This is a Trip Report from the Upper Class cabin
Ground Staff
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They split us up in the row behind the bar so that we were not even all next to each other. I rang VS who initially were adamant that nothing could be done until we checked in for our return, when we could try and choose better seats.
I am afraid I insisted that if they wanted to, they could do something and indeed we were eventually given seats in the front section all together[:)]. I was annoyed firstly that we were split up and secondly that we were behind the bar - not the best place to be if we wanted to sleep - some hope after what followed, but more of that later.
After a wonderfully relaxed trip, which included a stay on a private yacht in the Bahamas (very spoiled) it was time to return. Miss Avalon as usual decided to travel home in her Uggs and for once (fortunately) I let it pass. The driver made smooth work across Alligator Alley and all too soon we were in the hell hole that is Miami Airport. VS now check in at F Terminal which makes little difference except that you can now watch your bags being checked by TSA before being sent on the conveyor belt.
There was little passenger traffic and we were soon in the lounge where there were plenty of sandwiches which were constantly refreshed - not something I am used to seeing but the flight time has changed slightly so maybe that had something to do with it. The lounge is not great but is certainly better than anything downstairs. The flight was called on time and although there was priority boarding in place it was still a bit of a scrum.
We took our seats in the front section of the plane - there were two screaming babies[:0] one at the front of the cabin and one at the back of our section but fortunatly both were really angels and went to sleep quite quickly.
The crew were very helpful, friendly and visible - champagne did not seem to run out and there were plenty of crisps and olives. I changed into my own pjs - and put my clothes in the overhead instead of the wardrobe - dont know why. After take off the FSM, SJ came round with the basket, introduced herself and was generally very friendly and chatty. She did ask if we had flown with VS before - this was the flight that I turned AU and Mr A is already AU so I just said 'yes'.
Then our crew member came to take the meal order - I was a little concerned at the choice of food (my fault I am a very fussy eater on board) and he suggested the chicken as it was very good. I looked again at the menu - there was no chicken. He said yes there was and went to check. No there was no chicken - it was either the flat iron steak, salmon or a vegetarian choice which I cant remember. I chose the steak but it was not to my taste but I was in the minority as it later transpired that those who had chosen it, thought it very good.
Miss A was exhausted and she settled down to sleep in her bed. The cabin was cleared of meals and everything was peaceful.
However it was not too long before the smell of smoke was clearly evident. Then a crew member came through the cabin with some urgency opening all the overhead lockers. I asked what he was looking for and he said they needed spare duvets as they had run out. I got up to ask what the smell was and was told it was nothing but you could see that the crew were very concerned.
I returned to my seat and wondered if I was imagining the smell and being paranoid. Just as I decided that I was, a crew member came round and started opening all the cabin blinds. That was enough for me - as far as I was concerned the only reason the blinds are opened mid flight is if you are preparing for landing - if I am wrong then please correct me. I went and got changed and as I returned to my seat the pilot announced that due to the smell of smoke he was taking no chances and we were diverting to Halifax, Nova Scotia. He said in order to be absolutely safe he was turning off all except vital power and that the cabin would be in darkness. I had to wake Miss A who was sound asleep and of course she thought that her mother had finally lost it, she could not believe that we were going to Canada instead of London - and she could not smell smoke.
The crew were absolutely brilliant - they were obviously concerned - it is quite unusual to divert mid flight and they obviously knew more than we passengers did. They were reassuring and calm under the circumstances - the cabin was very dark and there were some frightened passengers. I later understood that one gentleman demanded a complaint card during this period due to not being able to read - get a life!
As we were mid way through our descent you could hear what sounded like really heavy rain and suddenly the entire front section lit up for about 20 seconds and the plane juddered. There was a huge bang. We had suffered a lightening strike! It was truly not funny. We were bumped up and down in the storm and then as suddenly as it started we were through it - in one piece.
As we landed we hit the ground very hard - the captain later told us that due to appalling visibility he only saw the ground at the very last moment.
As we looked out the windows there seemed to be hundred of fire hydrants and ambulances, flashing lights and sirens - thankfully unecessary.
Once on the ground there was a collective sigh of relief and nervous chatter began. The fire crews boarded with heat seeking equipment and spent ages looking around. We must have sat there for about an hour when the captain announced that a decision had been made and we were to be offloaded BUT the handling agents at Halifax were on strike and they were trying to find people to handle 363 passengers. Eventually we were allowed into an area where we again sat for about an hour. We were offered water eventually - everything else was shut and then an announcement was made that the plane needed further checks and that we would be put up for the night in Halifax but they were waiting for staff to process the passengers. They were hoping to be away by 9.00pm the following evening.
Eventually we were all given immigration cards to complete and we were processed quite quickly - the Canadian staff were all lovely and so different from Miami homeland security who seem to have all had personality bypasses.
We were then told that we were being put up in The Westin which was 25 miles away but that as it was Easter they were waiting for three coaches to transfer the passengers to the hotel and that not everyone would be able to get on the first coaches, but they would have to wait for the coaches to return[V]. We were also informed that ALL luggage would be left on board and we would not be getting our suitcases back. We decided with another couple of passengers that this was not for us. Someone had picked up a flyer from the Hilton Halifax which is situated at the airport - we rang them and they had some rooms which we asked them to hold. More immportantly they were 10 minutes away and there was a shuttle bus on its way back to the airport as we spoke. We told one of the crew who had been looking after us that this was what we were doing and she said that it was our choice but that Virgin may not pay our expenses as we were doing our own thing. Mr A explained that it was not a problem - we just wanted to go to bed and get some rest and we realised that if we waited it could be a long wait. While we were standing around in the airport I suddenly saw a familiar face - XXXX, a former IFBT came bounding up to greet us. We had been on several flights where she was working and had always been lucky enough to have had a treatment. I had not seen her since Virgin stopped this service. She had retrained as crew and was currently working in the Y cabin but it was lovely to see her again even under such circumstances[:0]
We boarded the shuttle bus along with the majority of the crew - we had chosen the hotel that they were being put up at. We checked in, taking two rooms and rummaged to see what we could muster for the night. The hotel had a little 'pantry' of essentials which were useful but it was the lack of clean undies[:$] that bothered me. However shower gel and a hairdryer came to the rescue the following morning[:D]. I later discovered there was a hotel washing machine but too late.
We slept well and woke up in time for breakfast which closed at 11.00am Halifax time which is an hour ahead of the US. After breakfast Mr A asked if we could sign for breakfast and we were told that Virgin were settling our accout. He explained that we had taken the decision to take ourselves there and the front desk confirmed that other passengers had also been placed in the Hilton along with the crew and that the account was going to be settled by Virgin. Well done Virgin.
The news at this point was that they were waiting for a Virgin engineer to come and check the plane. Air Canada engineers had looked at it and had not found the problem. If the VS engineer found the fault and rectified it or found it and isolated and was happy us to continue our journey, all well and good and we were looking at an anticipated departure of 9.00pm. If not we would be transferred to Boston or New York to continue from there.
Let me tell you Halifax was freezing - having left 90 degrees in Naples we were now about 36 degrees. It was really cold. Miss A was ok in her Uggs - not so stupid after all!
The day passed slowly - it was cold wet and dull. Everything but everything was closed as it was Easter Sunday. The only place open for miles was the airport where we wandered over to on the shuttle - Mr A was freezing in his shirt and needed a top and I wanted some magazines. I had left my book on the plane. We returned to the hotel and had some lunch at about 3.00pm and the Captain came over to join us. I thought he was joking when he said that we needed to get out that night as there was heavy snow forecast for the following day but he was not. He was fairly hopeful we would be able to leave that night and made himself very available to anyone who wanted to talk to him. The crew in the hotel were also very friendly - Mr A wanted to complain that none of them looked like they do in the advert, but he was persuaded to remain silent on the subject. They too had left their luggage on board and at that point few were in full make up. I think his joke would not been found funny[V] My friend the ex IFBT was staying in our hotel and we had a some good laughs in spite of everything.
We went to have a rest and at 6.30 we were loaded onto a coach to take us back to Halifax Airport.
We checked in again this time receiving hand written boarding cards for the same seats and went through security which was very tight. We were all given $15 food vouchers to spend but the offerings were not brilliant and the food outlets pretty soon ran out of food. Halifax is just not used to handling 747's.
We finally boarded at about 10pm - the plane had not really been cleaned but the toilets had been. My book was where I had left it and the duvets were back in the bags but otherwise the floors had not been cleaned but it did not matter.
At this point it is very important that you understand just how wonderful the crew were. They had also gone through the same experience as the passengers, had gone to bed just as late - if not later, had had to be around passengers during their 'down time' and were now expected to go back to work dealing with some pax who were looking for someone to blame. In my opinion they were nothing short of fantastic and I told the FSM. She told me she was really worried as she had taken a lot of complaints from some pax - but what could she do? It was out of her hands. I took a Heroes form and completed it and promised I would write in praising her crew. She thanked me and said that most passengers had been understanding but its the difficult ones that cause the most upset. The Captain announced that the plane had to be de-iced due to the snow outside and that we would smell it and then explained that the problem while not having been repaired had been isolated and that we were fine to go. Thats my understanding anyway, still a little brain dead.
We were offered 'Sparkling Wine' and told only one bottle had been loaded. No nuts, crisps or olives. Not one person complained, no one minded, we were just pleased to be on our way.
It was a very bumpy take off due to the weather and it seemed to be ages before the seatbelt sign went off.
This time the meal was a choice of chicken or chicken or chicken. It was in a spicy sauce so asked if there was anything else at all. If I wanted an economy meal [:0] it would have to be a sandwich which was just fine for me and Miss A. Mr A ate all that was going and said it was ok. It was typical airline food but it was ok. The worry had been according to some crew at the hotel whether or not any food would be loaded at all. Those people who had bought duty free at Miami were able to collect it at Heathrow.
Then the smell seemed to start up again although not so strong and at this point they turneds off the ovens in the front cabin as well as the air exchangers? The crew reassured everyone that all was well and this time there was no tension in the atmosphere. I settled down and managed a snooze.
As they prepared for landing we were assured by both the Captain and the FSM that Virgin staff would be waiting for us to handle complaints, transfers and any queries that we may have.
The landing was extremely smooth - I think the Captain felt he had something to prove and it was one of the smoothest landings I can remember.
By now e mail addresses had been exchanged amongst the passengers in the front section - a strange cameraderie had been struck up and it was lovely to all chat and intermingle. Usually you smile at your neighbour and thats it. Two have already made contact.
We disembarked and in spite of the promises of VS ground staff there was absolutely no one at all waiting. This was in my opinion simply a disaster PR wise for Virgin. The crew were amazing, the staff in Halifax were wonderful and Virgin had an opportunity to win customer loyalty forever. But there was no Virgin staff member to be seen. People with onward transfers were left to fend for themselves.
Iris was working fine for everyone except Mr A who still has not mastered it and the cases came through very quickly for VS1006A from Halifax.
All in all it was the scariest flights I have been on and with good reason. However we were well taken care of and I have no complaints apart from not seeing any VS ground staff.
I must reiterate how wonderful the crew were. Sometimes we have had indifferent crews usually good ones but this crew were something else.
The outbound flight was very good indeed but after this flight probably not worth a TR.
