Complaints.

Dont't take this the wrong way guys and gals but why do some of you complaine so much about VS and keep flying us?

Looking through the posts on here there are a lot of complaints and they come from the same people.

I also thought a lot of the time when I was a pax that one of the most exciting things about Travel was the element of surprise. Esp about what was happening or going to be offered onboard. This site sometimes takes that away. What are your thoughts on this?

Once again people dont take this the wrong way.

[Decker]

If you're flying once a year you want a surprise. If you're flying once a month you want consistency.

I agree with Decker, and couldn't have said it better myself.

why do some of you complaine so much about VS and keep flying us?

I don't anymore:D

I echo Decker and mavrick's comments although i only fly once every two or three months.
Also, for me I'd slightly alter it a bit - if you fly once a year you want a surprise, if you fly once a month you want consistency but the occassional op-up is always welcome seeing as I don't always fly UC;)

VS.

If you read through the various posts and TR's then there is a definite cross section of opinion - I think that one of the huge advantages of using v-flyer is that it gives you an understanding of what you should expect - from the ticketing, OLCI, check in itslef,lounges, airports, boarding, seats, service, crew, entertaiment, food, beverages, arrival, immigration etc etc etc.

Therefore - if someone has been flying in Y and fancies the idea of PE and pays for that service then their expectations have already been set by the good reports on here - if that service falls short then the TR is going to reflect that.

I do not know who at VS reads our posts on here but, and Ive said it before, this site represents the best unpaid marketing and feedback any company is ever going to get.

And Decker summed it up in one word - consistency!! Deliver the customer their expectations time after time after time. And if its better than expected - well thats excellent!![y]

[HighFlyer]

VITB Ð Not taken the wrong way at all, debate is very healthy!

I have to agree with Decker on this too. As many of us here are frequent flyers we have a certain level of expectation from our flights, we probably know the service as well as you guys and know what to expect on board. As humans are such creatures of habit, when something is removed from the usual flight experience/expectation it is usually viewed negatively. Many of us here know Ôthe drillÕ so well that we really notice when something doesnÕt happen. If the FSM doesnÕt come to greet you, if you donÕt get your Amenity Kit, if afternoon tea is late, if the crisps get changed on board Ð all minor points but ones that a FF notices and can be interpreted as a deviation of service or standard. When those changes involve downsizing or removing parts of service (such as the Ôsecond service in YÕ thread) its seen as a devaluation and gives the FF something to complain about .. Òoh I remember when we had this onboard ..Ó and so on.

Once upon a time I was excited over receiving my amenity kit in Upper Ð now I moan about the lack of quality and content of them, and that the OBÕs have been doing the rounds too long. That Ôelement of surpriseÕ is no longer there for me. I have Ôelement of expectationÕ.

As a VS FF community, we naturally talk about potentially negative points on here, to both vent frustrations, gain opinions and also in the hope that our feedback filters back to VS as we know the boards are read and opinions are taken onboard.

Why do we still fly VS? Personally, because I still have faith in the brand, the Flying Club scheme is possibly the most useful of any airline, the crew are fantastic and really make VS what it is, and generally I am pleased with the flights I have with VS (cant say I have ever had an ÔawfulÕ flight - although I have noticed that quality is struggling on its slippery slope).

I guess a lot of us on here are loyal to VS and get a little aggravated when it feels like the airline are not listening to the needs of their key audience Ð the customer.

Thanks,
Sarah

I wholly agree. While I only fly Virgin once or twice a year (in any cabin) consistency is what I find the most important thing and my biggest annoyance.

Its the same for hotels, consistency accross a brand or even same hotel is so important.

This site helps people to understand how consistent Virgin are and what to actually expect outside of any marketing material. Without it I might as well just take pot luck with any carrier and hope the crew / plane etc are having a good day.

Originally posted by virgin is the best
I also thought a lot of the time when I was a pax that one of the most exciting things about Travel was the element of surprise. Esp about what was happening or going to be offered onboard. This site sometimes takes that away. What are your thoughts on this?

To be fair, when I'm spending upwards of 2 grand for an UC ticket (and that's if I'm fortunate enough to bag a Z fare) the last thing I want is surprises...

Sarah expressed a view that I fully concur with - and I'll add that I hold my hand up as much as possible to say when I've been given a great trip. Usually this is down to the crew, as well as the overall experience.

VITB, I think if people didn't complain it would show we had stopped caring, and the forums amply demonstrate that. Spending many many thousands on travel p.a. I too expect a consistency of delivery others have expressed, but when things go wrong I feel VS should know, just so you're all on your toes to keep it up!

Lots of good points. Thanks

I only travel VS rarely, so each experience is always somewhat 'special'. Big changes go noticed, but little ones dont, and I always try to keep a positive attitude towards it all when flying VS (se my last trip report). Im a satisfied customer with only a few issues with the IFE systems.

kev.

[ChuckC]

Originally posted by virgin is the best
Lots of good points. Thanks

VITB,
You bet these are good points. Believe me, I understand that it can be frustrating to work hard as I'm certain you do, only to come on V-Flyer and be greeted by complaints about one or another aspect of VS food or service. But there are several key points that have been made by my colleagues and friends here. First, there is tremendous VS loyalty among our mighty band: groups such as V-Flyer are a brand's "best friend" and even though it seems we whine a bit, our comments are nearly always well-intentioned. The focused, indeed "bullseye" marketing feedback aspect of V-Flyer probably saves VS hundreds of thousands of pounds a year on customer surveys. It also acts as a counterbalance against anyone at VS becoming complacent with either the pace of change, service levels, food quality or any other aspect of the flying experience.

The second point is far less easy to grasp if one is a casual visitor here but nonetheless quite important to a full understanding of our "complaints". Warts and all V-Flyer is a community, one that thrives on communication, candor, good humour and shared experience. If it seems that whenever you visit you find so much complaining -- or, that the complaints as you say, seem to be eminating from the same folks -- I would encourage you to visit more often rather than less. In doing so, you will see what others have pointed out: there are many sterling experiences on VS (see my two recent TRs for admittedly biased but no less truthful examples) and these show that VS's goals can be and often are achieved.

The overaching reality for VS is the point Decker makes: consistency is the "magic bullet" that companies everywhere seek; without it, the best laid plans for a world class brand cannot be realized. Speaking only for myself here, I see V-Flyer as partners with VS in helping it realize its highest aspirations.

Best regards and I hope that this input is what you sought.

Chuck-

Originally posted by virgin is the best
Dont't take this the wrong way guys and gals but why do some of you complaine so much about VS and keep flying us?

When VS are good, they're very good. It's those flights that encourage me to stay 'loyal' to the airline.
What lets the airline down, in my opinion, is inconsistency - the way you can have one crew who will do anything for you, helpful, friendly, etc., and then take a return leg with another crew who are snooty, arrogant and are more concerned with gossiping than doing their job.

I guess I stick with VS because the 'good' experiences/flights outweigh the negative ones. If the balance changed then I would consider another airline.

[preiffer]

As a wise old man said to me, not too long ago:

"In order to be consistently good, first you must be consistent. Even if that means being consistently bad."

Personally I keep flying because you are the only airline that offers a competitive price on the route I have to travel non stop. I cant say I ever enjoy a flight. I tolerate it in y and PE. UC well I have had better business class service for a lot less money albeit to a different destination.

I'm with most of the other sentiments here. Not really singling anyone out, but Sarah, Decker, and Chuck make some really valid points.

Nice surprises are welcome. Nasty surprises such as "Sorry, we've replaced the breakfast you were expecting with this thin slice of dead weasel", are probably unwelcome - especially when your at FL370 over the North Atlantic, and can't nip out to the shop.

It's hard when you take something away, especially something that people are expecting - especially if you look in the GDS at one of the overnight flights with the new service - the meal codes are "DB" for all classes. That means you should expect a Dinner service and a Breakfast.

I only complain when there's something to complain about. I'm not a genetic whinger, but there really are occasions when VS seem to drop the ball quite spectacularly (like the mis-fire with GNF rollout).

More than anything, I daresay most here complain because we care. Be pleased that people have an opinion, rather than just take their business elsewhere.

However, generally speaking, VS aren't a bad airline, they have more personality than most, and good benefits for FC Gold members (like having the nice Premier team, and some wonderful lounges). That's what keeps me coming back.

Cheers,
Mike

I would concur with the last two posts in particular. In any company where you deal with large volumes of people it is only by listening intently, and without insecurity, to complaints that you can improve as a company (or indeed any organisation). Its not an easy thing to do, you have to make a concious decsion to listen to critiques and concerns, analyse them and if needed act on them. It's something that comes with experience. The inexperienced and younger individual tends to take such things personally, at least that is my experience in the cruise and casino industries.

Of course you then have to wade through every issue raised and determine honestly what is pertinent and what isnt, or what was a temporary issue with outside dependencies (like no hot water in Revivlas) and what issue needs more attention (like the GNF rollout).

I thought VITB asked a very good question, probably the best post I've seen from a staff member here on V-Flyer.

I've flown VS for years - and like many here started in Y moved to PE - and occasionally J.
Most of my Travel is personal so I cant fly in J as much as id like!
I have a fairly grounded view of VS and my expectations are realistic and my TR's are always honest.

As ChuckC and others have stated this site is a dream for VS Marketing!
Going back on topic I personally dont complain - however do believe in constructive critism.

I traveled in Y quite recently and my only critisms were lack of V-Port (which is a technical hitch outside of crew control) and lack of a sandwich.
Even though this wasn't a perfect flight it still was way better than my expectations for a Y service.

Another point is that everyones expectaions are different and as the saying goes you cant please all of the people all of the time -no matter what you do.

The reason I keep flying Virgin is the people - you and your colleagues seem friendlier and more personable than other airlines and that level of service and contact is IMHO what keeps virgin above the rest.

Originally posted by virgin is the best
....why do some of you complaine so much about VS and keep flying us?

You may be unhappy with aspects of the service received from Virgin, but keep going back because the alternative is no better or maybe worse.

There is always room for improvement!

As we only fly 2 or 3 times a year to the states we also like consistancy but the occasional nice suprise would be nice.

We've never had reason to complain about any aspect of any of the flights we have made with VS which is good for us as it keeps us flying with an Airline we like and feel we know.

On the other hand we've never had an upgrade or anything like this so we haven't had the nice suprise that many of you have experianced. I'm guessing that this is down to the fact we don't fly enough on full fares and we travel with a young teenager.

Overall though I think our situation is mainly down to setting our own expectations and accepting that life, including flying with VS, isn't perfect.

All I hope now is that I haven't screwed our trip to LA in August

Miopyk

I fly frequently with VS and agree with some of the points here. However, a few surprises are wonderful. I came back from Delhi over the weekend in Upper and remarked to the crew serving me how nice the english wine they currently serve is. They presented me with two bottles to take home. That kind of thing is one (only one) of the reasons I continue to fly with Virgin.

Chirs

I guess comments from people on this board are similar to those made by football/rugby supporters around the country.

Sitting in the ground you complain about the players, tactics, lack of decent signings etc.etc.

It's not because they are no longer your favourite team, but because as a supporter you want them to be the best they possibly can.

Oh, and it's a completely different situation if a supporter of another team starts to criticise[V]

DD

Ive only flown vs twice once in Y and once in J and both times its been great, even with a 14 hour delay vs did the most they could! As someone said to me the other day " vs is an excillent airline "
Keep it going VS and well done VS crew!

Chris

Sorry for spelling[:w] english language tomorow wayhay![}:)]

To echo other comments here, VS are by far the best airline for what I usually have to do i.e. fly to NY on a business class fare, and get to my destination or back home again in the best state possible for the rest of the day.

When it is good, nothing can match VS service for the fare. When they go wrong, I usually forgive and forget owing to FC, and the service at other times. If I was ever to see consistent patterns of poor service (for example the whole J menu being awful for a couple of cycles, never being served a drink, three consectutive months with only Hugh Grant films on the IFE) then I would think again.

Just about everything I have ever complained about, either in a TR here, or to VS directly can be put down to an individual failure or error on the part of one VS staff member. There is nothing systematic in the failures, other than simply inconsistency. If VS were to aim to strike out inconsistency then they would lose the relaxed and flexible nature that their staff usually show, and I really enjoy. I don't want cabin crew to be robots!