VS024 LAX-LHR 15 Jul 09 (Upper)

This is a Trip Report from the Upper Class cabin

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So after just over two weeks away it was time to come home. We'd generally had a good time apart from Mr DL being really ill for a few days when we were in Vegas (and I knew he wasn't malingering as he stayed in bed for two days whilst the WSOP was on).
I'd managed to get the hotel to give us a late check out on one of our rooms and we spent the last day down at Huntington beach catching the last bit of sunshine we'd see for a while. Having returned to the hotel we all showered threw the last bits into the cases and piled the bags into the SUV. Now I'd hired an 8 seater SUV (initially a Chrysler Alpen which had to be changed for a Dodge Durango on our second day because the alarms kept gong off and the central locking refused to operate)but it was still a squeeze (there were only 4 of us but we seemed to have acquired masses of stuff on our travels [:0]).
Car drop off was unproblematic but getting the cases/bags on and off the Dollar bus was a bit of an ordeal [}:)]. We were dropped off at the terminal and made our way to the UC check in which was busy with a large family who were obviously very unhappy about something. We were soon called over and began the process of checking in. Dragonbaby and the Bestfriend had pleaded to be spared the return journey at the back of the bus (BF having realised the error of her ways having turned down a cheap upgrade to PE on the way out) and I'd agreed with to the request with the proviso that it wasn't truly silly money. The check-in agent couldn't offer anything at all as there were a few spare seats in the Y cabin so those two were destined to stay where they were in 38H and K (DBs face was again a picture [:D] -yes the poor soul has had it far too easy for far too long).4 of our checked in bags were over 30kg (one being 31.9kg [:0])so this family is really going to notice the cut in UC allowance on any future trips (some of the weight is accounted for by car bits for three classic VWs that we have in the family and that I collect whilst in the US).
Boarding cards printed and ANZ lounge passes in hand we headed off to security.The check in agent said not to bother with Fasttrack as ordinary security was quiet so we did as advised. No problems here and on and upwards to the ANZ lounge.
The ANZ lounge at LAX is very much like the ANZ lounge at SYD (only smaller).Self service food and drink (nice NZ wines [:D]) as in SYD (although they did bring hot paninis round) and the staff were very obliging and helpful [y]. We sat by the windows (love those electric blinds [:)]) and passed a pleasant couple of hours before being advised by the concierge that the flight was boarding. I have to say that the lovely ANZ staff are not fazed by zelebs - there was at least one (that I knew) in the lounge and it was wonderful to see that there was no fawning (VS please take note).
We ambled down to the gate where there was absolute chaos [V].Priority boarding (UC and Au) was being called and those with the requisite cards moved forward (along with everyone else [V]) . The ground crew were quick to pluck those legitimately in line (UC and AU) and move them forward .At this point I was pushed rudely in the back with the accompanying phrase 'We're in first class - let us through'.Had I been feeling slightly less benevolent I'd have told the perpetrator that he was travelling on the wrong airline as VS don't have a first but as I wasn't I simply raised my boarding card with a saccharine smile and said 'just like us then'. Mr Zeleb from the lounge ( who was behind me) chortled and the perpetrator moved to the back of the UC/Au line with a face like thunder [:D].
Once on board (no greeting at the door by name) we were quickly ensconsed in 4+5K. DBs stupidly high and stupidly expensive Christian Laboutins (did I mention those ??[:w])) were safely stowed overhead and we waited for a drink and sleepsuits. And we waited. And waited. The other side of the cabin was a hive of activity- drinks... sleepsuits.... lots of staff fawning. It was fairly obvious that two of the passengers over there were VS crew ( the flight crew were in evidence and the cc were like like flies around horse manure ).I eventually stopped a passing crew member and asked for drinks and sleepsuits - this generated a terse reply that she was busy and she'd come back to us [V].Hello...these are your supposedly 'premium ' passengers [V].
Well, she did (eventually ) and we got the requested drink (singular) and suits. Mr Zeleb got to the loo before me (but had the decency to put the seat down if he used it [y]) and was totally undemanding for the journey home (straight to bed).
We were late departing but the captain announced that he hoped to make up for the delay.We pushed back and following a speedy taxi were airbourne. The FSM brought the extras basket around and as there was no T10 (RIP) I had a Bloody Mary before dinner.
Dinner was served quickly in the rest of the cabin , but not for us (don't know why?????)- I opted for the soup (cold [:$]),steak (tough and cold) and was a bit miffed that the cc refused to take my request for pud and cheese when she took my order ('I'll take it after your main'). Why????[V] The food was horrid (bar the cheese) - the main cabin lights were turned off when I was still sawing through my main [:(!]Sorry, but I don't like eating in the dark [:(!].
I watched the end of my film (some Dustin Hoffman and Emma Thomsom rubbish) and as there were no water/ juice rounds forthcoming (since the two glasses at dinner) I headed for the bar (MR DLs snoring was also too much to bear).
There I found each and every bar seat occupied by a unformed crew member (including the FSM) [V]. There was also a crew member behind the bar. Nobody moved to offer me a seat [V] ' we're having a mothers meeting' says the FSM. Now, I hadn't intended to stay but was so incensed that nobody had even made the effort to move that I muttered 'would someboby please move so I can sit down'.
Funnily enough they all did and a couple of them stayed and had a chat.The conversation comprised of them extolling VS's virtues ie the fab crews and great food and how dreadful BA were [:?] . Having quickly got bored I sought solace in a large bottle of good old H20 which I took and returned to my seat. Another mindless movie later I tried to get some sleep. Yet again the furnace temperature of the cabin prevented any meaningful rest, and after a few fitful hours I was wide awake. I wandered down the back where DB and BF were looking wide awake (and miserable [}:)])It's been a few years since DB last travelled in economy and the experience was pronounced as 'awful' (especially the food which both said was left untouched at dinner and breakfast).
I wandered back to my seat where breakfast was offered and accepted- underripe fruit salad and a hard cold bagel with a cup of Earl Grey (thank heaven for Earl Grey [:)]).
Breakfast was left uneaten (like dinner, but yet again no comment from the crew regarding the full plate being returned) and it was time to descend into LHR. Due to a mix up with the doors we were off virtually first.
A quick march to immigration found that both the IRIS machines were working- I took the left booth and Mr DL the right and we were both out in seconds.Down to baggage reclaim and after a short wait the bags were amongst the first out. DB (who can no longer use IRIS as she's under 18) and BF used the ordinary EU immigration channels (which were looking busy) and caught up with us just as we were retrieving the last bag from the luggage carousel.
As the VS24 arrives in the afternoon there was no Revivals to enjoy (and I have enjoyed every visit in the past) so the people carrier we had booked collected us and returned us to the Sheraton Skyline where we collected the car and were home 3 hours later.

This was my 3rd return UC trip in the last year.I'm a leisure traveller so the cash/miles comes from my own pocket.There seems to be a slow progressive decline in standards (possibly compounded by reduced crew numbers) and it's not got any better on the food front. Yes I know the LHR CH is fab but it doesn't compensate for all the less than great things once onboard.
Once I've used up my current stash of miles who knows - the reports from BA seem to be pretty good of late (particularly the food).
DL

Thank you DL for a really interesting and honest TR but how sad that on almost every level you were let down. I so hope someone from VS reads this as your experience is not a one off and BA are indeed getting very favourable reports. Passengers have paid to receive a product and level of service that is clearly on too many occasions not being delivered.

[buns]

DL

What a shame such an impressive start to your journey was destroyed by such a lack lustre crew[n]

Yes, we all know crew numbers have been dropped and that times are hard, but it is not helped by your crew (or any crew for that matter) not maintaining a focus to ensure that future demand for the premium cabins does not decline because of a drop in standards.

I strongly suspect that at the heart of this issue is the leadership qualities of the FSM - we all know that when there is a good FSM, everything works like clockwork, and this is the way to maintain standards and consistency of service, resulting in repeat custom.

I like you, spend my hard earned money on travelling, it is discretionary so all airlines in these tough times need to realise that passengers have a choice

buns

I somehow sense that VS have just lost another customer.

The sad thing is that airlines and other companies in the service industry are scared of what are termed the 'silent leavers'. Thats loyal customers who all of a sudden one day stop shopping in a shop or flying with an airline for a reason that they keep to themselves. Apparently 85% of loyal customers who leave a company never tell the company why they left.

This website gives VS a unique view into its customers minds- something that a lot of other companies would kill for. However it is the same old themes that are coming up again and again. Poor dinners (in all cabins judging by the muck I was served in Y earlier this week), dire breakfasts, lack of FSM leadership (by some- there are a number of gems out there) and the dreaded 'red-eye syndrome' from cabin crew. VS knows what annoys its loyal customers (and its loyal customers are a bit more loyal than your average loyal customer due to the Virgin brand 'get up')- it must have less 'silent leavers' than most brands and sadly we still see no improvements.

Hope California was great fun!

Thanks for an interesting read, really shame about the crew. I would be sending a letter of to customer services ASAP.

Dominic

DL,

Many thanks for a very informative TR. Many of us know how good a flight SHOULD be and when one is far from it, like yours, I think a stern letter (not EMail) to SRB office ison order.

quote:Originally posted by DragonLady


Now I'd hired an 8 seater SUV (initially a Chrysler Alpen which had to be changed for a Dodge Durango on our second day because the alarms kept gong off and the central locking refused to operate)but it was still a squeeze (there were only 4 of us but we seemed to have acquired masses of stuff on our travels [:0]).

When travelling with my sister en famille we now hire an Escalade - loads of room and very comfortable ride.



quote:Originally posted by DragonLady

I have to say that the lovely ANZ staff are not fazed by zelebs - there was at least one (that I knew) in the lounge and it was wonderful to see that there was no fawning (VS please take note).


I agree - I have had the pleasure to sue this lounge a great deal and looking at a up and coming project it looks like San Diego will become a monthly (if not more) place for me so the delights of the lounge and fab concierge await me again.

quote:Originally posted by DragonLady

. And we waited. And waited. The other side of the cabin was a hive of activity- drinks... sleepsuits.... lots of staff fawning. It was fairly obvious that two of the passengers over there were VS crew ( the flight crew were in evidence and the cc were like like flies around horse manure ).I eventually stopped a passing crew member and asked for drinks and sleepsuits - this generated a terse reply that she was busy and she'd come back to us [V].Hello...these are your supposedly 'premium ' passengers [V].

Yes had this too - esp when crew are sitting in Upper. A swift and stern word with the FSM usually does the trick !


quote:Originally posted by DragonLady

I watched the end of my film (some Dustin Hoffman and Emma Thomsom rubbish)

[:?] I have a small bit part in this film. Not seen it yet but took me two days to film a 30 second slot (which is probably on the cutting room floor !) - missed the premier as I was in the USA ![:w]

quote:Originally posted by DragonLady

There I found each and every bar seat occupied by a unformed crew member (including the FSM) [V]. There was also a crew member behind the bar. Nobody moved to offer me a seat [V] ' we're having a mothers meeting' says the FSM. Now, I hadn't intended to stay but was so incensed that nobody had even made the effort to move that I muttered 'would someboby please move so I can sit down'.
Funnily enough they all did and a couple of them stayed and had a chat.The conversation comprised of them extolling VS's virtues ie the fab crews and great food and how dreadful BA were [:?] .

Yes had this too - part of your letter to SRB me thinks ....

quote:Originally posted by DragonLady

.I'm a leisure traveller so the cash/miles comes from my own pocket.There seems to be a slow progressive decline in standards (possibly compounded by reduced crew numbers) and it's not got any better on the food front. Yes I know the LHR CH is fab but it doesn't compensate for all the less than great things once onboard.


Although I do travel for my work a great deal I ALSO travel for leisure more than the average PAX and always pay with my own earned cash so I expect what I have paid for. To be honest the CH is just a place to stay before the flight for me - it is the flight itself I want to represent what it says on the tin.

I hope you DO write in and would be interested to hear your reply [y]

Best Regards,

HG

Time, after time, after time TRs are commenting on the fall in UC of basic standards of service and it just not acceptable. [V] [V]

These are the business basics of getting it right. This is not providing special extras because its someones birthday / anniversary etc.

The main on-board themes appear to be:

* Lack of Priority Boarding or it not being enforced rigorously
* Very variable quality of FSM - no walk round / extras basket / not interested in dealing with pax
* Variable quality of food (not that a pax dosent like a dish but that it cold etc)
* IFE

To a lesser extent there is the issue of VS staff travelling and not behaving as they should - monopolising the bar and the CC doing more for their mates etc and this really is unacceptable [n].

VS have rules on staff travel and its up to the FSM to enforce them fairly but firmly.

Whilst there are some absolutly brilliant FSMs and CC [^] there are some awful ones with the majority just average. And today 'average' is just not good enough.

VS needs to dump the awful and improve the grade of the average.

Wilde is right about the 'silent leavers'. They may be silent to VS but they still tell their friends etc that thay had a bad experience and that puts other possible pax off.

Like others, ALL my travel is personally paid for out of mr piggy bank and now I am used to travelling UC I am becoming more critical of poor service. I never expected instant service in Y but in J I do expect prompt attention. That is not to say anyone should be overdemanding but there is a (correct in my mind) automatic expectation of high standards from the get go and any lapse should be a true 'one off circumstances beyond our control' rather than a 'just the way it is'.

And that is issue, there is too much 'just the way it is' going on. [V]

Anyway DL trust you had a good holiday and continue the 'tough love' on BabyDL

[8D][8D]

There is really no excuse for the abominable service and inedible food experienced on this flight. As you say DL, BA is getting some very good reviews of late. [:w]

Dear DragonLady - this sounds to much like my terrible flight to JFK recently ... oh deary deary me. So many failings on one flight.

I wrote to VS after my JFK sojourn, usually I get a reply pretty quickly but that missive seems to have disappeared into VS mailbox infinity. Guess the premier service response is going downhill too ...

quote:Originally posted by hackneyguy

When travelling with my sister en famille we now hire an Escalade - loads of room and very comfortable ride.



What I hadn't said in my TR for the way out was that when we got to the Dollar depot there were no 8 seater luxury SUVs at all. They were trying to give me a Hummer ( apart from looking hideous they're tiny inside and the luggage wouldn't go in). I asked for an Escalade (I love them too [:D]) but was told they don't keep them at LAX. We waited 2 hrs for the Aspen (the one that went back the next day [V]) .

I must say that am on the verge of booking November UC flights, called the AMEX VS card for price and have been thinking..HUGE and why. I love the CH and Revivals but the actual flight amenities, service and food make Singapore, NZ and ...BA look flawless.

There should be no hit or miss--and all services, food, bar access--and even boarding--should be excellent. This is how VS has built its rep--and how it may lose it.

All too familiar stories here, it seems:

* Boarding chaos - I personally think VS call pax to the gate too early on their boarding cards. They are then left hanging around, so naturally develop itchy feet, hence a boarding scrum.

* Crap food.

* Crew members obviously giving 'special attention' to family and co-workers flying as pax, to the detriment of service to other pax.

* Crew monopolising the bar, using the bar for crew business, paperwork, etc., making it unusable by pax.

I particularly think you have been very lenient on the crew in your scoring on this TR.

Mike

DL,

Thanks for the TR, just a pity it was not up to the expected standard. When VS are on form they are brilliant, but when not.......

Our next lonhgaul to MRU is in NGCW on BA, and I am genuinely excited at the trip. It will be interesting to compare the 2 standards of service.

Iain

Oh my God! what can I say? I am so proud of my fellow crew sometimes - NOT!! As I've said before it's down to the FSM, they set the tone - if they're lazy and cant be botheed, then unfortunatly certain crew will follow suit. If no-one reports them then nothing will get done about them. As you say, we should be doubling our efforts to look after our dwindling numbers of J pax.

quote:Originally posted by virginboy747
Oh my God! what can I say? I am so proud of my fellow crew sometimes - NOT!! As I've said before it's down to the FSM, they set the tone - if they're lazy and cant be botheed, then unfortunatly certain crew will follow suit. If no-one reports them then nothing will get done about them. As you say, we should be doubling our efforts to look after our dwindling numbers of J pax.


The FSM was pleasant enough but she and a good number of the rest of the crew (including the flight deck) seemed to spend an awful lot of time perched on the ottomans of the two staffers who were in 3 and 4D.
I know the FSM sets the scene for quality of the the flight experience, and I also know there are some fabulous staff who almost compensate for those who think they're doing YOU a favour.
Out of curiosity do VS have any formal leadership training programme?

DL

It's just not professional for anyone with a job to do to spend any real work time hanging out with friends. I honestly can't believe VS keeps letting this happen. I understand this a huge incentive of the job, that you have to give the staff something to motivate them and keep them around. I suppose it works better for VS than a fat pension scheme. But much as benefits are killing BA, they don't show up in the product directly, and impact customer experience. This does.

Also can't believe your luck with food. Shame as some of us have had a good experience recently with the menu, but as has been said this is not really a quality of the menu issue as such, but a problem with inconsistent preparation of it on board. Properly warmed up, that soup was pretty good, too. I must confess that, though a combination of both waking up at 4am, and having plenty to drink in CH and on plane, I have in the past put my order in for dessert and cheese, then slept through them [:)] So maybe it's my fault that they now won't take an order until they can assure themselves you will live to eat it ....

Thanks for a detailed TR, and provocative, too.

Thank you for the TR! Shame to hear the now common, lack of interest from the CC.[n]

Yes we are all trained the same, and everyone knows they should do a walkround and interact with the J pax. It's certainly not appropriate to be sat at the bar chatting with friends or as you say sat on the ottoman with them. If my other half is lucky enough to get his J upgrade i barely even make eye contact with him during the flight, I'm so conscious of the other pax!
It really galls me that in these tough times so many of my colleagues are still not pulling their finger out and looking after our J pax and frequent flyers. I just hope that our management read your trip reports as they can certainly check the date and see which FSM was operating that flight. I really do hope that it is a minority of crew who are behaving like this, but the last few trip reports I've read have not been too inspiring. You would think with the threat of redundncies that people would be tryng twice as hard, but maybe some people who have been with the company a long time think that they are safe? Let's hope this is not the case and those who cant be bothered to go the extra mile and give our customers outstanding service, are shown the door.

quote:Originally posted by virginboy747 It's certainly not appropriate to be sat at the bar chatting with friends or as you say sat on the ottoman with them.

Just to reiterate each and every bar stool was occupied with uniformed crew (obviously not looking after their pax [V]) and not the staffers. They didn't need move as the action came to them.

[Darren Wheeler]

I'd have taken a photo and sent it to Crawley!

What an absolute stinker you had and one that would make me try another carrier, its a shame about the food as it has seemed as of late that it might not have been as bad as it has been. I am waiting with anticipation to hear your reply from VS on this one.

cheers

alex