This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
quote:Originally posted by Lizz
she may have seemed rude but I would like to point out upper class pax are not usually the easist people to speak to.
She may have seemed rude? In my book, not to acknowledge passengers who are checking in IS rude regardless of the class of travel.
As for upper class passengers not being the easiest people to speak to, I'm somewhat taken aback by that generalisation and to be honest, a little offended by it. I fly in UC and I think I am easy to speak to and I try to be courteous and polite at all times.
she may have seemed rude but I would like to point out upper class pax are not usually the easist people to speak to.
She may have seemed rude? In my book, not to acknowledge passengers who are checking in IS rude regardless of the class of travel.
As for upper class passengers not being the easiest people to speak to, I'm somewhat taken aback by that generalisation and to be honest, a little offended by it. I fly in UC and I think I am easy to speak to and I try to be courteous and polite at all times.
There is a line from the 'Madness of King George' that seams applicable to staff.
The future George IV is complaining about the crowds and his mother (Queen Charlotte) smiles back at him and simply says :
'Smile and wave George, smile and wave, IT'S WHAT YOUR PAID FOR'
If you choose to work in a customer service industry then be prepared to provide customer service to a high standard.
The future George IV is complaining about the crowds and his mother (Queen Charlotte) smiles back at him and simply says :
'Smile and wave George, smile and wave, IT'S WHAT YOUR PAID FOR'
If you choose to work in a customer service industry then be prepared to provide customer service to a high standard.
Huzzah for International Jet-setting !
From a crew point of view there is only ever 1 scc alocated to the J cabin serving the 14 passengers, anyone else will be supervisors (FSM & CSS) or the galley operator who help out when not busy. If its full down the back then thats where they will be helping after the upper meal service is over. Cant comment on crew behaviour however some parents answer for childeren and dont like us asking childeren what they want as they will order stuff there not allowed crisps coke etc, so its not always easy getting the balance right.
quote:Originally posted by Lizz
you try telling that to 99% of staff that have to get up in the middle of the night 4/5 days a week to be greeted with the same problems everyday!
I shall say the same thing that my boss says when people moan at our work:
'If you don't like it, then leave, there are plenty of people out there who would snap my hand off if I offered them your job'
Something that has never been truer in this current climate.
It really is these agents, who 'couldn't care less what a pax has paid for a ticket' that wrongly over shadows the excellent staff that are employed by VS and genuinely do care about the pax, and the experience they have when travelling with VS, shame.
you try telling that to 99% of staff that have to get up in the middle of the night 4/5 days a week to be greeted with the same problems everyday!
I shall say the same thing that my boss says when people moan at our work:
'If you don't like it, then leave, there are plenty of people out there who would snap my hand off if I offered them your job'
Something that has never been truer in this current climate.
It really is these agents, who 'couldn't care less what a pax has paid for a ticket' that wrongly over shadows the excellent staff that are employed by VS and genuinely do care about the pax, and the experience they have when travelling with VS, shame.
quote:Originally posted by Lizz
you try telling that to 99% of staff that have to get up in the middle of the night 4/5 days a week to be greeted with the same problems everyday!
But that is NO excuse for treating paying pax badly. Would you like to be treated the same way when you fly that you and your colleagues apparently treat your passengers? I bet the answer is NO.
And, sorry, but to be very blunt your reponses seam to be symptomatic of the attitude of the check-in staff and cabin crew Mrs B complained about in the first place.
(edited bebause I pressed the wrong button!)
you try telling that to 99% of staff that have to get up in the middle of the night 4/5 days a week to be greeted with the same problems everyday!
But that is NO excuse for treating paying pax badly. Would you like to be treated the same way when you fly that you and your colleagues apparently treat your passengers? I bet the answer is NO.
And, sorry, but to be very blunt your reponses seam to be symptomatic of the attitude of the check-in staff and cabin crew Mrs B complained about in the first place.
(edited bebause I pressed the wrong button!)
Huzzah for International Jet-setting !
don't get me wrong and I would hope that anyone who checks in with me would say I was helpful and friendly I'm merely pointing out what other people think. I chose the job knowing I would have early starts and as much as I hate all the side effects of no sleep etc I get on with it because it is my job.
quote:Originally posted by Lizz
Last time I flew away I didn't have very nice check-in staff but I didn't mind so much because I half expected it.
Lizz,
While I have every sympathy with your disrupted sleep patterns caused by early morning shift work, (been there, seen it, done it [:)])the old maxim of 'the customer is always right' should still prevail. Everyone has a choice, employment-wise, and those who choose to be employed as check-in agents should at the very least be polite and courteous to ALL passengers with whom they come into contact.
Further, if you are prepared to put up with the sort of check-in staff you have described above, do you not think that you are just perpetuating the problem?
Please don't feel that you are being 'got at' by the posters here. As you linger longer on these fora, you'll find that good customer service is something that v-flyers expect.
Oh, BTW, welcome to v-flyer[:D]
Last time I flew away I didn't have very nice check-in staff but I didn't mind so much because I half expected it.
Lizz,
While I have every sympathy with your disrupted sleep patterns caused by early morning shift work, (been there, seen it, done it [:)])the old maxim of 'the customer is always right' should still prevail. Everyone has a choice, employment-wise, and those who choose to be employed as check-in agents should at the very least be polite and courteous to ALL passengers with whom they come into contact.
Further, if you are prepared to put up with the sort of check-in staff you have described above, do you not think that you are just perpetuating the problem?
Please don't feel that you are being 'got at' by the posters here. As you linger longer on these fora, you'll find that good customer service is something that v-flyers expect.
Oh, BTW, welcome to v-flyer[:D]
Thanks,
John.
John.
like I said I am always nice to people unless someone is really rude towards me about silly things and they won't listen to me, surely it's human nature to be irritated by this, although I do stay professional. The reason I joined this forum is because I like to see the feedback from passengers and if I see something they like I try and incoporate it into my day to day life at work.
It does annoy me when people I work with (and it is only a small majority of our virgin staff) that are rude towards people however I can see it from their point of view as well (not everyone can separate their work and personal life) and I do not see it as my place to tell them how to be with people.
and thanks for the welcome! I'm not here to stir trouble regardless of my posts!!
It does annoy me when people I work with (and it is only a small majority of our virgin staff) that are rude towards people however I can see it from their point of view as well (not everyone can separate their work and personal life) and I do not see it as my place to tell them how to be with people.
and thanks for the welcome! I'm not here to stir trouble regardless of my posts!!
quote:Originally posted by Lizz
okay I apologise for the genralisation, but in a year of checking in virgin I can count on one hand how many UC pax have been genuinly nice and interested in what I have to say.
You've not checked my wife & I in then, hopefully we'll meet on June 13th this year [y]
okay I apologise for the genralisation, but in a year of checking in virgin I can count on one hand how many UC pax have been genuinly nice and interested in what I have to say.
You've not checked my wife & I in then, hopefully we'll meet on June 13th this year [y]
quote:Originally posted by daywalker
quote:Originally posted by Lizz
okay I apologise for the genralisation, but in a year of checking in virgin I can count on one hand how many UC pax have been genuinly nice and interested in what I have to say.
You've not checked my wife & I in then, hopefully we'll meet on June 13th this year [y]
We're always nice too and you might see us on the 29th April.
quote:Originally posted by Lizz
okay I apologise for the genralisation, but in a year of checking in virgin I can count on one hand how many UC pax have been genuinly nice and interested in what I have to say.
You've not checked my wife & I in then, hopefully we'll meet on June 13th this year [y]
We're always nice too and you might see us on the 29th April.
Sorry to hear about your bad experiences. Clearly VS cant help the security situation (as its MAG staff) but it must be something VS have concerns over as it leaves a bad feeling about the overall VS flight experience.
I am not sure where I stand on the check in experience. I have experienced some really awful ground handling agents (as have most on these boards sadly), sometimes it seems like galley fm has been moved down to check in as well with the amount of gossiping going on, whilst serving passengers. Having said that, any sort of service industry job is not easy at all. Passengers have to remember that the agent could be having a bad day or have just dealt with a very nasty passenger. Equally agents must remember that the current passenger is not the nasty passenger they have just dealt with and that the passenger is excited about their holiday. It is a fine balance.
I have sadly heard similar types of comments from crew on the MCO flight, I think mine was 'god I need same valium to get me through this hell of a flight' said rather loudly down the back in Y. As with all jobs you get good and bad people at their job one just has to hope that the bad people don't turn you off the company too much. A letter to VS is a MUST.
I am not sure where I stand on the check in experience. I have experienced some really awful ground handling agents (as have most on these boards sadly), sometimes it seems like galley fm has been moved down to check in as well with the amount of gossiping going on, whilst serving passengers. Having said that, any sort of service industry job is not easy at all. Passengers have to remember that the agent could be having a bad day or have just dealt with a very nasty passenger. Equally agents must remember that the current passenger is not the nasty passenger they have just dealt with and that the passenger is excited about their holiday. It is a fine balance.
I have sadly heard similar types of comments from crew on the MCO flight, I think mine was 'god I need same valium to get me through this hell of a flight' said rather loudly down the back in Y. As with all jobs you get good and bad people at their job one just has to hope that the bad people don't turn you off the company too much. A letter to VS is a MUST.
Going back to the origianl report...
Sounds like VS management after reading this should install some 'secret shoppers' on a few MAN runs & report back with concise detail on Customer Service levels...?
Hopefully clarifying some of the 'ongoing concerns' noted by both PAX & Staff! which appear to be having a very adverse affect on the VS brand..
Sounds like VS management after reading this should install some 'secret shoppers' on a few MAN runs & report back with concise detail on Customer Service levels...?
Hopefully clarifying some of the 'ongoing concerns' noted by both PAX & Staff! which appear to be having a very adverse affect on the VS brand..
NH, Hobbit Land.
quote:Originally posted by Neil
I shall say the same thing that my boss says when people moan at our work:
'If you don't like it, then leave, there are plenty of people out there who would snap my hand off if I offered them your job'
Are McDonalds recruiting in Hull?
Here's hoping that we get a check-in agent who's had a decent night's sleep and doesn't feel too threatened by UC pax on our BGI trip next month...
I shall say the same thing that my boss says when people moan at our work:
'If you don't like it, then leave, there are plenty of people out there who would snap my hand off if I offered them your job'
Are McDonalds recruiting in Hull?
Here's hoping that we get a check-in agent who's had a decent night's sleep and doesn't feel too threatened by UC pax on our BGI trip next month...
I would just like to point out mdvipond that I am not 'threatened' by UC pax, just find alot of them rather arrogant.
Willd you are quite right, it's not easy, I can't be enthusiastic and bouncing off the walls 24/7 if anything else your going on holiday and I'm not!
and maz and daywalker, I'm glad to hear that you are nice people and if I happen to check you in you will (hopefully!) see I'm not rude at all and rather quite nice!
Willd you are quite right, it's not easy, I can't be enthusiastic and bouncing off the walls 24/7 if anything else your going on holiday and I'm not!
and maz and daywalker, I'm glad to hear that you are nice people and if I happen to check you in you will (hopefully!) see I'm not rude at all and rather quite nice!
quote:Originally posted by Lizz
I am not 'threatened' by UC pax, just find alot of them rather arrogant.
Quite right too, damn their hides! And don't even start me on those supercilious Au card holders, they're even worse! Someone should spit in their T10&Ts, I reckon; pesky good for nothing premium passengers think they're special 'cause they pay peoples' wages, who do they think they are, carrying on like they own the place, why I ought to (grumble to fade...)
[;)]
I am not 'threatened' by UC pax, just find alot of them rather arrogant.
Quite right too, damn their hides! And don't even start me on those supercilious Au card holders, they're even worse! Someone should spit in their T10&Ts, I reckon; pesky good for nothing premium passengers think they're special 'cause they pay peoples' wages, who do they think they are, carrying on like they own the place, why I ought to (grumble to fade...)
[;)]
quote:
Quite right too, damn their hides! And don't even start me on those supercilious Au card holders, they're even worse! Someone should spit in their T10&Ts, I reckon; pesky good for nothing premium passengers think they're special 'cause they pay peoples' wages, who do they think they are, carrying on like they own the place, why I ought to (grumble to fade...)
And what is worse, these blooming people actually pay for 'a service' and then actually expect to get it....dear oh dear, what is the world coming to?
[}:)]
Quite right too, damn their hides! And don't even start me on those supercilious Au card holders, they're even worse! Someone should spit in their T10&Ts, I reckon; pesky good for nothing premium passengers think they're special 'cause they pay peoples' wages, who do they think they are, carrying on like they own the place, why I ought to (grumble to fade...)
And what is worse, these blooming people actually pay for 'a service' and then actually expect to get it....dear oh dear, what is the world coming to?
[}:)]
Oh heck.. I've just realised we're on the VS073 and currently outbound in Y.. (subject to mr NH upgrading at airport..)
oh well, least I'm not with those pesky 'lardy-dar' posh people who expect better service just because they've paid more...I for one, will be enjoying the blinds-down day flight in usual style...
oh well, least I'm not with those pesky 'lardy-dar' posh people who expect better service just because they've paid more...I for one, will be enjoying the blinds-down day flight in usual style...
NH, Hobbit Land.
I've only flown UC out of MAN. Each time I have found the following;
* Security screener before check-in rude / deliberately asks (& seems to take glee in doing so) if you are flying Premium Economy or Economy when trying to enter the Upper Class queue - I can read, thanks!
* Check-in staff - I've had no issues with them, always polite and asked me if I've flown UC from MAN before / do I know where the Escape Lounge is? etc.
* Ground staff at gate - generally poor & do not enforce priority boarding.
* Priority boarding generally commences whilst the jet-bridge is still full of wheelchairs - poor communication leaving you waiting at the bottom of the stairs before the jet-bridge.
When onboard, I have had very few issues with the crews in UC. I do believe in common courtesy though, so if I am sereved a drink when seated & listening to my iPod, I'll nod and mouth a silent 'thank you' to the crew member rather than just ingorning them.
With regard to crew chatting whilst boarding pax & waving their arms around. I used to work with the public at a leisure attraction and you could be standing in front of the biggest direction sign possible & people would still ask for directions. If you simply said 'left' or 'right', they would then ask which way. (I am not joking). So for a crew member to say 'turn left' whilst moving their left arm to the left is good practice, in my opinion.
James
* Security screener before check-in rude / deliberately asks (& seems to take glee in doing so) if you are flying Premium Economy or Economy when trying to enter the Upper Class queue - I can read, thanks!
* Check-in staff - I've had no issues with them, always polite and asked me if I've flown UC from MAN before / do I know where the Escape Lounge is? etc.
* Ground staff at gate - generally poor & do not enforce priority boarding.
* Priority boarding generally commences whilst the jet-bridge is still full of wheelchairs - poor communication leaving you waiting at the bottom of the stairs before the jet-bridge.
When onboard, I have had very few issues with the crews in UC. I do believe in common courtesy though, so if I am sereved a drink when seated & listening to my iPod, I'll nod and mouth a silent 'thank you' to the crew member rather than just ingorning them.
With regard to crew chatting whilst boarding pax & waving their arms around. I used to work with the public at a leisure attraction and you could be standing in front of the biggest direction sign possible & people would still ask for directions. If you simply said 'left' or 'right', they would then ask which way. (I am not joking). So for a crew member to say 'turn left' whilst moving their left arm to the left is good practice, in my opinion.
James
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