This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
I have been a member of the Virgin flying club since its early days ( I still have my freeway card). However being a once a year economy bucket and spade flyer my rewards were never going to add up to much. It was only with my acquisition of the VS credit card and discovery of V-flyer that mileage collecting became a serious hobby.
In March this year we discovered that due to work, school and family commitments our only holiday window was the end of August. With Economy flights for us and our 5 year old twins costing over 2,300 and with reward rates increasing at the end of the month it was time to use the majority of miles I had accumulated over the previous few years. On ringing Flying Club I dont know whether it was me or the operator who was more surprised at finding 4 PE reward seats available to MCO (VS15/16) flying out on 14th August and returning on the 29th. The excitement of getting the reward flights was only slightly tempered by the sight of my lovingly accumulated FC account mileage balance being obliterated.
As everyone knows on 11th August airport security was increased and all hell let loose. VS15 was delayed by 9 hours each day and no hand luggage was allowed on board. Sitting at home we began to make contingency plans in the event our flight was cancelled ( which was a strong possibility ). Whilst playing about on the VS website I noticed that 4 UC reward flights suddenly became available on our flight. Now a 9-hour delay did not look so bad if we could spend the time in the clubhouse. In my excitement I pressed proceed on the website (thereby reserving the seats for a time) before realising I had to call FC to upgrade my existing booking.
There followed one of the most frustrating calls to FC that Ive ever had.
Me: Id like to upgrade my booking xxxxx from PE to UC please, I see from the website there are seats available.
FC : Let me check. No, sorry, no reward availability.
Me : Thats because I reserved it by mistake on the website, It will free up anytime now.
FC : No, sorry, you have PE reservations. There is no UC availability.
Me: Yes there is, honest I justOh never mind Ill ring back.[B)]
Just as I put the phone down the availability reappeared. The following 15 minutes on hold ( for some reason quite a few people wanted to talk to VS on the 12th Aug I wonder why?? ) were agonising but on getting through the agent went No problem sir, Ill upgrade you know. All of a sudden the Lifetime Economy traveller was flying UCS [:D](And my mileage balance was zero, damn those rate increases).
We arrived at LGW on the 13th to take advantage of twilight check-in having booked to stay the night at the Hilton. Unfortunately Twilight was not available for the MCO flights due to the delays/security.
We checked in to the Hilton and on showing my complementary Gold VIP card ( which Hilton had for some reason given me. I only joined following V-flyer advice ) we were given an upgraded room and access to the executive lounge. A very pleasant evening followed with free drinks ( even the Kids were allowed in all evening).
LGW on Monday morning was bedlam. The economy check in queue snaked through the whole zone, round the corner and out the door. There were people everywhere. We pushed our way through the queuing hordes to the UC check in to find only two couples before us
From here it went downhill a bit. Due to security checks the luggage conveyors in LGW were full. All baggage for MCO had to be put into trolley cages located at the end of the check in desks. We dragged the cases across the area, only to be informed by a BAA employee with only a passing grasp of English that one of the bags was oversized and could not go into the cage[n]. We have taken this bag ( a canvas roll bag) on 4 previous VS flights with no problems and at check in it only weighed 19KG!- and fitted on the scales with no problem)
With No VS staff in the vicinity I had no option but to queue for 45 mins at the Virgin Nigeria check in for oversized bags. I finally put the bag on the conveyor in the certain knowledge that I would never see it again.
At check in we were given an invitation to the clubhouse and told that VS15 was currently delayed by 5 hours. The clubhouse is WOW. The staff are superb, food great and the kids loved the play area and Childrens TV area. As 12.30 approached only the 3 US flights were delayed so the clubhouse was quiet. All passengers have normally departed by 12.00 so the staff worked overtime bringing in food for dinner and tea ( toasted sandwiches, Curry and rice, cakes etc. ) to keep us happy. The major challenge was trying to remain relatively sober in order to look after the kids during the flight. ( I believe being offered free champagne every few minutes for 8 hours whilst trying to remain (relatively) sober should be banned under the Geneva Convention)
My wife thoroughly enjoyed her pre booked VT treatment whilst both girls had their nails cut and painted.
During our stay we were informed that security had been relaxed so we could now take items purchased in duty free on the plane. We ventured into the chaos that was LGW. After spending the GDP of a small African nation on colouring books, pencils and comics to keep the kids entertained on the flight we returned to the peace of the Clubhouse, again congratulating ourselves on the decision to upgrade.
At 5.30 we were called for boarding. There was no apparent priority boarding at the gate so we followed a pushy American couple from the clubhouse and bludgeoned our way to the gate. Security was unbelievable and we were again searched from head to toe. I was surprised that no K-id packs were given to any of the children. We were relying on those to provide some extra entertainment. (there were none on the way back either.. have Virgin cut back on these as well? )
Following boarding we were immediately given a glass of champagne ( as if I needed another ). The captain announced that two passengers had not turned up and there would be a delay as their baggage was removed. Later, a second announcement stated that a passenger had decided not to travel and there would be further delay while her and her luggage was removed from the plane. Our CC did inform us that following the abuse this lady had given to the one of the cabin crew, the decision not to fly was not exactly voluntary. [:0]
Now for some reason I was expecting the UCS to be a bit of a disappointment and the LGW config UC cabin to be small and cramped. How wrong I was. The space between the suites is huge and the cabin is very spacious ( remember Im an economy regular). The suites are very comfortable and the ottoman is great. The bar on a LGW config seems a bit of a gimmick with only two seats ( no-one used it during the flight).
The lighting gives the cabin a much nicer feel. The impression was slightly spoiled by the fact that my daughters table would not stow properly and had to be fixed by the CC using strips of black masking tape.
It was announced we would fly with two crew members missing due to a huge accident on the M25 which had delayed some CC. Finally, two hours after boarding, we started to depart. Suddenly, a loud crack was followed by an announcement that the towbar being used to pull the aircraft had snapped. A further delay ensued. The resignation in the captains voice was ( almost ) comical.
During this 2.5 hour delay on board I discovered another great advantage of UC. In economy you are penned like cattle, unable to move. In UC you can walk around, grab snacks from the bar, and chat with the CC.
I also appreciate for the first time why so many trip reports say the cabin crew make such a difference to the flight. In economy, CC are there to had out meals and the odd drink. A good CC is someone who smiles when they hand over the meal and doesnt drop it over you. In UC you get to spend a serious amount of time with the CC ( there were 2 crew for 14 seats ). Their personality and service makes a great difference. Luckily all our crew were superb.
I must admit that on a day flight the UCS is not ideal for young children. It was quite difficult to give them the constant one to one attention they need given the seat set up. While they were awake they spent most of their time on our ottoman.
Oh, we also received the OB amenity pack on boarding ( after preparing Mrs. DD for the snooze pack). Only downside was all the creams/toothpaste etc. were confiscated by US TSA on arrival.
Dinner was served and I ordered the tomato soup and lamb. Unfortunately they had run out of soup ( with only 14 seats !?) so a salad was substituted. The lamb shank was delicious. Unfortunately after 9 hours of eating in the clubhouse I could not manage any further courses. The kids were given a tray containing a huge selection of sweets, chocolate, cheeses and biscuits. They were so impressed by the time the warm food arrived they were full.
During dinner my daughters suite tried to flip into a bed. She was warned not to press the button. The second time it happened she was given a row and a final warning. It was only when I was next to her and the chair again started to flip we realised it was a fault with the suite[:I]. It continued to do this at random intervals until the CC flipped out the screen to prevent it happening.
After Dinner ( it was now around 11.00pm ) the kids converted their seats into a bed and immediately fell asleep. I was determined to watch at least one film so settled down to watch M-I 3. I then converted the suite into a bed. Again the photos dont do the suite justice. I thought I would feel cramped but there was a great deal of space. The bed was also very comfortable.
I would love to tell you about breakfast but the next thing I knew was the Cabin crew announcing we were about to make our decent. Shortly afterwards we arrived at MCO.
Being first out of the plane on landing was a big advantage. The captain announced Due to our flight path we have arrived approximately 15 minutes ahead of VS27 ( which left before us ). As a result there will be a further 400 people following you to immigration. I suggest you hurry.
We were third in line at immigration as the hordes followed in to queue. We watched in sympathy as a poor family was sent back to the end of the queue, presumably for filling in the form incorrectly.
After handing our documents to the official he asked how many trips we had made to the US.About a dozen I replied. You would have thought after that number of visits you would have learnt to fill in the forms properly he said. My heart sunk as I realised I had forgotten to fill out the tear off section of the VW green form[B)][:I]. I looked at the queue of 50 or so people waiting behind me. It was either my look of disappear or sympathy for my kids that made him say I wont make you go back to the queue, just hurry up and fill in the formsPhew, who says US immigration agents arent friendly.
We waited at the UC/ premium baggage reclaim and three of our four bags appeared immediately. The bag I had placed in the Virgin Nigeria oversized baggage drop did not appear. We waited and waited. Eventually my wife pointed out that a bag on the economy reclaim looked a bit like ours. I walked over and indeed it was the missing bag. Oh well, at least it arrived.
We picked up our hire car and drove to our hotel. We arrived at 2 am EST, almost 23 hours after first checking in.
There were a number of things about the flight that I believe would have regular UC flyers rating it a bad trip. Most can be attributed to the exceptional circumstances of the security alert ( check-in, delays, baggage etc.) but some were not ( faulty seat, taping up table, food choice not available ).
However it is testament to the clubhouse, CH staff, the UCS and the Cabin crew that what could have been the most horrific flying experience was actually a superb day, and one which left us refreshed at the end of it ( we were actually waiting for Disney-MGM studios to open at 8.30 the following morning - 7 hours after checking into the hotel.).
A huge thank you must go to all the Virgin staff who made the flight not only possible but pleasant[oo][^][^]. It was obvious some were working long hours in very trying circumstances. They were a credit to Virgin and highlighted why VS has such a dedicated following.
UC lived up to the hype. Only one problem. How do I earn enough miles to do it again next time ?
DD
