This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
So I waved goodbye to my bag (which wasn't tagged) popped into what looks like a service elevator just by check in and went up to try the new UC wing. Greeted by a friendly security guard, and 10 minutes later I was getting a good morning Mr Cox and cup of Coffee in the Clubhouse. This was my first time in the Heathrow Clubhouse, and having heard it was miles better than the Gatwick one I was please to find it to be true. So much so that flying anything but Upper or not going Gold is now going to cause me a great deal of stress! It's just perfect, had a nice breakfast of American Pancakes, watched some TV, got my shoes cleaned, had a shower and steam, and enjoyed a Facial before tottering off to get my Iris scan sorted. I was accompanied by someone from the Clubhouse to make sure I got there and back ok, then before I knew it, it was time to board.
Trekked off to Gate 1 and then joined the queue halfway up the ramp, arrived, got a swift hello and turned left. Up till this point I'd been delighted with every aspect of the service, and how I was treated.. But sadly this is where it ended. I'd been careful not to build my expectations too high because of course it's very difficult to match them, but the service I received on board didn't come close to any expectation of good service. I found my seat without any offer of help, then had to find someone to hang my coat up, and was offered a champagne or Orange Juice and given the offer of an IFBT service. Two cabin crew then gossiped at the front of the cabin about another guest before we pushed back on time and were told it'd be a long 11 1/2 hour flight due to head-winds.. Great thinks me, more time to enjoy UC.
Shortly after takeoff our meal orders were taken, and I started to watch Die Hard 4, which was rather good. The meal came, I had the Haddock Pate, Vegi Stew and Profiteroles, it was all rather delightful, nothing brilliant but a hell of a lot better than most airline food. I then decided I'd have a little nap due to the early start so pressed my call button and waited, and waited and waited before someone finally showed up and converted the bed for me, with a rather rude tone to say the least. I then asked for a sleep suit, which was met with yet more glares, and 15 minutes later one turned up. This was the first of many occasions, which I won't dwell on for fear of boring you, but where I basically was treated rather poorly. I'm a young guy, and understand that sometimes that means I might not get the same service as an exec 40 year old in a suit, but I expect some decency, not to be made to feel like a naughty school boy and made to feel like I was causing a great deal of trouble to the crew should I ask for something. I don't think it's too much to expect to get a large glass of water, but after 3 attempts at asking for one, I was finally given a small cup of warmish water the service was just terrible to be honest, and I didn't feel like I wanted to kick up a fuss about it.
After a snooze, I made up my own bed (heaven forbid I ask for help!) and enjoyed the mid-afternoon tea. Those scones were amazing! Before I knew it, we were heading into SFO, started to go down, wheels came down, and then we went up again for a 2nd landing due to a busy runway, which gave me great views of the city (I've stuck a load of photos in the photo gallery if you want to see them) We landed about 15 mins behind schedule, and before I knew it I was shoved off the plane to wait for ages for my non tagged bag, and to make a quick dash to get my connecting Virgin American flight to Vegas. At no point was I given a card or even an apology for the IFBT not being able to see me, I fully understand that they can't see everyone, but an apology at the end of the flight, or one of those we'll see you next time cards I've heard about would be nice.
All in all for my first UC experience I was very dissatisfied. The clubhouse, seat and staff in the Clubhouse were superb, the on-board crew just made it a dire experience. I'm in the process of drafting a letter so I'll let you know how I get on with it.
