V-Flyer

It's my first time writing one of these, so I hope it's ok.

Check In
Arrived quite close to the end of check-in due to a tight connecting flight, didn't really have to queue that much at JFK, only had two people in front of me. As mentioned before, I was pretty nervous about the upcoming flight, and I'd already spoken to the Special Assistance department at VS a few days earlier. Unfortunately the note they said they'd put on my booking didn't appear to have made it through to the airport, but a quick chat with the girl on check-in desk and one of the supervisors there, and everything was sorted.

The girl at the desk printed out my boarding pass, and did a small amount of paperwork which I assume related to the assistance request, and then closed up her counter and walked me through to the gate and onto the plane (Tinkerbell) where she introduced me to the cabin crew and made them aware that I was extremely anxious. The cabin crew were absolutely wonderful and supportive when they were made aware, and made sure I got to my seat and met the specific crew in charge of my area before we left the gate.

Flight
We were sat on the runway at JFK for quite a while due to overcrowding at the airport, with a long line of other aircraft ahead of us. Not long after takeoff I had a panic attack (the first of several unfortunately) and one of the crew came over to my seat and walked me back to the crew seats by one of the rear exit doors next to the galley, and got me some water and hooked me up to a small oxygen cyclinder for a while until I got my breathing under control again.

The whole time I spent sitting back there the crew went out of their way to make sure that I was alright, that I didn't need anything and when they had time would sit and talk to me to keep my mind off the flight. I was never at any point made to feel like a burden, and couldn't have asked for a better CC on this flight. There were several further panic attacks throughout the flight, but each one was dealt with in a caring and supportive manner, and definitely made me want to use Virgin for my future flights as well as recommend them to other people. Before leaving the aircraft I made sure I also filled out a customer feedback form thanking all the crew involved, because I honestly feel they went above and beyond in looking after me throughout the flight.

Food and Drink
The food was surprisingly tasty, I went for the chicken and pasta meal and found my only complaint was that I could have eaten it again given half a chance, will definitely be ordering that on future flights in economy. As for drinks, there was a steady flow of drinks services, and a small mini juice 'bar' was set up in the rear galley for anyone who wanted a drink inbetween.

Entertainment
For the very limited time actually spent in my own seat, I was very impressed with the V:Port system, and found it easy to use, didn't crash on me, and it had a pretty good selection of movies and videos listed. The new map system that they've got on there is also a nice evolution of the traditional inflight map systems.

Cabin Crew
Not sure what else I can say here, other than that they were a true credit to Virgin, and after the length they went to on this flight seriously deserve some form of commendation on their records. Quite honestly, I can't actually find anything to complain about with their customer service throughout the flight, and any company would be proud to have them.

Got my flight back into JFK coming up on Tuesday, so hopefully will be able to post an equally positive TR about VS003 too! Also, on the extremely small off-chance that one of the crew involved sees this, I'd like to say thank you again for putting up with me!

Nice report - glad the journey was ok for you.

Sounds like you had VS service at its best and that whatever programme they have in place for the anxious flyer worked well for you.

Thanks for taking the time to put this together -it's much better than o.k.!

Paul

A bravura debut TR, Mark. Thanks for taking the time to post it.

I have to say, you're terribly brave putting yourself through all the anxiety for the sake of being one of the jet-set. Wonderful to hear that the crew looked after you so well.

Thanks for the TR Mark.

Glad that Virgin and more specifically the crew looked after you and you managed to survive the flight, hope you have the same service on the return if required.

Neil

Hey Mark,

If you feel that the cabin crew deserve to be recognized then please do write a quick email to customer relations. Onboard comment cards do not do much for the crew records, but an email written into the company goes onto their files and helps them with future promotion and other such events. It's very appreciated by crew.

Regards.

quote:Originally posted by Galley Guy

Hey Mark,

If you feel that the cabin crew deserve to be recognized then please do write a quick email to customer relations. Onboard comment cards do not do much for the crew records, but an email written into the company goes onto their files and helps them with future promotion and other such events. It's very appreciated by crew.

Regards.

I shall get that done asap then, still remember everybody's names from the CC, and I most definitely want to make sure the positive feedback goes into their files.

Thanks for the TR sounds like VS were outstanding on this flight. Hope the return is just as good and they look after.

Dominic

quote:Originally posted by MigrantMark
quote:Originally posted by Galley Guy

Hey Mark,

If you feel that the cabin crew deserve to be recognized then please do write a quick email to customer relations. Onboard comment cards do not do much for the crew records, but an email written into the company goes onto their files and helps them with future promotion and other such events. It's very appreciated by crew.

Regards.

I shall get that done asap then, still remember everybody's names from the CC, and I most definitely want to make sure the positive feedback goes into their files.


I am sure it will be much appreciated by the crew. [y]

quote:Originally posted by Galley Guy

Hey Mark,

If you feel that the cabin crew deserve to be recognized then please do write a quick email to customer relations. Onboard comment cards do not do much for the crew records, but an email written into the company goes onto their files and helps them with future promotion and other such events. It's very appreciated by crew.

Regards.


I have often wondered this. If you write in with just a first name, do CS really take the time to look up who was on the flight, find out who you meant and put it in their file? Do the crew get a copy as well? I have sent in emails before, and received the standard letter back, but it's nice to know it does actually get back to the crew concerned.

quote:Originally posted by locutus

I have often wondered this. If you write in with just a first name, do CS really take the time to look up who was on the flight, find out who you meant and put it in their file? Do the crew get a copy as well? I have sent in emails before, and received the standard letter back, but it's nice to know it does actually get back to the crew concerned.


I have certainly received a letter from my manager after a customer that I helped on a flight wrote in -and I don't have my surname on my name badge so yes, they do look it up.

[:D]

Thank you for your TR - which will be an inspiration to others who are anxious about flying[y][y]

The Check In Agent was a gem in ensuring that your anxiety was mitigated and to 'pass the baton' on to the CC who continued to look after you is very refreshing to know.

Well done

buns

Great first TR mark, hope it gets easier from here on in!

cheers

alex

Thank you for taking the time to write this TR! Good to hear that VS were excellent in helping you in your situation.[y]

quote:Originally posted by Galley Guy
quote:Originally posted by MigrantMark
quote:Originally posted by Galley Guy

Hey Mark,

If you feel that the cabin crew deserve to be recognized then please do write a quick email to customer relations. Onboard comment cards do not do much for the crew records, but an email written into the company goes onto their files and helps them with future promotion and other such events. It's very appreciated by crew.

Regards.

I shall get that done asap then, still remember everybody's names from the CC, and I most definitely want to make sure the positive feedback goes into their files.


I am sure it will be much appreciated by the crew. [y]


Sent off a nice detailed email to VS today about the flight, so hopefully it'll all get through to the right people and they'll get the credit they deserve

Just an update to this, I got a very pleasant response back from VS to my feedback, and saying that they'll pass on what I said to the crew involved and their managers