VS009 LHR-JFK 29 MAR 13 (Premium Economy)

This is a Trip Report from the Premium Economy cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

Aircraft - Bubbles G-VFIZ
Seats 19A&C
Take off runway: 9R
Landing runway: 22L
Flight time: 6h 50m

This was the first leg of our Easter trip. After 1 night in the Hampton Inn JFK, we flew down to New Orleans for a couple of nights and then spent 10 days in Florida before flying home from Tampa via Newark.

Flights were booked in the economy reward seat sale, using the AMEX uprade vouchers.

We arrived at Heathrow at about 14.30, for a 16.50 flight. Plenty early enough when you're going into T3 and have no lounge access.

Check in was practically deserted. No queue at the PE desk. However the check in agent was the first I've ever dealt with who was totally stone-wall silent. We just told her where our destination was, did the bag drop, boarding passes and off we went. Very odd.

We collected our currency from Travelex upstairs, and then headed through security which was also very quiet

Quick bite from EAT and a browse round the shops, and soon it was time to board.

We'd been expecting an A330, but upon arriving at the gate we discovered that an A346 'Bubbles' was to be our aircraft. This was bad news as our seats at row 19 had no window, and it has the older IFE.

On boarding we got settled in, and upon the slightest contact my right arm rest came clean off its mountings in my hand. It clearly hadn't been fixed since the last flight, very poor as LHR is the home base and according to the V-Flyer database, the aircraft had arrived from HKG some 12 hours earlier. A laughing and joking CC member tried to fix it but it refused to work properly for the duration. The rest of the cabin looked pretty tired too.

It took ages to get a pre-departure drink, as there seemed to be some chaos in the galley with lots of banging and bumping. Some black bags marked 'UCS Safety' or similar were left out on row 18 which was a bit peculiar.

No amenity kits were present and upon asking the crew, no eye masks or socks are been loaded for day flights. I thought that VS announced that they would load a small number for use on request by passengers.

Take off was smooth, with a hard right hand turn after take off to take us around to the west. Very short flight time of 6h 50m.

There was a drinks run, then the meal arrived about 1h 20m or so into the flight. Although the tray with cloth looks quite smart, and the food was quite nice for aeroplane food, the quantity was unbelievably stingy. I think I had lasagne. Dinner service itself was pretty chaotic, with one of the CC dropping the bread rolls (where were stone cold not warm) all over the floor, for example.

Upon clearing up the trays, one water run was made mid-flight and that was that for food until the 'Afternoon Tea' 75 minutes out of JFK. No ice cream, fruit bowl or any of the other nicities which PE used to offer. The Afternoon Tea has been shrunk so much it's frankly embarrassing. Two little finger sandwiches (still cheese and onion only) and a tiny cup cake.

I enjoyed Argo on the IFE and played some games on the iPad to pass the time, and distract myself from hunger. For the first time ever, including economy travel, we left a VS flight feeling hungry.

As for the crew, they were generally OK but by no means special. However, one chap was a real treat . Mid-flight, long after the meal service we decided to visit the space by door L2, just in front of the galley to stretch out and grab a drink. Upon touching the curain in front of PE, the CC member demonstratively told us that 'this is upper class only' and 'go to the back of the aircraft to stretch'. He repeated the same when my GF dared to put her head around the curtain some hours later to ask for a drink from the galley due to lack of water runs. He wouldn't even let her step near the curtain whilst he made the drink. We decided to remain quiet and slinked back to our seats rather than make a fuss, knowing that it would only take a slightly false word for such a jobsworth to have the police meet us or something unpleasant like that.

With the A346 PE cabin as it is, I'd love to know where PE passengers are expected to stretch their legs as advised by so many airlines. Previously , we've always used the area by door L2 on this aircraft, with no fuss before.

Thankfully we landed some 50 minutes early and had no immigration queue to contend with. Baggage was out very promptly, and we were soon at the Hampton Inn for some dinner and bed.

In summary, this was an extremely poor flight. Poor cabin maintenance, disappointing food and a cabin crew which left a lot to be desired. For an airline which purports to 'fly in the face or ordinary' I'm scratching my head as to what was in any way shape or form special about this flight.

Not the best flight by the sound of things ,also had the arm rest come off in yer hand experience and not one cc tried to help ,I sometimes also think the cc who work UC are more snobby about it than people who fly in it

I'm surprised at the CC's reaction. There have been many times that I've gone into the galley to ask for a hot chocolate or cocktail from PE and have stood either in the galley or by the UC bar waiting for my drink. It has never been a problem, and I've occasionally been asked if I wanted to sit at the bar while I had my drink.

It's particularly surprising because it's the same galley for PE and UC

Thanks for the TR. If the seat was faulty and couldn't be mended from the start, the food portions too small to be fit for purpose and the cabin crew unhelpful to point of making you feel embarrassed, it really isn't acceptable and you should write a formal letter of complaint.

Thank you for the trip report. In my opinion the food servings in both PE and economy are pitiful. I don't need massive portions, but would prefer more than two mouthfuls. I've said it before, and I'll say it again, that "afternoon tea" is terrible and they may as well not bother!

I recently read a trip report on flyertalk which I can't for the life of me find to post here that had pictures of the food served in economy on another airline and the stuff he was served on VS as part of the same trip. The difference on what was served was enormous!

Thank you for the trip report. In my opinion the food servings in both PE and economy are pitiful. I don't need massive portions, but would prefer more than two mouthfuls. I've said it before, and I'll say it again, that "afternoon tea" is terrible and they may as well not bother!

I recently read a trip report on flyertalk which I can't for the life of me find to post here that had pictures of the food served in economy on another airline and the stuff he was served on VS as part of the same trip. The difference on what was served was enormous!

I'm starting to think that the portions are fine. Let's face it, you're spending up to 12 hours basically not moving. How many calories do you need?

I've always treated the plane food as just a snack in y and PE and always eat beforehand ,that way you can take it or leave it

Oh dearly me.....what a disappointing experience and poor reactions from one of the CC. I hope you will provide feedback to customer services on your experience. Simply not good enough in my book and VS need to address this.

I agree the food offering in PE though looking smart has shrunk which I just don't understand. I was told on my last flight that ice-cream is no longer offered on flights leaving the UK after 4pm but that was on VS007 which didn't have ice-cream either.......so not sure what is happening.

Interestingly no second service in UC on VS009 either.....

Thanks for sharing.

Jon

Thank you for the trip report. In my opinion the food servings in both PE and economy are pitiful. I don't need massive portions, but would prefer more than two mouthfuls. I've said it before, and I'll say it again, that "afternoon tea" is terrible and they may as well not bother!

I recently read a trip report on flyertalk which I can't for the life of me find to post here that had pictures of the food served in economy on another airline and the stuff he was served on VS as part of the same trip. The difference on what was served was enormous!

I'm starting to think that the portions are fine. Let's face it, you're spending up to 12 hours basically not moving. How many calories do you need?

And that is your opinion. As I said, in my opinion I don't think they are fine.

Thanks for the responses. We sent an email to CS about the flight so will probably get a response in the next 4 weeks...!

The problem is, that in so obviously slashing the 'frilly bits' which made VS so different, they've opened themselves up to us seriously considering the competition whereas previously we've used VS exclusively for long haul flying.

The problem is, that in so obviously slashing the 'frilly bits' which made VS so different, they've opened themselves up to us seriously considering the competition whereas previously we've used VS exclusively for long haul flying.

I thought exactly the same Clarkey until our flight out here to MCO. The CC really can make or break a flight and it sounds like yours didn't do much to make the flight decent Our crew, however, we're bloomin awesome so made the flight very pleasant

I sometimes also think the cc who work UC are more snobby about it than people who fly in it

Come on.... talk about classifying people..... I nearly always fly UC but am anything but a snob ! I had a friend once who knew someone who flew economy but I do not hold it against him

Poor show, Virgin.

Lol laphroaig ,it was a bit of a tongue in cheek comment but I'm sure you knew that re your last words ,I have flown in Eco myself you know and thoroughly hated every minute of it !(and that is true !)
Blacky

No worries Blacky...... I do love a bit of banter !

I received a response from Customer Services last night following my email to them.

On the positive side it was very apologetic and my FC account is now 6,000 miles better off.

However on the negative, it really didn't robustly address the issues I'd raised. It also claimed that the aircraft had a short turnaround at Heathrow hence the armrest wasn't fixed. This is factually incorrect as it arrived from Hong Kong some 12 hours previously according to the aircraft database on V-Flyer.

Frankly I can't be fussed with taking it any further, I'll accept the miles and move on (along with my custom if I see fit).