VS043 LGW-LAS 16 Dec 06 (PE)

This is a Trip Report from the Premium Economy cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

Outbound 16-12-06
Return 28-12-06

I thought it might be nice to share our experience on the above flights. It seemd easy to compare if read together my apoligies to those that do not agree.
OUTBOUND
Premium Economy allocated upstairs very nice, EXCEPT flight 3 hous late. Still why panic we would be away for 12 days so relax.
At around 1300 arrived at gate 19 to meet the scrum, one staff member called for upper and assisted passengers to board, she then disappeared and after some 15 minutes the crowd decided we should all board it was mental, still we all got on, no one seemed to care.
Seated, we had very poor condition seats, worn, weak and not at all comfortable. The staff, there were two upstairs who right from the outset set THEIR stall, this was a delayed flight they would be late arriving and needed to be at the PLAYBOY Club in the Palms soonest. Honest, that was the conversation overheard by all, followed by 'I hope we get our rest break soon. At this time we had not even shut the doors. Still I knew what to expect for rest of flight, do not ask for anything and look after yourself, settle down to some seriuos shut eye. In the air by 1330 just under 3 hours late plus a long flight 10hr 50mins. 1st drinks run staff still only talking about breaks and Playboy Club, one drink rushed out and then staff gone.
Meal run shortly after by a new staff member, obvoiusly brought from the back whilst these two went to bed being senoirs I assume. Only saw the original two for afternoon tea, still wittering on about the delay and refusing to do their job or show any kind of motivation or customer care. Still we tried to stick to our plan and enjoy only to be constantly interupted by a party of 10 in the upper deck all togehter but seated apart, 4 children 12/16 approx 6 adults Grand -dad down. They just shouted, ran around, moaned, kicked all the seats and were a general nuisance, or is it me am a 'Grumpy Old Man' One brave customer reprted the seat kicking to the idle staff members you know the ones I mean by know, she just stated 'What do you expect me to do?' and walked away. This group I realised were all veggies and had brought their own food, good on them except they grazed throughout keeping the food bag for 10 in the overheads, I will leave the rest to you. It was not our best Virgin flight but hey it is nearly Christmas. At least the flight was smooth and with all the emotional action the time went quickly. We arrived at 4.30pm local off quickly, thro immigration and away to the strip. Thank goodness for that.
INBOUND
All I need to say is Upper Class, left on time 9hr 50 flight smooth all the way a FANTASTIC crew served our every need. Food and wine good. Almost restored my faith in the product. Let me take you into the experience for a moment you are a male in the 50's you are 4 hours in laid in the suite it is dark most are sleeping you have a large Cranberry and a bowl of Strawberries listening to 'The best of Queen' HEAVEN
Breakfast good, landed ahead of time quickly away to hotel nearby for nap before drive home.

Q. Why do we suffer these inconsistancies, I read about them quite regularly now on the forum, as shown above they can get it right and when they do is a quality product.

Oh, forgot to mention the holiday stayed at Caesers Palace De Luxe Suite in Palace Tower absolutly faboulous I would recommend to all.

OUTBOUND 4/10
INBOUND 8/10

Steve

EDIT by Scrooge: Clean up title and move dates

Thanks for the TR.

The reason we all suffer inconsistent service is the sad fact that many put up with it until it's over and just never go back, or think, 'Whew! Next time better' and that's the end of it.

Every person has a name. Make a note of it and start documenting what you think could use improvement, and then write a letter to the appropriate person and complain!

For every service failure there might be one person out of 100 who takes the time to let management know there's a problem with one of their employees. What is unstated cannot be addressed - and the employee will go on as they have been, serving people (and I use the word 'serving' loosely) and giving many a bad impression of their employer/company.

Let VS know about this - hopefully you made a note of the names. At the very least you can tell them the flight, cabin, and basic description of the crew. Unless we start letting them know the crew who might be better served moving elsewhere in the company (or perhaps to another), the problems will continue, or escalate.

You might be thinking, 'Wait - I don't want to get anyone fired!' Well, that's what many (or sadly, all) your fellow travelers have probably done. I know we're all human beings, and being crew isn't an easy job, but it might not be the best use of their talents.

Maybe what they need is a chance to discover what might be better!

I agree, Voice of the Customer feedback is very useful when communicated appropriately.