V-Flyer

So...our return flight...

As a special end to the holiday we'd treated the inlaws to an upgrade to UC.

Once check in was complete, we were sent to the VIP lounge which is the most bizarre place I've ever seen! It was absoultely full with no room to sit our party of 4 together. On the buffet table were a handful of very unappetizing bite size 'treats' which included blinis with tuna mayo on top which had formed a skin and sandwiches with turned up corners. Needless to say...we didnt eat!

The flight was late boarding but as no annoucements were made, people were beginning to get anxious and getting ready to run as soon as boarding was called.

Boarding was eventually called approx 30 mins after we were due to take off. As expected there was a huge rush to the gate and because there was no priority boarding taking place, people were pushing and shoving holding their purple boarding cards above their heads presuming that the people in front of them couldnt possibly be flying UC!

Once on board and seated, we received a long message from the FSM explaining that due to a lack of staff, service might be affected.

Take off was like a comedy sketch as the elderly lady two rows in front decided that she needed to take her jacket off half way down the runway. She unbuckled, stood up and started to open overhead bins etc..this activity didnt need crew intervention due to the booming voice of her husband ordering Sybil to 'sit down for ***** sake'.

Once airborne, I started to settle myself in only to realise that I didnt have an UC snooze pack on my seat with eye mask etc. I asked the crew for one but was told they didnt have any and that they were too busy to get me a PE one.

Not sure how many crew should look after the upper deck UC cabin but for the majority of the service, we had one crew member with occasional support from someone downstairs.

Crew came to take food orders, I asked if I could eat at a particular time but was told that due to staffing issues, dinner would be served when it was served. I asked if I could sit with my partner opposite me but again, was asked if we could stay in our own seats to make things easier (not sure why it was easier).

The IFE was a nightmare and needed restarting a number of times. When it eventually stayed on, my partners didnt work and so the portable DVD was handed out which is not the easiest to watch in a reclined UC seat.

Lights were dimmed very quickly and most people tried to get some sleep. Dont think the beds are up to much comfort wise and next time, I'll just try to sleep with the seat fully reclined.

So, breakfast came and was almost thrown at passengers..the mum in law asked for a fruit salad for breakfast and was handed a banana as they had nothing else! She wasnt happy as I had been given a fruit salad with yogurt and a warm croissant

I asked to see the FSM to raise the issues. I was told he would 'try' and get to see me....but he never came. Although, he did find time to say happy birthday to one of the crew onboard which was pretty frustrating.

All in all, I was really disappointed and felt utterly let down by VS as we expected to a) get what we paid for and b) give the in-laws a special end to their holiday.

Dreadful! I too have been on flights where they have been down staff but it has impacted not one whit on service. While I would have grumbled big time (and might have been stroppy enough to argue the toss about the Freedom menu) about not being able to eat later I cannot understand for the life of me why they should object to sharing the table with your partner and why it should be easier.

As for the FSM not coming to see you - well words fail me, unless he was too chicken to deal with your issues. A letter to VS about all of these issues is warranted.

How disappointing - especially as you had decided to treat the in-laws. I hope they realise it wasn't your fault and you weren't out to get them

As for Sybil- definitely a mdvipond moment!

Thanks for the reply...

I did write to VS and even got a letter back supposedly signed by Branson. I got 10,000 miles credited to my account with a letter to say that it only costs 10,000 miles to upgrade from PE to UC...and that I should use them the next time I fly..... Just tried to use them on a PE flight to LAS in Dec to upgrade to UC. Turns out that to use the miles to upgrade I have to book a PE fare that is more expensive than the cheapest UC fare. All seems a bit unfair and its pretty shoddy customer service in my view.

Pretty shabby, all in all.

capt.danroberts wrote:I asked if I could sit with my partner opposite me but again, was asked if we could stay in our own seats to make things easier (not sure why it was easier).

When the food service came did they do a service by side? I suppose the only reason for it to be easier to stay where you were would be (potential) issues in co-ordinating meal delivery across A and K. A shame whatever the reason, as it's been one of the fun things about travelling UC for us.

Hope it didn't spoil the overall holiday too much...
Paul

What a dreadful alround performance by this particular crew.Being short staff does make life harder for the crew and this is where the FSM should really take control.

I have been on short crewed flights before and they have been wonderful

Iain

I was short crewed on MIA-LHR last week, although ours appeared to try their best, it was very noticeable.

However, on your's, it sounds downright miserable and shoddy. Crew down seems to be the current "crap food" issue and VS does not appear to be addressing it.

Did your letter address any of your complaints? If not, I would write back sternly pointing that out.

What a terrible impression to leave with the in laws!

Just dreadful! Thank you for taking the time for posting your return TR. Do escalate it further if you feel that you've haven't got a satisfactory response.