In Loving Memory - Virgin Atlantic Service

quote:Originally posted by hackneyguy
quote:Originally posted by Decker
quote:
To build a regular client following and promote repeat bookings to ensure targets are achieved


Bookings?


from those in tiers above Gold [:?]


From what I've been reading on here during my 'lerking' phase[:X]there's plenty of custom anyway but sounds like they aren't happy with how things were going but might be me putting my own slant on things[?]

[Scrooge]

The thing that is really annoying me is how VS tries to sell these as enhancements, how in the hell are they enhancements ????

quote:Originally posted by Scrooge
The thing that is really annoying me is how VS tries to sell these as enhancements, how in the hell are they enhancements ????

They are talking about themselves not you. It enhances their bottom line [}:)]

[RichardMannion]

From the job description:

'Proven retail sales success'.

Need we say more?

quote:Originally posted by woggles
'lerking'

Is lerking like a merkin?

quote:Originally posted by slinky09
quote:Originally posted by woggles
'lerking'

Is lerking like a merkin?



that should read lurking[:w]

Well, I left, FWIW. Not worth it anymore. I'll sorely miss the clubhouses in SF and LHR, but so many of my flights do not involve them that it is hard to justify VS anymore. I still have one priority card for the IFBT. Remember how when they went, it was with a promise of enhanced service in the LHR CH? No more bookings, looking like no more HCts, etc etc ...

The problem I see .... VS is small. It does not partner with anyone well. It has to be WAY better than anyone else, or for me it's all over. I can't justify giving up benefits with other airlines to give biz to VS, when the offering is just 'comparable'. Makes no sense.

There has to be some way in which V-Flyers can make their voice heard, for the sake of the future of VS. I've witnessed FT United members drive a major policy shift in the last couple of weeks on their new internal upgrade program. I just can't believe than an airline as obtuse as UA can be is persuaded by a forum to make a critical change, and we can't do the same with VS. You're losing loyal customers. I've flown VS forever, and it's a family concern. I should not have been persuaded to leave. You should be paying attention to this thread, VS.

Oh, and since no one's brought it up yet, I'll chime in with the T10 [:)]

[honey lamb]

quote: Oh, and since no one's brought it up yet, I'll chime in with the T10
What do you mean 'no-one's brought it up yet'. Maybe not on this thread but I have at every hand's turn since you effectively poured out the final T10 for me on V-FAB [:D]

Having said that, like you I too have a priority card which I would have used on my last flight if I had known what was forthcoming, but sadder to me than the loss of the IFBT is the fact that I am unlikely to meet you on one of my flights [:#]

quote:Originally posted by MarkedMan
Well, I left, FWIW. Not worth it anymore. I'll sorely miss the clubhouses in SF and LHR, but so many of my flights do not involve them that it is hard to justify VS anymore. I still have one priority card for the IFBT. Remember how when they went, it was with a promise of enhanced service in the LHR CH? No more bookings, looking like no more HCts, etc etc ...

The problem I see .... VS is small. It does not partner with anyone well. It has to be WAY better than anyone else, or for me it's all over. I can't justify giving up benefits with other airlines to give biz to VS, when the offering is just 'comparable'. Makes no sense.

Very true. The partnership in being a second class Star Alliance member is odd. I believe it maybe that VS needs to protect the CH or half of every airport would use it instead of their own. SQ passengers were allowed to use it until a few months back when they worked out that no SQ passenger used the SilverKris lounge at LHR, instead using the CH. I remember flying SQ and being asked 'do none of you lot use your own lounge' by the receptionist In turn many other *A used the SQ lounge because the London Lounge was rubbish. It was quite the game of musical lounges.[:)]

[Scrooge]

quote:Originally posted by MarkedMan

The problem I see .... VS is small. It does not partner with anyone well. It has to be WAY better than anyone else, or for me it's all over. I can't justify giving up benefits with other airlines to give biz to VS, when the offering is just 'comparable'. Makes no sense.




You know what, that pretty much sums it up.

[Nottingham Nick]

The best analogy I can think off, of how the avid VS pax who contribute to this website - myself included - are feeling right now; is by comparing us to how fervent Newcastle United fans must have felt during their fall from grace into the Championship.

When Mike Ashley took over, and started to make changes; like appointing Dennis Wise, among other things, I am sure there were those Geordies who almost immediately started talking of 'the good old days, when the club was run by people who knew what Geordie fans wanted' and talking of doom, gloom and relegation.

At the same time, there were a number who kept the faith, saying that the club was 'too big to go down' and everything would be okay.

Then, as more and more people came to the club and didn't understand the history, the passion and the special nature of Newcastle United - the inevitable happened. This was despite bringing back the messiah Shearer - too little, too late.

I confess I was always in the first group as far as VS was concerned, but am now having fears that the naysayers may have a point.

As others have alluded to, the reason that VS have been successful in the past is that they were different. They were innovative and always made passengers feel special. The people that run the airline now don't seem to understand this - they think the Virgin name will be enough to keep passengers loyal and ensure their bonuses stay at the levels they are used to.

Having taken over 12 flights in the past 12 months, I have to say that I have enjoyed all of them, and I have yet to experience the poor service and indifference that others have spoken of, but with cut back after cut back after cut back - how long will that remain?

I am in the process of planning my 2010 travel schedule, and have to make the decision whether to take enough VS flights to keep my gold card this isnt an easy call. I fly purely for fun and my travel budget comes out of my own back pocket, and I am starting to wonder if there is any greener grass on the other side of a nearby fence.

I sincerely hope that someone at Crawley, who isn't part of the 'Emperors new clothes' mentality that seems to exist there, reads some of the threads on the site - and actually does something about it, before it is too late.

Nick

Virgin reminds me of Orange. When Orange had Hans Snook to direct them, they introduced new mobile features that no other network had, and led the way. Now under France Telecom they are just happy to be an average telco, with no aspirations to be the best any more, just following the others around with no company interested in leading, as if they all got together and agreed to all have equally low standards now.

quote:Originally posted by honey lamb
quote: Oh, and since no one's brought it up yet, I'll chime in with the T10
What do you mean 'no-one's brought it up yet'. Maybe not on this thread but I have at every hand's turn since you effectively poured out the final T10 for me on V-FAB [:D]

Having said that, like you I too have a priority card which I would have used on my last flight if I had known what was forthcoming, but sadder to me than the loss of the IFBT is the fact that I am unlikely to meet you on one of my flights [:#]


You're quite right, of course, about the T10. I was merely restating the obvious in the thread.

So long as you keep flying through SFO, and hanging around airport hotels, there's always drinks at Kincaid's [:)]

[honey lamb]

quote:Originally posted by Nottingham Nick
The best analogy I can think off, of how the avid VS pax who contribute to this website - myself included - are feeling right now; is by comparing us to how fervent Newcastle United fans must have felt during their fall from grace into the Championship.

When Mike Ashley took over, and started to make changes; like appointing Dennis Wise, among other things, I am sure there were those Geordies who almost immediately started talking of 'the good old days, when the club was run by people who knew what Geordie fans wanted' and talking of doom, gloom and relegation.

At the same time, there were a number who kept the faith, saying that the club was 'too big to go down' and everything would be okay.

Then, as more and more people came to the club and didn't understand the history, the passion and the special nature of Newcastle United - the inevitable happened. This was despite bringing back the messiah Shearer - too little, too late.

I confess I was always in the first group as far as VS was concerned, but am now having fears that the naysayers may have a point.

As others have alluded to, the reason that VS have been successful in the past is that they were different. They were innovative and always made passengers feel special. The people that run the airline now don't seem to understand this - they think the Virgin name will be enough to keep passengers loyal and ensure their bonuses stay at the levels they are used to.

Having taken over 12 flights in the past 12 months, I have to say that I have enjoyed all of them, and I have yet to experience the poor service and indifference that others have spoken of, but with cut back after cut back after cut back - how long will that remain?

I am in the process of planning my 2010 travel schedule, and have to make the decision whether to take enough VS flights to keep my gold card this isnt an easy call. I fly purely for fun and my travel budget comes out of my own back pocket, and I am starting to wonder if there is any greener grass on the other side of a nearby fence.

I sincerely hope that someone at Crawley, who isn't part of the 'Emperors new clothes' mentality that seems to exist there, reads some of the threads on the site - and actually does something about it, before it is too late.

Nick


Well apart from the Newcastle United bit which was over my pretty little head, [:w] what you wrote completely encapsulates the way I am feeling and my own experiences to date. I couldn't have put it better myself

quote:Originally posted by honey lamb


Well apart from the Newcastle United bit which was over my pretty little head, [:w]

oh HL I thought it was just me that didnt understand a word (and over my big ugly head) [;)]

yes being a newcastle fan this sums it up pretty well . At least the airline has not had to file bankrupt and ask for governments to bail them out at tax paying expense, so at least there is one british company that whilst they have scaled back they have survived.

My thoughts and feelings towards VS are starting to resonate with many comments on this thread. I would class myself as an historic supporter of the Virgin group generally, and have been a consumer of many 'Virgin' branded services and products. However for me, the twinkle in the eye that Virgin used to deliver, the innovation, well it's practically dead and there seems to be nothing that makes the brand 'stand out' to me anymore.

VS is a case in point, I actually came late to the party with the experience of VS UC, the IFBT had even been kicked before I got to sample that delight. And whilst I have placed a fair amount of spend with VS since 2008 I have decided there are just better offerings elsewhere and at better price points. The most shocking thing I found was the dissolution with the VS staff, they are actually rather vocal in respect of their dislike of SRB and the direction the airline has headed. For me that tells me something when the staff are openly critical in front of a customer.

So if the executive board happen to get any of this kind of feedback, how about something tangible to get your teeth into. I have two trips to the Far East in the next two months, I booked with a competitor. Thats approx 8000 of revenue that VS has lost. My thoughts are that should the experience by up to par then my business travel for 2010 will also go in the competitors direction.

[RichardMannion]

Sadly one thing that hasn't been diluted or cutback:

The Virgin PR Machine
The function of Virgin that regularly thought it could spin its way out of anything; the group that thinks its customer base has the IQ of Forrest Gump. A classic example - the PR response on its Facebook page to the criticism by the airlines own regular, premium fare paying passengers to the decision to charge for the vast majority of treatments:

'Hi All,

Thanks for your posts and comments.

Our customers have been asking us for sometime now to offer a range of additional treatments to our complimentary offering. We have therefore completely changed our spa experience at London Gatwick, to provide our passengers with a specialist range of treatments, in addition to those which are offered complimentary.

We will continue to offer a range of five luxury complimentary treatments, to suit all tastes ranging from hands through to feet.

If a you wish to upgrade from your complimentary treatment to an enhanced one, we will offer a 30% discount to the listed price. The charges for the specialist range of treatments are offered at a discounted price from those which would usually be found in an equivalent spa.

Hope that helps.

The Product Team.'

Sadly this misguided function doesn't like it when its 'spin' is actually questioned by any sane individual and reveals the very fatal flaws in the charade that has ensued. Though the statement of 'Hope that helps' actually rings true, as it shows a case of 'we couldn't give a toss what you think, and it doesn't matter how much you bitch as we'd rather run the airline into the ground than admit we were wrong' and for good measure, yes it has helped, it has helped me make up my mind where future revenue from the Mannion household will be going.

quote:Originally posted by RichardMannion
it has helped me make up my mind where future revenue from the Mannion household will be going.


'I won't go without Lady Sarah. Lady Sarah won't leave Lord Richard. And Lord Richard will never leave.'

I once delivered that encomium to a rapt crowd at some gentleman's club...Groucho's I think. Yes. It was a great night of tribute to Their Graces by Virgin Atlantic management.

So I don't think Their Graces are going to completely deprive VS of their gracious custom.

But at any rate, should this dark eventuality come to pass, I shall be forced to declare that I will never darken a VS doorway again.

God help us all.

GJ

After over 100 round trip VS flights I am for the first time flying BA tomorrow as I am not not prepared to remain loyal to VS. Too many little things to list but it has worn me down and I am now actively seeking out alternative for me and my staff of > 40 who travel extensively. I am quite saddened but also excited about what new experiences this will bring.

It really was amazing in the old days.

quote:Originally posted by ofarvoo
At least the airline has not had to file bankrupt and ask for governments to bail them out at tax paying expense, so at least there is one british company that whilst they have scaled back they have survived.


As far as we know !!![?]

quote:Originally posted by mstringer
......... The most shocking thing I found was the dissolution with the VS staff, they are actually rather vocal in respect of their dislike of SRB and the direction the airline has headed. For me that tells me something when the staff are openly critical in front of a customer.........

Over on the BA board on FT, there's a thread running describing cabin crew being open about their dissatisfaction over crew number cutbacks, to the passengers on board. That combined with increasing reports of the absolute mess that BA's seating policy is, leaves me to wonder where or to what other airline we can turn. I think it's just going to be as bad anywhere else.

Of the three trips we took with BA this year (1 x F / 2 x CW) the crew & service on board was average to poor in all cases, with the check-in staff at LHR having the personality of a fridge freezer. Of the one UC trip I took this year, from check-in to the CH to crew & service on board, I was treated like a valued customer, couldn't have been better TBH.

So reading the threads on here about the decreasing standards on VS, I despair as the grass is no greener IME over in terminal 5 [:(]

[Scrooge]

True, the airline business is a sick sick boom and bust thing. Airlines leap frogging each other with new products and new offerings. Look back in history at how VS burst on to the scene and made BA look very poor in comparison, now we have charter airlines that make the VS economy product look bad.

For the last decade American carriers have struggled with sub standard premium cabins, that is now being fixed with the UA J cabin widely regarded as one of the best. In the last 5 years what investment has VS made in the UC cabin.... Pretty much none, will this change with the switch to 787/330 ? who knows, but really, US carriers survived due to keeping their FF base happy, yes VF represents a small portion of the VS FF numbers, but it does say something for us to all be here.

quote:Originally posted by Scrooge
VF represents a small portion of the VS FF numbers...

Don't underrate VF.
The number of active members may seem small but the number of passengers who use VF are actually quite large.
The active users figure at the bottom of the page when you sign on and the number of reads on many threads tell a different story.

How many active people do VS have in their customer service centre?
How many are dealing with FFs?
Those are the numbers that should be compared with the active users on VF.

I rather doubt they have more than 100!

[Scrooge]

Sorry, maybe I didn't word that well.

What I meant was if you take the total number of flyclub members, the total number is significantly larger than the membership here.