V-Flyer

We arrived at the airport very early having flown up from Miami. The check-in started at 6pm prompt. There had been some issue and although we had checked in we could print passes but that was soon sorted. They were offering upgrades from PE to UC for 10,000 miles or $1500 dollars and a few must have taken them up on it as the cabin was full and a few had PE tags on their bags.

I think this was either my 12th or 14th UC flight since 2011- so not a really frequent flyer but often enough to know what to expect.

The lounge was quiet (it wasn’t being used by any other airlines). For the second time in a row in Boston there wasn’t any burger which given the lack of teen friendly food on the plane needs to be to sorted out. The Lounge has also moved to a full service, which is a pain as I prefer to make my own drinks (which I did but they were not happy) and after 2 weeks in the USA with constant waiter service helping yourself is a relief usually.

Boarding was called and they boarded UC first. There were 263 (? I thought they said 163 but I was corrected) on board plus 2 babies.

Well on the way out I commented that you can tell how good a crew will be within a few minutes. Bingo!- theory proved. There was only 1 person giving out drinks and so despite boarding early it took an age and only 1 drink each. 1 crew member was taking dinner orders. The other 2 were fussing around some chap who I presume was off duty crew as he went into the cockpit before take off and then after take off 1 crew member dedicated their time to showing him the plane features. 2 of the crew seemed to do all the work for the entire flight and they worked very hard, sadly neither was on our side of the plane.

As with the outbound there was some discussion about how the plane worked including VERA (or Vaira as pronounced by Richard Branson) ,which took a bit of discussion.

The glasses were not collected prior to take off (luckily this isn’t the BA board on Flyertalk or there would be consternation at that)

I assume the person in the brown shirt was the FSM. As far as I saw she didn’t enter the cabin at all except to walk through to the loo until we were getting ready to land.

I didn’t eat any food having eaten clam chowder and roast chicken in the lounge. Only 1 drink only was offered despite no-one in the cabin having bedded down. No cheese or port offered- the person who took the food orders pre take off had said they would do a port/cheese dessert service but didn't happen.

No-one offered to put my bed down (or any of my family).

The bar wasn’t manned and no snacks were put out. I went up and after several minutes of trying all the cupboards for chocolate a crew member came from PE.

So where were all the crew? Now we get to the big issue with the dreamliner in UC on night flights. The crew rest area is seemingly in front of 1A for the whole crew of the plane on a rotation . 4 hours of non- stop conversation (audible in 5a). Depending on who it was you could hear the entire conversation- it was 2AM- I wanted to sleep not hear the details of their private lives. I know the crew have a right to rest but the plane needs a better design for the crew rest area. Both times I went to the loo they were all occupied by crew as well. They entered up and down the A aisle, often leaving the curtain open as they all took rest. At 1 point I had to go and close it because whoever sits on the seat opposite the aisle potentially gives the passengers a rather stark view. The crew got their bags out of the overheads above 1A and 2A endlessly it seemed. Finally the piece de resistance, I assume it was the FSM got their bag out of a low locker opposite 1A, left the curtain open and gave us all a wonderful view of inserting their eye drops standing in the doorway between the cabin and the galley. Again I went and shut the curtain. There also seems to be a crew sleeping area behind the bulkhead but I think it was being used by off duty crew as they were in jeans and a shirt.

From what I could see the FSM stayed in the area chatting to the crew who came to sit down. Just prior to landing she went into the galley and announced to the crew (and the whole UC cabin) – ‘now seriously, be professional’. A bit late for that dear.

And later we all heard laughing and ‘I feel like I am losing the respect of my crew’ was shouted to the galley and again the cabin. My 17 year old son narrated the crew conversations as we drove into London-so it wasn’t just me who found it odd.

I felt like we were an inconvenience at a personal party. It is a fine line between the casual Virgin style and taking the proverbial.

As expected no-one offered to put the beds up. The poor crew member on the other side was working her socks off- again our side didn’t have any one at all. The rest of the crew were standing in the galley eating breakfast (which may well have been what they were allocated to be doing but it doesn’t look good when passengers are not even offered a drink or beds put away and crew are eating and drinking)

Again during landing we heard the crew ‘banter’ some of which was very derogatory about passengers and 1 comment about older passengers was shocking. I am really at a loss as to whether the crew are unaware that the passengers as far back as row 5 (and possibly further) can hear what they say and can see them.

We landed and sailed through immigration and got to the carousel just as the bags arrived. Revivals lounge for brekkie, quick facial and then into London for a family lunch. The sun is shining, my mood is lifting.

This TR mirrors my flight back from DC, such a shame!
I presume you're writing to Crawley towers? They appreciate all feedback!
D

That was appalling. Send this trip report to Crawley Towers.

Thanks. It was a shame as our outbound was the best flight we have ever had on Virgin.

Awful crew. They need retraining (as a minimum)


You really must complain to VS

I was on my iPad and then phone so actually recorded what they said word for word- I had put more quotes in the review but left them out.

Are the entire crew meant to rest 3 or 4 at a time on the seats in front of 1A? If so it is a very poor design. I did wonder if it was because the off duty crew were in the formal sleeping/resting area behind the bulkhead

Omg they definitely need reporting as they let the rest if us down!!!! No galley 1 is not a crew rest area. Please please write in about this

So disappointed to read your report. I do hope you get some feedback from Crawley Towers but even more than that I hope they make sure that this doesn't happen again !

I have never had a bad crew yet, hopefully the crew on the VS75 next Saturday will live up to my expectations. If I get this lot I will be more than unhappy.

What an awful experience, so very disappointing. Maybe you should mention to Crawley Towers that you have a recording of some of the conversations? Please let us know what VS have to say.

I didn't record them! I just noted down what was said as 1 comment was really appalling. I work in a very PC world (very) but it would have been a suspension and possibly dismissal if we said that about clients. I don't want to repeat it as it is very offensive about a sector of passengers.

I did get a random sample to do but they don have space for any comments.

Thanks for the TR Barnaby, and I'm sorry you had such an appalling flight. I'm sure you've already written to Crawley Towers but I would encourage you to email all the comments you noted, maybe even email Craig Kreeger direct. It needs to be reported as highly as possible to ensure something is done about it.

Thanks- our flight out really was the best one that we have ever had (we did have substantially the same crew there and back to Dubai once who were also great)

Please do report this. I personally would email Craig Kreeger and Reuben Arnold directly, I know they will certainly take your feedback seriously and please keep us posted on the response you receive.

Really sorry it was so disappointing, just terrible.

Jon

I meant the same crew each way to Dubai- not the same crew as on this flight.

Thanks for the TR. I'm sorry to hear you had such an awful flight.

Flying out next weekend BOS-LHR, looks like 789, and I would be quite a bit less patient than you if the same happened! Very curious to know what response you get from your missive to Crawley, and you might mention that you have posted your experience on V-Flyer and we await with bated breath the outcome. The VS flight out of BOS is at a less than convenient time (I thought I would grow to love it, I haven't) making the flight experience the ONLY reason to wait for it.

Wow! Now that sounds like an awful flight! This is what frustrates me about VS CC as one flight you will have the best, next could be this lot

I have experienced more bad than good but your CC outlive sent me over the edge...and on a overnighter...

What a truly awful flight, with appalling behaviour from the CC. As others have said, do make sure you write to Crawley Towers, and I'd probably go straight to the CEO in this case as I'm sure he would want to know about this.

I to was on the same flight in economy and it was the same with us, the crew was awful. In economy. Zero interreaction. With passengers, it was almost as it it was a burden to talk to us and smile. The CSM was none existent no thanks to frequent flyers or gold members over the PA. One of the worst crew I have has in 10 years of flying with virgin. Very poor indeed and on the new Dreamliner as well

I called on Saturday to chase the missing tier points an miles (still not arrived after 1 email and 1 call) . Customer services were closed- they took the details. I was under the impression I would get a call back on Monday but that hasn't happened. I am relogging it today but then I will just give up.

I know that Virgin know who I am as as after posting something on here before they contacted me (it was very big brother)

Robinhood- how awful.

It was a really odd flight. Your crew were probably up in the UC galley chatting as they were not the UC crew.

No reply fro Virgin and now 5 days since I raised a complaint so not holding out much hope.I sent them the link to this thread as well.

I have had a tweet from Virgin.It takes 14 days to reply to a complaint.

Barnaby100 wrote:I have had a tweet from Virgin.It takes 14 days to reply to a complaint.

Presumably, that means the target is to respond within 14 days. Unfortunately, like most SLAs, this will probably mean that you will get a response on the 14th day and not beofre.

Barnaby100 wrote:I have had a tweet from Virgin.It takes 14 days to reply to a complaint.

There are practicalities with this - especially with your complaint - that should be investigated properly.

They will want to speak to the crew on the flight. They may be overseas, or on holiday or not rostered to work and so difficult to contact.

This all takes time.