V-Flyer

Once the dates of this trip were finalised I started to take a particular interest in whether the CH would be reopening in time for my flight. Supposedly opening 1st of December, and then subsequently, moved a week forward it looked like I would be disapoointed as I was going to miss out by just one day :-(. On the plus side, it seemed like the V-Room was now open to Au card holders so this would be interesting to sample this as I had used the No1 Lounge on my last trip from Gatwick.

The trip to the airport went smoothly, dropping off the hire car at a relatively uncongested South terminal. Went to the UC check-in and whilst queuing we were asked by a VS rep whether we might be interested in being guinea-pigs for trialling out the CH prior to the official reopening the following day and she was keen to get our feedback. Obviously I had to think about this but after long and hard debate [:?] I decided to accept her offer!!! [y]

She noted down our names and gave us directions as the entrance had changed. Check-in itself was quick and painless, but upon arriving at security we found that the fast track queue wasn't operating and there was a massive queue. Trying upstairs, it was still pretty busy but at least it was moving (I am not a happy queuer when I know there is a brand new CH waiting for me!!! [V]).

Once through security we made our way to the Clubhouse, the entrance is in between the row of shops (next to the Sunglass Hut) and wasn't marked (presumably as it hadn't yet opened). Walking through, there is a long corridor down to the CH reception area itself. We checked in with the girl at the desk and were given a quick tour of where things were - the CH at this point had about 4 people in it!

Decided that breakfast was in order so we sat down at the eating area. My impression of this area is that it's fine for eating but you wouldn't want to stay there afterwards. Although i've heard this described as 'IKEA like' I think it is fine for the purpose and to be fair, most travellers will probably want breakfast first so you might as well encourage them to move on once they have finished. We both ordered the CH British breakfast and a pot of tea and a VS Redhead resprectively. The drinks were up to the usual CH standard and when the breakfasts came I found them to be very good but maybe a tad on the small side for those with a larger appeite - having said that, the quality is still there.

With breakfast finished, we moved further down towards the other end of the CH to find a comfy seat and order a few more VS Redheads, there were a few more in the CH by this point, but it was still pretty quiet (<20 people). Found a seat and surveyed the CH from this area, the work they have done is relatively subtle, but I do think it has overall been a nice improvement and the new atmosphere I think warms on you.

A member of the Salon staff came over and explained what treatments were on offer. This has caused much debate, some 'extra' treatments are now available were extra cost (and there was now no haircutting), however most of the basic ones were still complimentary. My view is that they should keep treatments down to shorter times, thus maximising the number of people who can have them, and keep everything complimentary. I doubt many people are going to be paying 50 for a cut throat shave taking an hour!!!

In the end I chose the 'shoulder and upper back mssage' which was done in a massage chair rather than as a lie down. The spa is in the centre of the Clubhouse now, sharing the space behind glass walls with a garden style area. It is a bit more open so those wanting a more private area for treatments may be dissapointed - however the use of glass does enhance the overall feeling of space within the CH as a whole. The massage itself was good and I had a nice chat about the new CH and my pleasant surprise that I was able to get to sample it before it officially opened. Apparantly they were only letting a few Au card holders in, which was intriguing as we were asked in the UC Check-in queue before we even got to the desk - I suppose I must ooze AU qualities!!!! [:w]

After the massage, I had another quick look around, there are a few quiet areas at the end of the CH which are tastefully decorated and provide a nice place to relax, there is also a kids area with a WII and an area with laptops. Having posted an update on v-flyer from one of the laptops I went back to sit down with my colleague and have another Redhead and relax with that lovely post-massage feeling.

Overall, I like the new CH and ok there may be quite a few things some people will miss and take issue with, remembering the service of old. However, it is still a great facility with excellent staff and better than the vast majority of airline offerings. Maybe sometimes we v-flyers can be a little hard...possibly.

Our flight was called at 1040 and by that time I think we were the only one's left apart from the staff who were sat together - presumably discussing how things had gone. The nice lady who met us at check-in asked us again for our opinions and we departed into the chaos that is Gatwick depatures. As we were at Gate 13, it was a nice short walk to the aircraft. Everyone else had left the departure area by the point and there was only a small queue on the end of the airbridge.

The stewardess directed us upstairs (no welcome back or other acknowledgement) and we took our seats (79A&C) which I think are probably one the best on the Upper Deck as they are far enough from the galley to be away from the chatter, have no people behind you, two full windows, and also seem to have slightly more legroom. Usual drinks were handed out, but no newspapers were offered, and we pushed back on time, with a fairly rapid take-off due to the substantial headwind.

In terms of service, i'm afraid to say that crew was decidedly below par from the FSM downwards. There were many, many, things that added together and created a completely mediocre PE experience. Just a few of these i've put below and this is by no means all of them:

- Running out of chicken from the meal service with little apology
- Forgeting to serve my colleague with the meal he asked for, and then missing him out on wine. When he put the call light on it took a few minutes for anyone to notice and they wern't particularly polite or apologetic either.
- Amateur FSM annoucements (e.g. getting the times mixed up and generally poor annoucement quality)
- Plastic glasses on the first drinks service
- Unenthuisatic crew (we had to actively go and find a drink and even then the crew didn't provide it with any sort of enthusiasm)
- I asked if I could have a newspaper, the hostess said she would go and have a look - she never came back
- Crew completely unable to organise. For example, I was given a cup of tea and took the last sugar. Rather than go and get some more sugar she followed onto the next person who unsurprinsgly wanted sugar, so she had to go and get it.

The food itself was adequate, and the sandwiches as the 2nd meal are actually perfectly adequate. Hot towels were handed out towards the end of the flight (which makes much more sense to me). Ordinarily I would welcome this is in a trip report but TBH I think the crew probably forgot to give them out at the start given all the other failings! The IFE was the usual LGW standard and nothing particular took my fancy - VS really needs to get this upgraded to V-Port asap.

Overall the whole in-flight service was economy all the way and without doubt the worst experience I have had of PE and a complete contrast the superb service given by the staff in the clubhouse prior to the flight. To me the contrasts on this trip perfectly highlighted the variability of the VS product from exceptional to dismal and it is an incredible shame that this is now the case.

Interesting TR, good to have more info on the new CH but sorry the flight was a disappointment.

Thanks for all the insights - although I haven't used LGW since the BOS flights departed there I hope everyone who does, really enjoys the new CH.

What a shame inflight though, as you say, sounds like a very humdrum service which doesn't add any glitter to the current gloomy feelings.

Thanks for the TR. Seems a case of poor leadership from the top led to to a poor crew and experience for you. It has been mentioned so many times on here, a great flight is more often than not down to a great crew led by a great FSM.

Neil

Thank you for the TR. Great to hear about the CH, shame about the flight.

Thanks for the TR. The CH sounds good.

Pity about the service on the flight. The problem with occupying the seats at the back of the bubble is, of course, that the meal choice can be limited by the time it gets to be your turn. The rest of the service sounded pretty amateur, leadership being the issue I guess.

79 A&C, our favorites[y][y][y]

NOC

quote:Originally posted by HWVloverThe problem with occupying the seats at the back of the bubble is, of course, that the meal choice can be limited by the time it gets to be your turn.
Surely being Au negates that? Last time I flew in the bubble they took all the orders down on a pad of paper. I was guessing that was so a pecking order of priority could be done in case of shortages.

Shame you had a bum flight atleast the CH was worth mentioning and thank you for taking the time to write this TR

cheers

alex

gliderpilot

Thanks for the time you took in reporting your findings in the new Clubhouse (and getting the jump on VS[}:)]) and now following up with a detailed TR[y][y]

I appreciate that the 'charging' issue has overtaken your original comments somewhat, but now reading your TR, I am eagerly looking forward to my next visit as you said the magic words as far as I am concerned 'However, it is still a great facility with excellent staff' - to me it has always been the staff that can make an experience.

Pity the same could not be said for the Flight Crew[n] Yet a further example of poor leadership from the FSM in my view[:(!]

BTW my favourite seats are 79 A & C, even though priority menu choices are now a thing of the past.

Thanks once again

buns

Thanks all, glad to be able to let you guys know on the CH. Look forward to hearing other people's trips reports on it. hopefully I will have a better flight on the way back!

Cheers,

Dave