V-Flyer

This is not a very detailed report, as I'm writing on behalf of my parents (well, mostly my mom as my dad didn't have too many comments!).

This was their first trip on VS, and therefore their first trip in UC. They fly transatlantic 1x per year (though who knows, could increase once grandkids are in the picture!) and have flown business class on a few different airlines. Their experiences have been primarily on UA and UA partner airlines, so this was their first experience with a flat bed seat/suite.

My mom was very excited about this flight, and was really looking forward to the UC experience. Overall she was happy, but there were a few complaints.

First off, they checked in on-line but did not print their boarding passes. When they arrived at JFK and went to the UC line, the person screening the line insisted they go to a different area (the bag drop line maybe - my mom was not sure?) even though my mom told them twice that they were flying UC. I'm not sure what the issue was and why they were shunted to another line. Somehow they did manage to check in.... and make their way to the CH.

They enjoyed the CH and said the food was good.

Not sure if priority boarding worked as it should have - I recall my mom saying it was a little chaotic by the gate.

Onboard service is what they were most disappointed in... they were never offered sleepsuits, though they did see a few people wearing them so there must have been some available. The IFBT never came around to ask them if they wanted a treatment - I am unclear as to whether there was an IFBT on board. I tried asking my mom if anyone was wearing black/white as opposed to red/white but she could not recall. Is there one on all JFK/LHR routes, or just certain flights?

During pre-flight, the CC was doing the usual drink requests, meal requests, breakfast orders, but went to the galley after talking to the person on one side of my mom, and when they returned, just skipped over to the person on the other side of my mom. She wasn't sure why, but wasn't confident enough in what was *supposed* to happen to complain. She thought maybe b/c she was on a Z fare instead of a J or D - but of course we know that is nonsense and I really have no explanation for what happened. She said 1 hour into the flight she was finally asked if she would like something to eat. My parents were sitting across from each other (I seated them that way) and I can only assume that the same treatment (or lack thereof) was given to both of them, as my dad would have noticed if he was receiving attention different than my mom.

Anyway, other then the lack of service, my parents were happy with the flight. My mom really liked the suite and the bed. My dad was not as into the bed, but that is just my dad being my dad. They were both happy with the IFE - once my mom's screen started working. It was not working during the safety video, which she was not happy about, particularly as she is not a frequent flyer and was not familiar with the airline or aircraft. The CC were somewhat cavalier about it when she told them. They did eventually reset her screen and it worked.

She said a vegetable couscous she had on-board was good. I don't know what else was on offer and what, if anything else, they ate.

Immigration and baggage claim went smoothly and they stopped at Revivals for breakfast b/c they did not want to get to my flat too early! They said the breakfast was decent.

I am hoping they have a better experience on the flight home near the end of this month. They have a manicure (mom) and haircut (dad) booked at the CH for the morning before their flight so hopefully that will start things off on the right note.

Inconsistent service? Imagine that...

Thanks for the TR!

GJ

Originally posted by stars
During pre-flight, the CC was doing the usual drink requests, meal requests, breakfast orders, but went to the galley after talking to the person on one side of my mom, and when they returned, just skipped over to the person on the other side of my mom.

Pretty damn inexcuseable if you ask me.

I know some UA pursers like to go around the cabin and take the meal orders from their high-status customers first, while personally greeting them, though they usually take the order of the person next to them at the same so as to not put their nose out of joint.

But, we know that VS don't do this, they work from front-to-back along each aisle. Evidently, the crew member(s) involved were not paying attention.

Sounds like a poor crew, and we're hearing more and more of this, these days. A worrying trend.

Mike

sad to here how poor the service was for your Mum & Dad

Sorry to hear about bad service again.

Perhaps the mods and/or VS staffers could put together some information on the service standards that should be received in each cabin?

There must be a 'virgin service standard' that gives the staff the instructions on exactly what they should offer to each passenger on each flight. I we were able to see such information then those of us who do not travel every week could really judge what was poor service.

What a shame for your parents that the service by the sounds of it out right awful! Let's hope the return is a lot better.

Dominic

Thanks everyone. I am very much hoping for a better return trip. After all, I was the one who convinced them to fly VS! They have so many UA miles, but UA dropped their NY - London direct flight.

Also - I think I messed up the date in the title of this post. They left NY on the 3rd, arriving into LHR on the 4th, so I think I was supposed to put the 3rd in the title. Oops![:I]

Sorry to hear of your parents experience =(

I do believe I can explain the JFK check-in thing... if they were traveling on an E-ticket, it sounds like security asked them to head over to the Ticket Counter to pick up the printed E-ticket Itinerary receipt - a requirement for check-in.

Is there one (IFBT) on all JFK/LHR routes

As far as I know, they are on all JFK/LHR (and LHR/JFK) routes.

Originally posted by Virj
Sorry to hear of your parents experience =(

I do believe I can explain the JFK check-in thing... if they were traveling on an E-ticket, it sounds like security asked them to head over to the Ticket Counter to pick up the printed E-ticket Itinerary receipt - a requirement for check-in.

Thanks Virj. It was not that - while they did have e-tickets, they had the printed receipts with them. I think they were being sent over to the bag drop line b/c they had checked in on-line. Which is fine, except if the line at bag drop is longer than at UC check-in, they should have been allowed to go to the UC check-in desk, even though they had done OLCI.