VS021 LHR-IAD 28 JUL 12 (Upper Class)

This is a Trip Report from the Upper Class cabin

Ground Staff

Food & Drink

Entertainment

Seat

Cabin Crew

Good day to you fellow v-flyers, my first TR posted so I hope that it entertains, amuses and who knows, informs?!? . I am writing this after finishing off a fair few glasses of whiskey too, so please forgive any random tangents. Anyway on with the show..

Unfortunately started the morning on a bit of a low, with one of our chauffeured cars being unable to get to one of our pick up points. Bearing in mind, the car company in question’s customer service team had been informed weeks ago that there would be road closures due to the olympic road race and I was even nice enough to give them a bell the day before pickup to suggest a route to them and confirm mobile numbers of those in the car in question in case of problems. Still, they failed. I received the call 10 mins before pickup that the driver was trapped in a road by some stewards that clearly thought he was trying to join in with the cyclists!! Long story short they would no longer be able to pick those traveling with me up, but not to panic.. there wouldn’t be a cancellation charge .

Regardless, I was picked up on time, whizzed through drive-thru checkin, was through security and into the lounge in short order. If my traveling companions wish to moan about this company that shall remain nameless, they can write their own TR - they called a local cab firm in the end that magically managed to get them through the road blocks - huh.. appears it was possible !!

The clubhouse, service wise, was a tad disappointing with it taking ages to even be approached. When I was finally seen, drinks arrived quickly and then the server disappeared again, no doubt a fire to attend to. I asked the next server to walk past for a refill and she promptly informed me that she would find the server covering my section..... she clearly failed as I saw her skulking off towards the library later on.. maybe the fire was in there?!? I opted to move to the restaurant, sat down on one of their big tables that appears to be on permanent reserve in the hopes of needing the space for the people I was traveling with. Thankfully they arrived a few minutes later and we tucked into a well earned breakfast and a few drinks. Boarding was called on time and we wandered the corridors of Heathrow to Gate 20. Boarding was not very well organised with a massive queue out of the door and moody BAA agents milling about, had to push past a few families to get through to the priority boarding channel - the aforementioned BAA “helpers” stood around chatting about anything else completely ignoring the queue that had formed down the corridor. A few glares as we headed to priority boarding, met with equal stares from our group - clearly in no mood to be blocked out. All boarding done through door B and in no time I was sitting in 5K with a glass of champagne in hand.

I was approached by one of the two FSMs to ask if I was ok with the seat and knew what I was doing basically. No intro by name and no welcome back.. - so much for fixing the service inconsistency. I was all au fay with these seats, looking a bit worn and in dire need of a heavy clean but otherwise serviceable, so she moved on. About an hour into the flight the IFE failed and an announcement came over that they had to contact the engineering crew in London to help fix it It was out for about an hour and a half, but it was during the meal service so no biggy for me. Started out with the smoked salmon - was delicious, but as someone has said in another TR the portions look to be getting smaller. After clearing my starter I waited, and waited and waited.. Had to remind them I still needed a main course which was delivered just as the cheese trolley was being wheeled around for the other pax, looks like I am going to miss out this time .. The beef fillet was quite good, and it was worth the wait. shame it was served in a bowl, clearly I look like the dribble down myself type.

With the IFE back in action the rest of the journey was relatively uneventful, just sat back and enjoyed the flight - a few drink runs, a mini-burger and afternoon tea. The new menu layout is starting to grow on me, but I do see it as a lot of showmanship and less of a service. Next up, time for IAD immigration...

Well, I have heard all kinds of horror stories about IAD immigration, so was ready to make the mad dash off the plane into the moonbuggy next to the driver (thank you v-flyer). Result, we scored the first few seats and were sitting there happily laughing as people were moved down the bus. Gotta say it was a fun little experience being driven to immigration, although the driver’s commentary was a bit weird. As the doors opened I readied myself for the sight of massive queues, crying children and disinterested CBP officers... well, the hall was empty, every desk was staffed and I was through in 4 minutes - new track record?

Cases retrieved from the conveyor and out to be greeted by the driver. At least this one showed up.

Thanks for reading

Thanks for the TR - a great read.

Sounds like the service on board was less than stella, shame, but you don't seem to have taken it to heart!

Really, I agree that the food is getting less - the offering is now starting to lag behind other carriers, in my oppinion.

Thanks again for posting

Wonderful first TR Sounds like an ok flight made better by clear immigration at IAD, as for the car to LHR

[buns]

Joey

Thanks for a top notch inaugural TR - more than can be said about's Virgin's consistency

Why is it that some V-Flyers can get good and attentive service in the Heathrow Clubhouse yet others just get ignored and the same on the aircraft where today i have read accounts of some really cracking crew, yet you had pure indifference

VS have got to get that nut cracked, then they can be back to where they started all those years ago and alongside VS, who seem to keep up the standard time after time

Thanks once again

buns

Cracking TR - Agree with the previous comments.
VS do seem to be finding the customer service hard to get consistent. I have had great to mediocre service and at times better service in PE than UC in the air
Other have commented on this is all down to the FSM, if this is the case then VS need to rotate the FSM whilst a customer service refresh is held. The most frustrating part is the great service and services are just that great - The rest is well, a bit of an anti-climax and I may as well fly BA

Why is it that some V-Flyers can get good and attentive service in the Heathrow Clubhouse yet others just get ignored and the same on the aircraft where today i have read accounts of some really cracking crew, yet you had pure indifference

From what I've observed, the staff don't back each other up - merely sticking to their own areas. That's all fine until one gets held up for whatever reason leaving a dearth in one area whilst the others carry on oblivious.

I've never run a bar but I'd have thought having the staff circle through would be more effective and consistent.