Virgin Atlantic's Declining Standards?

[wayneg]

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

Many things poor with Virgin but their drinks I can't fault. They are there for you to get yourself all flight. We always try get the seats next to where they are left, might only come around 2-3 times but they are there all flight. Personally I don't want them coming around so much blocking the aisles.

 

[UKDEB]

We flew to Miami last August on an Airbus and it was a totally different experience. There were water coolers with disposable cups - no need to go anywhere near the galley. And the "on demand" entertainment system with 10" screens totally transformed my flight experience. I usually only watch one film because they never seem to start at a time that's convenient for me (or I miss the starts ). With the ability to choose start-times, option to pause and to switch to something different if you're not keen on your original choice, I think I watched 3 - unheard of for me. It also prevents the rush for the loos at the end of the film.

 

[wayneg]

We flew to Miami last August on an Airbus and it was a totally different experience. There were water coolers with disposable cups - no need to go anywhere near the galley. And the "on demand" entertainment system with 10" screens totally transformed my flight experience.

We had that system on one flight, can't remember if it was Gatwick-MCO or Heathrow-LAX. We usually sleep as MAN-MCO, our usual route has planes ready for scrap with very poor entertainment but that trip we mananged to watch films, play games and mess with internal mail system.
We will probably get the newer planes passed onto MAN-MCO route when the entertainment system is passed its use by date.

 

[maznorm]

Just to clarify, this was the first time I have ever had issues with Virgin. The drinks situation, well, the cart was nowhere to be seen. I tried buzzing a steward several times but no one ever came even though the little light thing was on throughout. One of the reasons I choose Virgin is because of the drinks situation. I had a bad flight with Thompson once, where they didn't bring any drinks around at all (drinks you have to pay for) and the little water machine only pumped out warm water. That was for the first couple of hours, after that it stopped pumping entirely.

Seperate issue, on our return flight I asked for a lap belt for my son (on our outgoing flight we were told it was neccessary during take off & landing for safety reasons). I was told I would have to wait until they were finished using it for their demonstration. Fair enough, I had no problem with that. After the demonstrations, they walked straight past me. I pressed the buzzer but again no one came.

I just felt that the attention to customers needs was entirely lacking and certainly not of the same standard of service I am used and, indeed, expect from Virgin.

 

[wayneg]

Just to clarify, this was the first time I have ever had issues with Virgin. The drinks situation, well, the cart was nowhere to be seen.

You are right the carts are taken away, to get drinks on Virgin you have to go into the Galley and help yourselves, usually the leave out water and juice (sometimes not) but everything else like cokes are in the drawers. Like I say we get the seats next to it if poss(think its row 48) for 2 reasons, access to drinks and they recline slightly more having emergency exit behind them.

 

[maznorm]

I'll bear that in mind for future flights. Thank you!!

 

[wideeyes]

We only had one flight with virgin(last year in econ) so can't comment on declining service as we have nothing to compare. However we were happy with our flight and had no problems, good in flight entertainment, my daughter enjoyed watching it, food edible, plenty of people were helping themselves to drinks with no problems. We are flying with them this year and next year again mainly as they fly from Manchester to MCO.

 

[T16GEM]

We have never flown with Virgin, mainly b/c they don't fly from Birmingham which IMO is stupid consdidering the size of our airport now. Having heard the stories of delays and other problems that many of you have had the flight would have to be significantly cheaper for me to even consider them over Continentals indirect flight from BHX to MCO.

 

[PudseyChancer]

Having heard the stories of delays and other problems that many of you have had the flight would have to be significantly cheaper for me to even consider them over Continentals indirect flight from BHX to MCO.

We all have different requirements, my preference to avoid indirect flights at all costs, and to fly from Manchester severely limits my options. Having said that, my experiences of Virgin have always been first class, the price, service and experience has always impressed me. I remember a member of my travelling party being made a fuss of during our flight to Orlando a couple of years back and it's instances like that that stay with you long after the holiday, it does mean that I'm more inclined to travel Virgin again in the future.

I think the 'glory days' of customer interaction and positive experience seem to be disappearing from all sections of life unfortunately, not just the airline industry, the desire to squeeze every last penny of profit appears to be the be-all and end-all.

 

[Beth__WDW23/6/02]

We all have different requirements, my preference to avoid indirect flights at all costs, and to fly from Manchester severely limits my options. Having said that, my experiences of Virgin have always been first class, the price, service and experience has always impressed me. I remember a member of my travelling party being made a fuss of during our flight to Orlando a couple of years back and it's instances like that that stay with you long after the holiday, it does mean that I'm more inclined to travel Virgin again in the future.

I think the 'glory days' of customer interaction and positive experience seem to be disappearing from all sections of life unfortunately, not just the airline industry, the desire to squeeze every last penny of profit appears to be the be-all and end-all.

That is very very correct.
Sadly everyone has different requirements and standards and not everyone will be happy with certain issues.

 

[disneyger]

. I like the online checkin, DTD checkin and although the weight limit has been reduced its still alot better than others.

I couldn't agree more. We like the twilight checkin at Gatwick. We once flew with Air 2000 and it was the longest flight ever ,8hrs felt like 18hrs because of no inflight entertainment . The longest delay with Virgin was 3hrs and that was because they had a sick passenger on inbound flight. The positive's def outweigh the neg.

Geraldine

 

[Maza]

i hate to say this...but i totally agree that the service offered on VA has gone down hill. We first flew with them in 2001, and thought it was all fantastic. The next 2 years , we went out in Econony and came back in first, into Manchester in the 'Club Orlando' catagory. Since then we have flown with different carriers, BA to SFO-okay, United to Orlando (via Atlanta-ok, but cheap ),Air Canada to Vancouver,then Hawaii- worst experience so far, wont be repeating that until AC buy some new planes : and then we flew with Emirates. Boy! The standard was raised big style! Lovely plane, amazing entertainment system, wonderful food,and a free upgrade to Business for the return trip! Which really spoiled us!

Last year, it was back to Virgin.Really disappointed! we picked our seats, when we paid in full for our flights, only to not get the seats we booked. My DH is 6'4....we like room. We have kids and dont want to be spread all over the plane! I ordered a low fat meal...and got a veggie one (it was quite nice though...and atleast i wasnt in the hands of the cabin nazis! The staff where rude,overmade up, and talked over the heads of all the PAYING CUSTOMERS all the way through food service. I watched them make their way up the aisle barly intercting with the customers except to grunt 'beef or chicken'. On the return flight, ditto for the above PLUS...us plebs in Cattle deck had to wait until the good pppl in the higher catagories ( ie the majority of the customers) had been given their newspapers! I suppose they had our money, so why try!

Next year, we are multicentre-ing. LV first the Orlando. So far VA is coming up cheaper than any other direct (ish) carriers...and we can fly BMI from Manchester for £25..my DM can fly BMI from Glasgow for £35. then on to LV from Gatwick, then direct from MCO to our home airports. Its a dilemma. Do I just suck it up...or fly with another carrier. Going to do some serious homework before coughing up cash!

 

[bob6sims]

Everytime we price travelling with Virgin it's way more expensive that other travel companies - OK you have to fly to Sandford with most of the UK companies(except BA) or take at least two flights with america airlines to go into MCO. I would rather spend the extra money on park tickets .

 

[wayneg]

Everytime we price travelling with Virgin it's way more expensive that other travel companies - OK you have to fly to Sandford with most of the UK companies(except BA) or take at least two flights with america airlines to go into MCO. I would rather spend the extra money on park tickets .

Virgin is(has) been very good to loyal customers with their Frequent flyers, we have saved a fortune (about £5,000) with them in past few years. We go 3 or 4 times a year all in school hols, eg last Easter £291, Aug 08 Free flight using miles (just pay tax of £101) nobody has been able to touch them for prices. They also do very good prices without miles if you hit the right time for booking, looking the other day for someone under £1000 for 3 people. Problem is you need to know how to work their system and book at the right time.

 

[darthtatty]

wow lots to take note of, our last trip was great though had trouble with the tvs not working.
guess its the same with any company all have good and bad points.

 

[lagunn]

Virgin is(has) been very good to loyal customers with their Frequent flyers, we have saved a fortune (about £5,000) with them in past few years. We go 3 or 4 times a year all in school hols, eg last Easter £291, Aug 08 Free flight using miles (just pay tax of £101) nobody has been able to touch them for prices. They also do very good prices without miles if you hit the right time for booking, looking the other day for someone under £1000 for 3 people. Problem is you need to know how to work their system and book at the right time.

Agree with Wayne here.

 

[Deedee]

I personally am not impressed with virgin. We went to Orlando with them in 2004 (never again). We were due to fly home the day before hurricane Jeanne hit. Every other company pushed leaflets under the hotel room doors to inform their customers of flight time changes etc. We had nothing from virgin and had to phone up the airport ourselves to find out our flight had been bought forward by 3 hours. They are also over priced other airlines are improving their services without upping the price.

 

[amberandolly]

We flew VA, outbound on 28th April, inbound 10th May from MAN - both flights were fine, no major irritations, small delays of around 30 mins each way. The crew were friendly enough.
English rose (we flew on her both ways) is looking a bit worse for wear - the IFE is poor compared to v-port, but as most people now have mp3 players/psp's/nds/personal dvd players etc. it's not that much of an issue.
The flights were chocka both ways ( much to my surprise as I thought it was meant to be a "quiet" time in between school hols) and we got our requested seats of 61/62 h/k after I did online check in for both flights. These rows of 2 x 2 seats definitely have an inch or so more knee room. I just wish that ALL the arm rests could be put up, so you can get out of your seat a bit easier!
The only people I heard complain were those who had got to the airport very late, not bothered with olci etc. and then moaned because they were split up - tough basically.

 

[Princess_Melanie]

I'm stuck on whether Virgin are great or getting worse right now....Not overly impressed with their planes, some are a bit grim and in my experience, they will bump normal passengers like us to put a Virgin employees parents in your seat (don't get me started...) so they dont sit next to the loo....

Also they've started cancelling some of the earlier flights from Gatwick to MCO in 2009 now - got my change to a later flight today - marvellous.

But they have a decent baggage allowance, twilight check in and the DTD drop off....so....we kinda put up with the bad for that....

I think we'd try BA but have built up some good mileage with flying club and want to use it!!

 

[RachaelC]

I'm stuck on whether Virgin are great or getting worse right now....Not overly impressed with their planes, some are a bit grim and in my experience, they will bump normal passengers like us to put a Virgin employees parents in your seat (don't get me started...) so they dont sit next to the loo....

There are rules surrounding staff/family travel - no other passenger should be moved to accommodate them! Have you fed this back to Virgin?