V-Flyer

A week and a half ago I posted in the general discussion forum how happy I was after calling the gold card number to cancel a flight I had on hold for Easter weekend, because I couldn't find a car to hire in London, but they managed to find me one....that wasn't the end of the story.

So I booked my flight for the Friday night flight the day before, amazingly I found a last minute return in economy for only $455. It had been a while since I flew on the night flight in economy, I'm rather tall and don't fit in the seats particularly well...I wasn't looking forward to it.

I set off from the office driving up the turnpike to Newark nice and early, expecting lots of traffic as it was Good Friday. I actually got there in record time, parked, and headed to the UC check in desk. I asked if it would be possible to upgrade to UC using miles (I know my ticket theoretically shouldn't have allowed that, but I've had much more luck at EWR doing this than at LHR). To my very pleasant surprise, the lady at the check in desk told me I could save my miles, as I had been bumped up to UC already, as they had oversold economy. [:D]

Headed to the lounge for dinner, which if I remember rightly was pork. Hmm, actually it may have been beef. Anyway, one way or the other, it was reasonable enough. Had a couple of drinks, read my book for a bit, then as they called our flight, I went outside for a quick smoke (a bonus of the lounge being before security and not too far from the outside doors!) then headed through security, which was a breeze.

UC & AU holders were boarding when I got to the gate, so I wandered straight onto the plane. This is one thing I do love about EWR, the 9pm flight is normally the last one of the night out of that terminal, security is normally a breeze, and the gates are so close. Took my seat, was immediately offered a glass of bubbly, and made myself comfortable while a seemingly never ending stream of school kids trooped past heading to the back.

We took off pretty much on time, and most people seemed to start making up their beds and getting to sleep. That had been my plan, but I couldn't put down the book I was reading, so I ordered a hot chocolate. FSM came round and introduced himself, and the rest of the crew were fantastic, very friendly, chatty and constantly asking if they could get me anything. I took the hot chocolate to the bar with my book, as I saw they'd put some crisps and snacks out, sat there reading and chatting for a bit. The hot chocolate was so good, I had another, but then the seatbelt sign went on so I had to head back. Finished up, made my bed and slept, only waking again 3 or 4 hours later when breakfast was starting to be brought round. I had a bacon sandwich and fruit and a few cups of tea.

We landed about 40 mins early, hiked about 8 miles to the immigration desks, went straight through Iris (which I love!)(when its working) and then went to collect my bag, which rolled off 2nd, after waiting for maybe a couple of minutes....could this trip possibly get any better I thought?!

The answer was no, it couldn't. It all came crashing down a little later. I got to Revivals, and asked the lady at the desk to look up my reservation and see with whom my rental car had been booked with, as if I had been told, I'd forgotten. I went to take a shower while she looked it up. When I came out, she came up to me, very apologetic, 'I am sorry Mr T, but there has been a bit of a mix up, and car rentals are supposed to be booked 48 hrs in advance, and yours wasn't. You should have received a call back when the reservation didn't go through, but it looks like nothing was done. We're very sorry, if you give us a bit of time, we'll make some calls and see what we can do.'

I sat and had several cups of tea, and an hour later, she came back with the manager, with more bad news. There were no cars anywhere in London, or Manchester (where I was headed). To be fair to them, they really had tried everyone, even the brother in law of the massage therapist, who was a manager at Enterprise! They had come up with the option of putting me on a National Express coach which left at midday. How long does that take, I inquired, somewhat hesitantly. Just under 6 hours apparently. No way was I sitting on a coach for 6 hours. They said they were putting 5k miles in my account by way of apology, and would pay for whatever transport I finally managed to find. I said I would do a bit of research myself.

I was supposed to be stopping halfway up in Shrewsbury to see a friend briefly, so I called him to say I wouldn't be making it. I am doing a charity car drive/rally across Europe in May with him and another friend, and about 100 other people....rules of the 'rally' say that we have to buy a car for under 400 pounds, come up with a theme, and do the car up appropriately. We are doing the A-Team this year, and my friends bought an ancient Toyota Previa for 400 last month. It was at my friends house in Shrewsbury. He suggested that he would just put me on the insurance for it now, and I could get the train to his, and drive the crap-mobile for the weekend. This was the best idea thus far, and so that is what I did.

Turned out to be quite a road test for the thing! I don't know how many of you watch Top Gear, but our Previa is very much like one of the cheap cars they buy for their challenges! Petrol tank can't be filled completely, it leaks at the top. Steering doesn't seem overly connected to the wheels above about 65mph. Doesn't always start. Couple of weird noises. 3rd gear is impossible to find. I think that was everything!

I'm going to try and ask VS for a charitable contribution for our cause...Teenage Cancer Trust, instead of the miles in my account. Last year the rally raised 29,000 pounds for War Child. We're hoping to better that this year. Not sure if VS do that kind of thing though.

Anyway, I just realised how much I'd been waffling on! Time to go.
To summarize, flight was great, one of the best I've had, but let down big time with the mistake by the call centre staff.

Andrew

What a disappointment - there seems to a complete disconnect on the ground here which ruined what was otherwise a perfect flight - recalling Avalon's tale of the VS006 from MIA that ran in to trouble and everything let down by no ground staff on arrival. These may be different teams but am I guessing that VS are getting more things right in the air, but now being let down elsewhere?

BTW, I flew VS002 on the day before you, likewise it was pork in the Clubhouse and in flight the crew were just fantastic. I've written in to VS, all who experience the same should IMO [y].

Thanks for the great TR. Shame about the car hire, all credit to the revials staff to try and find you a car.

Good luck with the rally.

Thanks for the read and a result on the upgrade.

Let us know how the rally goes...

Paul

To my very pleasant surprise, the lady at the check in desk told me I could save my miles, as I had been bumped up to UC already, as they had oversold economy.

Tsk. She missed a trick there, from the company's point of view. Far too honest if you ask me. [}:)]

Nice one on the op-up. I find that if they are going to do op-ups, they are often decided up to 24 hours in advance.

I remember my first op-up on VS was when I was terribly late for the VS19, only getting there with just over 60 minutes to spare. They had already decided to op-up me the day before (being on a fully-flex W)! Yet, there I was, worried about getting a rubbish seat!

Shame about the confusion with the car rental... it does sound like the Revivals staff did what they are best at, which is taking care of VS' premium pax as best as they can.

Good luck getting VS to chip in to your charity. Virgin companies do have a good track record with 'social responsibility' such as sponsoring worthy causes, so you may be in with a chance. I agree that it would be a nicer gesture than compensation in mileage.

Mike

Great TR thanks. Well done on the op-up! Shame about the car mess up!

Dominic

V enjoyable TR[y][y]

Congrats on the Op-Up[:D][:D] and top marks to VS for trying their utmost to retrieve the car rental situation on a Bank Holiday

buns

Shame about the car problem but nice of the revivals staff to try their hardest and find you an answer .

cheers

alex

Very glad to hear that your flight went along so well. I've done VS002 several times and each flight has been fine.

If you should hear more from VS about your car-hire experience do keep us posted, please.

Chuck-

Thanks everyone!

I actually just finished up a letter to Customer Relations. I'll fed-ex it across to the UK tomorrow with all my receipts and such. It's been a little hectic at work the last week, so I had been planning on doing it this weekend. However, my credit card statement came today, and Virgin had charged me the $112 for the car rental that I never got! A call to Customer Service said that the only way to get that back was to write in, so that's what I've just done.

Oh, also, I wonder if I'm just too honest.....while I was on the phone to them this afternoon, I asked them to add on the miles and TP's for the VS2 flight, as they hadn't appeared on my account (because they had upgraded me at the airport). She asked me what class I had upgraded from. I was honest, and said economy. Now, do they not have this information in front of them on their computer? If I had said I had upgraded from PE, would I have got an extra TP and extra miles?!

Being AU may help you with the charity.

IIRC a friend of my parents worked closely with a UK based charity that takes kiddies out to Disney and VS told them that they donate to a number of charities (through the Change for Children appeal) and as a result do not make one of payments. Likewise VS don't do any sponsorship and prefere to donate the money to charities. This was a number of years ago and so could have changed and as I said it seems worth a try.


Interesting and annoying about the car. I am surprised that VS didnt sugest you get a train to a surrey/middlesex/berkshire town (eg: Windsor, Guildford etc) and hire from there. Certainly in the Guildford area there are a plethora of hire companies who always seem to have full parking lots!