Standards slipping?

Have just returned on VS351 (G-VFAR) BOM-LHR in 3K UCS

The IFE did not work and whilst the crew gave me a DVD player it did not give me games, skymap, comedy progs etc.etc.[n]

The screen was worn around the edges(plastic covers worn away), sloppy on the bracket and kept turning off![V]

The whole UCS in 3K is looking a little worn.

It is not what I would expect of Virgins "Premier service" and is not up to the standards I expect when travelling "First Class".[:?][V]

The cabin crew have to be mentioned xxx who gave a 1st Class service, they were constantly available, if anyone reads this from VA please forward our thanks to the cabin crew?







Edit by mod to remove crew name as per FAQ's .... Nick

Hi Ian,

I don't think that you're allowed to use the FA's name as per the FAQs.

VS.

[Nottingham Nick]

I have removed the crew members name as per forum rules.

Should anyone wish to priase any crew members. The best way to do it is to nominate them for a Heroes Award. Note... you have to be logged into the VS site for the link to work.

The IFE problems have been well discussed in many different threads, and certainly need to be addressed by VS.

Nick

[Pete]

Although we often get threads that raise this kind of concern, the ratings data behind the trip reports don't seem to support it.

http://www.v-flyer.com/charts.asp

Looking at the current stats, the only two overall ratings which VS have fallen back on is Seats, which have gone from 80% satisfaction to 77%, and Cabin Crew from 83% to 79%. Hardly a major change, and still very positive if "average" is 50%.

On the other ratings, Check In is up 2%, Food & Drink up 3%, Entertainment up 4%; all in the 70's.

For Upper Class specifically, the only minor decrease is 1% on Cabin Crew - but as that's running at 83%, I don't think you could call it a bad rating at all

Yes, there will be isolated incidents where an indivual feels they have been let down; but across the board, looking at real ratings from fellow passengers, Virgin Atlantic is still managing high levels of customer satisfaction.

Pete

Games?? Games?? never seen them on the LGW-MCO UC route (can I have a tongue in cheek smiley please?)

An interesting conundrum this one. Does the implication that we are all VS fans mean that we ignore the products faults (viz average ratings)? Or are we more demanding as a result (Viz amenity kits). Either way goanmad, your IFE should have worked, a DVD is only a half way house, and you should take it up with VS.

The fact the IFE did not work is annoying, very annoying. As the flight was fully booked it meant that I could not be moved! And yes IFE should work, whether you are in UC/PE/EC, previous threads have mentioned these problems, so it is not a one off.[n]

I will take it up with VS, though I doubt that they will interested in a simple IFE problem? Probably see a standard blah,blah fobbed off customer services letter![V]

This trip has been a first for us, in previous years we have had better Amenity packs flying in Monarchs Premium cabin, I really can see where the "scrooge pack" title has come from, the money people spend flying UC they expect to get a better amenity pack than the joke VS hands out at present?[V]

Originally posted by sailor99
An interesting conundrum this one. Does the implication that we are all VS fans mean that we ignore the products faults (viz average ratings)? Or are we more demanding as a result (Viz amenity kits). Either way goanmad, your IFE should have worked, a DVD is only a half way house, and you should take it up with VS.

[honey lamb]

Originally posted by goanmad
The fact the IFE did not work is annoying, very annoying. As the flight was fully booked it meant that I could not be moved! And yes IFE should work, whether you are in UC/PE/EC, previous threads have mentioned these problems, so it is not a one off.[n]

I will take it up with VS, though I doubt that they will interested in a simple IFE problem? Probably see a standard blah,blah fobbed off customer services letter![V]

On my last flight the IFE went down much to my annoyance as I was really enjoying the film. However it was a night flight so I chose to sleep rather than wait for the re-set which didn't happen. At the end of the flight we were presented with vouchers offering either a 10% discount on a future VS flight or a VS holiday or 5000 miles, so, yes I would take it up with VS

[Cynic mode] We are sorry for the problems you experienced on your recent flight. Here's 5000 miles.[/cynic mode]

[honey lamb]

Originally posted by sailor99
[Cynic mode] We are sorry for the problems you experienced on your recent flight. Here's 5000 miles.[/cynic mode]

I much preferred getting the 10% discount. But I agree. I'd rather there were no problems

Much as i know it's annoying VS are not contractually bound to provide IFE, so it's down to courtesy. At their discretion the FSM can give you miles (down to your being polite as they can in theory give you 10k). Had the misfortune to have to send an A343 back to LHR with no power to seats in J, no reading lights or IFE!!! Ruby Wax was on the flight & slated VS on the Parkinson TV show!!!!!

Just returned from JFK on VS26 in UC. My seat IFE failed (it was a 343 too so no AVOD) but actually it didn't bother me. The crew were superb. Heroes nomination about to be made and a note to CS. Also, really enjoyed the food and wine, though the champers was Charles Heidsieck which is very humdrum! A very pleasant flight.

The suites are defo not standing up well on the wear and tear front, they are taking a hammering and visibly so, clear for any regular passenger to see, the %AGES may be high for service etc, but people don't tend to rate the state of it more the concept, for every positive remark about the suite there is more and more often a BUT its looking a bit, shabby, tatty, table wouldn't stay stowed, tv was chipped etc. People will review/mark the suite highly for its percieved comfort not necessarily its total functionality.

I have always been a believer in expecting what has been advertised and so if usage of IFE has been advertised then you should expect working IFE.

Unfortunately as Denzil has stated VS are not contractually obliged to provde IFE and it is cos of this that they got away with providing an Air Atlanta 747-300 for the MAN-MCO route way back in 2000 for a few weeks during the summer season.

Anyway take the matter up with VS goanmad, you paid good money to fly UCS and it is clear you did not get full enjoyment of the product. Good luck and keep us posted on what they have to say.

Originally posted by Denzil
Had the misfortune to have to send an A343 back to LHR with no power to seats in J, no reading lights or IFE!!! Ruby Wax was on the flight & slated VS on the Parkinson TV show!!!!!

Would have thought that was a case of "if you live in a greenhouse, don't throw stones". I am not sure Ruby Wax is any position to criticise for the lack of power and the lights not all being on. [?][ii]

Originally posted by VS075
Unfortunately as Denzil has stated VS are not contractually obliged to provde IFE and it is cos of this that they got away with providing an Air Atlanta 747-300 for the MAN-MCO route way back in 2000 for a few weeks during the summer season.

Oh yes, we were on that - bit rough round the edges. Not one of our better VS experiences although at least thay had fitted a new carpet and handed out DVD players on the return.

That was a long flight pre MP3 player days

David.

Flew out ot BOM on probably the same 343 as caused the problem ( jestreamer) on 20/1. Thought the aeroplane was genrally looking a bit tired- loos in particular look old and in need of a refit, at least at the front.
As the 343s are the introductory aircraft on the new routes and thus ambassadors is there any plane to tidy them up and fit new IFE

Any prosopect of 346s on BOM? nice to have thme on DEL! fying bsack on Thursday

Just got my lap top back, thank heavens for intelligent bright I.T.people.[^][y]

Having just read through the comments, it would appear that I am not alone in what has happened! Contractually or not VA advertise the IFE and when I pay good money I expect to get "the works" and that includes my IFE to be working. I felt the whole suite in 3K was tatty and weather beaten.[V][n]

Have sent an email to Customer Svc's, no doubt it will be months before they reply and then just give me an old sob story?! I have two more trips to make and am waiting to see what they say before booking,after all if a UC passenger is not treated well what hope does an EC one have of getting a reasonable response?

I will post the responsewhen it is received?[:w]

Is it normal for Customer Services to take a while to reply?[n][V]

Even if it is just to say sorry we will investigate, I would not mind[?]

I emailed Cus svc's on 04/02/07, I have heard nothing from them?[V]

Should I now call and see what they say, (or as normal will they say we have not seen it please send again?) It just annoys the hell out of me to be ignored.[n][V][:?]

Any ideas please?

Thanks

Ian

p.s. I am holding back on two UC trips until I hear back, maybe a call to SRB's office might be in order?

Originally posted by GrinningJackanapes

Originally posted by goanmad

This trip has been a first for us, in previous years we have had better Amenity packs flying in Monarchs Premium cabin, I really can see where the "scrooge pack" title has come from, the money people spend flying UC they expect to get a better amenity pack than the joke VS hands out at present?[V]

I think this topic bears much further discussion...should I post at length on it? [}:)]

GJ

Errm

There is a simple answer, "no"!

Originally posted by GrinningJackanapes You wound me, sir. [:#]

GJ

At least you got the heirarchy right GJ

75% of my last flights have not had the sky map working

A call to customer services this morning was greeted with "we don't seem to have your email" well I knew that was going to happen!!

So I have emailed direct to the chap I spoke to and he said it could be 28 days before they reply!

As this is how they treat UC passengers we have booked our trip to Mumbai with B.A. No I have no morals, just expect to be treated with a little more respect, VA loss, BA gain.

Please VA take notice of the paying customer when he has a gripe, it could help to improve your business or are you too big too worry?

Originally posted by goanmad
A call to customer services this morning was greeted with "we don't seem to have your email" well I knew that was going to happen!!

So I have emailed direct to the chap I spoke to and he said it could be 28 days before they reply!

As this is how they treat UC passengers we have booked our trip to Mumbai with B.A. No I have no morals, just expect to be treated with a little more respect, VA loss, BA gain.

Please VA take notice of the paying customer when he has a gripe, it could help to improve your business or are you too big too worry?

Oh dear, sorry to hear about your worsening experience with VS goanmad.

Keep at it though because if the same happens again you could get an even bigger compensation from VS if they decide to take action.

Finally after "spitting the dummy" I contacted SRB's office and a very helpful lady said she would deal with my problems and I would get a response by Friday evening?

When I checked the emails this morning I had an email (sent at 1525 on Friday)usual appologies etc.etc. and please accept 20,000 miles....bloody hell, I was only wanting an acknowledgment and a letter saying we will sort the matter!!!!

An email has been fired back thanking the lady.

So a happy (very happy) ending.

Cheers

Ian