This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
Three of us arrived at IAD from Norfolk, VA (two by air and one by car) and settled ourselves in the Clubhouse. This was the first time I had been in the IAD Clubhouse since the makeover, and I have to say I didn't notice much of a difference! What had changed is that the CH rep was a nice lady in her 50s rather than the useless oxygen-thief who I have had the misfortune of dealing with in the past! I had upgraded to UC from PE by phone earlier in the week, but did not have the miles to bump up my (junior) colleague as well. (He took it rather well, I thought...) Our other colleague managed to get his office to pay! I explained that we were travelling together, and asked whether there was any chance of an op-up for my chum. The CH rep did her best but to no avail. C'est la vie!
After a few drinks and a few games on the PS2 (RAF airmen abroad - what else could we do?) the flight was called. Straight to the gate, priority boarding worked well, straight on to the aircraft. Left turn to seat 3K. A nice welcome from the CSS and Emily, the FA responsible for my side of the cabin. (Authority to use name given). The pax boarded quickly and we were able to push back 15 minutes early - a nice touch at this stage was the FSM coming on the intercom to thank everyone! We got away nicely and the cabin service started without fuss.
When the CSS had 5 minutes, I asked her whether she was aware of V-Flyer - she said that she had come across it recently and that she uses it in her pre-flight briefings as an example of how customers communicate and relate to the Virgin brand. Airlinequality.com was also one she was aware of.
I have to say that the service was outstanding for the entire flight. Emily was an absolute star and presented exactly the image SRB would wish of his brand. The CSS was amenable to me inviting my colleague in PE to the UC bar; as it turned out he was watching a film so he was happy where he was!
I was initially disappointed with the night flight menu, but I have to admit that I couldn't have been more wrong if I tried; the sweet chili chicken was smashing, and the portion was just right to help settle down for a good night's sleep! One to VS! Unfortunately, seat 3K had some real issues - the video was far too bright and almost unwatchable as a result, and the seat flatly refused to stay upright! Over a period of a few minutes the seat would slowly and almost imperceptably wind down to a slouch - not good for the digestion! Emily was immediately on hand and rebooted the seat's video system. When it came back online, it was no better so Emily whisked off to find the DVD list. When she returned and heard about the sitting position she offered me a change of seat, which I turned down as 3K seemed in a nice quiet zone. I later wished I had moved when the chap in 2K decided to ask for his meal 3 hours into the flight, when everyone else was trying to sleep! Emily did her best to keep him quiet but he seemed oblivious to the fact he was waking up all those around him.
I eventually got to sleep and was gently woken in time for breakfast - coffee, a bacon roll and sultana bran! A nice landing, and a quick taxi to the gate. I made sure I personally thanked Emily and the CSS for such excellent service, and let them know I would report the fact here.
Immigration was pretty standard (I used Fast track - three lines open) and the bags arrived after about 20 minutes' wait. Ours were late off as they had been transferred from United Express (Economy Plus).
All in all, an excellent flight, top-notch service with the whole experience let down only by the unserviceable seat.
Cheers
Tony
