V-Flyer

Well after the few days in Las Vegas, and having not won anything it was time to head home to London.

Arrived at LAX Terminal 2, to the shambles of check-in. Premium cabin check-in was not working at all and economy people were getting checked in faster. Staff really very a poor representative for VS - chewing gum opened mouthed at check-in really isn't on. At check-in our booking had been 'blocked' since a couple who had check-in earlier had wanted an A/C or H/K seat and taken the middle bulkheads, so that the check-in staff could block other bookings and then barter with them to switch seats! [:(!] Not something that we were interested in. Having waited for 25 minutes to check-in, this really wasn't something that we wanted to hang around waiting for our booking to be unblocked and be 'sweet talked into moving' [V][what the supervisor told our check-in assistant!]. We asked about upgrading on the day - this way it was 1699 each!!![n] When we asked about miles/cash, we were directed to another queue at the ticket desk. After a 20 minute wait and to cut a long story short we couldn't be quoted a price as apparently this is VS policy to allow overseas airports to do miles/cash upgrades, although I think the person serving us wasn't particularly interested in reality.....[?]

Anyway having given up at the desk, we did try calling Flying Club in the US to see if they could help, but basically it came down to the local ticket people doing it, although it was possible. In the end we decided to stick with premium.

The lounge isn't a clubhouse, although it does have nice showers and plenty of space. A few nibbles in the middle and a good selection of New Zealand wine (can only vouch for the white though.....and we did try them all bare one - in small glasses!!)[8D]

Called to the plane and settled into 20H/K for a very pleasant flight back to London. A quick flight was planned - only 9hrs 30mins! Drinks before take-off - this time definitely champagne was offered. vPORT on fairly quickly after take-off and I managed to get an Upper Class pillow as I wanted a second one and there were no spares in Premium![:D]

Food took a little while to get out, but consisted of mixed salad to start, beef stew (little bit dry), carrot cake and cheese and biscuits. Double drinks round before dinner, but only one wine with the dinner itself. However as I had already had a couple in the lounge and wanted to get some rest, it wasn't really a problem.

After dinner, when the lights went down, changed into my sleep suit acquired on the outbound flight and settled down for a few hours kip, with my lovely large soft pillow!! Managed about 3 hours in total which was pretty good.

Woke up for the brekafast - wierd as you arrive in London mid-afternoon! Was fairly ok - ham and cheese crossiant, fruit and coffee.

Arrived an hour early - unfortunately no gate for us and we sat there for about 30 minutes before we could get one to be allowed off at. However we were heading to the HEX 5 minutes after we should have landed, which is pretty good really!

All in all the flight itself was very good, with again good cabin crew like the outbound flight. However the whole experience was let down by the attitude and unhelpfulness of the staff at LAX airport!

Yet again, isn't outsourcing your staff a great idea...not?

Nick

Originally posted by gingerflyer
When we asked about miles/cash, we were directed to another queue at the ticket desk. After a 20 minute wait and to cut a long story short we couldn't be quoted a price as apparently this is VS policy to allow overseas airports to do miles/cash upgrades, although I think the person serving us wasn't particularly interested in reality.....[?]

Anyway having given up at the desk, we did try calling Flying Club in the US to see if they could help, but basically it came down to the local ticket people doing it, although it was possible. In the end we decided to stick with premium.

It this really the case that VAA have an OFFICIAL policy not to allow miles/cash upgrades at overseas airports/locations? I've certainly does this on more than one occassion in the past. Also, how can they this is a policy when they've just offered a £1,699 upgrade on the day? Seems contradictory. This inconsistency in service is really bugging me - and a PE to UC is something I was interested in asking for on an upcoming LHR-LAX-LHR trip (with, like the OP, the objective being to go to Las Vegas).

Thanks for the return TR[y][y]

If flying was not stressful enough, to then encounter ground staff who only increase stress levels even further is not acceptable[V][V]

Managing to get the kip must have been welcome after all the kerfuffle at check in

buns

Excellent report, gingerflyer. Thank you.

Have to echo the others: if only VS could see how much its outsourcing decision continues to reverberate around the system. As an American who believes that there is nothing to top British courtesy, if VS is going to stick with its outsourcing, at least spend some money on quality control using the UK-based team to check up on standards.

Open-mouth gum chewing? Ouch! [B)] That would have done it for me right there. You were more polite and thankfully so, as it sounds as though your flight experience (when you finally got to enjoy it) was a good one.

Regards, and thanks again for your report.

Chuck-

The non Virgin LAX staff really are horrible. I now just switch off when I get there, they are at best distant but normally they are rude.

Hmm, I've only been there twice, both times I upgraded to UC using miles. Found the staff to be OKish. They do not appear to handle the pressure as well as other locations.
The lounge is one of the better non-Virgin ones.