Advice needed regarding poor Service In Flight

I finally convinced my dad to try flying the virign way, and im afraid for him it will probabaly be his last! He was on vs300 on the 22nd july in seat 42c. His ife was not working at all and he informed the cabin crew. He was told there was nothing that they could do about this and that due to the fact that there was such a large number working they had no dvd players either to give out which from personal experience is the normal if this happens! Also he remote control was broken and would not fit into the side of the seat!

Is it worth complainging to virgin, and if it is whats the best way, phone or email? I would appreciate it if you could let me know what email address i can email or what number i can ring? Thanks in advance for your help

Rups

There's a customer relations page on the VS website that should point you in the right direction.

I've always thought putting things in writing is a bit more official

[ChuckC]

rupsingh,
Welcome to VFlyer. Sorry to learn of your father's poor experience.

VS_Lover has it right: without knowledge of passenger input, VS cannot fix the problem. Have a go at calling them and I feel certain you will at least know whether VS shares your concern.

For further discussion regarding inflight entertainment, check out this Forum.

Regards, Chuck-

Originally posted by rupsingh
I finally convinced my dad to try flying the virign way, and im afraid for him it will probabaly be his last! He was on vs300 on the 22nd july in seat 42c. His ife was not working at all and he informed the cabin crew. He was told there was nothing that they could do about this and that due to the fact that there was such a large number working they had no dvd players either to give out which from personal experience is the normal if this happens! Also he remote control was broken and would not fit into the side of the seat!

Is it worth complainging to virgin, and if it is whats the best way, phone or email? I would appreciate it if you could let me know what email address i can email or what number i can ring? Thanks in advance for your help

Rups

Yes, it is positively worth it complaining to Virgin Atlantic. But don't bother doing it on telephone or with the staff. Go on their website and also go to the other aviation websites.

Virgin Atlantic tends to place the oldest aircraft on the LHR-DEL and LHR-BOM routes. Invariably it is the Virgin Nigeria A-340-311 on alternate days on the LHR-DEL route, you can check the schedules for their aircraft rotation elsewhere on this website for yourself.

I am really sorry to hear that your Dad was so disappointed by his experience with VS. Certainly it is a long flight with out entertainment, and I would certainly contact VS about the problem. I have had to do this in the past, and have found that they usually do respond reasonably positively, although sometimes I have received a bit of a "fob off". In the later circumstances, I have always re-contacted them and received a good response on the second attempt.

As to calling against writing/emailing, I prefer to email. However, I understand that people who called did have their problem dealt with pretty much immediately. I guess its a question of personal preference.

It does occur to me that VS have a process for complaining via the cabin crew during the flight. Clearly the cabin crew were trying to resolve the problem, although failing, so you were talking to them. But did they give you a complaint form? ISTBC, but believe they should have done. If you did fill in the complaint form, I would still suggest you contact VS customer service referenceing your on-board complaint. Either way ensure you say that you did try, unsucessfully, to resolve the issues with the cabin crew at the time - ie that you gave them the chance to fix the problem.

BTW - I am not sure what a previous poster means by contacting other websites; presumably what is meant is that you start a campagn across all the flying websites. However, I would suggest you at least give VS the chance to win you back before you "go nuclear"!

99

I have found it's best to get the problem recorded on board then follow up with a letter,my emails seem to get a stock reply.Afraid there's not a lot crew can do on a full flight when your IFE goes down.

Malik if you dislike Virgin so much why bother flying with them?

Your little anti VA quips and encouraging people to whinge on other forums is a little tedious now.

Get your problem resolved with VA to your satisfaction or get on another airline is my advice.

Just a quick update, i ended up writing an email to vs customer services and about a week ado i got a letter with 5000 bonus miles awaraded, so all in my dad is happy and will fly virgin again! Thanks for all your helps guys!

Rups

[ChuckC]

Rups,
Very glad this was resolved to your satisfaction. Thanks for updating us.

Regards,
Chuck-

5,000 miles is better than a kick in the teeth