Best service I’ve ever experienced on a flight, really good crew, couldn’t do enough for anyone despite the length of delays and the fact they had been on the go all day.
One of them even bought myself and my partner a glass of champagne when we told her we were off to MCO to buy a house.
Once most of the crew left the cabin for their rest it left just a couple in the plane to attend to any issues, and there was one, some sort of medical emergency a few rows behind us, but the 3 crew left in the cabin dealt with it swiftly and with no issues.
Landing at midnight MCO time every single one of them still had a smile on their face when they bid us goodbye from the aircraft.
An absolute credit to the airline. (and yes i have emailed VS)
It just shows even with a massive delay and issues that everyone had to deal with, keep people informed, smile and look after them and its never a problem.
Just on another note, i submitted the EU claim online 4 days ago and today received confirmation of acceptance of the claim and a link to the web site to claim the money straight into my bank account, so again VS well done, not dragging their heels, sorted the matter out swiftly.
Sorry for the long post but just though everyone (including the crew members) that visit these forums should know of the excellent service form VS.
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