VS020 SFO-LHR 21 APR 11 (Upper Class)

This is a Trip Report from the Upper Class cabin

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I haven't posted a TR in a while, and after a spate of great TRs it got me thinking about this last flight, which was not so great.

So, I'll begin. Firstly I am surprised that I can stay awake at 6.30 on a Sunday afternoon, this last week was San Francisco, last week was Washington, and tomorrow would you believe it I fly back to San Francisco. Why come home for three days to return you may ask, well my answer at least is that it's worth it to spend time with the #1 and the dogs, especially in glorious weather, and who's going to cut the grass if I don't?

Leaving London on Monday for a two day customer workshop in Burlingame (what a lovely town, just south of SFO, with an Apple Store that had a queue even there every morning for new iPads!), I returned on Thursday on the VS20. Anyone who does it knows that facilitating workshops with ten people, being on your feet for 8 hrs, thinking quickly, leading people to conclusions they didn't have, and then socializing into the evening is hard work. So with some glee I arrived at SFO at 4 pm on Thursday, headed up to the loos by the clubhouse to change into civvies, checked in, and then parked my ass in a chair by the bar overlooking the taxiways.

The clubhouse staff were lovely, I asked for a martini which although perfect, came in a thimble, so I had two , with the smallish but tasty crab cakes, then a perfectly nice sauv blanc. My server in the clubhouse was a star, very civil and efficient, and now that VX has moved to the new terminal it seemed a lot quieter.

Called as we were to board just after 6 pm (now that VS has mysteriously moved the SF flights around), I headed out, down to security, realized I was about to be radiated again in those horrid machines, but that was alleviated by just about the most lovely TSA lady I've ever met, and security was dispatched with in just a few minutes.

And so to the gate, and why is it that VS chooses the most distant gates at all the airports it flies to? Dual airbridges, PE called just before I arrived so a short queue then on board Tinkerbelle and into 19A (that and 19K my favourite seats when travelling alone).

No welcome on board, no name recognition, but safely ensconced in my seat, champers in hand, I start to relax for the journey. Here's the first negative - many comment that Au's should get some sort of recognition on boarding or after, well I'm a UNIQ (longer story) and so way above Au, but not once did any CC say anything. I feel like a putz for saying so, but usually I get very well chatted to because of my VS flying status, but on this flight I could have been Joe Bloggs. Great result VS.

Leaving the gate on time, taxiing to the long runway where VS usually lands, take-off is very quick and we're up in 20s or so and off home. The seat belts signs are off quickly, VPort comes on after to long, and I have some emails to do before I can relax so I request my dinner later than it is planned. Can't recall the red this time, I think the Minervois, which is good .

There are several PAs, but no one can hear any of them, the FSM particularly who sounded like he cound't be bothered and barely walked through the cabin afterwards.

So, working away, the trays come out for most people then my CC arrives and leaves the tray on my ottoman while I am working, a reminder is necessary that I asked to dine later.

When I do finish work I ask for my dinner, no problem says the FSM as he tops up my champagne, it'll be 30 minutes ... 60 minutes later I have nothing, we're in turbulence so I use my call bell, eight or ten pings over thirty minutes results in no response from any CC until the last one does and a hurried apology kick starts my dinner preparation. And the food frankly is boring, the salmon starter is passable, the tortellini comes baked solid (I just can't face another steak pie with cherry tomatoes in gravy ), the cheese is now weirdly marbled and odd tasting.

The rest of the flight passes quickly and unremarkably, we have a short wait to enter the cul de sac at LHR and arrive 10 mins or so after scheduled. Bag comes off about #20 and Tristar waiting.

So, just an unremarkable flight let down by the FSM really.


PS I tried to watch Inception but was boggled, and on a 9" screen it doesn't work, what IS it all about ?

Thanks for posting Slinky - what a busy life you lead!

A few disappointing points you have raised! The recognition of UNIQ status should be a priority, especially considering how much it costs just to achieve AU status!

Sad news on the dinner/call button!!

As many TR's have said of late, it really comes down to the FSM and team management which determines the quality of the customer experience.

Luke

P.S. How about some TR for your other flights?

Thanks Slinky - shame about the service and recognition on this flight and hope your flight tomorrow is much improved.

As Luke says, what a busy life you lead. I get tired just looking at your schedule...

Jon

[honey lamb]

What a disappointing trip. It almost makes cherry tomatoes in gravy pale into insignificance - almost, but not quite

I agree about Burlingame. It's a lovely place and the free trolley from the SFO hotels is great

Yep down to the FSM as usual. You must recognise most of the FSMs by now slinky

Sorry to hear about the flight, but hope you enjoyed the few days at home.

pretty poor service by the sounds of it. shame

Such a contrast to my flight Slinky which as you say was all down to the FSM. They definitely make or break the flight experience. With a good one you can manage to let the other matters slide, like having to clean the seat with the hot towel. Yes I did exactly the same.....but it is a bit embarrassing having to hand back a black towel....

Sunshine

Jeez, you should talk to my BH, she's seen inception 4 times. Not the easiest movie to watch on a plane. I preferred Memento.

I lived 10 minutes walk from Burlingame Avenue for a couple of years, it was definitely a fun place. Can't compare with being in the city for me, I just love the Haight, and I loved every other part of SF I lived in, but if you're going to live outside SF, the north San Mateo/south Burlingame area is my fave, prefer it even to Palo Alto in some ways. Was a better bar scene for sure without the student crowds.

I've come home for two days in the past. Somehow there's a feeling of downtime to being "home" that isn't the same in a hotel room.

:( Yep down to the FSM as usual. You must recognise most of the FSMs by now slinky

There are some that I do, and when I recognize them on boarding (I won't mention names) I instantly realize mean a good flight is coming. Very true. On occasion too I've ended up in the same hotel as crew just to make it all more personal and fun (and no, I am not stalking ).

As always the FSM is crucial to good service.

As mentioned many times before, we have the answer to bad service in our hands.
We don't need to write letters of complaint.
We just write letters complimenting all the good ones!
Easily done - costs a few minutes and a few pence - but if many of us do this, it will soon become very obvious to VS who needs some "advice".

[honey lamb]

:( Yep down to the FSM as usual. You must recognise most of the FSMs by now slinky

There are some that I do, and when I recognize them on boarding (I won't mention names) I instantly realize mean a good flight is coming. Very true. On occasion too I've ended up in the same hotel as crew just to make it all more personal and fun (and no, I am not stalking ).

Equally there are one or two who when I see them on board I groan inwardly as I know that the flight will not be as good, unless of course that they have a good team who work well together in spite of that FSM

Thanks for the TR Slinky.

I am amazed that part of CC basic training does not include "acknowledge the regulars" particularly those at a level such as yours. It costs nothing.

it's worth it to spend time with the #1 and the dogs

PS I tried to watch Inception........what IS it all about ?

Should you ever discover "what IS it all about?" please let me know.

slinky, I don't know how you manage the travel .My reasonably frequent jolly jaunting is exhausting enough (and I don't have work to do once there ) and a return road trip to the NE by car this weekend has exhausted me (wretched BH WE traffic ).
Sounds like a stinker of a trip. Better luck tomorrow.
DL

Thanks for the TR Slinky.

I am amazed that part of CC basic training does not include "acknowledge the regulars" particularly those at a level such as yours. It costs nothing.

One of the CC on here said it is part of training but I guess it gets forgotten - not as essential as remembering where the life jackets are and the evacation procedure !

Do the CC have any sort of pre-flight briefing? In which case the FSM should mention it then as they would have a preliminary manifest. Perhaps it should be the FSM/CSS duty to go around and just say a discrete 'hello and welcome back'.

On my DL LHR-JFK flight the purser did it when he was taking meal orders but it did seam a little seedy doing it that way ' I see you are a super dooper trillion miles member ...'

Crikey, that's a mighty schedule! What occupation requires this of you?!

Thanks Slinky,

TSA agents are either picking their game up, in terms of attitude or a few humans are begining to appear, as we also had reasonable experience last trip..

Poor show on the recognition and in flight service...

Did that lawn ever get mowed..

NH

Thank you for the TR, sorry to read about your poor experience.

Sorry to hear the service on your flight was not up to spec - it spoils quite a good run of positive TRs of late.

As others have said, that is one hell of a schedule, I guess you must get used to it, but I'm exhausted just thinking aoub tit!

Guess your line of business is training/coaching on that sort of area - how you can do that after so much travel and time difference is beyond me!

Hope the next trips a better...

Pleased to say yesterday's flight was heaps better.

One of the CC on here said it is part of training but I guess it gets forgotten - not as essential as remembering where the life jackets are and the evacation procedure !

Do the CC have any sort of pre-flight briefing? In which case the FSM should mention it then as they would have a preliminary manifest. Perhaps it should be the FSM/CSS duty to go around and just say a discrete 'hello and welcome back'.

Yes there is a pre-flight brief and normally the crew will have a manifest of passengers and know who's Au, or whatever. If they cover it ...

yes in our pre flight briefing there will be a seperate a4 sheet for a uniq pax. slinky you will have had one for your flight. it tells us who you are what kind of uniq you are, i.e. top 50 flyer, goverment, actor. it will also tell us what your preference is such as drinks, wheather you like 2 pillows etc you can also phone and have any special requests added to this! such as i like to be welcomed by the fsm. not that you should have to.

yes we are all trained on au and uniq and we know to ensure a professional service is given when i have uniq in pe or y i normally introduce myself if im working there and say to let me know if there is anything they want.

If is the FSM's duty to speak to all au and specially uniq's however alot dont the only way this will change is to write to virgin and complain.

and slinky as a uniq you should complain 60 mins to get dinner and no one answering your call bell is unexceptable, the only time we wouldn't answer call bells is if we are told to strap in for turbulance

i hope your next flight is better