V-Flyer

Im sorry that this has taken such a long time to post. The trip itself is just a distant memory now but there were a couple of issues with the experience so I thought it was still worth adding.

We were told at check-in that we would be sitting in 8/9/10 G and originally that there was no record of our pre-booked seats this was eventually conceded but made no difference. We could not get any explanation as to why we had been moved and were told there was no chance of sitting in a triangle formation (so one of us would be next to our son and one of us opposite. The supervisor could add nothing and was incredibly rude and unhelpful. Eventually she called over another supervisor who apologised profusely and arranged for us to be sat in a triangle in rows 9 and 10. The whole process ended up taking nearly 45 minutes with Junior going loopy in his buggy, and a queue forming behind us. I know that I probably should have checked in on-line but I have to admit that I didnt think it would be an issue we have never not had our pre-reserved seats and also I had doubts as to whether I could check my son in on-line as I couldnt pre-reserve his seat on-line I had to go through customer services. As it turns out we would never have got the seats we requested.

Whilst we were stood at check in trying to sort it out the couple at the desk next to us were offered a ticket/miles for an economy return anywhere in the world with Virgin if they bumped down to PE (which they turned down) but we walked away from check in stressed, exhausted and assuming the cabin had been over-booked.

After countless more security checks we made our way to the Gulf Air lounge (The Clubhouse this is not!) and sat down to some breakfast. Junior was very excited by the big planes, trains, ne-naws and busses driving past and within 10 minutes we getting glares from some of the other passengers in the lounge. I should point out that he wasnt running around just exclaiming every time he saw any sort of transport. Anyway, given how stressed I was by this point, we decided to leave for a wander round the shops.

We made our way to the gate shortly before boarding and after more security scanning we were looking out at Miss Behavin. We were again told that we could take the buggy on board and boarding was called for those needing assistance or a little more time. We decided we were in this group so made our way onto the plane (with buggy and well-travelled but un-used buggy bag) only to bump into (literally) the first check-in supervisor who had been so rude earlier that morning.[:(]

We now discovered that 10K is not opposite 9G but 10G so we still hadnt got the seats the way we wanted but didnt have the will to do anything about it. The child seat was ready for junior so we got ourselves sorted out and strapped him in with me sat on the ottoman glaring across at our pre-booked seats waiting to see who ended up in my seat! Drinks orders were taken and then we waited and waited and waited the whole of the front left part of the cabin was empty so we knew by this time that something was going on. Eventually, 10 mins after our scheduled take-off a certain cabinet minister and his gang of 13 aides appeared and settled down ready for the flight.

Meal orders were taken I asked to have mine after dad and junior which wasnt a problem but did mean I wasnt offered a drink with my meal and had no tablecloth etc. Afterwards, while the boy was sleeping, I went to sit at the bar for a bit to have a chat with some of the crew but they werent interested. The FSM had disappeared and the cc serving at the bar was reading Hello.

We overhead other passengers being told that afternoon tea would be served shortly and the front of the cabin had their tables prepared. We waited and waited and waited and eventually when I found a cc, asked what was available. The response was I think there is some lemon cake left so me and the boy had this. When it was brought to us my husband asked if he could have some but was told it had run out but there might be some chocolate pudding left from lunch. We overheard lots of other passengers muttering about food running out and not being offered anything.

The rest of the flight passed by very slowly. The cabin crew seemed to be non-existent so we just carried on entertaining the little one with colouring, stickers, jigsaws and a dvd.

Eventually, the seat belt signs were lit up and we made our way into Heathrow. I asked a cc as he did his checks in the cabin if I could stay on the ottoman a bit longer to keep my son settled but he said no so I had to spend the next 45 mins leaning over the divider to keep him entertained.

All in all the flight was fine and my concerns over travelling with a 2 year old were unnecessary (although it was exhausting keeping him entertained in a confined space for such a long time) but I felt really let down. I accept that I had really high hopes for the flight and having taken in so much information from this site I was expecting a lot but I believe the crew were pretty poor. Whether this was because of the VIPs on-board I cant say.

Things did pick up a bit at Heathrow as we were invited to use the express lane at passport control, our bags were first off and our driver was waiting for us in arrivals.

Thanks for posting your TR, although it doesn't sound like either the ground crew or the CC delivered the service that you should have received.

Neil

Thank you for the TR. Sorry to hear about your poor experience, there has been other TRs when a dignitary or zzz-lebrity is onboard, the level of service by the CC to the other UC pax drops.

Not that long ago I was travelling to Vegas with some colleagues for a short notice (and very short) work related trip. When wh checked in at LGW we were offered seats (4) dotted around and I enquired if we could sit together(ish) as we needed to converse about our work trip. 'Sir - any preference ?' 'Yes (I replied thinking another empty UC cabin) seats 6 and 7 would do nicely' and hey presto we were moved. ALl fine and didly until when we boarded and settle in some glares we (well I) was getting from a femail pax - nope I hadnt stood in anything nasty and no I hadnt filled up the overhead lockers, after a few heated words with her 'husband' she confronted me as 'What makes you so special you think you can have our seats ?' She yelled - before I could compose a suitable (polite) reply the FSM confronted her with 'Madame, the seats belong to Virgin, a pax may request a particular one but it is NOT confirmed until you board and we may to to re-seat up to take off for various reasons, including PAX belonging to our to top tiers who are alwaays 'offered' their preference'.

I now enquire who may be sitting in my chosen seat before considering requesting a move as I felt a tadge uncomfortable for the flight (well the T10 took the edge of it) - if it a singley (or staff) then I don't have real issue.

I do wish Virgin would make it clearer to PAX that they can not book seats but merely request them - it may make journey for all a bit less stressful for all parties.

quote:Originally posted by wornoutmum
Im sorry that this has taken such a long time to post. The trip itself is just a distant memory now but there were a couple of issues with the experience so I thought it was still worth adding.


Good to here your trip with junior, wasn't too dramatic..
Tis shame the pax who often needs the full UC experience in their journey, i.e. travelling with infants/ special occasions/ one-off treats etc are the ones who get messed around, and set a standard you will go away remembering. No doubt down grading your overall opinion of the airline for some time to come, and in turn your opinions to others when they enquire what it was like.

Interesting to know if those travelling via the taxpayer's bank account in UC,especially aides!! would of been given all their needs (no doubt the full menu choice?)...[V]

I noticed this when looking at my booking recently for pre-selected seats:-

'To honour this request, Online Check In needs to be completed no later than 13 hours before your flight departs'

quote:Originally posted by wornoutmum
Whilst we were stood at check in trying to sort it out the couple at the desk next to us were offered a ticket/miles for an economy return anywhere in the world with Virgin if they bumped down to PE (which they turned down)

I cannot possibly think that I would ever take that as sufficient recompense. Pulease! What are they thinking? That's like buying a Ferrari and being offered a Golf GTI and a Skoda instead.

Howard

By the way, regarding seating, I've been screwed by an a/c change twice now. The software does the a/c change then seemingly randomly reallocates the seating. Even worse, on one flight, I had the a/c change from a 346 to 343 and then back to 346 at the last minute. By the time I notice, I'd been dumped in a seat towards the back of UC.

The seating thing is irritating, and it's as much a matter of managing expectations. I've never been bumped by another pax though.

Cheers, H

I was really upset reading this report. This is NOT the service you paid for. One TOTALLY unacceptable note is that no one should be reading any magazines behind the bar. So rude. I have no idea why you would not have been offered breakfast. The whole thing sounds upsetting. I would write in about this.

Thank you for the TR and sorry you received such poor service. I wonder if the VIPs were very late bookings and the extra food hadn't been ordered? Whatever the reasons, the treatment you received was unacceptable and I hope you have sent VS a letter of complaint.

To be honest the fact that there was a VIP on board should not have made a difference to the service you received which as others have said was appalling.

I agree with all the comments posted here. It sounds like the crew had been told to look after the VIP and did this to the detriment of the other PAX

Did you notice the crew giving better service to the VIP or wear they just very bad?