This is a Trip Report from the Upper Class cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
There had been many discussions, here on V-Flyer and elsewhere, some since before my last flight and many since, mostly focused on service and amenity cutbacks taken by Virgin in an effort to remain a viable carrier in a time of unprecedented economic challenge. Could these cutbacks, culminating in the layoff of many of the airlines flying crew members, possibly be transparent, leaving little impact on the passenger? Or would I know immediately upon boarding that flying Virgin Atlantic, once a highly satisfying pleasure, had become, well, ho-hum.
The entry hall escalator at JFKs Terminal 4 invited me forward and in very quick order I had passed through the fairly busy main lobby and presented myself to the Upper Class check-in agent. No problem, I thought, as the man spoke to me in a courteous and friendly voice, using my name and inviting me to visit the VS Clubhouse. In less than two minutes I was checked in and walking toward the Clubhouse. VS Score for Check-In: 5 of 5.
At JFK the Virgin Clubhouse is a fairly large, open-air affair on the same level as ticketing but away from the normally high traffic areas. Sporting new and comfy Eames-style chairs the Clubhouse was clean and it too felt inviting. Staff were pleasant and quick to offer me drinks. I helped myself to bottled water and some crisps while reading the menu. Among the selections I spied a chicken curry that I hoped was the same slightly spicy offering Id enjoyed in the past. Oh, and soup perhaps. Yes, the lentil vegetable; that sounded just right.
In no time my server returned with the soup, a generous bowl of steaming perfection that I finished quickly. What a joy a simple, well rendered soup can be. Ive always thought that if a restaurant can get soup right the remainder of the meal will likely match that first courses delight. And so it was to be here. The chicken curry, next to arrive at my seat, was the curry of Virgin dinners past, its Asian flavors and plentiful chunks of chicken satisfying in the way that anything you really anticipate is when its good, that is. So far, nothing had changed.
I finished my meal and read for awhile. The Clubhouse began to fill and my server whod been looking after perhaps a half dozen or so of us was soon responding to requests from three times as many passengers. But she remained friendly and her service didnt falter. All the touch points had met my expectations. VS Score for Clubhouse experience: 5 of 5.
Boarding was scheduled for one hour prior to departure. At about 5:00 pm I decided to walk a bit on my way to the gate. On arrival at gate 28 there was a brief wait and then boarding commenced. I was on board in no time and immediately spied two cabin crew members with whom Id flown last January.
This turned out to be a good omen as the flight was a most pleasant experience. Though we had to endure an especially arduous 15th position in a Conga line of taxiing aircraft awaiting takeoff, which meant an hours delay after leaving the gate prior to liftoff, once airborne our crew immediately tried to spring into action. I say tried as there soon followed considerable turbulence which necessitated fastened seatbelts for all, including crew. Thirty minutes later the crew were once again active.
I wanted to have dinner and catch some sleep if possible and the cabin crew member serving me, one of the two Id seen on last Januarys flight, accommodated me with prompt service of an excellent leafy salad with sesame chicken as a starter, followed by a main course of absolutely delicious, piping hot cod served atop baby asparagus and sliced potato, and topped with a rich yet light white sauce. This entre clearly deserves the accolade of best Ive ever eaten aboard Virgin Atlantic and I recommend it heartily.
Following dinner I converted my seat to the bed setting and covering myself with the duvet drifted off to a four-hour sleep, from which I awoke surprisingly refreshed. Coffee and a bagel with crme cheese were waiting at the bar and then it was time to get organized for landing. Bright sunshine greeted our A340-600 at Heathrow and we landed about ten minutes past the scheduled hour, at 0643. Score for Virgins flight experience: 9 of 10.
The absence of a crew member in Upper Class, one of VSs recent cutbacks, wasnt really noticeable to me. And that cod. Henceforth it shall be the standard against which I judge all inflight meals.
Following the usual interminable jog from the arrival gate I found myself enjoying a friendly conversation with the immigration officer in Fast Track arrivals. He was a really pleasant fellow, his patter a clear departure from the usual solemn questioning of arriving passengers.
The welcoming staff at Revivals greeted me soon after. There I enjoyed a refreshing shower and spent a relaxing two hours with breakfast and the Financial Times, one of the worlds great newspapers.
If Virgin could have filmed my ten hours or so in its care, from the JFK Clubhouse to the Revivals at LHR, the fine service could have easily served as a how to training tool. While varying levels of service and employee morale are clearly still an issue for Virgin as it struggles to maintain profitability my experience is a clear indication that the airline knows how to do it right, and sometimes does just that.
Chuck-
