A personal touch makes all the difference

When I arrive at my favourite hotel I am greeted by name and made to feel special. As I go to pick up my car from the hire desk they swipe my card and make a fuss when I am a top tier member. I get home and go to the newsagent and he greets me by my first name and tells me the village gossip. As I leave for another flight my taxi firm asks me if I want the same driver and how my family are.....You get the theme here? All of this locks my loyalty into these service providers yet costs nothing to provide. However I get on any Virgin flight and get onto the plane and settle down into my lovely Upper Class seat and nothing. Not a Hello and welcome back or how are you sir thanks for flying with us again. As a gold card holder I think I am fairly undemanding in my requirements. It just consistently amazes me how such a cool airline as Virgin with so many bells and whistles simply dont get this one little thing right that costs nothing but makes anyone and everyone feel like they belong to the right club. Does anyone else never get a personal greeting or is just me?

MilanM

[honey lamb]

This is a subject that has been discussed on and off, especially in the trip reports. The consensus is that it makes a huge difference on all the trips and that generally speaking it is the FSM taking the lead which helps to add the personal touches. Like you, I have at times been disappointed by the lack of acknowledgement as a gold card holder, but I have also had some memorable moments thanks to dedicated staff.

In my last few flights I have been greeted by the FSM during the flight and on a notable one the FSM was at the door at both the beginning and end of the flight to greet us and then bid us farewell. Being addressed by name is another positive, which as you rightly say, isn't rocket science. Some crew have it in spades but other times the service is definitely lacklustre

I looked back through my trip reports a little while back as was surprised to realise that in the earliest I clearly stated that I don't think it's very important to have an FSM greeting, but that it's nice that so many of them do it.

Now I'd actively mark the crew down if it didn't happen, because I haven't had that greeting in yonks (and I'm sitting waiting to get on my eighth VS flight since Christmas - not had it on any of the other six that were in UC), and I've realised exactly how valued it used to make me feel.

I assume it's a personal thing that some FSMs started doing and it sort of caught on with others, but I think it should absolutely be a mandated part of their duties. It's a tiny thing, and even on a full flight it doesn't take that long.

And I don't count this thing some of them have started doing of introducing themselves while coming round with the amenity basket - you don't get a greeting by name in that circumstance, and certainly no recognition of your Gold status.

[HighFlyer]

I agree with you Jon, and this was a subject brought up on our flight to Shanghai with some of the crew. A reason touted for crew specifically not offering a 'welcome back' to Au card holders was the number that have been given the card through a promo, so may not have flown VS before, despite looking like a frequent flyer. AmEx Centurion in the US are giving Au to all cardholders, so that makes some sense i guess, though that is separate to simply welcoming people aboard and greeting them by name.

Here at the Landmark Mandarin Oriental, our maid addressed me by name when she left our room after doing the turndown yesterday (we had just returned to the room as she was leaving). Our room is booked in Richards name, not mine (though i am registered as the second guest) so i was impressed that she knew who i was. Its a simple gesture that is very welcoming, it shows the staff have taken an interest in their guests. I really wish more VS FSM's would take the trouble to read the manifest and at least greet the FC Au's and Ag's on board by name. There are rarely that many on board and it really adds some value.

Thanks,
Sarah

[fozzyo]

A fabulous New Yorker friend who I used to work with told me a fantastic story about the difference in service between the newsagent outside the office and one next to the apartment block of a friend he was visiting in NY.

He'd been buying the same packet of cigarettes from the newsagent by the office every morning for about four years. Each morning he still had to ask for them specifically. He visited a friend in NY, on the 3rd day he walked in, and then as before he could say anything the packet of cigarettes were waiting for him on the counter.

Its sad that the small service levels that make the biggest difference in our perception of a company, the ones that cost nothing or next to nothing, are the ones that VS consistently screw up or ignore. Its quite sad really.

There have been notable exceptions of course, I remember a story from mitchja travelling in Economy and the FSM bringing him a glass of champers and some chocolates to welcome him aboard again.

Mat

What information does get passed to the crew about you then? FC status obviously, but do they see TPs, miles, recent flights, or anything else?

[mitchja]

I beleive all the crew see is the pax list which has your FC # next to your name. Sometimes all the 009's (AU's) are highlighted as I've seen a big G next to my name a couple of times. They also hightlight VS staff as well.

I think J has a seperate pax list though to W and Y which I think are together on another list, hence the reson why AU's are often over-looked when flying W and Y as I beleive it's only the FSM and CSS's that use these lists. I would say most of the crew are probably unaware of your FC status.

Although saying that as pervioulsy mentioned, I have received several welcomes/perks when flying in W and Y being AU. Not on every flight by any means though.

I've had champers and a snack plate once in Y and once in W and a personal invite to the J bar by the FSM whilst been in W on another flight.

Regards

[buns]

I can only echo what Highflyer has said, Hotels in SE Asia have cracked it, as have Cruise lines and on my recent travels with SQ, i was referred to by name throughout the journey.

Customer impressions can only be enhanced by this small gesture and even if it is the case that the FSM is otherwise engaged, other crew members can be tasked to 'make it feel special' as through this repeat business will inevitably ensue

buns

MAXjet used to be amazing with regular flyers. They were, however, a small carrier and so the personal touch was much easier. VS is probably a bit too big now to be that personal. For the cabin staff - yes, it would be nice to talk to pax by name, but they have a huge amount of work to be doing as well as doing the whole American fake smile thing (think Toy Story 2). Also - on a recent VS flight where the cabin crew were incredibly friendly - I witness a (British) passenger getting extremely hot under the collar because the crew had accidently pronounced his name wrong. So .... why should they set themselves up for this kind of abuse? All seems a bit silly to me!

Originally posted by HighFlyer
our maid addressed me by name when she left our room after doing the turndown yesterday

Your Christian name, my Lady? If so, I hope you brought her down a peg or two. Cheeky charwoman...

GJ

[Decker]

Air New Zealand make a point of addressing you by name on intro and coming round thanking you for flying with them (again by name) if flying in Business Premier (their UC). So far (8 legs in three months) I _think_ it has been consistent.

[Decker]

and to go OT wouldn't 'gret' be so much nicer than 'greeted'... sometimes English annoys me.

Personal touches make all the difference in any industry, but particularly in the airline industry where the price is high and you should expect something a bit special.
I've been brought hot chocolate, chocolate, cake from J when seated in W before which certainly, although only a small gesture, increased my 'end-of-flight-satisfaction.'
On my last flight in Feb I was greeted by the FSM. It was about four hours into the flight which is probably better than right at the beginning because he/she can spend more time with each passenger.

And on the greeted vs. gret subject, I think that while greeted is clumsy, gret just sounds ugly.

Originally posted by VS045
And on the greeted vs. gret subject, I think that while greeted is clumsy, gret just sounds ugly.

Not to mention, this would mean 'greeters' would now be 'gretas,' meaning everyone issuing a welcome would need to wear plaited braids and a dirndl.

GJ

I fail to see why this should be a mandatory service. If it was mandatory it would stop being special. Why would you want a personal greeting that involved someone saying 'Thanks for flying with us' when you knew it was being forced? The fact that the type of people that work for VS liked to take a moment and say 'Thanks alot' is what makes it a nice thing. It shows the quality of the people onboard. Because of things like this there are crew that don't like to deviate at all from the service flow, even if it would make the service better because if you do it on one flight then passengers want it on every flight. Suddenly people are thinking it should be 'mandatory' to do it this way or that way.

In fairness though, I am sure alot of FSM's would like to come around personally, but to get the paperwork onboard, doors closed, and safety checks done before takeoff they just don't have time. After takeoff they roll right into the service flows sometimes because alot of passengers want to be eating before the seatbelt sign is even off.

[HighFlyer]

GalleyGuy,

I totally appreciate your perspective, and yes, if a greeting is mandatory then it does lose its appeal, i guess the main argument from my own personal viewpoint is that i have seen the service and offerings onboard deteriorate over the past few years, usually with ridiculous examples such as not receiving my first meal choice or having disinterested staff. At times like this a welcoming, interested FSM who takes time to speak to you and opens a genuine feedback avenue for the flight can really make a difference. As a passenger, i dont really care about paperwork formalities, i appreciate it needs doing but feel that having my needs as a passenger taken care of are paramount. It costs nothing and adds very little time to the schedule to learn the surnames of a number of passengers and make them genuinely feel welcome - and in return i am more likely to overlook any mishaps or inconveniences on board. Purely my $0.02 ...

Thanks,
Sarah

Highflyer,

I understand exactly why you feel that way and understand what you mean. I am just trying to show you the other side of the fence. If the paperwork is not onboard on time then the flight goes late. Big problem for some people. I do understand that as a passenger it is good to feel valued. I appreciate FSM's that introduce themselves. I just mean that if it is being forced, it becomes more like one of the takeoff PA's. Lol. At the end of the day if your paying for Upper Class, your paying for the seat and the meals. The personalities you have on the day are luck of the draw, but I appreciate that if I spent three times or more than the price of economy, I would like the crew to know my name. Fingers crossed. I DO like hearing these things cause I think it will make me a better crew member.

Originally posted by mitchja
I beleive all the crew see is the pax list which has your FC # next to your name. Sometimes all the 009's (AU's) are highlighted as I've seen a big G next to my name a couple of times. They also hightlight VS staff as well.

I have seen this on the Y list as well. Being a lowest of the low red car holder I was shocked to see my name highlighted on the Y pax list in the galley and then have a member of crew comment to me how great it was to see FC members on the flight. I have to admit out of all the times I have seen the list I have only seen my name highlighted once so maybe it was down to the particular CSS in the Y cabin??!?

I can understand where Galleyguy is coming from. But if I was gold (taking into account the amount of business I was giving VS) I would really expect it.

Galley Guy

I also understand where your coming from but I have used BA over the last few months and the service has been consistent throughout, OK it may be perceived by some that its repetitive but at least it felt personal as the CSD made a point of introducing him/herself on every flight. Flying VS the service was inconsistent and really depended on the crew, IMHO thats wrong, we should all be treated the same on every flight irrespective of route and crew. Saying that I cant wait to start flying VS again I just hope things are not going downhill (Food etc).

Regards

Neil

I do think it is a personal touch to use your name, but if i remember correctly i neve got to see a names list til after everyone was seated and all drinks introductions had been completed by then!! But that's not to say the crew shouldn't then use your name in future services on the flight.

Unless of course you are blessed with an unpronounceable name!!! I never even used to attempt it.

Well if BA does it and it still makes passengers feel valued then I guess it really is not a bad idea.

Galley Guy

I don't really see the mandatory argument in this case. Some things in life are mandatory for any company and good service in an industry where service is huge has to mandatory. I want to feel that my loyalty is appreciated and there is no point in giving me top tier status if that is not backed up with a little personal touch. I know where you are coming from GG but as flying fox says other airlines get this right and when I fly with BA as a top tier they always make a fuss. I really love Virgin and buy into the whole thing I just think they get so much right why let something so easy to do let slip. Just to add to the flames I also think that onboard treatments should be given as a priority to gold car passengers (just a thought). Greet by name and then give me a head and neck massage and I am yours for life!
Regards
MM

I'm thinking of starting up a new service at the departure gate. If you give me your name in advance, for £100, I will ensure that I welcome you personally by name.

Who's first?

Haha! Well if you guys think its right then its right. I think Gold Carders should get some level of priority, but think of the poor people that save up ages to fly Upper. The gold card holders are there constantly, the poor one offers would get pushed to the side and never get treatments.

Responding to someone elses comment about being highlighted on the PAX MAN in Y, its not that uncommon. Alot of times on quieter flights I rush the Upper Class galley and knick a few pieces of chocolate and flutes of champagne for the golds flying in Y.

[Darren Wheeler]

The one thing that puzzles me is, why VS giving away Gold as a promo? Surely that degrades the whole point of Gold - something you earn through loyalty and (lots of) repeat custom. To just give it away like a Red seems a bit of a slap to those who earn it.

OK, giving away Silver only realy gets you access to the PE check-in desk so is more suitable for promo. Gold gives, IMHO, hell of a lot more to you. CH access alone, never mind Revivals, is a very nice perk.