V-Flyer

Just flew back on VS008 11/01/06 and had 9hours with broken IFE on top of a 2hour delay.

Received a letter on the plane to offer apologies and the option of 5000 flying club miles.

Is it worth writing to Virgin Customer Services as the overall experience was not good.

Awful lounge and food service at LAX, the suites were noticibly showing wear and tear and the ground staff left the toilets in the cabin needing a good clean before they could be used.

So when you add it all together is 5000 miles a good offer or should i write to Virgin Customer Services?

Despite all this the cabin crew were excellent and the flight passed reasonably quickly. Even managed to get a massage despite the cabin being 95% full.

thanks..

I'd push for more. I've had 5000 miles as compensation for faulty handsets to the IFEs on two occasions, once in PE and once in Y. I'd expect a lot more from UC. I thought the 'going rate' for this kind of thing in UC was 10k.

I agree - go for more, especially since the loos were bad.

Originally posted by original bob


Awful lounge and food service at LAX, the suites were noticibly showing wear and tear and the ground staff left the toilets in the cabin needing a good clean before they could be used.

on top of broken IFE Make sure you make note of all of thease comments in your letter

Write to SRB.
These things should NOT happen.
VS will pay others for these services and they should ensure that they get value for money. They should also ensure that thier passengers get the same VS standard whether it is provided by a VS employee or is outsourced.

Accept whatever miles are on offer, the important thing is that you write and make VS aware of where they are letting passengers down and where they can improve the levels of service

Bob

The 5,000 miles is usually all the CSM can offer, any above that has to be approved by office central. Push for a lot more, I should think with a decently worded letter a lot more is reasonable. It sounds like your flight was ruined by a number of serious service failings that individually are compensated for by a similar amount.

I'm judging that your lack of comment about the crew meant that they tried their best?

S

Cabin Crew were excellent, couldn`t fault them, very friendly and had a good laugh with them.

Food was also good and plenty of it, new wine selections were also top notch

Just wanted others opinions about writing off to Customer Services about this.

I didn`t want to make it a full blown trip report here, may do that another time when the jet lag wears off a bit

Personally I'd write in to CR. The miles offered was for the faulty IFE. Even if they offer you no further compensation for the other points you've raised they will be taken further and addressed.

As G-VOPS says, I'd still contact VS about this - they do welcome feedback. Last time I was on a flight was a broken IFE (back in 2001) I was offered £25 of duty free goods on board.

Regards

Would they ever offer a tier point or two as compensation?!

Originally posted by McCoy
Would they ever offer a tier point or two as compensation?!

Not that I have ever heard of! Broken IFE un UC for me has meant 10k miles or 50GBP Duty Free offered on board.

Given then other complaints you have I would raise it with Customer Relations and see what they have to say, and even if you do not get more compensation then the point has at least been raised to the correct level at VS