Virgin flying club - Upper Class - Decline on Food Service

Ok, not that I'm trying to bash Virgin or the Upper Class product - particularly since I think it's a pretty good product; however, is it just me or have they been downgrading their onboard service - specifically catering - as of late?

I flew VS 006 on Friday and being an overnight flight, it wasn't that big of an issue since immediately after dinner, I opted to sleep and wanted to maximize that time and not faff with a 2 hour breakfast ordeal (plus a cold breakfast didn't sound that appealing) prior to landing; however, on the return Monday on VS 005 - a flight lasting shy over 9 hours, I was a bit disappointed between lunch and afternoon tea when I walked to the bar and asked one of the fa's for a bit of a nibble and they told me there was nothing. She was able to find some crisps left from the pre-lunch service, but that was it. I would have thought they'd have some nibbly bits onboard at least at the bar for passengers between meal services - sorry but Polo mints weren't what I had in mind. Something as simple as fresh fruit, maybe some individual packages of crips, chocolates (for those of us who crave sugar), etc. would have been a nice additional to have available to UC passengers.

To be honest, this is the one area where I think Virgin really could use some improvement. A couple months ago I flew on BA in CW and their food offerings onboard were definitely above that of what I received this past weekend on Virgin - not to mention having a selection of snacks available for CW passengers throughout the flight.

Aside from that, the rest of the experience with Virgin was spot on per usual... great staff at check-in as well as the clubhouse in LHR, very pleasant staff onboard, and still I find the UC Suite more comfortable for someone at 6'3" compared to BA's CW when it comes to sleeping.

When you say there was nothing to nibble did you ask for anything from the smaller bites menu? These options (sandwiches, pies, other things) should be available on all such flights - if the CC said there was nothing, this sounds more like the catering loaded was wrong, not the VS has cut back (in your case, same effect though!).

is it just me or have they been downgrading their onboard service - specifically catering - as of late?
No, it’s not just you, and it’s been discussed a great deal here and on V-flyer as well.
VS admit they have downgraded the catering too.

I thought my meal on my JFK-LHR UC flight was disgraceful.

In reference to the "smaller bites" menu - there was no reference to that anywhere that I saw. The only sandwiches, etc. that were available were part of the afternoon tea service which was served prior to landing in Miami. Interestingly enough, that part of the menu (afternoon tea) included sandwiches, scones, as well as some sort of sweets - I believe it was a brownie with something else, which wasn't to be found anywhere onboard, just sandwiches or scones. I'm assuming after the lunch service, the only other catering onboard was that for the afternoon tea - and therefore I'm guessing that's why they didn't offer any of those bits to ensure they had sufficient quantities for the actual tea service.

And yes, I thought it was a bit disgraceful when the FA held up a large plastic zip-lock bag of crisps left over from the pre-lunch service saying sorry, this is all I have. Although I do give her credit for trying her best to work with what she had.

On the positive side, I still enjoy the fact that they offer a soup option as a starter which is always nice. If they could just add back some nibbly bits for between meals and possibly a hot breakfast choice? Not necessarily a full English breakfast but something more simple as an omelet... in my opinion nothing cheapens a "premium" product more than a bowl of cereal prior to landing.

Sounds to me like some mix up, next time you fly flip the pages of the UC menu and you'll see a lighter bites section. If the CC said there was nothing, perhaps s/he wasn't thinking laterally or beyond the bar ...

As to downgrading catering, VS have said that they are removing some options and items from the PE and Y cabins, but not Upper Class.

On quality, well, they've had their downs and downs!

They didn't even load the whole fruit?
That is quite odd.

I was on UC SFO-LHR_SFO in March and I was amazed at the poor quality of the food and even more so of the service. The cabin crew were all over the place, managing to create an atmosphere of urgency while taking quite a long time to actually deliver anything. One or two stars among a mainly scruffy bunch. Food was very poor. Wines are $15 wines. AVOD is good.


I don't usually fly J - either Y or F - so I can't compare to the current state of affairs at BA for example. I guess the main benefits of Virgin are Clubhouses and Limos. In all other factors, they don't offer anything special especially on Asian routes where you can go on SQ or CX for example.

Well I won't argue with the fact that VS doesn't compare to some of the alternatives out there when flying Asian routes, but when comparing to the UK-US routes, it is definitely one of the better options... to the extent that I personally would fly VS UC over BA First, and yes I've flown both more than once. The only thing that BA First does better is the food service - I don't find the seats really any better (actually tighter for sleeping)... and let's not even try to compare with the US based carriers "premium" products where you get cold service, onboard crew who are ONLY there because of senority, food offerings that include wilted iceburg salads and the oh so premium ice cream dessert.

I think for myself personally, the lesson learned is to eat in the clubhouse and consider the onboard meals as the nibbly bits as well as keeping fingers crossed for 747 equipment where I can get a seat upstairs.

Well I won't argue with the fact that VS doesn't compare to some of the alternatives out there when flying Asian routes, but when comparing to the UK-US routes, it is definitely one of the better options... to the extent that I personally would fly VS UC over BA First, and yes I've flown both more than once. The only thing that BA First does better is the food service - I don't find the seats really any better (actually tighter for sleeping)... and let's not even try to compare with the US based carriers "premium" products where you get cold service, onboard crew who are ONLY there because of senority, food offerings that include wilted iceburg salads and the oh so premium ice cream dessert.

I think for myself personally, the lesson learned is to eat in the clubhouse and consider the onboard meals as the nibbly bits as well as keeping fingers crossed for 747 equipment where I can get a seat upstairs.

I'm glad you're not thinking for yourself impersonally :)

But seriously, I do agree with you on the US carriers, they are so utterly out of touch with the type of service on the competition. It's bizarre really, given that the US seems to have pioneered the standards of service in restaurants...

You seem to have got a good system going with the clubhouse dining.

Funnily enough, I'm going VS UC SFO-LHR next week and I intend to lounge and graze at length in the lovely sunny CH before getting onboard. Then I will attempt to sleep thru to landing and eat breks in the London arrivals lounge.

By an even greater coincidence, re your post, I am returning the following week in BA F, so I'll be able to report back! I've never been on BA F, in fact the last time I was on any flavour of BA was in J in the mid 90s....

Thanks for all the information ^
I have flown BA in Business and First for over 15 years
I will be taking my first upper class flight.It sounds very dissapointing
to be on a flight for 11 plus hours to be offered nibbles :(:eek:
Based on these reports I have booked BA in First outbound and will take Virgin on the return.

I will be going back to BA in a heartbeat if this is what I can expect
To be safe I will pack a complete dinner on board so I won't be hungry for decent quality food on my Upper Class flight.

Sounds like the Vigin folks over time are going to lose a lot of traffic
in difficult times if they don't wake up and make it a highly satisfactory experience.
On a 4 hour flight in any cabin I can live with most anything however even in that I expect to be able to dine reasonably well
Once I pay a premium to be on a flight for a longer journey my expectations go up.

Shame on Virgin if this is how they treat their best customers.
I hope my experience will be different
Cheers

Thanks for all the information ^
I have flown BA in Business and First for over 15 years
I will be taking my first upper class flight.It sounds very dissapointing
to be on a flight for 11 plus hours to be offered nibbles :(:eek:
Based on these reports I have booked BA in First outbound and will take Virgin on the return.

I will be going back to BA in a heartbeat if this is what I can expect
To be safe I will pack a complete dinner on board so I won't be hungry for decent quality food on my Upper Class flight.

Sounds like the Vigin folks over time are going to lose a lot of traffic
in difficult times if they don't wake up and make it a highly satisfactory experience.
On a 4 hour flight in any cabin I can live with most anything however even in that I expect to be able to dine reasonably well
Once I pay a premium to be on a flight for a longer journey my expectations go up.

Shame on Virgin if this is how they treat their best customers.
I hope my experience will be different
Cheers

I'm sure it won't be that bad. What's the route?

I'm sure it won't be that bad. What's the route?

LHR to LAX
Hows the A340-600 ?
didn't realize that was the aircraft until after booking

Thanks for all the information ^
I have flown BA in Business and First for over 15 years
I will be taking my first upper class flight.It sounds very dissapointing
to be on a flight for 11 plus hours to be offered nibbles :(:eek:
Based on these reports I have booked BA in First outbound and will take Virgin on the return.

I will be going back to BA in a heartbeat if this is what I can expect
To be safe I will pack a complete dinner on board so I won't be hungry for decent quality food on my Upper Class flight.

Sounds like the Vigin folks over time are going to lose a lot of traffic
in difficult times if they don't wake up and make it a highly satisfactory experience.
On a 4 hour flight in any cabin I can live with most anything however even in that I expect to be able to dine reasonably well
Once I pay a premium to be on a flight for a longer journey my expectations go up.

Shame on Virgin if this is how they treat their best customers.
I hope my experience will be different
Cheers

If your expectation is so low, why on earth did you book?

If your expectation is so low, why on earth did you book?
I believe one must try every carrier at least once from Southwest to Emirates, Singapore or other. Just for the first hand experience of it
Everything in life is subjective to some degree

I expect that Upper Class will probably be a slightly lesser experience then BA
Not terrible but probably slightly disappointing
The word on the street seems to reflect that

That fantastic funny video with an open letter to Richard Branson that surfaced online not too long ago showed how shabby Upper Class can be with poorly maintained cabins and dreadful food.Hopefully that is an isolated exception.Hope they got the message to do something about it

If I find the same or better that would be great
When BA and Qantas get it right I must say they really get it right
I am a big fan of these carriers over the years in premium cabins
It isn't going to kill me to try one flight which is why I booked BA as well in the other direction.Have carry on food in case it is the inedible mystery goo featured in the video :)

Hi 777 global mile hound,

Flying from LHR you will get to use the private security lane for VS Upper Class only.

The LHR clubhouse is excellent ( you can prebook a hair treatment, spa treatment, use the jacuzzi and steam room.

There is an excellent Bar, Deli and sit down dining area ( waitress/waiter service)-try an expresso martini!

( also lots of chillers with soft drinks around the clubhouse)

The UC cabin in the A340-600 feels a bit long ( they do have a curtain halfway down) but it is only three abreast.

The IFE is vport AVOD ( lots of good movies and CD's -better than BA)

Never had a problem with food on board ( not the best but fine- the clubhouse menu is excellent).



Regards

TBS

Hi 777 global mile hound,

Flying from LHR you will get to use the private security lane for VS Upper Class only.

The LHR clubhouse is excellent ( you can prebook a hair treatment, spa treatment, use the jacuzzi and steam room.

There is an excellent Bar, Deli and sit down dining area ( waitress/waiter service)-try an expresso martini!

( also lots of chillers with soft drinks around the clubhouse)

The UC cabin in the A340-600 feels a bit long ( they do have a curtain halfway down) but it is only three abreast.

The IFE is vport AVOD ( lots of good movies and CD's -better than BA)

Never had a problem with food on board ( not the best but fine- the clubhouse menu is excellent).



Regards

TBS

Thanks for the heads up it is great to hear some positive spin on Virgin
I look forward to the experience

I believe one must try every carrier at least once from Southwest to Emirates, Singapore or other. Just for the first hand experience of it
Everything in life is subjective to some degree


I couldn't agree more. I find it fascinating that you are so prepared to experience things outside your comfort zone, yet you are so easily demoralised by a few negative postings on an internet forum.

The post by TBS makes perfect sense.

The VS experience CAN be disappointing - just as any experience with a big organisation can be, but in my experience of well over 50 VS flights in all classes, the good FAR outweighs the bad.

Make the most of your Clubhouse / Revivals experience, but be aware Upper is a business product, not a first product, so set your expectations accordingly.

Also, please let us know your thoughts post flight.


Nick

I couldn't agree more. I find it fascinating that you are so prepared to experience things outside your comfort zone, yet you are so easily demoralised by a few negative postings on an internet forum.

The post by TBS makes perfect sense.

The VS experience CAN be disappointing - just as any experience with a big organisation can be, but in my experience of well over 50 VS flights in all classes, the good FAR outweighs the bad.

Make the most of your Clubhouse / Revivals experience, but be aware Upper is a business product, not a first product, so set your expectations accordingly.

Also, please let us know your thoughts post flight.


Nick
Great post and thank you for the kind words.
I must admit with a solid experience I can overlook some small sins onboard or off
It is my hope with any carrier when traveling in a premium cabin and held captive for 11 hours or longer they will provide at least a satisfactory experience.

I can be happy with a turkey wrap and a salad with balsamic vinegar.
That said I have been served food on board in every class of service that ranged from brilliant in the air to rotting fish that stunk up the whole cabin
Nothing would make me happier then to complete my journey with Virgin and decide to make them a carrier of choice when traveling or connecting through the UK.I come with a positive attitude to have fun and be comfortable.

Any experience in the A340-600? I booked seat 2A
I Ithought I would have been on a 747 or 777 Never checked before booking
Funny thing is on the seat map I kept trying to locate the upper deck when I realized I won't be flying on a Boeing at all :) duh
It must be hard to provide good service with 17 rows :eek:

G
Any experience in the A340-600? I booked seat 2A

The K side at the front is better than the A side since it has more privacy (a 'wall' in front). I always go for 2K, trading the proximity to the lav for the additional personal space (triangular shelf).

(Or I should say, "used to always go for 2K", that is before VS drove me away with poor quality food and inconsistent service).

BC

Re: Food service, I always make it a point to eat a full meal in the Clubhouse before departure, whether it's an eastbound TATL redeye or a westbound TATL day flight. The Clubhouse Burger is particularly good. On the day flights, then I request that the FAs save my meal for later into the flight. That way I'm never hungry.

Thanks for all the information ^
I have flown BA in Business and First for over 15 years
I will be taking my first upper class flight.It sounds very dissapointing
to be on a flight for 11 plus hours to be offered nibbles :(:eek:
Based on these reports I have booked BA in First outbound and will take Virgin on the return.

I will be going back to BA in a heartbeat if this is what I can expect
To be safe I will pack a complete dinner on board so I won't be hungry for decent quality food on my Upper Class flight.

Sounds like the Vigin folks over time are going to lose a lot of traffic
in difficult times if they don't wake up and make it a highly satisfactory experience.
On a 4 hour flight in any cabin I can live with most anything however even in that I expect to be able to dine reasonably well
Once I pay a premium to be on a flight for a longer journey my expectations go up.

Shame on Virgin if this is how they treat their best customers.
I hope my experience will be different
Cheers

I did a recent photo report in UC from JFK-LHR, if you want a visual perspective. I was in 2K, which is on the opposite side of the plane from you. I think you should get re-positioned there, as you will not see anyone else's feet and it is very private. There is almost no traffic there.

I don't think you could compare this to BA F. The cabin is not as private and the food of course is not as good.
But the bed is certainly better.
The FA I had was certainly as good as any in BA F, though - perhaps just blind luck?

The food in the lounge puts the on-board food in the shade.

Overall, it's not that bad!

I don't think you could compare this to BA F. The cabin is not as private and the food of course is not as good.

Thanks for the comments - it's Virgin's fault that people compare UC with First - their advertising repeats this error but it is worth pointing out continually, VS UC is business class equivalent, not first.

Thanks for the comments - it's Virgin's fault that people compare UC with First - their advertising repeats this error but it is worth pointing out continually, VS UC is business class equivalent, not first.

Very true, but when onboard food is poor and service inconsistent the label is slightly irrelevant.

Any experience in the A340-600? I booked seat 2A
I Ithought I would have been on a 747 or 777 Never checked before booking
Funny thing is on the seat map I kept trying to locate the upper deck when I realized I won't be flying on a Boeing at all :) duh
It must be hard to provide good service with 17 rows :eek:

I flew LHR-LAX in UC on a A340-600 this past Sunday in seat 3A. In hind sight I would have picked the K side of the aircraft. It is a little more private despite the bathroom location as others have stated. The service was spectacular despite the length of the UC cabin. Our FA had only 8 or so passengers to deal with. Food was fine. Nothing spectacular, I certainly was not dissapointed. I had the beef olives. Very tender and moist even after eating well after the main meal service at the begining of the flight. Plenty of good movies, music and TV to choose from and when it was nap time the converted suite was very comfortable. Personally I found it easier and more comfortable to sleep in than either BA or AF First seats. Do ask for a sleep suit as soon as you board if you want one. There were not many loaded as this is a day flight and the large and XL went very quickly. All in all the 11 hour flight went by very quickly and I was very pleased with the attentive service from a great flight crew! Enjoy!

I too had a good exp. last week in VS UC, SFO-LHR.

Flight was delayed 140 minutes but I just battened down in the nice sunny CH and had everything on the menu over the four hours I was there. It was all delicious!

I had seat 5K on upper deck. Best seat for sleeping and privacy IMO. There's a large high closet to your left, blocking sound and vision from behind. No one can look directly at you without making a real effort, whereas you stare across at four people (in profile).

The service was super (one FA was a superstar, the other was quite pleasant). Dinner was really good, cream of tomato soup and chicken in tarragon. AVOD selection very good, but I slept most of the way. The only dissappointment was the bfast, totally cold. Coffee was a thin and watery affair. My breakfast on Eurostar a few days later was much better!

In contrast I did BA F LHR-YVR a few days later. The seat is more spacious and private but a bit dated, and not as good in bed mode as VS. Service was certainly much more attentive, refined and polished than VS, yet the food was only slightly better and the AVOD was a bit of a joke (poor hardware mainly but also the selection).

Finally the LHR CH vs the T5 BA Concorde room. I'd say the food and spa are better in the VS CH, and then there's the cool pool table section, but overall the Concorde room is vastly more spacious and light/airy, much more interesting, and has much better wine.

In summary, the overrall aftertaste is that BA F just feels like a true F, and by that I mean exclusive. It's as though BA F is an exclusive hotel whereas VS feels like the VIP section of a night club.

Thanks RoboBR for the trip report and kind words
Cheers

I'm absolutely amazed that anybody could even dream that this "First class service at a business class price" carriers cuisine is in decline???:D
How dare you all, what would Sir Richard say???

CJ