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.
This does seem rather smug doesn't it? I know that if I complained to a member of cabin crew about the kit and they said that I should view it in the context of all the other elements of the Upper Class service, I would be jolly miffed!
If you look at the list given, the staff is a variable (some are great, some grate), the limos are only for some fare classes, the Clubhouses vary widely too. Yes, LHR is great, but what about other airports? In any case, many people do not have (much) time to spend in the Clubhouses. The in-flight massage is a lottery (you probably only have a one in four chance of getting a treatment on a reasonably full flight), and not at all on LGW flights.
The elements of the Upper Class experience listed which can be seen to apply consistently to all passengers are the bar, the bed and the bag. It is the little bag of goodies which the passenger can take away and provide free advertising by re-using it. If it is a real treasure, it will be given as a gift thereby spreading the advertising; others will aspire to the sort of travel where this is the freebie.
However, it seems the die is cast, Virgin are confident that no-one will choose to fly with another airline over this issue. Maybe they are right, but I hope that someone does have the courage to listen to the complaints and say, "we got it wrong".
We'll see...
Edna
