V-Flyer

Travelling from my office in Covent Garden was uneventful on a Friday afetrnoon for a change - using the Underground and the Heathrow Express. I arrived into Zone A at T3 at just before 1600 for my 1910 flight.

The whole area was quiet and I was waved across by someone who I thought looked welcoming and friendly - how wrong and little did I know this would set the scene for me all the way to Newark!

I was processed quickly but for the second week in a row with very few words said. I did ask about an upgrade to UC but was told only one seat left and it would cost me £849, knowing that PE was due to be relatively light I stuck with my original seat choice.

I was up in the lift and through security within minutes and was in the CH at 1612. I was advised a promotion was being held in the lounge by a company who scanned your feet and then make shoes to your exact requirements!! I did mean to check this out but ran out of time.

The CH was empty, me and a couple of other people had the whole place to ourselves. I booked in for a haircut which I received complimentary and she did a good job - the whole washing after the cut so you don't itch on the flight is a good idea.

I settled in with a Clubhouse burger and a couple glasses of champagne with a cheeky mojito or two - before I knew it it was 1755 and we were being called to the gate - before leaving checked out the roof garden and by now, the lounge was getting busy. The gate was 32 which was around a steady 15mins walk away from the lounge.

I arrived and was processed, no magical beep but didn't really expect it to as I knew that UC was full. Into the seating area where we sat for around 30mins and then boarding commenced at 1845. During this time they were offering PE seats a a reduced rate which some people did take advantage of.

Once on board I was welcomed warmly at the door and that is where the friendly approach ended. I was in seat 19D, by now PE was pretty full including the seat next to me which had been free until the last moment (having kept an eye on it on expertflyer) so maybe a last minute upgrade passenger.

A glass of sparkling wine was quickly offered along with an amenity kit. A bottle of water was already in the seat pocket. At 1910 the captain came on and announced a delay of around 30mins as we were waiting for 42 passengers from the delayed VS301 from Delhi. No offer of a second glass of sparkling wine while we waited - that was a poor show.

With all 200 passengers and 12 cabin crew on board, we left the gate at 1939 getting airborne at 2010, an hour later than scheduled. A flight time of 6hrs56mins was promised on Mystic Maiden.

After take-off the crew had to remain seated for around 25mins for some reason but were finally released. That my heart sank as I could see my control unit was not lit up and that could mean no v-port for me, that turned out to be the case. The cabin crew came and rebooted our entire row but it made no difference to my system, everyone around me was fine.

I must say that the cabin crew member was quite "off" about it which prompted me to ask to speak to the FSM about it as I was disappointed. Things took a turn for the worst as a message came back that she was too busy to come and see me - I was left lost for words and think I wrote my email to the Executive Office several times over about the service I had received.

I asked also to speak to the CSS looking after Economy and Premium Economy but was told he was busy too.

If she had come and said she was sorry and offered a DVD player and perhaps a glass of champagne I would have been happy but none of it and I could see her giving the cabin crew member a hard time over it and then I picked up the rough end of the stick down the line. She never did come and see me to apologise and with no other seat to move it, I was offered a DVD player in the end and was regularly checked on to see if I wanted to watch another film.

Back to the service, not taken the VS17 before but no drinks service just straight into the meal which was Smoked Salmon salad, Beef Hotpot, Fish Cake or Vegetable curry - I actually went for the curry which was tasty.

Warm bread was offered along followed by the Rapsberry and White Chocolate Mousse type dessert and cheese and crackers. A cup of coffee was offered along with two passes of wine and then the usual brandy/baileys run at the end. Still or sparkling water was offfered on a couple of occasions too. I did say I felt that it was out of order for the FSM not to come and see me to the cabin crew looking after myself and was sorry she was given a hard time by the FSM who was really raising her voice at the cabin crew member concerned to "just get it sorted" - she warmed up a little by this time and said that she "could take it"

The fruit bowl came around later in the flight with regular water and juice runs. About an hour out of Newark, a coronation chicken sandwich and a soft cookie were provided with a choice of tea/coffee - no bar service like on the VS009 the previous week at this point either.

We arrived on stand at 2309 and a wait of 20mins through immigration and bags endeded a truly disappointing flight for me.

A grumpy FSM and a cabin crew who seemed to lack leadership and it showed in every aspect. My worst flight on Virgin it must be said.

An email was fired off to the Executive Office first thing and a responsse is awaited.

Oh not good of the FSM.

Was she really so busy during a 7 hr flight she couldn't find 2 mins to speak to a pax for 2 minutes yet she was able to give the CC a shouting at?

I hope you get a proper response.

Thanks for the TR.

I do hope there is some sort of apology in the offing. I think given what you pay for a seat in PE that the common curtesy would be for the line manager to come and speak to a customer who asks to speak to them. Shoddy.

Back to the service, not taken the VS17 before but no drinks service just straight into the meal which was Smoked Salmon salad, Beef Hotpot, Fish Cake or Vegetable curry - I actually went for the curry which was tasty.

I believe that for all flights leaving after 7pm there isn't a drinks run before the meal, even on the long flights such as the LHR-HKG.

Sorry you had such a disappointing flight especially with regard to the FSM.

I read your TR with a sinking heart as it could have been a great flight for you. How disappointing. Hope your next flight is up to scratch.

R-P

Poor show, the FSM had plenty of time to manage the problem but failed completely. Hope your next flight makes up for this one.

The inbound VS18 yesterday was simply superb - TR coming along shortly!!

Just shows the FSM is key in terms of leadership and direction.

Horburyflyer

Thanks for the TR, please keep us posted on VS response!! I must say it's awful service not to see a customer when asked!

I work in Customer Services and with her not even coming to see me after asking it was pretty appalling but hopefully I will get a decnet response. I'll keep you posted.

Shoddy service indeed,

HF

Thank you for the TR, sorry to hear that you had a disappointing flight.

Cant believe the FSM didn't come and see you that is unacceptable! I hope you got her name and reported her, I'm sick of FSMs who dont do their job properly. Sorry you received such bad service.

Exceptionally poor show by the flight management, I hope they get the short end of the stick for that

Did for sure get the name of the FSM, the VS executive Office have all the details and a response has been promised within 21 days - though often is a lot sooner.

It's a one off I am sure, but agree a FSM should lead by example.

HF

Did you get cherry tomatoes and gravy?

I think that as is often the case on here, the quality of the FSM sets the level of experience that people get on board. A bad FSM means a poor quality experience. Maybe some VS FSMs are trying to copy what their piers in BA at a similar level would do - ignore passengers and do nothing in board all flight!

i agree with virginboy thats a very poor show. its the fsm's job to deal with passengers especially when they ask and for the css not to come see you is equally poor! if i was the PE crew member on this flight i would have stood up to the fsm and if that failed email my manager straight away!

the fsm sets the tone of the flight, my last orlando our fsm was in ecconomy sorting out drawing competitions and in PE with me chatting away to passengers and helping out! so they are not all bad!

glad your flight home was better looking forward to your TR

I have had some great FSMs who have really delivered a great service, so I am hoping this is an isolated incident and won't be repeated.

Just an update on my email to the Executive Office, no reply as yet though some miles did deposit themselves into my Au account earlier today so don't think it will be long!

HF

Remember my poor experience here......well, I finally got a letter from the Exectuive office and it was a nice letter crediting 8000 miles for my inconvenience and saying how important my business was.

Not a bad result I feel!!