Tainted airline

Originally posted by 2Tinks
I've had the food problem on our last 3 flights as we always sit in rows 78 and 79 (MAN-MCO). One FA did make me an UC meal when I refused the only PE option of shrimp though. VA's response when I complained was for me to pre-order a special meal. [:(!]

We flew back on 'Pretty Woman' on Saturday and I was saddened at the state of the plane. The smoke alarm in the toilet had to be disconnected by an engineer before take off, the right hand side of the cabin had flickering lights and the left hand side of the cabin had to have the lights on all night, making it impossible to sleep. Only one speaker was working at the front of the cabin, so sitting at the back we didn't hear a single announcement, nor could we hear the safety announcement. DH's entertainment system had no audio unless he pushed and held the earphones in the socket. DD's screen kept flickering then turning off so we had to keep pressing the audio, then video buttons to switch it back on.

Priority baggage worked at MCO, but not at MAN, our bags were almost last off.

We feel we're not valued as customers and don't really matter flying the B&S route. On average we take 3 return PE flights a year for 4 of us, so we're probably of no significance to VS. We have 1 more flight already booked with them, but after that we'll be looking at other carriers, we've already lost confidence in Virgin.

Not too encouraging as we fly PE from Man on the 25th Nov. Trying to decide whether to order a veggie meal now[:?]:Das we are in 79 both ways![:0] Ah well, not much we can do about it now apart from take our own food and a DVD player and use the eye blackout things!

Seems like VS need to invest in just about about every area of the business - apart from the clubhouse which apparently is extremely nice and the reason we all book to fly with them.

[Decker]

I think it might be nice not to lose sight of the fact that VS are actually doing some things right. The new check in facilities are going down well, the booking engine on the web site is a lot better than it was, the new PE service has been well received (these problems notwithstanding), Club Houses around the world are being improved etc etc.

[Decker]

But apart from the roads what have the Romans ever done for us?

maz you could mention to the crew during boarding that you forgot to order a vegetarian meal and would it be possible for them to keep a veggie option to one side for you. I won't be on your flight as I will have left the company by then but I would always keep meal requests for pax, if they ask nicely!

Originally posted by flybird
maz you could mention to the crew during boarding that you forgot to order a vegetarian meal and would it be possible for them to keep a veggie option to one side for you. I won't be on your flight as I will have left the company by then but I would always keep meal requests for pax, if they ask nicely!

Thanks. Shame you are leaving VS. As has been said before it always seems to be the case that the great staff go leaving those less so.

I had the same thoughts as Richard, i'm off to BA/QF for our HKG/SYD trip at xmas. I thought i'd miss the bar etc but then on the last 4 flights it's always been 'closed' off for many hours while the meals were set up.

Something needs to change - maybe those in HQ will realise when they see a downturn in people using VS

Well enjoy your trip maz and you if you ever fly on a plane with the 'koru' on the tail I will gladly keep a veggie meal for you x

I think that was the most correct and thought provoking post from the OP I have read on this site for a long long time.

I hope some Virgin crew and managers take notes.

I like the opening post, and I think it says a lot about the present situation. VS has been sniffing it's own farts and getting high on them, to the point that reality seems thousands of miles away.

I think that VS are also spending money inappropriately, on frivolous things, rather than getting the basics right in the thing which brings the money in - the basic service they sell to customers.

VS are lacking in vision and require some passionate leadership to fix what's gone adrift.

Mike

My recent flights to and from Hong Kong are a typical example (without drifting into a TR) Outbound was in UC and whilst there was nothing drastically wrong, I felt as though I was part of a mission to 'get the pax to sleep in record time' It was all so rushed and impersonal

Who says VS lacks consistency...[}:)]

45.

Originally posted by Decker
I think it might be nice not to lose sight of the fact that VS are actually doing some things right. The new check in facilities are going down well, the booking engine on the web site is a lot better than it was, the new PE service has been well received (these problems notwithstanding), Club Houses around the world are being improved etc etc.

Fair enough but surely there are two areas where VS should be working to sort things out.

1. Customer service to all pax- you can have the biggest seat in the world but if the service isn't there its just not worth it.

2. Many on here may disagree but I really do feel that Y needs some attention, especially on b+s routes. With more competition on key VS routes, pax down the back are likely to be voting with price in mind and their feet. Whilst in the short term Y pax may not "mater" ("as VS make no profit out of them") it is worth remembering that a 14 year old Y pax who has the best experience will be more inclined to come back to VS when he/she is older and could possibly fly UCS. it really does pay, in the long term, to look after everyone.

And I am not asking for the world for Y- just CC that care and maybe some mood lighting which is now standard in so many Y cabins. If conservative American carriers can do it then why cant VS?

[Nottingham Nick]

IMHO The only thing that will make VS change things on the B&S routes in Y, is empty seats.

That doesn't appear to be happening, in my limited research, they are still getting very good loads despite IFE / food / lounge concerns. AND, they appear to be doing whilst charging just as much or more for the seats than 'the opposition.'

Nick

[Neil]

I think Virgin are looking and making improvement for the Y pax on the B&S routes. Ok we maybe aren't seeing major changes on board, where I still think VS are, at worst on par with the charters, but in most cases better. But look at things like the V Room. This is something that is aimed at the B&S Y pax and from what I have read on various sites, the average Joe, once/twice a year holiday makers are loving the idea and can't wait to book it/VS so they can sample it.

I know this is what a lot of people are saying is the problem, too much spent on fancy clubhouses and not enough on the staff, but as Nick said, VS are obviously happy with the load numbers on these flights so are looking at new ways to enhance the pax experience. After all, for most people its the whole start to finish experience, not just the bit sat on the a/c that makes a holiday.

Originally posted by Neil

But the point is that VS was at the top not too long ago and now its slipped. Granted VS are doing things- but for an airline that was once at the top of its game with regards to Y it doesn't seem good?