I received this email from VX this morning concerning my flight SFO - LAX this week:

"Dear Indylt

Due to delays in the modification of our new planes, the in flight entertainment and select other in-seat services will not be available on your upcoming Virgin America flight. This includes the Red In flight Entertainment system, which normally features satellite TV, movies, games, Google Maps and a food ordering system. In addition, the plugs at every seat for electronic gear will not be operational for the flight. Why are we sending you this message? We want you to be prepared to have your laptop or iPod fully charged, and ensure you have the latest magazines or newspapers to read while onboard your flight. You can also look forward to receiving a goodie pack before boarding your flight at the airport.

We make millions of dollars in high-tech modifications to each one of Virgin America’s brand new planes and we appreciate your patience with us as we finalize this modification process across our brand new fleet. Thank you again for your patience and we look forward to welcoming you on Virgin America."

Do they really take delivery of new planes before the IFE is installed?

Do they really take delivery of new planes before the IFE is installed?

They take delivery before the seats and IFE are installed. Then those get added. They need this plane in operation and the IFE just isn't ready yet, and rather than have the aircraft sit, it's going into service while they complete the IFE out of hours.

I think you can expect some freebies onboard (food/drink) too.

Interesting. Thanks SFO 1K. I think its great that VX even bothered to send the email^. Its only a short hop, so no big deal on no IFE.

So far on my couple of flights I've been really impressed with the communication from Team members and VX corporate. I hope they keep it up as they grow.

Thumbs up to VX for being proactive on this.

Considering though the red entertainment is part of the Virgin experience, quite unlike "entertainment" on a UA sfo-lax flight, they probably need to take an extra step such as this.

Doesn't anyone other than me think that being "proactive" on this should have included an offer for a full refund, if this is really a key selling point that differentiates their service?

Doesn't anyone other than me think that being "proactive" on this should have included an offer for a full refund, if this is really a key selling point that differentiates their service?

I agree with you. This deserves more than a "heads up" in my opinion.
My parents flew IAD-SFO a couple of weeks ago. The IFE didn't work at their row and the only thing that VX could offer was one big fat "sorry". :td:

Umm... you're buying transportation, not IFE. When the IFE is busted on a UA flight, you get a travel credit if you complain. Otherwise you get nada. VX is comping food and drink and providing some form of "goodie bag".

This is on an aircraft doing west coast turns. Many tickets sold for about $44-$79 each way. If you feel like you need compensation, contact their customer relations team and see if they will give you a flight credit toward future travel.

A refund? I don't see it.

On November 3rd my leg from SFO to LAS was one of these new airplanes. We (F Class passengers anyways) were given a $25 credit voucher for a future flight. It was really cool to be on an airplane on its 2nd revenue service flight. Yeah, the IFE was not installed, the F seats did not function; but the service was STUPENDOUS!!! The pilot came out and made an announcement apologizing for the lack of amenities. He also said that if anyone had any concerns that the Service Team could not handle that he would gladly make it right for you. He then came to all the F Class passengers and personally shook our hand and thanked us for flying VX.
It was only an hour and a half flight so not much of a big deal. We were flying by the way on a brand new A319.

PS) The new F Class tapas are awesome!!!

This afternoon was the flight VX had sent the email about. The experience was similar to retsef's comments above. No IFE, no lexan divider panels and seats didn't work but the team members would raise and lower the seats manually for you as requested. Service was excellent and all team members made it a point to introduce themselves. I was in first and also received the $25 voucher, although there was no "goodie pack" as mentioned in their email. The load was very light with 6 folks in first and about 20 in coach. With no IFE I was actually "forced" to talk to my seat mate and had a great chat!

Doesn't anyone other than me think that being "proactive" on this should have included an offer for a full refund, if this is really a key selling point that differentiates their service?


unbelievable. No, actually, I believe it. Sad though.

I think this is HUGE gesture on VX's part. especially regarding such a tirvial issue for such a short flight.

I only hope it would continue as the carrier grows. unfortunately, it probably will not. most times, becuase of the incredible size of airline companies, such individual service is so difficult.

airlines do try though. i think its up to the individual station, however, to perform.

on CO, the PHX station called my cell at 230am to let me know my flight was so delayed that they realized id miss my connection in IAH for the last flight to MSY. flights for the next four days were all oversold, so they had rebooked on an earlier flight to ensure i got home. they also honored my elite upgrade and confirmed me in FC on the rebook.

this was very impressive coming from such a large company, but i fear thanks only go to the the PHX station manager who called. never was i offered additional compensation, and due to the incredible pre-emptive (SP) effort on CO's part, i would never have expected a thing more.

The VX generosity continues. Yesterday I was scheduled on the 11:50 flight LAX-SFO, but because I was sick the whole night I wanted to get home earlier. I checked and they had seats available so I made my way to the airport to try and get on the 10:35. The folks working the check in desk immediately saw I wasn't feeling well (I must have looked extra "special") and went to work getting me on. They didn't charge me the $110.00 fare difference (which was quoted to me when I called before leaving the hotel)and then offered to walk with me and roll my carry on to the security area. What great people!

The kicker is that this was another flight with the incomplete plane and I was offered the $25.00 credit. After how well I'd been treated already I didn't accept it though.

Like dlen111, I really hope this kind of service continues!

Wirelessly posted (probably driving while typing: MOT-PARS_/00.62 UP.Browser/6.2.3.4.c.1.123 (GUI) MMP/2.0)

I got off this bird today. There was no email warning, just a red envelope handed to all passengers at checkin. Inside the envelope was essentially the same message as written above. This supervisor then boarded the aircraft and gave each F passenger a voucher for $50 off a future flight. Y passengers did only received the letter and a voucher for a free movie, premium TV, or drink on a future flight. According to the supervisor, this bird will rotate between the lax and las flights until they launch their next aircraft on 20 November 2007. As for the promised free snack, I was given a free oatmeal raisin walnut Cliff Energy Bar. Service was good and I got a full can of diet coke with a lime wedge. Unfortunately, I was not pepactively contacted and a voucher for a free show or drink is insufficient to get me to fly them again.

$50??? That's better than the $25 I got in F. Probably uping the ante as time goes on with this aircraft not being completed yet by the third-party.

Since it was a short flight I really didn't care too much. Sitting in row 1, I had plenty of leg room :cool: !!!! After all, I had already lounged for over 4 hours flying F from IAD. I was glad that the flight arrived on time and that I had a quick hour to run out front for a cigarette or two. Security wasn't bad, since it is the international terminal and I had plenty of time to spare waiting to board the, unbeknownst to me, no IFE, non-reclining F seat flight. I drank plenty of Bacardi and OJ and the tapas were tasty :D !!!

[QUOTE=Indylt;8703534]The VX generosity continues. Yesterday I was scheduled on the 11:50 flight LAX-SFO, but because I was sick the whole night I wanted to get home earlier. I checked and they had seats available so I made my way to the airport to try and get on the 10:35. The folks working the check in desk immediately saw I wasn't feeling well (I must have looked extra "special") and went to work getting me on. They didn't charge me the $110.00 fare difference (which was quoted to me when I called before leaving the hotel)and then offered to walk with me and roll my carry on to the security area. What great people!QUOTE]

Great that VX reacted this way (and I don't mean to sound facetious), but won't every airline let you take an earlier flight if there are seats available? At least on stand by?

but won't every airline let you take an earlier flight if there are seats available? At least on stand by?

Not for free.

Not for free.

I don't know about other airlines, but American allows same day, "standby" change for no charge.

There is a small fee (I think $25) to get a confirmed change on the day of travel.