Yet another missing "Welcome back"

Oh come on, calm down, lot of over-reaction here.
Are you all really that straight and not able to take a bit of banter on the chin.
I must remember to bring the diet cokes and sweets to the next get-together!!

Not at all. In fact I'm pleased - Your defection to BA over my post means there will be another seat available should I need it
I personally would have used have used that smiley or other icons bit more in my post to show banter from pure distaste in a post.
I'm hoping after VS read my post they have SRB to welcome me back on aircraft on my return, plus issue free passes to Necker Island for life I was treated so badly ) ) )

Did you really need to see smileys in my post to realise it was not a real view.

Now come on, did you really?


I was going to add them but thought there can't be anyoe who would take my post seriously.


Oh well, I'll know for future posts.

[Decker]

When you don't know the people you're dealing with other than anonymously it helps to pretty much semaphore your intentions if there is any ambiguity. Hence emoticons.

I've flown 4 UC legs, and have never been addressed by name by any crew, nor has an FSM ever spoken to me. I think one may have come around with the wine once, but that's it.

I'm a FC red, so I wouldn't expect any sort of recognition in that regard.

This whole conversation is a bit childish. Nowhere on the list of benefits that gold Flying Club members receive is a mention of 1) The FSM will acknowledge you on every flight or 2) You will receive a glass of champagne as an acknowledgement of your goldenness, whatever your class of travel.

Don't beat them round the head for not providing something they've never publicly acknowledged they'd provide. Don't expect it everytime, and you'll enjoy it all the more when it happens.

This whole conversation is a bit childish.

Not at all. I have no idea what your own travelling frequency is, but mine has been steadily ramping up over the past few years and I fly somewhere at least every couple of weeks now. Aside from the fact that this takes a fair chunk out of my 'real life' (because I'm not at that point where I consider travelling to be my standard state of being...), it also makes me focus a lot more on the little details in the experience of the journey rather than just the fact of getting from A to Z.

Now, do I expect every FSM to know me personally - of course not. On the other hand, they damn well have the data available to be able to inject a personal note of service into proceedings, and to do it consistently. So for example I shouldn't get questions like "would you like me to show you how to use the UCS, or have you flown with us before?", after about my hundredth flight with them.

Admittedly, they did come close to getting it right with a "hello Mr RC and welcome back" at the door on my flight on Friday, but then slightly spoiled it when there was a loud conversation from the galley around having "gone around the cabin and visited all the VIPs" (clearly an AU is not a VIP, maybe the cast of TOWIE was on board...).

It's very easy to look at this as a DYKWIA moment, but I simply think that if I'm going to be spending over £20k of my/my company's money on VS every year, then a few consistent, personal touches are not too much to ask for.

I've edited my post above to elaborate

This whole conversation is a bit childish.

Barg, this kind of comment is just going to provoke further ill feeling. Completely unnecessary, best to make your point without the 'childish' name calling.

Back to your actual point... no it is not a stated benefit but rereading the OP it was a dig at the service inconstancy - do you not think that a company that relies heavily on providing a good service, especially so to keep pax coming back (i.e the frequent flyers) should be looking to go outside of the lines to provide said service? Or is everything supposed to be black and white, by the book ... ][|) ][|)

Service provision is varied dependant on the FSM, plain and simple I like the welcome back and miss it when it isn't offered. Not a far stretch to personalise the service to people that spend all that money showing loyalty to a particular airline is it?

I haven't called anyone a name, however tempting The conversation is childish. And I stand by that.

Your point is that you're expecting it to be very black and white, in that you're expecting it to be written in a book and adhered to everytime.

Yes, inconsistent, however they're not breaking any promises.

The conversation is childish. And I stand by that.

Apologies, I read that as a dig at the people contributing to the conversation, therefore probably not what you meant. I think this thread is anything but childish, as it has branched into something that has plagued TRs of late - VS service inconsistency.

Your point is that you're expecting it to be very black and white, in that you're expecting it to be written in a book and adhered to everytime.

Not at all.... I think you may have misunderstood my point.. You edited your post with contents of what the VS service promises to provide, that is what I meant in being black and white and by the book... it is in this that my comment on going outside of the box to keep the loyalty of their FF comes in.

In doing this they are providing a great customer service from the perspective of the aforementioned FF s who, of all people, are going to notice when things start to vary between the flights. By having some FSMs acknowledging this and some not is the variance that people could take issue with.

In my first post on this subject I said that, personally speaking whilst I appreciate the welcome backs and the thanks for staying with VS, I will not let it spoil my experience if they are absent. It is a missed opportunity though for something that takes very little effort in most cases and means a lot to the pax in question - customer satisfaction is a good thing to keep people flying VS, and def something needed in todays competitive airline market.

Hope I have made my point clearer ?|

I've been greeted by name in just about every cabin on VS (and other airlines), but it doesn't do much for me.

My view, quite simply put, is that I don't want someone to call me Mr Concorde, because all this means is that they've looked me up on their piece of paper - that doesn't do anything for me. I have been remembered by CC on several flights and this has meant more to me.

But what REALLY matters to me is to get a consistent level of service in the cabin that I've paid for - pure and simple.

They can call me just about anything, provided I get the expected level of service.

I just don't understand why this issue is so important to some - all the FSM or other CC are doing is looking at a list and then using it's content to say "hi" - there's not much genuine or service enhancing in that, surely?

It's my controversial opinion that every passenger should be treated exactly the same regardless of what cabin they're flying in or how many tier points they might have collected.

Virgin Atlantic has always a been far more inclusive airline. They're not about treating someone differently because they've paid more money. Loyalty is a wonderful thing, and it's encouraged by giving you more access to the facilities you enjoy and love. But the idea that if you spend more money you should somehow expect more friendliness and politeness is ugly.

I'm sure the airline is working on being more consistent in this regard. But maybe the mentality of the passengers needs to change too.

To be fair when giving out the menus the fsm and CSS are supposed to welcome each pax by name and welcome back if ff on day flights. If they don't then they're not doing their job as they all know they are supposed to

The above quote is unless I'm very much mistaken, from a serving member of VS staff. So although its not publicly stated on VS' website, crews are meant to be providing name greetings and recognising FF status. The fact that 100% of the crews Ive had in 4 UC flights have done none of the above shows the inconsistency issue.

To be fair when giving out the menus the fsm and CSS are supposed to welcome each pax by name and welcome back if ff on day flights. If they don't then they're not doing their job as they all know they are supposed to

The above quote is unless I'm very much mistaken, from a serving member of VS staff. So although its not publicly stated on VS' website, crews are meant to be providing name greetings and recognising FF status. The fact that 100% of the crews Ive had in 4 UC flights have done none of the above shows the inconsistency issue.

And actually, that one is another case in point - I asked where my menu was on the 45 about a week ago, forgetting that they were handed out now. I was duly reminded of that fact by the CC, with the information that it was specifically to promote a more personal level of service. But sadly, when I was given the menu, it was with another 'can I explain anything to you' type comment, followed by a 'so are you one of our golds then' when I pointed out that I was pretty familiar with the buttons. Admittedly that was otherwise a pretty good flight, with an engaging FSM and CSS at the bar, but goes to show how the little details around consistency get remembered.

As for this idea that all pax should get treated the same, where logically do you stop? Make it a one-class airline like Ryanair? Although perhaps with slightly less emphasis on the S&M approach to customer service

[Decker]

The idea that all pax should be treated the same shows a woeful lack of comprehension of staffing levels. People travelling in premium cabins are paying more for both the hard and soft product. If I was treated like a coach passenger when flying in Upper I'd be appalled. If I was treated like an Upper passenger when flying in coach I'd think the airline had gone mad.

All classes deserve courtesy and respect but in the same way as I expect a better level of service when I pay a lot more to stay in a 5* hotel than a Travelodge I expect the same in the air.

Huh, it was a controversial view after all....

Sorry barg, but given I have had to rephrase what I was saying a couple of times I am fairly certain you still don't get the point people are trying to make. It is service inconstancy delivered between flights as opposed to a DYKWIA argument - change the mentality of the pax ?| I am happy with my mentality cheers, I think I am more than fair in this regard Everyone else happy?

Oh and as decker and ratechaser have said having all pax that travel treated to the same service levels despite class of travel is a taking it too far.. Agreed everyone should be treated politely and with courtesy but premium cabins pay a premium for a reason. Service offerings are better towards the front plain and simple, a Ryanairesque one class system on the long haul carriers is pure madness n(

Oh please Joey. This is totally a DYKWIA thing. It's totally down to people getting offended because their ego isn't being consistently stroked. Ugly, ugly, ugly.

And Decker, I assure you I have a very good grasp of staffing levels

Don't feed them.

Sounds like barg could be a VS staffer who has had an 'ugly' experience... What did this FF do/ask for that has mired your opinion of FF s? Could be a good DYKWIA story here..

Oh please Joey. This is totally a DYKWIA thing. It's totally down to people getting offended because their ego isn't being consistently stroked. Ugly, ugly, ugly.

And Decker, I assure you I have a very good grasp of staffing levels

Well Barg as the OP I can assure you if you knew me at all your would know that it is far from a DYKWIA thing as you put it.

A lot of us, from reading, on this site have positions where people are classed as our "customers" and service levels etc have a meaning.
If it was a DYKWIA thing I would have been on the phone to VS complaining about how important I am. I am level headed enough to know that they are thousands of VS flyers that travel more than myself, get more tier points that myself and have more VS miles stored away. That doesn't detract from the point that a fair few of us on this site believe the service that VS offer for what is a premium product is not what is was or can be improved on an airline that we like.
As has been stated we cannot and would not guess at the type of traveler your are and your comments are as welcomed and as equal as anyone else on this board.

If you look back through barg's posts, it is quite clear if they are employed by VS or not. Makes the comments on this thread by them even more interesting...

Going back to origional topic.

I have been SK God for the past 7 years and fly once a week. I only get a "welcome back" when I know / is familiar with the crew from previous flights. A nice touch, but nothing that makes my day more enjoyable...¨

I have however recently done a few return trips within 24hrs on VS, where the crew has been the same on both the inbound and the outbound, and here I have recieved a welcome back on all flights and and very chatty crew. Again a nice touch...

Happy travels...

I get the comments on service consistency and the expectation of increased service on a premium cabin. What I do have a problem with is a passenger deciding to nosey at the flight status of other pax. Whilst the information wasn't exactly hidden, it's still no one else's business except the crew. I'm afraid I found that the height of bad manners.

What I do have a problem with is a passenger deciding to nosey at the flight status of other pax. Whilst the information wasn't exactly hidden, it's still no one else's business except the crew. I'm afraid I found that the height of bad manners.

On a lot of flights this is posted where it can easily be seen - e.g. in full view behind the bar, or on a galley wall next to where you queue for toilets. You can't expect people to walk around with their eyes shut. If it shouldn't be seen by others then the crew should be told to be more discreet. I've seen these lists on several occasions and I am not nosey at all!

What I do have a problem with is a passenger deciding to nosey at the flight status of other pax. Whilst the information wasn't exactly hidden, it's still no one else's business except the crew. I'm afraid I found that the height of bad manners.

On a lot of flights this is posted where it can easily be seen - e.g. in full view behind the bar, or on a galley wall next to where you queue for toilets. You can't expect people to walk around with their eyes shut. If it shouldn't be seen by others then the crew should be told to be more discreet. I've seen these lists on several occasions and I am not nosey at all!

I've acknowledged the list is displayed in a public place, I am not saying it's a gross invasion of privacy. But I do think going out your way to nosey at information relating to other passengers is very bad manners. I am not interested in the flight status of other passengers, it has nothing to do with me.

As stated the memo that was sent around to FSM/CSS asking for a welcome back was time permitting.

None of us know what was happening behind the scenes on the OP's flight. I have read several trip reports of short crew( a reason for the recent large cc recruitment?) maybe today was one or various other problems in other parts of the planes.