VS901 NRT-LHR 8 JAN 12 (Upper Class)

This is a Trip Report from the Upper Class cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

OK, I'm doing a TR in reverse order and doing the home-bound one first.
As I've just posted on another thread about lapsed VS flyers, the experience on our flight home just didn't impress me one iota, in total contrast to our outward-ound flight!
After an all too-quick 7 days in Japan having visited Osaka, Kyoto and of course Tokyo it was time for our flight home from Narita.
The flight was at 12pm and so we decided to not have to worry about being late and decided to get the 7.10am Friendly Limousine Bus from our hotel (Tokyo Hilton)which would arrive at approx 8.30am at Narita.
In typical Japanese fashion , the bus left promptly on time and we arrived at the airport at about 8.35am where we quickly found that the entire VS check-in desk area was closed , with not a soul in sight.
The monitor said that check-in was open from 9.30-11am which really annoyed us to be honest!
The entire 3 lanes of check-in were roped off we just stood there for the best part of an hour patiently biding our time.
A few other UC PAX decided that they didnt want to queue with the rabble, and began to form another one nearby.
They had obviously failed to see our mountain of luggage with silver and purple tags on so being the easy-going soul that I am decided against being confrontational and went for a quick wander whereupon I quick found a Japanese airport worker who was walking down the tensa-barrier lines ensuring that all the lanes were perfectly straight , and yes that sums up Japan in a nut-shell.
He was able to advise me where the UC check-in queue should begin and so we soon re-located ourselves .
DL Clan =1 Queue jumpers = nil
I haven't much to say about the actual check-in process as everyone was very pleasant and polite , we had done OLCI and our seats hadn't changed.
Fast-track security worked a charm and we were soon in the Narita Clubhouse.
It is very small, the staff were lovely and the crepes were delicious.
As we all had Yen to spend before the flight took off we didn't spend as much time in there as we'd have liked as we kept dashing to the shops.
All too soon our flight was called and Priority Boarding worked a treat and we found ourselves on Dancing Queen .
My suite was 12A whilst the others in my group were in 10A and 11A.
12A looked new, but I noticed that 11A looked decidedly ropey with damaged and broken plastic trim.
I'm not going to say much really about the flight, except to say the food was quite pleasant (pics to follow) and uneventful.
However, my main gripe is that the service was OK at best and lack-lustre at worst.
I don't expect to be waited on hand and foot on any flight, irrespective of what class cabin I am in, but just had the distinct impression that no more than absolutely necessary was being done?
The FSM did make herself known at the start of the flight via the PA system but I don't recollect her at any stage after that, other than when I was sat at the bar with DragonLady not long after the meal service had finished.
About to pass some crisps to my mouth the FSM loudly exclaimed (perhaps it was her tone) "you're not still hungry are you?" which took me back a bit I have to say.
Landing was uneventful and we were soon through IRIS.
Overall I'd say that VS could have done a lot better, which gives me no joy in saying.

Thanks for the TR - what a shame your trip back was so lacklustre.

As so often seems to be the case, the attitude of the cabin crew, and the leadership (or lack of it) from the FSM can make or break the experience. VS really need to get on top of this.

FSM sounds an absolute delight" A shame there are still some of the bad ones around

[buns]

Consistency, Consistency, Consistency - says it all

Nevertheless, thank you for sharing your experience

Look forward to the Outbound

buns

I am have flown that route every month for the last 3 years, it is a real shame that every time i fly now i see little changes or cut backs, these over the last 18 months have led to a very different service from what we once recieved from virgin. I however still enjoy the flight but i believe the staff are who make it. Being a gold member and stepping onto the plane 2 years ago warranted a welcome Mr xxxx but now nothing. they removed the little moisturisers sweets, the little touches are gone. and the suites are now becoming tatty. So please virgin sort it out i love flying VA, dont make me stop.

About to pass some crisps to my mouth the FSM loudly exclaimed (perhaps it was her tone) "you're not still hungry are you?"

How would she have reacted if you said 'YES' ???

Very poor show. Thats the sort of thing your mother says to you .....









Opps forgot your mother was onboard too maybe she'd had a word with the FSM?

[honey lamb]

About to pass some crisps to my mouth the FSM loudly exclaimed (perhaps it was her tone) "you're not still hungry are you?"

How would she have reacted if you said 'YES' ???

Very poor show. Thats the sort of thing your mother says to you .....









Opps forgot your mother was onboard too maybe she'd had a word with the FSM?

Well, Tonty, learning about your mother vicariously through you, I could well imagine her saying that but as a mum I have yet to say it to Aer John. And if he had been on that flight he may well have been hungry not being a fan of "posh nosh". He was one of the few people who loved the bangers and mash option that seemed to be on the menu forever some years ago and would be totally unimpressed by curries, tagines, soufflés, pastas, risottos or any other fancy name you would like to put on food. He probably would have said "yes" in answer to the FSM's query

Thanks for the TR, and hope you get a better service on your next outing.

About to pass some crisps to my mouth the FSM loudly exclaimed (perhaps it was her tone) "you're not still hungry are you?" which took me back a bit I have to say.

Perhaps a misjudged attempt at banter?

Thanks for the TR, shame about the FSM on this flight.

Thanks all, perhaps the comments by the FSM were an attempt at banter,and I love a good joke, but thought that the comment just came across as rather inappropriate.....
Consistency is the name of the game I'm afraid.
The outward flight was fantastic, one of those flights where you realise how good the Virgin brand can be, addressed by name every time, nothing was too much trouble for any of the CC.
Perhaps this 'wow' factor so evident on the outward journey spoilt us for the return journey, did we expect too much perhaps?

Thank you for the TR, shame about the lack of consistency.

I love a good joke

Which is usually at my expense lol .
No, this flight wasn't the best I've had (and I've done a fair few with VS over the last year). One crew member was actaully very helpful but there seemed to be a return to the feed 'em, water 'em, crank up the temperature (roasting hot ) and disappear mentality.
Nessy and I sat at the bar for a good while (I managed to drink a full large bottle of water) before anyone showed their face.
Yes the cabin was full but that shouldn't make any difference at all. Our outbound flight had been up there with the best (I have sent an email to CS to this effect and have received a positive response) so this was a real anti- climax.
Check -in not being open until 2.5 hrs prior to departure was a real pain too .
DL

About to pass some crisps to my mouth the FSM loudly exclaimed (perhaps it was her tone) "you're not still hungry are you?"

How would she have reacted if you said 'YES' ???

or
Yes- the food was as bad as the service

Thanks for the TR... the FSM does sound like a right bundle of fun. If she was setting the standard for the service on the flight, I can imagine the crew would have been none too bothered about exceeding expectations.

I know that Virgin - allegedly - read this site... you can only hope that someone at Virgin reads this trip report and finds out who the FSM was (should take someone with the right level of access on their system no time) and passes the "feedback" on to her / her manager.

Thanks all, perhaps the comments by the FSM were an attempt at banter,and I love a good joke, but thought that the comment just came across as rather inappropriate.....

Ah, ok. It is a fine line and I think a real customer service skill be able to judge the appropriateness of banter in terms of timing and content.

Perhaps this 'wow' factor so evident on the outward journey spoilt us for the return journey, did we expect too much perhaps?

I'd say an emphatic no you didn't, as they can do it both ways (as they did on our recent JFK trip). I do find it odd as it's such a low cost way of generating loyalty.

Thank you for the TR. We had a similar experience on our return trip from Hong Kong, cabin crew rushing the meal service even to the extent of trying to take Mr D plate away before he'd finished! So they could get every one settled down and disappear. Going to the bar and helping myself to water ( No crew in sight ). Worst of all Mr D slept throught breakfast so went to the bar to get a coffee an hour away from landing and was totally ignored, they were all to busy clearing away! He was not a happy bunny. After staying at both MO in Hong Kong and experiencing the outstand service, this made the poor service on board stand out even more.

What a poor level of service from the FSM, especially when your outbound was so good (TR please!!)

Hope you have shared your experience with VS.

Jon