Just want to be loved.....

I have posted on this before but really give up with Virgin on making customers feel loved. I as many here do fly all over the world on business and pleasure. I simply do not understand as a gold card holder why I receive no recognition from any of the crew on any trips. I have flown on various routes and not once has anyone gone out of their way to say hello or welcome back etc....It's such a silly error. If I book into any hotel or use any car hire service they treat me like a long lost brother but not if I fly with Virgin. In times like these small things make all the difference and as it costs nothing for the FSM to make the effort to welcome FF it seems such a stupid thing for Virgin to miss. I have just flown to Dubai with my family and would have loved the FSM to make a fuss and say hello to my boys etc instead they had no clue I fly every two weeks in upper with Virgin...why not? When I arrived the hotel staff where I stay once a year greeted me as if I was their long lost son. Anyone else feel this and what else could Virgin do that costs very little and makes you feel in love with the brand?

[preiffer]

Errr - one thing (it's been mentioned before).

Nowadays, there are quite a few gold card holders out there who have NEVER stepped foot on a VS plane before. It's unfortunate, but the assumption to 'welcome back' may no longer be a safe one...

Do VS score their pax like BA do with their CIV rating?

[preiffer]

Yes, but in a slightly different way. You'll know if you've hit certain thresholds.

[Nottingham Nick]

It isn't universal. I have been visited in PE twice out of my last four flights by the FSM, and thanked for being gold.

I agree it should be done more often. It doesn't cost anything and is really appreciated.

Nick

I had quite a contrast on a recent trip to Dubai (PE)...

On the outbound flight, the non-flying club members were singled out and encouraged to sign up! Nothing for existing members [?]

On the return, I was personally welcomed back, offered a drink from the Upper Class bar, and generally treated like a king for the whole flight [y]

If only all flights were like the 2nd!

Surely if it happened on every flight it would become tiresome and feel like the crew are going through the montions just because ...
With the way it is now if you get welcomed at least you know they really mean it!

I have been crew with Virgin for over 13 years and a FSM for 3 years now, so here is how I see it from a crew point of view.

The crew do not know the details or status of any pax until the final manifest is handed over to the FSM at door closure, so on boarding you will not be welcomed back by the crew as they have no details on you!!

Inflight ALL FSM's are required to do what we call a 'walkaround' and personally speak to ALL upper class pax, not just gold card holders.
However this concept was 1st introduced when the J cabin was alot smaller. Now with a max of 54 J onboard it could take so time to speak to everyone.
The FSM also now has to give out the extra amenities as no IFBT onboard, then help the J crew as we lost a senior CCM who was never replaced. So it comes down to man power.

I used to speak to ALL J pax, however it got to the stage my services were needed elsewhere onboard, remember we are in charge of the whole aircraft. We can have up to 455 pax, 16 crew and 3 pilots to look after not just Gold holders!!
As this was getting impossible to do onboard, I decided to just do a into for Gold holders, however so many Gold holder I spoke to were clearly not interested in a personal welcome. Some Gold holders were very rude to me, saying they have heard it all before and one man even putting his hands up my face and telling me to speak to someone else how cared to listen to me!!
So I got to the stage why bother!?! I know 90% of other FSM's feel the same as me with similar experiences.

I'm not saying ALL gold holder are like this, however some people spoil it for everyone else!

I do understand what you are saying VSCSS but don't let the ignorant few spoil it for others.

As the majority of my trips are to MCO, I have found that the FSM has visited me personally most of the time but appreciate that's because it's a small UC cabin. However, on our last trip in PE our status was also recognised and on my one journey in economy over the last few years I was also brought Champagne before take off.

MCO airport trialled a service from the Delta lounge a year or so ago whereby staff escorted UC passengers to the gate. I thought it was a lovely touch and although didn't think it was necessary I thanked the staff member. She did tell me that some passengers had been very rude and refused her services as in their words 'I'm not stupid and can find my own way there'.

With incidents like that I'm not surprised it never happened again.

Jilly

quote:Originally posted by preiffer
Nowadays, there are quite a few gold card holders out there who have NEVER stepped foot on a VS plane before. It's unfortunate, but the assumption to 'welcome back' may no longer be a safe one...


Excuse the ignorance, but how does that work? I imagine some form of 'bought status'?

[Nottingham Nick]

Thanks for that perspective, vscss. [y][y]

It just goes to show that when you are dealing with people, there will always be those who think they are better than everyone else. [n]

It wouldn't surprise me in the slightest if the 'person' who put his hands up to your face, would have been the one who would whine to SRB's office if you hadn't included the walk around. [n]

There are many situations that are classed as 'no win' when you deal with Joe Public. [B)]

Nick

[Nottingham Nick]

quote:Originally posted by northernhenry
Excuse the ignorance, but how does that work? I imagine some form of 'bought status'?

US Amex Centurion card holders are given 'complimentary' VS gold, and I believe UK ones may soon follow? [?]

Nick

Thank you for that very interesting insight of how it is from the other side vscss [y]

It really is a two way street.

I must say that I often sat in the lounges or J cabin of either VS or BA appalled at the behaviour & attitude of the Òregular travellersÓ sporting their status cards on their bags.

It really doesn't take much to be pleasant or to say thank you. But I often see when a menu is offered or a meal / drink is delivered in the clubhouse, the passenger's response is nothing more than a grunt [V]

It can't be easy for the crew to deal with some of the passengers & I can only imagine that it must be so disheartening to get attitude from someone, who you are trying to make feel welcome & special.

I do admire you all for the job you do. I for one could never work in a customer service roll, as I know that sooner or later I'd drag someone over a counter, for the way they spoke to me.

[Decker]

Yep the new Centurion rollout in the UK now includes VS Au status.

quote:Originally posted by Decker
Yep the new Centurion rollout in the UK now includes VS Au status.


Given the increase in price (£650 to £1,800), there won't be as many UK Centurion holders to use VS Au

[RichardMannion]

Interesting perspective:

- a sharp-eyed member of crew could surely spot the 00900 status on the boarding card? BA manage this.
- Fully understand that you may get some rude passengers, but I doubt that is the norm. It's almost like saying we have some passengers that don't eat the food onboard, so why should we do the meal service?
- Kered, know what you mean. There are some fools out there. Costs nothing to say thank you etc.

Thanks for the insight vscss, it is always good to get the crews view on things.

However please do not take this the wrong way but working with the public is always going to be difficult, however your comment that you and 90% of FSM do not bother because people have been rude to you, what if your crew took that attitude on the flight with 'difficult' passengers? I am sure something would be said? Or VS wouldn't have any passengers.

I know pax/clients are not always right, but if I stopped giving my clients the customer service they expect becuase they were rude (some can be very!) well my boss would have something to say.

Just because some gold card holders do not like it really isn't a reason to stop. I do appreciate that you have a lot on your plate with looking after all pax on board, but it is appreciated when you take the time out to say hello and thank you for flying again!

Please don't all jump on me for this, just playing devils advocate!

DMB

very variable. Japanese crew on Tokyo have always welcomed me. Don't really mind though - in general still think cabin crew are great company.

quote:Originally posted by preiffer
Yes, but in a slightly different way. You'll know if you've hit certain thresholds.



I assume this must be at a very high threshold. I have earnt 190 TPs within the last 6 months (all VS flights). The only threshold I have hit was at 40 when I qualified for Au. The 150TPs after that havent hit any other threshold.

Perhaps these thresholds change depending upon how may frequent fliers they have - that is if lots of people hit the threshold they move up the threshold?