VS005 LHR-MIA 23 May 09 (PE)

Right, here goes my first TR after numerous VS flights and lurking around here. I meant to write a TR last year, when total travel time door-to-door from home to vegas room took a total of 24hrs on a VS flight in Y!!! Maybe I will one day lol

Ok, on to the goods... And apologies for the length, it was a long flight!

We arrived at LHR T3 at around 7am for our scheduled 10:35am flight. A little early, but we didn't mind. We used OLCI 24hrs before and got seats just behind exit row, I was a little hopeful, but these were good seats either way.

Straight through to PE desk where there was one couple just in front of us. Econ check in was pretty heavy even this early, so we were glad for the small benefit. We were called over to the UC check-in which was totally empty, my hopes a little higher due to well deserved rep of the people behind those desks. Check in was simple, bags though (half empty for shopping I might add[:I]). At which point, a quick question to ask if there were any exit row seats available. I noticed on the way in that upgrades were available, and exits for around 50 or so. A little tapping, quick call down to somewhere, and hey presto, seats 28A & C and no charge - not even a mention. Very happy, and very thankful. And these seats would be a great blessing later on in the story...

T3 was fairly packed, but not heaving too much. Security was fast and efficient, signed my other half up to Iris which she though was all very amusing for some reason. A nice breakfast at Chez Gerard, light shopping of essentials and time really did fly by, and we made our way to gate 18. A nice divide at gate security meant Econ on one queue and PE/Upper/Gold on one side that was nicely observed with no grumbles meant that was speedily through to sit down. Upgrades were offered to UC at around 690 a pop, each. We thought about it, but we didn't really want to pay that much. Someone did take it however.

Early call of PE and Upper when the hall was half empty meant there were no queues to the two walkways, so no barging or grumbles and we were on an sitting comfortably. A nice suprise for Miss Wok as she didn't expect exit row seats.

Take off was about 20 mins late as there was a small queue formed for take off. FSM and her crew were lovely throughout the flight, especially the girl next to her who served UC, especially with later events which I'm about to reveal, they made the whole experience wonderful, much better than any seat could provide. And I will be writing in to thank them all when I am back.

Flight to MIA was smooth almost the whole way. Food was nice, Miss Wok had the Veg Ravioli with mushroom sauce and sage butter, I plumped for the Beef goulash with herb polenta and veg. Both very nice actually, and the beef was tender. Seats were very comfy being right at the front, and quiet with the galley behind us and only one or two 'stretchers'. Bar area was also quiet throughout flight in UC. Foot rests help, and are a great touch, as the PE seats in the exit row do lift the bottom of your seat when you recline.

Managed to get a few hours kip, Miss Wok watched movies and generally enjoyed herself.

We approached MIA and things started to go a bit awry. Crew got seated for landing and we had more nice conversation. We all noticed around the same time that we weren't landing, merely circling. Hmm, was the main though running through. Captain came on saying bad weather had closed MIA and we were in holding waiting for it to clear, and then land. Another 30 mins went by and then the captain came on again and said we had to divert to Nassau in the Bahamas to refuel as we were running low and MIA still had not reopened. Oops...

30 mins later, we touched down in Nassau. Crew mentioned that VS used to fly there about a year ago and had stopped, so used to seeing us but not ground crew. I again thought 'hmmmm....'[:p]

Captain came on saying refueling was about to commence and they were going to fill out the paper work as quickly as possible and get back in the air.

Well about two hours or so had passed. We had refueled and were ready to go almost 1.5 hours ago. Yet, paper work was still due. Captain said they were going to keep us informed. Passengers were unsettled, but still patient. The rising concern in Y was the heat generated, and babies were getting upset, though still quiet for the most part. The only doors open were the ones in front of us. So as I said earlier, thankful for these seats as we got to know some great crew and keep each others spirit up, and keep cool and seated. Plane was opened up and divides were down between UC/PE, PE/Econ too, which was sensible.[y]

30 mins later, we get the news I was expecting. Paper work still not finished, but the bigger concern now, was that the crew was out of hours and since there were no ground crew, it looked like we might not be heading off at all. At this point Y started getting less patient, but I can understand that. Captain again said that he would get back to us, and Y getting annoyed believing information was being with-held. One ridiculous customer was yelling at one of the crew, which was totally out of order, as there was no fault to them. Another claiming Virgin were trying to save money by not getting us to Miami... Whatever... We both knew that the crew we as eager as us to be in Miami, and what some stupid passengers seem to forget, is that these people have been up over 14 hours or so now and been working the whole flight, as opposed to having ones fat behind sat in a seat and being waited on. Bleh... Anyway, we had another chat with crew, we smiled and rolled our eyes and got on with talking about other things as she manned the doors.

Captain came back, with what I again expected. Crew now out of hours, and as MIA was still closed and no ground crew, VS back in London were trying to work out what to do with 430 pax and a huge 747 where it didn't belong. No one wanted a night in Nasau. He said he'd be back in 20 mins... An hour later we get the news, crew for this flight which was now not going to make the 7pm back to LHR, were flying over from MIA to Nassau to take us back to MIA were being prepped. The joy? It would take 3hrs! [n]

Now people were getting more impatient, wanting to legitimately leave the plane. Of course security had to be arranged for a safe area where we wouldn't need boarding passes and checks. 45mins later, it was ready much to the relief of the very hot Econ passengers. Almost everyone off except a few PE and UC pax. The plane cooled significantly, so we sat at the bar with a few crew and had more delightful conversation. We really didn't want to be in a queue, and a room, in another place. We found out, the area was just a big room with what could only be described as a tuck shop! lol

So pax came back about 1.5 hours later in dribs. And the crew made in 3 hours. Relief for crew and pax, latter of which were much calmer having got of the plane and with fresh crew only just arrived. A side note, two UC pax upstairs got off, as their destination was Nassau and they only had carry on with them. So we very cheekily asked if we could nab the seats, more so that we could sleep on a flat comfy surface! She checked with her FSM, and unfortunately the answer was a begrudging no. She wanted to, but as we were in the exit row and everyone had seen us, she didn't want to raid anyone's pressure anymore than already. Which was fair, and we smiled and said it was no problem. Our crew from LHR had found enough seats so they could make it back with us to MIA, which I was grateful for.

So we touched down in MIA at around 11:00pm, from our original 3:05pm estimate. Very tired, we were the first off, so we made a very brisk walk to immigration, something I was not looking forward to at all[xx(]. We got there with about 15pax infront from another flight. Joy of joys, for an incoming 400 pax, MIA decided to have 4 officers present to deal with them. The sheer stupidity, as I could see clearly about 3 more walking or sitting in the room behind. Anyway, I was fairly annoyed, but comforted by the fact it wouldn't take too long. 40min and we made it through, though so very unhappy for the long long long queue still waiting. I believe also that familes with babies/kids went into a seperate isle being called by VS staff to get them through asap [^]

Through to baggage claim, our luggage was already off the belt and waiting for us. So happy for that! Quick dash through, and we made it downstairs waiting for the Hertz pickup.

Now, I had called hertz twice to ensure the car I had booked, would be there, as I booked a specific model, and being a #1 Club Gold member, hoping it would be honoured. To cut a long story short, it wasn't, however the managed pulled us from the queue and tried her best to get something for us to get to the hotel, which I had also called from Bahamas to say we were going to be late and to ensure to keep our room and we wouldn't be no-shows.

Well we got a small black Corolla, couldn't complain at this point, and we headed off to Mayfair Hotel & Spa for a much needed shower and sleep.

Today as I write, have picked up the car I was promised. Actually, on the phone they said I would get the 2010 model Ford Mustang. When I got there, there were none available. I was starting to get frustrated inside with Hertz and their 'promises'. Waited at the Gold Canpy area, and luckily, they provided me with a convertible model in Red. Took it, they drove the car to us and we headed off for our holiday minus a day.

So... Hope TR was fun to read, will write back for return leg in a week. Going to try to work some magic and get some good seats for the return, hopefully PE as we only managed Y at time of booking. Lets hope...

Thanks for the TR. Hopefully the delay didn't cause too many problems with your holiday plans.

I wonder if the two that got off in Nassau have a return to MIA they are expecting to use?! [:0]

Wow what a journey. Thanks for taking the time to write it. Hope the delay didn't affect your journey too much.


Dominic

MW

Excellent TR, thanks. Lots of detail, which appeals to the vicarious traveller in me.

Sounds like an eventful flight. Glad you kept your cool (I did smile at the thought of VS saving money by leaving you in Nassau) and that all in all, give the circumstances, VS did what they could.

Paul

Glad you arrived eventually and the CC did all they could.

It amazes me of the logic some people go through in their tiny minds in that landing in Nassau and possibly having to put a few hundred people in hotel rooms is some sort of money saving scam !

Can any one tell me what the paperwork they needed to fill in and why it would take so long?

The journey sounds a bit of an ordeal but glad that you eventually got there. FWIW I don't believe there's a charge for exit rows in PE (only in economy).
DL

Wow - what a tedious journey for you both. Count your lucky stars that you were in PE, it is so much more comfortable than Y during circumstances such as you experienced. Hope your your return flight is less hassle [:D]

Paperwork would have been a new load sheet with the weight of the a/c / number of pax etc which the captain needs in order to be able to work out his take-off and is required by the airport authorities. As we have no ground staff in NAS they would have had to 'borrow' a depatcher and their offices from another airline which all takes time. Also would have had to use a refueling company that we dont normally use and sorting out payment to them and the paperowrk would also have taken a long time. I've diverted to Jacksonville, Shannon and Accra and it's amazing how long it takes to get these things arranged.
Glad the crew looked after you and you made it there eventually.

Thanks for the fantastic trip report - undesirable as it is, I think we have to recognize that in crowded situations, with tiredness, heat and communication seemingly coming in dribs and drabs, it is simply human nature for some people to get frustrated (notwithstanding those that are simply pissed however). In such cases we are thankful to VS crews who behave amazingly to keep things calm, as well as the majority who keep things in perspective.

Still, I find it surprising that an already loaded 747, with a fuel gauge and knowledge of the extra wright of fuel pumped in, takes two to three hours to update on a load sheet [:?], this does just sound inefficient but probably not under VS control.

Further, I can imagine it was a heavy day / night for VS ops in London and Miami, managing this delay with finding somewhere for 400 pax stranded in Miami too [:0].

Excellent TR thanks for taking the time to write it, it does however sound like a total stinker, would have been nice to push the plebs complaining out of the plane onto the tarmac!

cheers

alex

Sounds like you managed to stay cheerful and make the best of a bad situation which is all you can do really. Feel very sorry for the passengers in Y especially those with young children - must have been a nightmare.

[buns]

No need to apologise for the length of your fascinating TR, which gives the inside track of the other thread of 'What happened to....'[:D][:D]

I can fully understand the frustrations of some who felt that the perceived lack of information was deliberate, but it is always a hard call to announce 'I have no further news' every 15 minutes which will have some complaining 'why don't you tell us something'

Glad you got through the test of endurance- otherwise known as MIA Immigration - in fairly quick time

Hope your next TR is about a straightforward flight [}:)][}:)]

Thanks

buns

Thank you for taking the time to write this great TR! Sorry to hear about the delay, hope you had a great time away.

Excellent TR, a good insight to a very tricky problem, and sitting in my favourite seat of 28A/C you get to see most of the actually coming / going and actual handling of the problem (I like this stuff as I'm a process junkie and Troubleshooting Consultant)

Not surprised they would n't let you move to the UC seats, that usually gets people into serious trouble. At least they got you there the same day, I've had a few trips recently with Virgn where technical issues have meant lengthy delays, alebit, these have been known prior to boarding, so more time in the clubhouse.


Also, if you want to see some Ford Mustangs in the UK, come and see us at Mallory Park. WWW.MOCGB.NET as I am organising the 45th Anniversary event in the UK on the 4th July. We should have a 2010 Mustang there, courtesy of Bill Shepherd Mustang.

Sounds like a difficult day for all involved.

The only thing I often find wanting during disruption is the lack of timely information, as you mentioned.

In my company, I share responsibility for our communication plans during disruptions in service. We very quickly realised that trying to preemptively manage the expectations of those affected generally makes for an easier time for all involved.

One of the things we tend to insist on is that after making an announcement that there is disruption which is being investigated or attended to, that we also give a time at which those affected can expect a further update from us.

This basically gives us peace and quiet until the next update time, without speculation, whingeing or moaning.

Then, at the prescribed update time, even if we have nothing new to add, we still make the announcement, and provide a time for the subsequent update.

This tends to help keep a lid on things and transfer an impression of openness and honesty.

Airlines would do well to stick to this sort of thing during disruption, rather than trotting out the usual excuses.

Thanks for the interesting report.

Mike

Thanks for all the replies guys.

Yes I didn't think we would get the seats, and it was a cheeky question. But if you don't ask, you don't get... And those beds were looking very tempting after 15+ hrs awake and traveling.

It was a very interesting flight from the geeky side of my personality, able to get a good view of how everything was panning out.