This is a Trip Report from the Premium Economy cabin
Ground Staff
Food & Drink
Entertainment
Seat
Cabin Crew
There main issues were:
• The food and crew, and
• The "policy" of alcohol,
• The tired, dreary and weary look of the plane "Jersey Girl".
I'll detail that in more depth for each. Firstly, I've no need to remind you that the tickets for this flights cost in excess of £2000 and for that, you have to expect a certain standard. So, imagine our surprise when we were told that our first choice meal was not available, as all of the fellow passengers had ordered it, due to the other two meals looking decidedly less than appetising. When the flight attendant offered us alternatives, my fiancé declined as neither was acceptable, later on the same crew member said that she would see what was in the crew food-cart. Nothing came of that, leaving my fiancé both hungry and waiting, later on I challenged the crew member on the food from the crew-cart, to be told that her supervisor told her that this was not how Virgin did things. This was not relayed to us, and we were left to stew on that.
So, on asking if there was any other food or if there was anything that could be done, we were quite taken aback when the same crew member told my fiancé that she "...should have gone to Boots, or something, to get a sandwich..." and that "...there's no other food on the aircraft...". This left me in a very frustrated mood, as not more than 90 minutes later, we were offered sandwiches - despite being told that there was no food on the aircraft. My fiancé, having not eaten since an hour before boarding, was now starving, and only around 2 hours from Las Vegas. She was close to tears from the hunger and frustration, so I asked for the flight service supervisor. When he came to us, his immediate manner was the "stand off" and he really didn't care. He blamed the caterers and told us that it was just something we would have to deal with. He offered a token apology, in both his verbal delivery and rather blasé manner. On asking for the complaints address, he was initially reticent to offer it, so on pressing, he came back with one.
Now, the return flight, was incredible. Excellent staff, very courteous, good food and overall, totally opposite to to outbound.
Secondly, the alleged policy on alcohol. We were sat behind a couple, who were continually ordering alcohol during the entire flight, and the man in front of me was rocking and jumping/bouncing in his chair, I asked him several times to refrain, as it was bouncing off my knees. This couple ordered so much alcohol in fact that the lady spilled a full glass of wine down herself and then fell out of her seat into the aisle. She was then served with more alcohol when she returned. A policy on consumption? Really?
There now seems to be lottery on the flight that you receive with Virgin Atlantic, either excellent or shocking. At the moment, it is no longer a default position for us to fly with Virgin Atlantic for our next Trans-Atlantic holiday. We might look to another carrier and use the savings to "...go to Boots or something" before the flight.
Also, there was an unexpected expense incurred with the Baggage Drop facility at Las Vegas. Having been used to the free drop at Disney in Orlando, it was a shock for us to be charged $10 per bag for our check in. This was not mentioned to us, and the first we heard of this was when the attendant asked us how we'd be paying.
Finally, the aircraft “Jersey Girl” was looking very shabby. All very worn, partly working In-Flight-Entertainment and scruffy seats. I appreciate that Virgin are refitting the 747 fleet (as I saw from the return flight on “Barbarella”, but this is NOT a premium-class craft.
As Buns said earlier I think a letter to SRB is very much in order to describe your frustrations. To have a CC that were that poor in their attitude is quite unbelievable 
I must admit these kind of reports are off putting when it comes to booking VS flights from LGW/MAN. Having flown with VS from LHR a few times now and had a great experience, anything less would be a disappointment. Really hope they can get the plane refurbs turned over as quickly as possible - and a refurb on some customer service it would seem also!
