VS19/VS9 Saturday 17th October - Shambles

Good afternoon from the Clubhouse.

Bit of a shambles unfolding this afternoon. The VS19 has been delayed for 5.5 hours as of 16.21 BST. The B747 due to operate the SFO flight went tech and was not fixable. Virgin tweeted they were trying to find a replacement aircraft. The B747 that was meant be operating the VS9 was re-assigned to the VS19 leaving the VS9 without an aircraft. As a result the VS9 which I am booked on is now delayed 2 hours and sliding by the half hour.

Every B747 leaving Heathrow today has been delayed. Surely not coincidence?

I was a bit shocked to hear Virgin would not put me on the VS1 nor the VS25 because it would mean assigning a handling team to locate my bag.

Also disheartening to hear the gripes of several passengers on the VS19 tweeting how awful communication has been since the first delay was announced.

All the more reason to ship out the aging 747s. They sound like walking wounded. Sorry to hear about your delays

Sounds like it has been one of those days as I noticed the VS15 was delayed over 3hrs due to a technical issue with everyone sat on board for over 1.5hrs. That said safety first of course.

I see that the VS9 has just been delayed overnight until tomorrow afternoon so hopefully you will be presented with some options now to get to JFK this evening unless of course they take great care of you overnight.

Good luck.

Jon

Absolutely diabolical!

The VS9 delayed until Sunday at 15.05. I have honestly never experienced such nonsense.

Will update once I find out my options.

Rubbish news but you can console yourself by thinking about what you're going to spend you EC261 compensation on...

Rubbish news but you can console yourself by thinking about what you're going to spend you EC261 compensation on...

Enlighten me...

I have to say - it really was shambolic, I was pretty shocked.

One family of 4 traveling J for the first time to NYC as a family. Father a life long VS flyer, very upset with what's gone on and the lack of preparedness. We had to wait 25 mins for ticket agent to arrive to be able to make the changes to tickets. VS9 departs tomorrow at 15.05 as the VS1009. We're all off to the Sofitel at Terminal 5 with dinner, breakfast and lunch catered for.

Really feel bummed at Virgin this evening.

The full blurb is here https://en.wikipedia.org/wiki/Flight_De ... Regulation

Basically, LON - NYC is "a flight not within EU of greater than 3500 km in distance" which makes it a Type 3 which will get you 600 Euro if the flight arrives more than 4 hours late.

Accepting hotel accommodation, meals or refreshments doesn't stop you being entitled to the cash, that's in addition. The only get out the the airline has is if the circumstances that caused the delay are, "extraordinary circumstances which could not have been foreseen even if the airline took all reasonable precautions." Technical faults do not fall into this category so you should claim.

Don't expect the airline to volunteer this info, they are not legally obliged to tell you about it and run on the assumption that most of the passengers won't claim because they think the hotel and meals are all they are entitled to.

Don't expect the airline to volunteer this info, they are not legally obliged to tell you about it ]and run on the assumption that most of the passengers won't claim because they think the hotel and meals are all they are entitled to.

That is 100% wrong.


Airlines are legally obliged under the regulations to inform passengers of their rights

Under para 20 of the pre amble

Passengers should be fully informed of their rights in the event of denied boarding and of cancellation or long delay of flights, so that they can effectively exercise their rights.

And under Article 14.2

An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. It shall also provide each passenger affected by a delay of at least two hours with an equivalent notice. The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form.

and how often have you heard the cabin crew announce that pax can claim 600 Euro each?

From the other side of the pond... I was boarding a flight at RSW (still on it actually, B6930!) and had a call from a NY number. It was someone at JFK from Virgin Atlantic. I was supposed to be on the VS10 tonight but they were calling all gold card holders to move them on to another acceptable flight. What I found quite interesting is that we knew the VS9 had gone tech and would not be leaving LHR and we were placed on to the VS46 about 20 minutes before VS released this information. Happy with the outcome here as it means not hanging around JFK for 5 hours but really sorry to hear of your experience in London.

Just looking at my booking and I now have the J fare code. Does this mean I will get the extra TP and 300% miles?

UPDATE

Now at the Sofitel.

There has been no hurricane, no disaster, nobody hurt so I won't froth at the mouth. What I can do is to give a little insight into how VS get it so wrong.

First and foremost the J, Z, G whatever Upper Class passenger. Why is it that when this kind of thing happens - everybody is treated the same. I'm sorry, but don't people fork out the extra thousands, invest in an airline by being frequent flyers to receive at least some sort of extra service? There was absolutely none today. We were told to wait for buses to take us to the Sofitel at Terminal 5, given meal tickets and told to get back to the airport for 1pm. I got a cab...

I queued behind 150 others at the Sofitel whose staff were super great!

It's absolutely appalling. I'm sat at the Sofitel with several others who were at the Clubhouse and we're all as equally in shock. There was one VS rep who showed up at the hotel who was clearly not versed in how to deal with such a situation.

We were all given meal tickets to attend a buffet which the hotel were preparing especially for the 200+ VS PAX. French fries, curry and something else was muttered.

UPDATE: Just popped down to the Virgin Buffet and DID NOT join a line of 150 people trying to get in.

I will be pursuing the maximum compensation and a thorough explanation for what has transpired because it really is unacceptable.

Ask them if they know who you are. You're sounding very much like one of those people. Curry with those other ghastly people? Get a grip you horrible spoilt little man.

I think that's a touch harsh. You pay for UC, you expect a certain level of delivery. 150 people in a line for chips and curry sauce isn't what I imagine when I book J.

It's absolutely appalling. I'm sat at the Sofitel with several others who were at the Clubhouse and we're all as equally in shock.

I will be pursuing the maximum compensation and a thorough explanation for what has transpired because it really is unacceptable.

You can claim EU 261 - As an AU ( in UC) I had my plans changed more than once due to tech issues ( get over it) ...
'Appalling/ being in shock " is being contacted by one of your team members today with the news that they've been admitted to hospital today with a diagnosis of terminal cancer ( and they're
not likely to survive the week).........
DL

I can empathise and appreciate that your plans have gotten a little bit c*cked up this afternoon, but you are acting a little high and mighty on this one. You've been provided with a stay in a hotel, a free meal (that heaven forbid other people are queuing for) and a replacement flight. Sure, it's far from ideal and I too would be wondering why I couldn't be transferred to the VS1/25/5303, but this might have to be one of those ones that you chalk up to just bad luck. This sort of thing can affect any airline, not just VS.
This is very much sounding like your monocle has popped off.

[honey lamb]

Ask them if they know who you are. You're sounding very much like one of those people. Curry with those other ghastly people? Get a grip you horrible spoilt little man.

There really is no need to be so rude and I would point out that personal name-calling such as you have employed is strictly against forum rules.

At no point did the OP say that the people in line were ghastly. What he did was that he did not join a line of 150 people. I wouldn't have done that either for several reasons which has nothing to do with the people in the line with me but for my part the act of standing around for the length of time involved. From what I can gather, he was a family of four. The other members could have been elderly parents or young children, neither of which could cope with long lines. Oh, and I don't particularly like curry either.

And with regard to your "Ask them if they know who you are. You're sounding very much like one of those people." comment, the OP has only commented on the fact that flying UC, he would have accepted a better service. He has already acknowledged that sh*t happens but it is how an airline deals with it is the issue and for families who have paid a premium price (and perhaps one is a gold member) a little bit more is expected.

You have obviously never had to deal with a delay of the magnitude being experienced by various V-Flyers because of the knock-on effect of an aircraft going tech given that this seems to have been a "dies horribilis" (with thanks to Her Majesty for the "annus horribilis" term) and Virgin do not seem to be handling it well. Cut him some slack and please consider what the person posting is enduring, before you come out all guns blazing with insults.

'Appalling/ being in shock " is being contacted by one of your team members today with the news that they've been admitted to hospital today with a diagnosis of terminal cancer ( and they're
not likely to survive the week).........
DL

Seriously appalling news for anyone to get & I'm sure everyone on the forum that read that had a horrible sinking feeling but, like me, feel so sorry for the folks but can't think of any words that could console any of the people involved in that situation.

As for main thread +1 to what HL said about Bobby_Ham coming across as a bit rude - we don't have to all agree with each other on this forum and a bit of sarcasm or wit is most welcome but the "Get a grip you horrible spoilt little man." bit was over the top, IMHO.

Perhaps one way to work off some steam is instead to dash off a note to Virgin and suggest some constructive ways of better handling situations of this type in the future. From the notes on this forum, it seems that Virgin didn't really have an adequate plan to handle this type of incident, and the people available to carry it out. It would be different if it occurred at an out-station, but no excuse at LHR, where there should be staff on call to help out.

The issue of the number of spare aircraft available (zero, apparently) is above my pay grade.

Very weird that they've appeared to handle the situ in NYC better than LHR. Many a call in the CH tonight asking passengers to move onto earlier flights; not sure if normal but not visited the JFK CH before.

Anyway, on our way to 31L for takeoff. Enjoy your flight tomorrow!

Ask them if they know who you are. You're sounding very much like one of those people. Curry with those other ghastly people? Get a grip you horrible spoilt little man.

I don't like this. We don't do this on V-Flyer. We sympathise and within the limits of our knowledge, try to be constructive and helpful. If we can't do any of those, we don't post.

Woah!

What lovely replies to be reading. For a moment I thought I was on another site and among children. Absolutely no need to be insulting me for having a valid opinion. 'Horrible and spoilt'.... was someone on the port last night?

I believe I have a point. Perhaps my choice of words are at times a little dramatic, but going back to the point, for everything Virgin are famous for - the finer details and the 'experience'.. it tends to go out of the window when things such as this happen. It's very uncommon to be reading how wonderful the experience was handled with regards to situations such as that of the 9/19, or a cancellation etc. We all rave about how wonderful trips are in what ever cabin, how great the lounge is here and there, but we never commend Virgin on they handling of these such matters and there is a reason for that - they are more than often not handled.

you will probably get given a leaflet when boarding with the offer of 5000 miles.
Prob not worth it because I doubt you will fly V again after this experience.
Just make sure you get your EU compensation before filing for the miles - just in case there is hidden t&c's.

V are obliged to provide a meal & hotel accommodation, etc. There is no rules within the law that they have to distinguish between their customers on the flight & give them different rooms/meals, etc. - Though I bet that would go out the window if there was a VIP on board?
At the end of the day, they are a business who is going to lose out financially massively by bumping a plane full of people & having to put them up in a hotel.

Woah!

What lovely replies to be reading. For a moment I thought I was on another site and among children. Absolutely no need to be insulting me for having a valid opinion. 'Horrible and spoilt'.... was someone on the port last night?

I believe I have a point. Perhaps my choice of words are at times a little dramatic, but going back to the point, for everything Virgin are famous for - the finer details and the 'experience'.. it tends to go out of the window when things such as this happen. It's very uncommon to be reading how wonderful the experience was handled with regards to situations such as that of the 9/19, or a cancellation etc. We all rave about how wonderful trips are in what ever cabin, how great the lounge is here and there, but we never commend Virgin on they handling of these such matters and there is a reason for that - they are more than often not handled.

Ignore the juvenile replies. I've been on the receiving end of Virgin in a similar situation and they are worse than appalling.

Take the advice re the EU claim, it is correct and may help go some way to compensate you all.

Hopefully your flight today will get off without issue or delay. Enjoy the clubhouse and have a lovely time away.

Woah!

What lovely replies to be reading. For a moment I thought I was on another site and among children. Absolutely no need to be insulting me for having a valid opinion. 'Horrible and spoilt'.... was someone on the port last night?

I believe I have a point. Perhaps my choice of words are at times a little dramatic, but going back to the point, for everything Virgin are famous for - the finer details and the 'experience'.. it tends to go out of the window when things such as this happen. It's very uncommon to be reading how wonderful the experience was handled with regards to situations such as that of the 9/19, or a cancellation etc. We all rave about how wonderful trips are in what ever cabin, how great the lounge is here and there, but we never commend Virgin on they handling of these such matters and there is a reason for that - they are more than often not handled.

Ignore the juvenile replies. I've been on the receiving end of Virgin in a similar situation and they are worse than appalling.

Take the advice re the EU claim, it is correct and may help go some way to compensate you all.

Hopefully your flight today will get off without issue or delay. Enjoy the clubhouse and have a lovely time away.

Many thanks.

http://www.virgin-atlantic.com/gb/en/tr ... -form.html
You can claim online via the above link.
May as well do it ASAP, rather than waiting until you get back.