V-Flyer

I don't normally write these so bare with me.

So my day started by arriving at Manchester Airport. I was flying to with BMI to London then onward to LA.

I check in at the self service only to learn I've been moved from 61a (which I always go for as the it offers more space) to 40D. I wasn't impressed, so I asked the lady working for BMI why it has changed and she said 'Don't know, could you keep a move on' not the best customer service i've ever seen...

The Manchester to London flight went fine, landed early giving me more time to get to the terminal.

Get through and wait for my flight, find out my plane will be Madame Butterfly which I wasn't too happy about as i know it's an 'oldish' plane.

As soon as sit down and start to get ready for the flight the lady in front puts her seat back. Which fit nicely in my face. I've never had a seat come back so much. The crew didn't notice and the left lady sit like it for take off.

Next was the armrest not working...the headphones input was broken so i had to hold the headphones in the hole. The cabin crew member said 'I can't help you, i've got too much to do' who then went only behind me and was chatting for 20minutes to a friend. Once again very very poor.


I know this isn't a great report but I haven't really got the time to go further into details.

I was so disappointed with cabin crew. It felt like they didn't care and they just wanted to be chatting in the back.

I normally fly with BA to LA and i think it'll be going back to them. Unless Air New Zealand can change my mind on that.

Well it is right that you share both the good and bad experiences - in your case this is the latter

Sorry to hear that you had both an inconsiderate passenger in front of you and that the crew did not seem as helpful as they could be.

Your TR shows that VS has plenty of competition and they need to get it right every time to retain their customers.

buns

You should have got her name and asked to speak to the FSM - unacceptable customer service!

Unfortunate that everything seems to line up together on this trip.
There are both good and occasional bad crew but it is important that we let Virgin know. We can then hope that something is done about it.

As VB747 says above, the first point of contact is the FSM - that's what they are paid the big bucks for

That will usually get the matter sorted but a follow up letter to VS can help giving as much identification as possible.
VS are likely to respond with a form letter but your letter will be recorded and patterns can be identified.

One thing that is good about VS - most (good) crew would want you to report unacceptable service.

Shocking customer service, you really did have a stinker off a day, anyway thank you for taking the time to write it.

cheers

alex

Sorry to hear about the poor experience. Thank you for taking the time to post a TR. Shame it wasn't for a good flight.

virginboy747 wrote:You should have got her name and asked to speak to the FSM - unacceptable customer service!

Bill S wrote:As VB747 says above, the first point of contact is the FSM - that's what they are paid the big bucks for

I often think that the frequent readers / flyers here know perfectly well what a FSM is, but for those who fly once a year, or post infrequently, it's simply jargon.