V-Flyer

Booked Return Reward flight from San Francisco to Heathrow and then booked Virgin America connecting flight from VX905 1100 Vegas to San Francisco to connect with VS020. Received email 24hrs before departure advising that OLCI was now open. Checked in ok but as we were connecting to VS020 decided to sort out baggage at Airport the following morning. We arrived at airport in good time and headed to check in, expecting to find queues, but were surprised to find no queue and went to straight to desk. Explained that we had done OLCI and were connecting to VS020 and could we check bags through to Heathrow. It took some time and 3 members of check in staff to try and sort out but in the end “computer said no” so we were told that on arrival at San Francisco would need to collect bags and re-check with Virgin Atlantic. Should not be a problem as we had plenty of time at San Francisco. Headed through security which was busy and then went for some breakfast. Boarding was due at 1030 so we headed to the Gate at about 1015. Boarding was quick and easy with the aircraft being only about half full. The aircraft was a fairly new Airbus A320 and the in flight entertainment system “RED” was on when we boarded (unlike V-Port) and I was impressed with the system, although travelling in Main Cabin you have to pay for headphones and premium TV/films. (I think it’s free in first / Main Cabin select). As it was only a short flight all I wanted to use was the “sky map” to see where we were going. To me this is a big improvement to the one on V-Port and was available throughout the whole flight (including after landing). Pushed back from the Gate a few minutes early and take off was at 1110. Flight time was only just over an hour. The “RED” system lets you select a choice of food and drinks and similar to on line shopping, once your “cart” is complete you hit the order button (and pay with your credit card if necessary). Very shortly our drinks were delivered to our seats. Arrival at San Francisco was on time and after disembarking from the aircraft the fun began.
We headed to the baggage collection hall and waited for our baggage. We had checked 2 bags, 1 arrived fairly quickly, but we waited and waited for the other but it never arrived and the carousel shut down. Panic set in at this stage! We went to find some Virgin America staff for assistance. We found a little office and explained the situation that we had checked in at Vegas and were heading for Heathrow. They wanted all the ticket details and boarding passes to check the details on the computer. Then came the question “and what does the bag look like Sir?” at that point we spotted a case behind the desk that looked very familiar, “just like that one!” I replied. We were then questioned about the contents of our bag and where we had been. Listed all the presents & souvenirs we had bought during the past few days. Eventually they agreed it was our bag and we could take it. It transpired that at Vegas the check in staff had put the wrong tag on the bag, it was in someone else’s name and had made the earlier flight VX903! Luckily it had got to San Francisco although not on our flight but could have ended up anywhere! I was under the impression that passengers and luggage had to be on the same flight for security reasons, but obviously not in this case. I will be sending a suitable worded letter to Virgin America letting them know what I think.
While the onboard experience was good the Ground Staff need to up their game as there are plenty of other Airlines to choose for Internal flights within America.

A poor ground experience by the team at Virgin America. Do share with us how you get along but you are right to let them know how you feel.

Thanks

Jon

A bit of a nightmare with th baggage!! Perhaps that's why most Americans prefer to take their 'huge' carry on cases!

RED is great isn't it? I love the food & drink ordering service - very quick!

Cal346 wrote:A bit of a nightmare with th baggage!! Perhaps that's why most Americans prefer to take their 'huge' carry on cases!

You're not wrong...when you get hit with one of those beauties it takes a while to recover
Thanks for your TR....shame about the baggage, always a worry!

Thanks once again

The ever present nightmare of loosing the cases on the leg up to your Transatlantic return, but thank goodness it was resolved just in time

buns

Thank you for the TR, shame about the baggage problem.

I did Virgin America from SFO to LAS last year and was highly impressed with food and drink ordering service and also how good their 'budget' airline service is compared to say Ryanair and Monarch.

Sorry to hear your problems with your cases, but glad it was all resolved in time.

Shame your flight was spoilt by the baggage ordeal, I never have the chance to fly vx they never fly at the right times for me, I'm flying delta domestic first on friday as my aa flight got canceled, wish it had been vx though!

Cheers

Alex

Thanks for the TR Robin, good to hear VX is still good in the air. I fly with them regularly and they are generally well run and efficient, so you must have been unlucky to get a dimwit at Vegas.

Cheers

Martin

Thanks for all your comments. I've emailed Virgin America & they should reply in 14 days.
Although we had problems, I think they still have a good product - much better than some of the other airlines I've flown with.

Robin.