VS901 NRT-LHR 10 Apr 07 (Upper)

[Decker]

This is a Trip Report from the Upper Class cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

An early start predicated by the desire of everybody other than Decker to ensure that they arrive early rather than risk being late. So at 06:40 the five returnees (Decker, LRom, LSoM, MitchJA and Mrs D) bad a sad farewell to the hotel that had served them so well over this extended Easter break. With customary exemplary service we were shown to the taxi and a minimum fare ride later were at Tokyo Railway Station. The concierge had procured our tickets the night before so all we had to do was present at the appropriate queue on Platform 4. This is one of the things we love above Tokyo not only do the platforms clearly mark WHERE the carriage will be but they also have queue lines that are respected by all users. So we joined the queue for Car 6 and within 10 minutes were ensconced in our Green Car seats on the Narita Express.

The punctuality of trains and the general cleanliness and orderliness really make you wish that UK society were more like Japanese society. A nicety observed on one of our day trips was that as the conductor entered the carriage he bowed and that as he left he bowed. After only a few days in Japan bowing seems second nature and engenders mutual respect. The seats and leg room bring to mind a premium economy product and there is ample stowage space for luggage. An admirable feature is the Living Map at the front of the carriage. As this is a fixed journey it shows the route and surrounding area with a series of red LEDs showing where we are currently in the journey. Another LED shows the current time and a final LED shows the expected arrival time.

A short walk to the escalators and thence on to the ticket check and passport check required to enter the airport. Departures was on the 4th floor so we wound our way up and located the VS desks. There was a substantial queue already in place even though check in wasnt open yet. There was a line LABELLED PE/UC but this was so full that the Mannions couldnt see it being used properly but a an employee walked along the queue with a sign saying PE/UC and made Y pax move. This quickly weeded the queue leaving around 10 people then ourselves.

When check in did open they processed in a great way ALL check in counters were used to process the PE/UC pax with Economy held back.

Processing was quick and efficient although Lord and Lady got an economy agent who INSISTED on attaching a red must be at gate 30 minutes before departure to their hand luggage. They objected to this and were told it was standard practice. They explained that it was not and pointed to my bag which did not have one. Rather than arguing the agent simply said that hed have to check with his superior to ensure he wasnt making a mistake. The senior agent came over and reaffirmed that this WAS standard practice at NRT. However rather than create a scene the senior agent explained that whilst it WAS standard practice theyd make an exception in this case.

We then processed through XRays and immigration and walked to Gate 26 where the Club House is located. Walking in the desk dragon (inappropriate really as she was very sweet) took our invites and welcomed us to the Club House. Sitting down we were immediately approached by a server who brought towels for us and took drink and food orders. The menu whilst not as extensive as LHR was adequate and had a good mix of Western/Eastern dishes. The sausage and bacon butty comprised two half frankfurters wrapped in bacon in a roll with a side of tomato ketchup and this got the majority vote along with lattes.

Service was excellent at all times, attentive and courteous. The Club House itself is on the small side but adequate. There are no toilets within the lounge but there are some just opposite the Club House.

Boarding was called and we walked through the priority boarding down to find two air bridges in operation to G-VWKD. The flight then started as it would continue (in absolute 180o contrast to the outward bound leg) when the FSM (a gentleman with 18 years seniority) took our boarding cards and welcomed each of us by name. We all settled into our seats which had the Amenity pack pre loaded and sleep suits/drinks were handed out.

From hereon in the TR becomes boring as the flight ran like clockwork as a picture perfect demonstration of how UC should be. We ALL got our meal choices. We ALL got our treatments with the IFBT. We ALL experienced courteous attentive service throughout. V:Port was on more quickly than I have ever seen. The FSM was omnipresent in the cabin doing water/wine rounds and introducing himself to the pax individually. When Mrs D went back to check out loads (90%+ in Y and W, 70% in J) he was also working the Y cabin.

Normal service was provided by one of two FAs who were more attentive and more courteous than most CSSs let alone SCCs. The CSS was a bundle of joy and absolutely charming. She was actually an SCC working up for the first time. Both Japanese and European crew were fantastic. The toilets were kept spotless and in each toilet was a little origami crane created spontaneously by an FA. Chatting to the crew they ALL talked positively of the FSM as being a wonderful man to work for. The temptation to believe that this was all a little too convenient after our last trip became quite strong.

Following my usual recreational trip (eat/watch film/sit at bar) 5 hours in I went and sat at the bar where I was IMMEDIATELY looked after by an FA. At no time at the bar was I left to wait for more than 20 seconds before I was served. At one stage the FSM took over bar duties and naturally V-Flyer came up. Well he said, if youre with V-Flyer youll know Buns4VS It transpired that this was the FSM that Buns had recently nominated for a Heroes award for his incredibly professional service. Ironically I had said to Mrs D that I was going to nominate him for a Heroes award as he so OBVIOUSLY had the crew working efficiently. Amusing LRoM had said that the first FSM to greet him by name would be Heroes nominated so he should be racking up a stack!

He explained that the crew knew what was expected of them but it was obvious that he was old school and led by example. He didnt take any crew rest for the entire 12 hours but he insisted that his crew should. He helped out on the drinks service to free the CSS up for plating the food but he kept his eye on everything.

None of us can say enough about how good a flight this was and it was all down to the crew under a fantastic FSM.

Landed at Heathrow and a long walk to immigration. IRIS was a blessing as queues at passport control were out of control. All priority luggage came off quickly EXCEPT Mrs Ds which arrived after about 50 minutes. Leaving Mitchja to his transfer we headed back to chez Decker for Lord and Lady to collect their transport and then time to crack open a beer and chill.

All in all a FANTASTIC weekend away and one wed highly recommend to our fellow V-Flyers.

Thanks Decker.

There's a common phrase in business, about 'leading by example', and I would assume the same policy holds true at FL350. An FSM of such quality must surely instill a similar work ethic, and indeed job satisfaction, in their team.

[Nottingham Nick]

Welcome Home. [:D]

Great TR, it has the stamp of Decker all over it. [oo]

Glad your return was up to standard. We will be after all the details of Tokyo when we next meet up. [;)]

Nick

[buns]

Decker

A wonderful TR, that captures the entire experience.

Thank you for posting so quickly

As you have mentioned, I have encountered the FSM and can vouch for the fact that the service you all received is in keeping with my experience and not as a result of any comments here.


Buns


[^][^]

[honey lamb]

What a terrific TR and a terrific flight. A good FSM really makes all the difference

Originally posted by McCoy
Thanks Decker.

There's a common phrase in business, about 'leading by example', and I would assume the same policy holds true at FL350. An FSM of such quality must surely instill a similar work ethic, and indeed job satisfaction, in their team.

Indeed - leading by example is an oft forgotten activity, top marks to your FSM and really glad your return made up for the outward.

Do you think it's just possible that someone at VS read V-Flyer and substituted a crew ... [}:)][}:)][}:)]

[Scrooge]

Originally posted by McCoy
Thanks Decker.

There's a common phrase in business, about 'leading by example', and I would assume the same policy holds true at FL350. An FSM of such quality must surely instill a similar work ethic, and indeed job satisfaction, in their team.

Exactly and now with the [y] from a number of VF people and a pile of 'hero's' cards to his name who knows maybe VS will be smart ([?]) and sit down with this guy and ask him how he does things, maybe they could use him as an example to all FSM's.

BTW I also sent in a hero thing for our FSM in Dec, he was up and around the entire flight, I am now wondering if it was the same guy as you normally don't see this in a VS crew [:#]

[Neil]

Another superb TR, thanks very much Decker[y]. Glad you all had a fab time and that your flight home was much better than the outbound.

[HighFlyer]

Thanks for the recap Decker! I can only echo your coments in that we had a truly great flight. Everything went to plan, and I certainly left the plane after a 12 hour flight feeling relaxed and refreshed - that's the way it should be.

Thanks,
Sarah

Decker

Another cracking TR[y][y]

What a difference having a good FSM makes.

I too can say the FSM is the best I have ever come across and prompted Buns to nominate[:w]. It just shows what can be done.

No doubt, LRoM and LSoM will wish to have the said FSM for every subsequent flight and for assistance at check in given how the staff there do not know as much as LRoM [}:)][:D].

Mrs Buns

[RichardMannion]

Now I was asleep for a good 7-8 hours of the flight, but the service I did receive when I was awake was really great.

I know I must now go and do the Heroes nomination for the FSM as I said I would for the next FSM that greeted me properly. But at the same time, I must also do a nomination for the Japanese member of crew that was looking after us 5. It's a long time since I saw such a high level of service and overall accountability. To be fair, no member of the Japanese crew on either sector disappointed. They must put something in the water, or it is genuinely a cultural thing. It is almost like it is an honour for them to be working in UC, as they are accountable and effective. Silly things like remembering your name, your preferred drink, service without attitude. Brilliant.

A flawless flight, and a long time since I had one of those.

Thanks,
Richard

Another excellent TR Decker, I glad the return flight was up to standard thank you. [y]

Originally posted by Decker
We all settled into our seats which had the Amenity pack pre loaded

[:w]

Originally posted by Decker

He explained that the crew knew what was expected of them but it was obvious that he was old school and led by example. He didn't take any crew rest for the entire 12 hours but he insisted that his crew should. He helped out on the drinks service to free the CSS up for plating but he kept his eye on everything.

This is called LEADERSHIP. Pure and simple. He is a hero.

Welcome home -- I'm so excited to be seeing you, Mrs D, HighFlyer, LRoM, fozzyo and Wolves in June!

GJ

[Decker]

Feeling is mutual :>

I've often thought the same about VS... what a difference a great FSM makes.

All the best flights I've ever had, either the FSM or CSS has been the real diamond, and they set a shining example for the rest of the crew.

As for Asian crews, I've definitely found a cultural facet at work - there's a sense of pride about your work, period. I saw this on Gulf Air, among the Oriental crew members. They had a distinct sense of pride.

Anyone on this board work for someone like Toyota? You would know what I mean.

I'm really chuffed that the return trip was a significant improvement over the outbound, the 'special' VS that we love is alive and kicking!

But, it only highlights what screws VS over, which is a gaping gulf of inconsistency.

Thanks for the report, and good to hear your return sector was a better experience.

Mike

Originally posted by HighFlyer
I certainly left the plane after a 12 hour flight feeling relaxed and refreshed - that's the way it should be.

But that's the way you always are, m'Lady. And you forgot to add 'ravishing.' [^]

GJ

Originally posted by mike-smashing
But, it only highlights what screws VS over, which is a gaping gulf of inconsistency.

Truer words were never spoken -- or, erm, posted.

GJ

Thanks for another great TR. A fine example of how the U/C experience should be and the FSM really does sound like a true professional.

Welcome home all of you.

Iain

[Bazz]

Glad to here that the return was fully up to the standard one should be able to expect from UC. There can't be that many FSMs with that length of service, so I think I know the gentleman in question and he is superb and, as you say, well respected by his crews. Looking forward to reading Foz and Wolves TR now!

Delighted to hear this trip was the complete reverse of the outbound.

Thanks to Decker for confirming this was the same memorable FSM I had on a flight last year. He is an absolute credit to VS.

Thanks,

David.

[ChuckC]

What a fine report! Thank you, Decker, because I know you were likely a little tired after all the partying you must have 'endured' during the weekend.

You know how much I appreciate your excellent TRs, and this one did not disappoint.

Chuck-

Again, an excellent TR Decker, and what a contrast to the outbound flight.
Pleased it all ran like an efficient swiss clock. The difference a good FSM makes comes up time and again.
Hoping our return flight is just as good (Green Car tickets booked on the NEX already [:)])

Cheers!

Dean

A great TR Decker, thank you! It is good to hear that your rtn flight went like clock work!

Welcome home,

Dominic

Originally posted by ScroogeExactly and now with the [y] from a number of VF people and a pile of 'hero's' cards to his name who knows maybe VS will be smart ([?]) and sit down with this guy and ask him how he does things, maybe they could use him as an example to all FSM's.

BTW I also sent in a hero thing for our FSM in Dec, he was up and around the entire flight, I am now wondering if it was the same guy as you normally don't see this in a VS crew [:#]

I'm suddenly wondering if it was the same guy running the crew on my recent flight (on the same plane actually) with the 'Didn't get my meal choice' incident. He sounds very like in terms of his attention and involvement in what's happening on board. I'd be interested in knowing, so if one of you would PM me his name I might just add to his nominations - I was thinking about doing so anyway, and it sounds like he really deserves recognition.

[Decker]

Originally posted by Jon Morgan
I'm suddenly wondering if it was the same guy running the crew on my recent flight (on the same plane actually) with the 'Didn't get my meal choice' incident. He sounds very like in terms of his attention and involvement in what's happening on board. I'd be interested in knowing, so if one of you would PM me his name I might just add to his nominations - I was thinking about doing so anyway, and it sounds like he really deserves recognition.

Done [:)]