VS400 LHR-DXB 20 Feb 10 (Econ)

We arrived at LHR about 3 hours before the flight, in anticipation of trying out my newly acquired Gold Card. We had booked seats in Y, not my first choice but no PE seats were available and J was far too expensive almost 10 times the cost of the Y sale seat!

Straight to UC check in and dropped the bags, I had already done the OLCI the previous night in an effort to save time and maximise the CH. Up via the lift into the private security channel and straight through. We were in the duty free shop in less than 10 minutes of dropping the car outside the terminal#61514;. Mrs Chumba did a bit of shopping (well looking actually, she always looks but never buys!)

After a few minutes here we were off to the CH. Was asked for my Gold Card at the desk, and within a few seconds we were in the heavenly delight that is the LHR CH.

We went straight over to the cowshed to see if we could get treatments. There were 4 staff stood around doing nothing and no customers so I thought the chances would be good. However we were told there were no slots available before our flight left, our details were taken and told we would be put on the wait list.

Off to the bar and the first of many mojitos and fine pears were drunk. Whilst sat there we could see the cowshed, and throughout the 45 minutes we sat at the bar not one customer was seen, although there were at least 2 staff there and sometimes 4. In those 45 minutes we could have had our treatments.

I went over again and spoke with a different member of staff and was told again there were no slots available, I mentioned we had been sat for 45 minutes and no passengers had been treated, which produced a blank look.

So we went and sat down and ordered a meal, I had the CH burger which now seems to come on a different roll and with no bacon. I cant remember what Mrs Chumba had but both of us commented food was very good, quick and polite service and another couple of drinks of course.

I kept an eye on the cowshed and only one passenger went in for a treatment and it only took 10 minutes, with 4 staff still stood around doing nothing. At this point Mrs Chumba spotted the stylist who had cut her hair the last visit (which she said was the best cut she had ever had) so she popped over to say hi and thank her for the cut which 6 months later still looks very nice. The stylist asked if she needed a trim to which she replied yes, but there werent any slots available. Rubbish said the stylist Ive been free for ages. Unfortunately now there wasnt time to get her hair cut before boarding.

Makes you wonder what is going on when you are told twice that no slots are available but you can see no one is being seen?

Boarding was called, and off to the gate, when we arrived there was no need for priority boarding (although the signs were out), the whole plane had already boarded and so we walked on turned right and into our seats at the back of the plane. Immediately I noticed that the plane felt very warm, a few minutes later the captain came on and told us that the plane needed to be de-iced as it had been stood around all day on stand, and until that happened he couldnt put the air con on or open the vents in case the fluid was pulled into the plane. Although he assured us it would only be for 5 minutes.

After 20 minutes the doors were closed and a FA told us that de-icing would commence in about half an hour but that the door had to remain closed and the air con couldnt be used. Temperatures started ramping up and not just the air temperature. PAX were told to stay in their seats, a closed door, no air con and no one seeming to know when we would get de-iced. (If the plane had been there all day it could have been de-iced before we boarded!). The plane was now getting extremely hot, and call bells lighting up all over the plane with PAX wanting water. The crew could have taken water round for everyone quite easily, but didnt. They just sat in their seats, and still no sign of the de-icer. No announcements from the FSM and no announcements from the Captain either, just left to roast.

Another 30 minutes have now gone by, the plane is boiling, door is shut and the de-icer has now arrived. With that one of the crew announces the de-icers arrival and apologises for the heat which he says shouldnt be a problem as it will help you acclimatise to DXB, you can guess how that was received by the PAX

Eventually we managed to get some water, but its been just over an hour now, children are crying adults are getting very would up, people are getting out of their seats naturally and the crew basically dont do anything to placate or inform the PAX of whats going on.

Eventually we get de-iced and start push back, and on go the engines, a big cheer is heard throughout the plane, as the power comes on and air-con starts.

We eventually take off nearly 90 minutes late. The elusive FSM comes on and introduces himself, and states there will be a drinks service immediately followed by meals. Crew are released and we expect the immediate drinks service, guess what it doesnt materialise. Obviously the message to the crew hadnt been conveyed, and they started preparing the meal service. Drinks service eventually materialises with the meals service.

Neither of us bothered with the meal as we had eaten in the CH. But I did ask for a glass of water when asked if I wanted my meal which was met with a frown from the CC and a Ill bring it back which never materialised. I asked another CC for it and explained I had already asked but never received it and received an Im very sorry Ill get it now which she did. Presented with a smile, this makes all the difference.

I did see the FSM walking around the plane but he didnt come over and say hello or welcome back, which really makes you feel valued NOT!

Anyway eventually we landed at DXB, and being at the rear of the Y cabin we were off almost last, so I expected our priority bags to be waiting for us. Immigration took a while with extra checks on the British passports, which was expected.

Arriving at the baggage carousel the bags were already out, I could see the priority bags so thought ours would be along soon. Wrong, 45 minutes later the last of the bags are going round and ours are not to be seen. Another 10 minutes and theres now only 5 people still waiting for bags. One of the ground agents came over and said all the bags were now offloaded and on the carousel, NOT OURS! Just as she calls over the radio to locate them, they arrive. 1 hrs after leaving the plane our priority bags arrive. She does some checking and apologises as they had been incorrectly tagged without any form of priority. I understood that this was done automatically in the bar code of the bag when you check it in?

Anyway eventually we made it out of the airport and off to the hotel for some sun and relaxation..

Return TR to follow and its much better [:D]

Interesting TR Chumba. I guess the no appointments system in the CH benefits no one except the lazy staff. If you cant rely on a little pampering in the CH then there the upper class experience does not seem worth it. I know you were in Y but as a gold card holder you expect some sort of recognition and apreciation for your continued custom.

[Decker]

Wow you seem remarkably sanguine about stuff that would have wound me up incredibly. A letter to Customer Services would seem to be in order?

From the reports we are getting the Cowshed/B&B is either completely empty and you can choose your slot or completely full - it's hard to understand how that works for anyone! Sorry you had such a difficult flight from all aspects.

What a flight![:0]

It does seem from other posters that that there is no consistency with the Cowshed.

As for waiting for the de-icer, although out of the hands of the flight crew, surely a simple update of 'we still waiting' would alleviate some of the pax tension.

however, thank you for taking the time to post.[y]

I hope you compain about the Cowshed staff, who just seem lazy and unwilling to do anything to fit a treatment in for you!

As for the de-icing, It can't really be done before you get on as the plane needs to be shut up for it to take place, and the hour or so before hand, the baggage / food etc is all being put on board. Any sooner than that and it would no doubt refreeze!

That's an unfortunate litany of poor service - I would certainly write and inform VS towers, and as a FC Au you should get a response.

I too am flummoxed by the cowshed, before my last flight I went to enquire about a trim, same situation, four or five staff lounging around the desk, much umming and arrrrhing before it was confirmed. As I sat through my trim for 20 mins no one else arrived for any treatment and the same four or five staff were still gossiping around the desk as I left [:?]. Something isn't working and frankly VS needs to get on top of it.

The de-icer is a bore, but absolutely necessary. As aspence says, the plane has to be sealed for it to be performed, so only after the doors close, and then it can only be done a certain amount of time before take-off too. I agree though, VS could train the crew (flight deck and cabin) in how to look after their customers a little better.