Snooze Packs I eat my words

[ChuckC]

Simon,

Yes, toothpaste and brush are now "extras".

You may not even see the cardboard snooze kit as it is quite slim --- not in the way I'd like to be slim, however! In spite of everything one reads here you still may be unprepared for the sight of a cardboard envelope instead of an amenity kit. I wasn't.

All this said, and considering that a great amenity kit is definitely called for and should be returned to UC forthwith, my two most recent flights were excellent in all respects.

Chuck-

I've just realised this thread is a wind up. Very funny guys, and I nearly fell for it! ...... I know there's no way VA would stick a crappy little cardboard envelope containing none of the expected or useful stuff on your gorgeous seat ready to super please you as you board.

If it was true then the board meeting must have gone something like....... "Hey you'll never guess what our market research has thrown up." "What?" "We asked one or two people who never fly UC whether they would mind if we couldn't be arsed to put toothpaste in the packs for UC passengers." "And they thought that was ok?" "Yeah, they seemed perfectly fine with it." "Sorted then"..... "What's next on the agenda." "Brand sir". "All seems well to me." "Next". "Complaints sir - we seem to be getting a few more than usual." "Really, whatever could be causing that?" "We just don't know sir, we're using the highest quality cardboard!" "mmmmm that's a puzzle then.."

AND THAT DOESN'T SEEM LIKELY NOW DOES IT!

Sadly Simon it's no wind up.

Take it from the crew that have posted!

[fozzyo]

ROTFLMAO!
[oo]

[HighFlyer]

Simon ... i didnt know you worked for VS marketing You'll be in trouble for discussing what happens at those meetings you know!

Thanks,
Sarah

Originally posted by V-Ben
thanks for the MANY pseudonyms for the Snooze Packs you've given above... they've livened up some internal meetings in Crawley no end!

Perhaps I should have copywrited "Scrooge Pack", then with the money earned I could buy myself a decent bag of goodies for the flight[}:)]

I know in some ways it might be seen as a smaller issue than the GNF debacle but the more I read this thread, and the more it drags on the "scrooge pack" seems to be getting many more peoples backs up.

Even if they don't listen to VF I hope Crawley will take on board passengers and crews annoyance sooner rather than later. Lets hope they introduce something better, or even reinstate the old pencil case kit..

Dean

[fozzyo]

I think that is a good point, and there is a big thing that makes this a lot worse then the GNF debacle. That only effected a few flights, this effects them all and all pax.

Maybe a letter writing campaign - bring back the most popular Amenity kit you guys have had in recent times! Again, this is similar to the GNF - a great idea, just the implementation and handling of it has been appauling.

[Scrooge]

Forget a letter writing campaign,VS has that covered,they will just send an automated responce.

Instead how about our UC pax grab everyone they can then we send them to SRB's office as an x-mas present? or grab the pack's from other airlines with a note saying enough of the BS cost cut's,im enjoying these packs on BA/CO/SQ etc.

Originally posted by jetwet1

Instead how about our UC pax grab everyone they can then we send them to SRB's office as an x-mas present? or grab the pack's from other airlines with a note saying enough of the BS cost cut's,im enjoying these packs on BA/CO/SQ etc.

Far too mild, I'm reckoning we all turn up at Crawley en mass with burning torches and pitchforks :D

Seriously Dave, that is a good idea, and the kind of direct action I like! I'm just waiting for my next flight so I can collect them..

Dean

Originally posted by jetwet1
Forget a letter writing campaign,VS has that covered,they will just send an automated responce.

Instead how about our UC pax grab everyone they can then we send them to SRB's office as an x-mas present? or grab the pack's from other airlines with a note saying enough of the BS cost cut's,im enjoying these packs on BA/CO/SQ etc.

What a fab idea?[y] I'm flying CO Biz First this month. I have no idea what their amenity packs are like but I'm sure they will be better than the current UC offering![n]

Latest from Virgin, Does not seem your complaints are working!!

It is clear from your comments here that the introduction of the new Snooze Pack is a contentious and emotive issue. During my recent travels, I found that people understand and support the decision once it is fully explained to them. It is clear we could have done a much better job explaining what we are aiming to achieve, which is why I am writing this. I would like to take this opportunity to give you all the facts.

We were finding that passengers frequently left the old kits behind and discarded many of their contents. This was wasteful and not environmentally friendly, but it was also expensive and at odds with our Manifesto goal of driving efficiency and effectiveness. In fact we had lots of negative comments from staff and passengers alike complaining about the waste. We know that only 40% of items in the packs were used.

So we used this information to determine what our passengers really wanted and we put together a kit that only included those items that didnÕt get returned. It is also worth mentioning that the reasons people fly Virgin is because of our legendary service: our staff, Clubhouses, limo transfers, the Upper Class Suite, onboard bar, in-flight massage, etc. The amenity kit needs to be seen in this context.

Nevertheless, since the launch we have listened to the feedback from Cabin Crew and passengers and decided on the following changes:

We have decided to include a toothbrush and toothpaste in the kit. Whilst only 40% of passengers used these we are reinstating them to facilitate a speedier service.

We are sourcing a larger wallet to include these items and at the same time we are also addressing the gluing issues that have been encountered with some packs. This will take some time to produce because our amenity kits are sourced in the Far East. So in the meantime, toothbrush, toothpaste and pens are to be offered on a tray. Sufficient numbers of each of these will be loaded so that every passenger will have one.

We already have a range of supplementary items that are available on request but we have decided to upgrade this service. So, we are developing an accessories service, with the help of the Cabin Crew and Inflight Services. We will source a range of better quality items (eg moisturisers, lip balm) that we will offer in addition to the Snooze Pack.

It is important we iron this out because we are not going to reintroduce the old amenity kit. Plus we can benefit from a significant saving of over £1m by eliminating waste, so we need to ask for your continued support with this.

[Decker]

Ouch... that is just bone headed. Thank you very much for sharing. Talk about hypocrisy - "not environmentally friendly". Oh yes, that well known green pursuit - transatlantic air travel. At LEAST they could put something in the kit saying "Because of the savings incurred using the scrooge kit we have paid for your flight today to be carbon neutral".

Whoa! I predict much fun and games in response to that [}:)]

OK, my tuppenyworth:

- don't proffer the amenities in the form of a student bedsit (aka legendary service [:o)])
- improve the quality and offer wider choice so we don't have to think to pack all this stuff in our carry ons
- who are all these people who don't brush their teeth - do they all take their own toothbrush, I think not [:$]
- so now we know its about money, not the environment (doh!)

And yet again another admission (aka GNF) that a change has been poorly introduced and badly communicated to Virgin's premium passengers. Who are the idiots running these exercises and will they learn with regard to the rumoured future 'innovations'!

Thanks for the explanation vscss. Perhaps the reason why the previous UC amenity kits were left behind by pax, was because there was little of any value in them also?

The current packaging has been an issue too which you say VS are addressing.

You are right when you say that the amenity kit is only a small part of the UC experience. However, I think us V-Flyers feel that even this small part of the experience is cheapening the overall product.

It is also interesting to see that our complaints are probably falling on deaf ears[V]

[ChuckC]

vscss,
Thank you for taking the time to provide us with the update. Though I find so much of what you reported understandable it is nonetheless rankling, to say the least.

You state emphatically that the "old" amenity kit is history -- it isn't coming back. It sounds therefore that VS feels very comfortable that its pax base will not head over to BA, Maxjet or others based on this latest cost-cutting move. I am guessing that VS feels that its move will cause competitors to stop offering kits as well. True?

Chuck-

[fozzyo]

[:0][B)][:0]

What a rather depressing response. Is it just me or have they, once again, completely missed the point here. To my mind the Ameanity kit is an "inflight" service. A lot of people will look at them, use some of the bits and then may well leave the rest behind. Just because it is left on the plane doesn't mean it is unwanted or unused - or appreciated. People leave sleep suits, there is often wine and spirits left at the bar - does that mean these are unwanted and should be scrapped to save money?

The kit is part of the whole service package that customers expect in a premium cabin. Yes it is only a very small part of the experience, but it can be such an important part that I think they are under estimating.

Interesting information about the amount left behind, I'd be interested to know when these figures where compiled. Was this decision based on the newer OB kits, the original OB kits, the pencil case or older? Having a better kit would surely improve take up of its use. And the OB kits of late aren't something that is very practicle for reusing - a big consideration in what you do when leaving.

Also interesting that they comment about improving the quality of the items used - lip balm etc. Surely evidence enough that the change was purely cost driven. They are concerned in saving £1million through removing wastage, that is *never* going to be achieved as they can never predict or manage the wastage to achieve that.

They need to do four things to recover from this: better packaging (no cardboard or shrink wrap), better contents and selection, better quality products and better communication to pax about what is included, what is available on request and why it is on request.

Mat

[Neil]

Originally posted by vscss
Latest from Virgin, Does not seem your complaints are working!!
[b]It is important we iron this out because we are not going to reintroduce the old amenity kit. Plus we can benefit from a significant saving of over £1m by eliminating waste, so we need to ask for your continued support with this.

Oh wonderful, £1million more for SRB to spend or am i been to pessimistic and the saving will be passed onto pax with cheaper fares?[:?]

Neil

[ChuckC]

Three years ago a passenger climbed aboard a VS flight and was handed the much-beloved purple amenity kit. His reaction sums up perfectly why VS should think twice before ramming the no-amenity amenity kit down the throats of UC passengers.

Chuck-

[fozzyo]

I think one of the closing sentiments from that article is very true, and something many airlines have forgotten.

Yes, the amenity kit is a small thing. However, donÕt dismiss them. These kits are tangible evidence of the importance airlines put on the passenger experience. An amenity kit is not the most important thing on a flight. But an airline that takes care of the small things well, will manage to excell in the overall picture.

Going back to your previous comment Chuck about are VS hoping other airlines will follow. How many VS competitors also read this forum to see what VS are doing - good and bad. And if they are so committed to loosing the kit in its traditional form, if another carrier like BA decided to keep theirs then surely that would give them a nice marketing angle over why Club cares for its customers more then UC.

[preiffer]

I have no words.

Whoever wrote that communication should NOT be in a role that influences product development or customer experience.

[Decker]

Interesting - as was his review of VS Y.

Originally posted by preiffer
I have no words.

Whoever wrote that communication should NOT be in a role that influences product development or customer experience.

Well said preiffer[^]

As a person that only travels once/twice a year with Virgin I look forward to the whole service which includes the amenity packs. The OB ones generally were a waste of space and about the only use was to occupy my son for 5 minutes.

I loved some of the old packs with the Virgin vie products, they were great and kept every one of them.

The new packs are cheap and nasty and just devalues the UC experience [V]

Sadly I fear my last flight with VS will be in October. I think Maxjet or BA will have my business I have become increasingly concerned over the standard of service having read other website reviews (skytrax)
I feel LGW is the poor relation to the ex LHR flights. Why cant they be the same? why no IFBT why no decent IFE and Now they have reduced the ameniy kit to almost zero.
I will in Septemer be refusing my kit (unless the eye shades are better than the ones I have from many moons ago)
Will I continue to sell VS seats well of course! but it seems they have a monopoly on the route my guests need / want.