VS005 LHR-MIA 9 APR 10 (Premium Economy)

This is a Trip Report from the Premium Economy cabin

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Well here goes my first ever trip report!

Left home (South Essex), around 6am for a very smooth and quick drive to Heathrow. After dropping car at terminals Valet parking we were standing at Upper Class check in by 7:10. Baggage drop formalities completed, (no reasonably priced up grades available) we were directed to the, as ever, glorious upper class wing and private security channel. I was greeted by a very nice security man who advised me I was first passenger of the day, only thing I've ever been first in!! Passed through security only to be then stopped for an explosives check on my bag. Thankfully I was found to be all clear and allowed on my way.

Raced to the clubhouse (informed flight delayed by 45 minutes) and immediately made an appointment with the ever entertaining and delightful Richard for a wash and blow dry, grabbed a glass of champers and sat back. After being suitably pampered by Richard I retired to the bar area and ordered some eggs and bacon, yumm and was offered another glass of Champers which I thought would be churlish of me to refuse

Knew by this time that the whole trip so far had gone too easily and therefore when informed the flight was further delayed I was far from surprised. Oh well thought I, more opportunity to enjoy Sir Richards hospitality, so it was hardly too much of a chore.

Around 11:40 we were called down to the gate. By this time my lot were chomping at the bit to get going so they raced down the concourse. We reached the gate in super quick time and flew through check in at the gate, due to the priority channel being in use.

I as is becoming the norm got pulled over for the full pat down treatment and bag search. (Apparently I now fit the profile, blonde, 40 something ladies are obviously easier to brain wash than others!!). Again I manage to pass with flying colours and sauntered down to the plane, by myself, as my lot had ran off without me just incase I was taken into custody!!

Was greeted at the plane door and unfortunately turned right and quickly found seat 32C, my daughter already sitting comfortably in 32A, with bag stowed under seat etc etc. Was offered a glass of fizz but refused as it's not bubbly and tastes not overly pleasant and to be honest had one or two too many in the clubhouse. Settled in quickly due to being one of the last to board and looked forward to a fast push back and a good arrival time in Miami.

Unfortunately this was obviously not my day as we were informed by the captain that due to a power outage the computers in Manchester that work out the load of the plane were down and until they had been restored or a manual calculation had been completed and faxed down to Heathrow we were not going anywere.

By this time it was already 12:15 an hour later than scheduled push back and I think the whole plane was praying for a hasty resolution. On this day however prays were not answered and we all sat on the plane at the gate for a further 3 hours. During this time no engines were on so there was no air conditioning and the temperature in the plane was becoming unbearable. Throughout the 3 hours only one small glass of water was offered by the crew, which I felt was less than adequate. Thankfully however in normal Brit style we all adopted a Blitz attitude and I did not hear even one person complain.

At 14:53 we finally pushed back from the gate and wheels were up by 15:13!!

At this point I thought things may improve but alas the crew (who obviously were as unimpressed with the delay as the passengers were) were at best lack lustre. Know I normally fly UC but I could of sworn that in PE you received hot towels before drinks or dinner? These never materialised and under the circumstances were really needed.

Drinks and dinner service then commenced and again the service was adequate but not up to the normal standard. Dinner itself, chicken korma was probably the tastiest plane dinner, bar British Airways First Class, that I have ever tasted, so full marks to catering.

The remainder of the journey was fairly unremarkable and we finally landed in Miami at 19:13 a mere 3 hours 28 minutes late.

Immigration went very smoothly, obviously I'm not seen as a national security threat in USA, whilst baggage reclaim with upper class/gold status tags was super quick. Hailed a cab and was feet up in the Ritz Carlton, South Beach by 20:40.

In summary, without the private security channel, clubhouse access and gold/upper baggage claim, I would be seriously unimpressed with Virgins performance on this flight. I did email customer services re my issues on the 15 April, but to date have not received either a reply or acknowledgement.

Hate being negative about the virgin experience especially as it's my first trip report. If it's any consolation Virgin have over the years flown me to many places around the world (hence my gold status) and I have on every other occasion found their service and customer support superb.

I was hoping that the return trip from Miami to Heathrow would restore my faith!! I shall endeavour to post the return VS006 MIA to LHR 23 April 2010 soon!

There really is no excuse for you being made to sit in a sauna during a lengthy ground delay, even though the 747 does have a habit of getting quite warm with a full load when on the ground.

Granted, the air conditioning can beless powerful when on the APU (assuming it's serviceable!) than on the main engines, plus while in flight you've got the pressure differential between the inside and outside helping to keep the air moving in the cabin.

What could have been done would have been for the flight crew to have called for a ground supply of conditioned air to connected to the plane. This would have allowed the APU to be switched off during the ground delay, saving fuel, reducing apron noise, and it would do a better job of keeping people cool.

On the newer gates at Heathrow T3, this is provided by an air-conditioning unit underslung from the jetway, which is connected to the underside of the aircraft using those large yellow hoses.

They can be seen (not getting used, ironically) in this BAA video of "a day in the life" of one of the new T3 stands that can take the A380:

http://www.youtube.com/watch?v=W9zP9np0CXA

On older gates, a truck is driven up to the aircraft. Fitted with a similar air-conditioner and the same type of yellow hoses, that does the same job.

One of the problems I observe with so many British airlines (maybe due to that "Blitz spirit" you mention) is that they practice what I call "optimistic denial" of the likely severity of delays. Virgin do it, BMI do it, BA do it.

So 30 minutes becomes an hour, one hour becomes three, "Oh we'll be leaving soon, by the time they've plumbed the hoses in, it will be time to go, let's not get the ground air conditioner attached."

A lot of other airlines, particularly US carriers, aren't so optimistic, they plan for the worst - so very quickly external air is supplied, and the caterer attends to top up the water and cold drinks. It's part of a process that is activated as soon as there is a likelihood of significant ground delay.

Or it could just be that VS get charged, either by BAA for using the fixed unit on the jetway, or by their handler for using a mobile unit.

Still no excuse, as it clearly spoiled some aspects of your flight.

There was simply no need to have made people sit in those conditions. It could have been avoided.

That the crew didn't appear to try and compensate for this rubs it in, rather.

I hope your return flight was better, and look forward to you posting that report.

Mike

Thanks for the comprehensive trip report. It's a real shame when expectations are not met, especially on a basic customer service level.

It's probably fair to say that some of the issues were outside of VS control - but this is where the CC should have tried to put that bit of extra effort in to minimise the problem for their customers.

Most of my recent flights have been with Middle East carriers and I must say that at the pointy end the service has always been very good, down the back was a different story.

I'm trying VS for the first time in a couple of weeks so will be able to start comparing for myself.

Thank you for the TR.

Sorry to hear about your poor experience and I hope your return leg was better.