This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
I usually fly between the US & the UK about 10 times a year (having moved here about 2 years ago). Chicago is my airport of choice as it provides good connections with my smaller hometown airport & I was excited when Virgin announced their service. It has been about 4 months since I last flew Virgin (via New York) & so was looking forward to seeing what their operation was like from Chicago. Was a bit concerned after reading a few negative things & obviously would have preferred V:Port - but knew there was no chance - so had already resigned myself to non-demand!
Now I should add here that I am a huge fan of Virgin. But I am also a big fan (in fact I am a gold card holder) with BA. I love things about both. I refuse point blank to ever fly with any of the American airlines long-haul as they are all universally bad & I have a campaign to get more Americans to try BA/VS (they hardly ever go back) - so far have converted 3 - just a few million to go!!![:D]
Anyway - sorry for the background ramble - back to the main event.
So I arrive at Chicago some 5 hours before my flight (couldn't get a better connecting flight) & Virgin's check-in isn't open (in fact they haven't even put the sign's up as apparently they have a temporary check-in at the moment. So I go to the food hall and grab some snacks & catch-up on some work (as a point of information Chicago is one of the worst airports for facilities & I would warn anyone to come prepared with a good book & remember to buy duty-free etc (in fact buy anything you want) before security as afterwards there is NOTHING[n].
Check-in finally opened at 2:30pm & the upper class line was completely empty so check-in was both quick & easy. The staff were great - friendly & helpful (told me there was no food in lounge due to catering problems & to eat before hand) gave me my favorite seat on the A340 (3K) and my lounge invitation with instructions. Now I know many people have had issues here with the check-in staff (see comment below as well) - but I thought they were brilliant - as good as Virgin check-in anywhere. Then I had to navigate the nightmare that is US security (I agree they need a fast-track lane) and headed to the lounge.
The lady on duty was very friendly & helpful & explained the (albeit limited) facilitates. The lounge was very comfortable & fairly stylish. There were UK newspapers, plenty of nice drinks (no champagne though) and some crisps/nuts etc. As I had been warned there was no food wasn't an issue - although a shame they don't have wi-fi & word of warning there is no mobile reception in there - you have to go outside. I actually left the lounge before the call to board - but I know there was one & the lady was super efficient.
Boarding again was a breeze. They managed to remember the priority boarding sign & after kids/disabled were loaded we were called forward & handled quickly. Once on-board the crew actually took me to my seat (haven't had that for a while) helped me put up my bag (I am only 32 - but must have looked like I needed help!) and instantly got me a newspaper and glass of something bubbly[:D].
Kits, menus and duvets etc were already at seat & a sleep suite was duly handed out. Within about 2 minutes I was asked if I wanted more champagne (which I obviously accepted) and asked if I had flown before with Virgin & offered a seat demonstration (which I declined having flown about 15 times). The IFBT came round & we had a bit of banter & I asked for a healing hands (as everyone else asked for back in the clouds). Upper class was all but full (about 2 seats free) which was slightly surprising as the day before online had showed about 60% full (must have been a few operational upgrades). It was then push-back time & take-off.
Straight after take-off (which was effortless with little queuing vs New York) the crew came along to apologize that the menu handed out was the new menu, but they had loaded the old menu[:?]. Anyway they were fairly similar so not an issue. I placed my order (and handed in my breakfast order) & got a top up of champagne. They also came round with hot towels etc.
The CSD then came round & introduced herself & also asked me about my experience at Chicago. Apparently many people had had problems & they have ongoing issues. I had just heard her speaking to the guy next door who if you had heard him complaining you would have thought the world was against him & Virgin had dragged him outside & repeatedly beaten him. In actuality it seems they had told him his luggage was too heavy. Anyway I overheard that he was given 5,000 bonus miles to apologize & I was tempted to make up a story for the bonus miles - but thought better of it. I was honest & explained I had had a great experience. She seemed much relived & said it was good to hear. They also came round with the extra amenity items & I stocked up.
Crew were not only super friendly but also super efficient. The IFE was turned on (I chose to watch shooter I think - pretty standard Hollywood fare) and the crew came round and laid the table etc. Wine was very nice (although the Chardonnay was different to what advertised) and the rolls were great. I had a salad to start which was perfectly pleasant followed by steak. The steak was not nice at all & the veg was barely warm. This was followed by some warm chocolate tart that wasn't cooked properly & so was cold in the center. I wasn't that hungry & am trying to watch my weight - so wasn't too bothered. I did opt for the cheese and biscuits & port etc - and ended with a tea. All in all was fairly disappointed with the food - it wasn't hot & the steak was not good at all. But the service was so good & the crew so friendly it really didn't matter (the fact that wine kept getting topped up helped a lot).
I was surprised there was no 'lighter bites' or in-between meal options in the menu. This was an 8 hour flight - where was the choice & something to eat mid-flight? I didn't even see snacks or sandwiches available mid-flight. Is the menu really a 'freedom' menu if they don't offer anything other than the main meals?? BA's club kitchen is much better than their previous raid the larder & I worry that if this new menus is the future for Virgin they lose vs BA on this area.
After the meal the lights were dimmed & I watched the end of the movie. I didn't really feel tired so headed upto the bar. Had a great time yet again & ended up eating strawberries & drinking far too much champagne for about 2 hours. The crew were great again - I don't know how they manage to stay friendly & interested in what must be very boring conversations!!! Anyway finally crawled back to my seat (which had been made for me whilst at the bar without even having to ask - another great touch) & drifted off.
When I woke-up we only had about an hour and twenty minutes to go. My breakfast was delivered & was fairly edible (bacon sandwich was horrible though) and had several cup's of tea. Got changed & ready to land. We were delayed about 15 minutes & finally descended into London.
I was slightly frustrated that I hadn't been offered a treatment. I was up for all but 2 hours of the flight & only ever saw TWO people being treated. I deliberately requested a treatment that was different & still no treatment. The IFBT was lovely - but what did she do for the rest of the flight? I didn't even get offered a priority card for next time! This is now the 5th flight this has happened & it just annoys me. Don't promise something you can't deliver. If this is a service you offer - offer it. At least give out priority cards. I may be missing something here - so if you are a an IFBT please feel free to abuse/correct me - but every flight I have been on lately the IFBT has managed to get through about 5 people.[n]
Anyway that moan aside - I got through security quickly & headed to the revivals lounge. Had a great shower & changed & had a great breakfast. Again really nice virgin service - makes a nice difference from BA to actually be served & the food choices were great (fresh smoothies etc). Left feeling very refreshed.
All in all an awesome flight, let down only by the (minor issues of) food & IFBT. I have to say the crew were one of the best crew I have EVER had on any airline ever. I wished I had taken down their names as they really made the flight effortless.
Now that I have flown Virgin again what are my observations vs BA? I flew BA's new club world a couple of times in May & it is a big improvement. Their first class lounge is also great. The food on-board BA has got a lot better & was better than Virgin's on this flight (although you don't get the freedom menu - although as per above their wasn't really any freedom on this flight). BA's service is always 'professional' sometimes friendly, but never poor in my experience. Virgin's can vary from awesome (as per my flight) to bad and even downright dreadful (only once ever I have experienced that) and whilst I prefer Virgin's friendly approach - I like BA's reliability. Net, Virgin have a better bed, I like the Bar and are cooler - but BA are very, very close. It is always hard & BA have caught up with Virgin more - although if I had to make one choice for the rest of my life - it would probably be virgin.
I head back on Monday so will write up that flight then. Hope you enjoyed this.
