Virgin Atlantic's Declining Standards?

[Merylj]

We`ve only used Virgin once Man to MCO. Generally we`ve flown with the Amercian carriers on an indirect route, as we usually need odd numbers of days. So I can only speak about the one experience which was great. DH really needs special assistance, the lady manning the line at Man, got everything sorted in a flash, including allocating seats for the return journey.
At MCO I left DH while I went to hunt for a wheelchair and on return found him being looked after by a couple of staff at the front of the check in line.
The crew were great and this was during last years strike vote. We were offered endless drinks of beer, wine, water etc and they went out of their way to make it a pleasant journey.

 

[Claire L]

I am currently on the phone to them (again) as they still haven't managed to send me an invoice for the booking I made in November despite repeated phonecalls. I am informed that the printer has been down (for 3 months?!)

So far not impressed (used them in 2004 no problem)

Can they not email the booking confirmation to you?

Claire

 

[Lisash]

I am currently on the phone to them (again) as they still haven't managed to send me an invoice for the booking I made in November despite repeated phonecalls. I am informed that the printer has been down (for 3 months?!)

That really made me smile Jo as we have just the opposite problem. We booked our next Florida hol on boxing day and have so far had at least a dozen invoices. Three of which (all identical) arrived on the same day I called customer services to find out what was going on only to get through to India where all they were interested in was trying to sell us travel insurance as we hadn't taken out any when we booked with them (we have annual so didn't need it)

In the beginning I was extremely impressed with Virgin. I have to say nowadays they are no better than any of the others. Some of the planes we have flown on recently have been quite tired and tatty. Problems with the entertainment systems seem to be the norm and they are always running out of food/drinks. Mind you I didn't complain last time as we ended up getting meals from first class

Like many of the others it's the convenience of flying direct from Manchester and the competetive prices you can get with flying club points that keeps me flying with them. If another airline could offer this I'd happily fly with them.

 

[Jakey Rowling]

Just done a work trip to LA with Virgin.

Still IMHO streets ahead of BA. Been subjected to the most unfriendly crews with BA over the last two years - and still not forgiven them for a (highly avoidable) 10 hour delay in Frankfurt on the way back from Sydney last year.

Crew on the way to LA were frankly superb. Good fun, great service and a real pleasure to fly with.

Fingers crossed for the same in July to Orlando!

Unfortunately I fear you will find a marked difference in the MCO route, it seems to be worst for reputation by far with virgin. It certainly is the poor relation in terms of entertainment and seating with the exception of UC.

Virgin last year for us, BA this year purely on price.

Virgin still seems to demand a premium for something that doesn't deserve it on the MCO route.

 

[merlin307]

This is worrying me now

Flying in April from Glasgow for the first time with Virgin. Been with BA regularly over the last 6 years with no issues, once with TCD (worst experience due to a very old plane) and MY Travel from Gatwick (again poor service and very cramped conditions).....are Virgin really as bad as I am being led to believe. Has anyone flown from Glasgow and do the same problems happen on this limited route?

Help !!!!

 

[JohnnySharp2]

I really wouldn't worry, I still feel Virgin are good - I just don't feel they are quite as good as they used to be.

It's the customer service, booking details, incorrect invoices that are my big problem with them.

 

[Frances999]

I still feel Virgin are good - I just don't feel they are quite as good as they used to be.

Yes, that is the way I feel. They are still our airline of choice and even though this is largely down to us wanting to retain our gold flying club membership, I can't imagine flying with anyone else even without the flying club. Whilst they seem to neglect the MCO route a little, they are still the far-ahead leaders in premium and business class. In economy, BA are probably a perfect substitute, there isn't much it in at all.

 

[Rodents R Us]

I'm told that the MCO route is a little cheaper and reflects in the tiredness of the aircraft. Having to fly elsewhere through Heathrow at times, i'm inclined to agree. PE from Man last year was poor. Old tatty seats and service lack lustre. So we're booked again to repeat the mistake! Having siad that, Manchester isn't a great airport anyway but living in the NW means we have to use it.

As for virgin. I'd love to know more about buying a PE ticket and getting one free?? Did i read that right? Probably not. Their deals are getting less and less favourable vs the opposition.

Kul

 

[UKDEB]

As for virgin. I'd love to know more about buying a PE ticket and getting one free?? Did i read that right? Probably not.

It's not quite as good as it sounds. It's not available to Joe public as a BOGOF, just to Flying Club members who have sufficient miles to secure a Companion fare. You have to pay full fare for the paying ticket and availability is extremely limited. However, we have managed to do this on several occasions (as well as completely free Reward flights and Miles + Money discounts) and that's what keeps us loyal to Virgin. I've said this on many occasions, but Virgin's Flying Club is rare in being a loyalty programme which actually achieves its purpose.

 

[Rodents R Us]

What counts for sufficient miles?

How would i know when i become eligible?

Cheers Debbie. Nice sparkly name.

 

[UKDEB]

This is worrying me now

I wouldn't worry. We've never had any big problems. We regularly have delays, but the worst we've experienced was about 2 hours and some of that time was made up en-route. If you're unlucky enough to experience a huge delay you can be sure it'll be for reasons beyond their control. I really can't get excited about issues with the food - it's not as though I won't be eating again! On the whole, the Cabin Crew is delightful. I remember one slightly surly attendant in Economy one time, but some passengers are so demanding I'm amazed they remain as charming as they do. I do wish they'd sort out the entertainment system on the MCO route - it's bad enough that it's sub-standard, but the fact that it fails to work at all on occasions isn't acceptable. Again, though, I just tell myself that it's only 8 hours - not that long in the scheme of things. And if your monitor fails, they'll provide you with a DVD player and a huge choice of films (albeit not currrent).

 

[UKDEB]

What counts for sufficient miles?

How would i know when i become eligible?

Companion Flights
Economy - 20,000 miles
Premium Economy - 30,000 miles
Upper Class - 65,000 miles

You need to join Virgin's Flying Club if you haven't already. For each flight you take, you'll then earn miles (100% of actual miles flown in Economy, 150% in PE and 200% in UC). Orlando is roughly 4500 miles each way. You will be able to access an online statement showing all earning and spending activity. The Virgin Atlantic website details all the terms and conditions.

You can also use miles for completely free Reward flights, for discounted flights (Miles + Money) and for upgrades.

 

[jen_uk]

I think the standard has dropped a bit in the last few years but I still think thay are a lot better than other airlines. I like the online checkin, DTD checkin and although the weight limit has been reduced its still alot better than others.

 

[Mrs Dazzle]

I do wish they'd sort out the entertainment system on the MCO route - it's bad enough that it's sub-standard, but the fact that it fails to work at all on occasions isn't acceptable. Again, though, I just tell myself that it's only 8 hours - not that long in the scheme of things. And if your monitor fails, they'll provide you with a DVD player and a huge choice of films (albeit not currrent).

Well, good luck to anyone who has the same bad tempered, rude cabin crew we did on our flight to and from San Fransisco with NO entertainment. On the return journey, I though it was only my system that wasn't working, so very politely asked the attendant next time she passed if it was possible to have a newspaper to while away some time. You'd have thought I'd asked for the moon. I was told no newspapers, and I could not have a portable DVD player since the passengers in Upper Class had them all "and since they've paid more money, that's all there is to it"

Having flown both PE on several occasions and Upper Class, jolly good for them! However, her reaction summed up the rest of the flight crew. When we landed at Heathrow, we were stuck on the plane for over and hour waiting for our docking gate to be free (an American carrier had parked there 'by mistake' according to the pilot ). I think everyone on the plane could hear the supervisor and some of her crew literally f'ing and b'ing about how late they were going to be - indeed the supervisor made some crass comment about how her boyfriend was going to have to wait to get 'it' When we eventually got off, there was no apology for the lack of entertainment, no "thank you for flying with us . . . .".

Interestingly enough, I did contact VA by email to stress my disappointment and last year when we flew to Boston with them I had to fill in a customer services questionnaire both legs of the journey. I've done these before and normally they just have the seat number on - this time they had my name . Perhaps I've been blackballed for complaining

However, we're flying with them again this August - who's the bigger fools

 

[wayneg]

I was told no newspapers, and I could not have a portable DVD player since the passengers in Upper Class had them all "and since they've paid more money, that's all there is to it"

Exactly same for us, I sleep all the way but could done with dvd player for DS, 2 out of our 3 audio did not work. I think about half of plane had problems.

 

[Frances999]

Well, good luck to anyone who has the same bad tempered, rude cabin crew we did on our flight to and from San Fransisco with NO entertainment. On the return journey, I though it was only my system that wasn't working, so very politely asked the attendant next time she passed if it was possible to have a newspaper to while away some time. You'd have thought I'd asked for the moon. I was told no newspapers, and I could not have a portable DVD player since the passengers in Upper Class had them all "and since they've paid more money, that's all there is to it"

Having flown both PE on several occasions and Upper Class, jolly good for them! However, her reaction summed up the rest of the flight crew. When we landed at Heathrow, we were stuck on the plane for over and hour waiting for our docking gate to be free (an American carrier had parked there 'by mistake' according to the pilot ). I think everyone on the plane could hear the supervisor and some of her crew literally f'ing and b'ing about how late they were going to be - indeed the supervisor made some crass comment about how her boyfriend was going to have to wait to get 'it' When we eventually got off, there was no apology for the lack of entertainment, no "thank you for flying with us . . . .".

Interestingly enough, I did contact VA by email to stress my disappointment and last year when we flew to Boston with them I had to fill in a customer services questionnaire both legs of the journey. I've done these before and normally they just have the seat number on - this time they had my name . Perhaps I've been blackballed for complaining

However, we're flying with them again this August - who's the bigger fools

Annie, that is truly shocking and I am sorry you had to experience such disgusting service; the comment by the supervisor sounds particularly unnecessary and very unprofessional. I've flown the LHR-SFO/SFO-LHR route over 20 times recently and the service has been excellent on each and every flight. Hopefully your experience was a one-off and they acted on your comments. Did you receive any form of compensation?

 

[Beth__WDW23/6/02]

We've flown with them 3 times prior and booked for this June also.
I have no worries everyones experiences and opinions vary greatly.
I'm quite happy to get there direct with 2 wining chidren in tow even if it means no seat back t.vs,delays etc.
We had a issue with car insurance which they did sort out rapidly,and a letter of apology and they ended up honouring free platinuim insurance in the end,saving us quite a chunk off our holiday.
Everyone varies in experience with Virgin same said with other flights also.Ive read awful stories on TCD so on.

 

[Laurafoster]

I've got no real allegiance with Virgin. If another carrier could give me exactly what I get from Virgin at a cheaper price, I'd happily use them. Every time we book, we look at the other options. BA is the only direct comparable and, thanks to the discounts we receive through the Flying Club, they can never come anywhere near the price we get with Virgin. I'd love to fly with one of the charters from Bristol, Cardiff or Birmingham (Gatwick is such a pain to get to for us), but none of them seems to offer daily flights. There's nothing I can think of which would tempt me to fly indirect.

Same here - This year for example we had enough miles for 2 free economy flights and just had to pay for the taxes etc so it cost us just under £280 for 2 return flights.

 

[Rodents R Us]

My comment would be that i'll pay 10 pounds more for anyone to provide better service. Why ask for cheaper? Ask them what they're willing to provide for 10 quid more and lets see.

Value is the issue. Out n out cheap leads to drops in service and experience. A holiday should start and end in the best vain and the flight makes this.#


Cheers

 

[maznorm]

I also feel that Virgin have gone downhill. I have been flying with them for several years now. Last year, we flew with them Economy. We have flown Economy & Premium (unfortunately, not had the cash for UC yet!!). I felt as though we were 2nd class citizens. We got 2 drinks the whole flight. Pretty awful considering there is a liquid restriction. We have 2 babies and they only had the drinks that we bought in the airport for them. Frankly, I expect better from Virgin. I am happy to pay the extra money it costs to fly with them, but only if they provide the service such a cost demands. I have flown with various other airline, UK and US, Thompson being the worst, Virgin being the best. I can honestly say that the only thing that seperated Virgin from Thompson on the last flight was that the staff were friendly.

I, personally, think that if First Choice would up their baggage allowance and offered a baggage drop off service I would choose them over Virgin now.