VS012 BOS-LHR 9 Feb 07 (PE)

This is a Trip Report from the Premium Economy cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

Aircraft : Madam Butterfly - New PE Seats

Traffic was light when we went to the airport. Arrived around 16:30 and checked in in the UC/PE lines which were empty. Despite checking in 3 hours early, there were no bulkhead seats left.

The security line was slow, and as I was travelling with 2 colleagues in Y, we had dinner in Houlihans. They headed shopping and I went to the lounge to see what it was like.

Good job I did eat beforehand, as there was no food left, did n't have time for a drink, but just enough to log onto my work email and download a few messages. Overall the lounge was as mentioned on here, nothing special compared to the regular VS lounges.

Boarding was called at 18:50 for the 19:40 departure, and PE was full.

We pushed back 10 mins early amd had a little wait for a take off slot, however, it was only a 5 min wait for takeoff.

The crew were mainly Eastern European, and did n't know the PE service levels. I did n't have my tray out when they cam eout with dinner, and instead of asking if I wanted anything they just moved on by.

With a 5hr 45 min flight, we were woken for breakfast soon after and the crew were far from quiet, so if anyone did want to sleep through breakfast, they were out of luck.

The breakfast choice was poor, and I had to ask for the fruit, to which I heard, 'Do PE get fruit ?'. I also asked about revivals, and the crew member I asked, knew nothing about where it was or what I needed

We landed at 06:30, and this had caught my wife out, she had overslept, my bag was tagged with an UC tag and was the 10th bag off, coming into view just as I got to the belt.

As my ride was at least 30 mins away, I decided to visit the Revivals lounge for the first time.

There were only 3 people in there when I arrived, I selected a self serve cooked breakfast and had a relaxing wait for my ride home.

By the time I left, the lounge was very busy. I'll plan to use it again next time I arrive.

[Decker]

Sounds a bit pants all in all - sorry to hear that!

Doesn't sound a very good at all? Did they do their training on PE service??[:?]

I do like revivals, a great place to have something to eat, and wait for the car!![y]

Thanks for the trip report.Sorry to hear that the service wasn't good.

On one recent PE flight I took, no mention or offer of fruit was made. I wouldn't mind but fruit is being advertised as one of the enhancements to the new PE product.[?]

Did you get hot towels or any ice-cream?

Thanks for the TR, Sorry to hear the service wasn't up to standard.

Hot Towels - Yes. Ice Cream - No. However, I thought Ice Cream was normally outbound from LHR anyway.

I was thinking upon landing how I would write this report, and what my overall feeling would be.

The crew were ok, but nothing special. They were just average and there was nothing really worth feeding back about.

It was clear that the Eastern European members were new, and in time I expect they'll learn more about the service they should be delivering.

The crew were mainly Eastern European!? Are you sure you were travelling on Virgin?

In all the years I've been crew for Virgin I dont think I have ever flown with an Eastern European crew member!

Also, a couple of points you may be interested in knowing...

No, crew did not recieve any training on the new W service whatsoever.

Ice Creams are never served on the 12.

[Decker]

Wow just an order of service?

[mitchja]

Originally posted by Smile High

No, crew did not recieve any training on the new W service whatsoever.

Sorry but's that's bad and just goes to show the VS dont see PE as anything other than an extension of economy.

Regards

[Decker]

I think I'd have to disagree James. There was effectively no new equipment, just a revised order of service and some different plating instructions. Whilst I agree that training would have been beneficial if crew can't follow a written set of instructions then...

Perhaps it once again shows that it is down to the individual and collective behaviour of the crew that differentiates from a poor/average flight to a good one? A good FSM who motivates his/her crew, and FAs who appreciate the value of what they do make a difference. I'm not sure training is required for this PE service, but perhaps VS should find more ways of motivating their staff?

On my recent JFK trip, the service in PE was fantastic.

[mitchja]

Slinky does make a valid point.

My only experience of the new PE service so far was my VS6 flight back in Jan which was basically an economy service in slightly bigger (all be it broken) seats. No dedicated crew, no fruit, no after-dinner drink and the food was poor.

Regards

No, crew did not recieve any training on the new W service whatsoever.

Hmmmm, I cannot belive that VS expect to roll out a revised service without any form of training to their crew...[:0] Were the FSM's/CSS's trained and then expected to pass on the new procedures??

Staff Instruction cards for the new service have been visable on a couple of occasions as I have walked throught the galley recently so some material is available...[:)]

I have traveled on the new PE service on 6 return trips, and the service level is enhanced over the old PE service.

Where it is frustrating, as with any service is inconsistency in service.

The FSM had a word with 2 PE customers, I was guessing they may have been bumped down to PE. Other than that I've never had a discussion with a FSM other than to give positive feedback about the service.

tallprawn, just to re-iterate, no crew were given any training in the new W service.

There is an A4 sheet circulating with certain points covered, however, it does not cover everything - it actually lacks quite a lot of information!

Originally posted by Smile High
tallprawn, just to re-iterate, no crew were given any training in the new W service.

There is an A4 sheet circulating with certain points covered, however, it does not cover everything - it actually lacks quite a lot of information!

Whilst I would agree that there was no training course for the new Premium service, the following was available:-

- Prior to the launch representatives from Quality & Procedures were at crew check in areas with the new service items and to answer any questions.

- A 37 page Premium Economy Service guide was available for crew to pick up (and is available onboard for reference purposes).

- An A4 'cheat sheet' for each different a/c type and a copy of the service flow are readily available.

It's up to the Cabin Service Supervisor to ensure that their crew are familiar with the service differences.

Thanks for the TR[y]

A good FSM/CSS definitely does make or break a crew; if, for example, they hide away, then what incentive is there for the rest of the crew not to do the same?

VS.

It's always disappointing when you don't have a good trip - make sure you feed this back to VS though.