Virgin Atlantic Flying Club - Upper Class Crew Eating Passenger Snacks At The Bar-A New Low?

Completed UC DXB-LHR a week or so back & noticed various of the crew vociferously eating the crisps (both from the packet & from the bowls) whilst setting up the bar. When the bar was set up Mrs NoY & decided that we would sit at the bar for some champagne. All crew snacking stopped (thankfully) whilst we sat there. After returning to our seats, the crew were at the bar snacking again - even the Captain passed by & picked up a few crisps. Maybe it's me but it seems totally wrong and almost certainly not part of the crew protocol? Yes, we all know that pax meals/snacks do get consumed by crew from time to time (BEHIND the curtain) but please, this was really not on. Later in the flight I sat at a deserted bar (with self-poured water-no crew around) & one crew member popped in to stuff some more crisps..."oh, hello didn't see you there!...I must have stuffed a whole pack of these!" she merrily exclaimed :rolleyes: Crass, don't you think?

Personally I wouldn't really mind it -- I've had nice conversations with crew whilst they are having a cup of tea at the bar, and provided they don't hoover up all the food, it wouldn't bother me.

I would be more concerned about the deserted bar later on in your flight -- I have encountered this and it is a bit disappointing. You'd think they'd keep an eye out for passengers.

Personally I wouldn't really mind it -- I've had nice conversations with crew whilst they are having a cup of tea at the bar, and provided they don't hoover up all the food, it wouldn't bother me.

I would be more concerned about the deserted bar later on in your flight -- I have encountered this and it is a bit disappointing. You'd think they'd keep an eye out for passengers.

I just see this as unprofessional. Where is the line to be drawn? Sitting at the bar eating pudding & enjoying an espressoo? Watching the IFE at an empty Suite? Really?

Completed UC DXB-LHR a week or so back & noticed various of the crew vociferously eating the crisps (both from the packet & from the bowls) whilst setting up the bar. When the bar was set up Mrs NoY & decided that we would sit at the bar for some champagne. All crew snacking stopped (thankfully) whilst we sat there. After returning to our seats, the crew were at the bar snacking again - even the Captain passed by & picked up a few crisps. Maybe it's me but it seems totally wrong and almost certainly not part of the crew protocol? Yes, we all know that pax meals/snacks do get consumed by crew from time to time (BEHIND the curtain) but please, this was really not on. Later in the flight I sat at a deserted bar (with self-poured water-no crew around) & one crew member popped in to stuff some more crisps..."oh, hello didn't see you there!...I must have stuffed a whole pack of these!" she merrily exclaimed :rolleyes: Crass, don't you think?

Are you joking? If this is serious then perhaps you need to get some sense of priority in life. Crew eating crisps, the world is lost!

It's unprofessional to be seen eating in front of passengers full stop. Even if you are really chummy with cabin crew they should not be eating or chewing anything at the bar in full view of other pax.

Would it be okay for the bartenders in the Clubhouse to munch on crisps whilst serving a drink to you? Absolutely not. What's the difference at 38,000ft?

Are you joking? If this is serious then perhaps you need to get some sense of priority in life. Crew eating crisps, the world is lost!

A bit aggressive isn't it? You know full well that it's not the fact that crew are eating crisps that is the issue here, so I suggest you keep your sarcasm to yourself :rolleyes:

It's unprofessional to be seen eating in front of passengers full stop. Even if you are really chummy with cabin crew they should not be eating or chewing anything at the bar in full view of other pax.

Would it be okay for the bartenders in the Clubhouse to munch on crisps whilst serving a drink to you? Absolutely not. What's the difference at 38,000ft?

Indeed! Nail hit firmly on the head ^

I don't see where the OP states they were munching on food while serving them!

To be honest, if this was the worst that happened on my flight, I'd be quite a happy traveller. Deserted bar isn't great, but that can happen as has been stated.

I don't see where the OP states they were munching on food while serving them!

To be honest, if this was the worst that happened on my flight, I'd be quite a happy traveller. Deserted bar isn't great, but that can happen as has been stated.

Actually the flight was quite poor in other ways now that you bring up the subject;

+ The above crew eating pax at pax bar "crisps" incident
+ The unmanned bar
+ Inedible pudding (truly ghastly)
+ Not a single top up of any drink at meal times or outside of meal times
+ Asked for espresso & got instant coffee - "that's all we've got" I was told by the CC. How did I get an espresso earlier in the flight then?
+ No second meal service offered
+ Semi-broken seat (wouldn't convert to bed mode)

All this for a c$3,000 dollar ticket. Ace.

That sounds rubbish (although I don't think I'd be bothered about the crisp incident).

I can't actually remember what meals were served on my last DXB-LHR but surely there must be a second service/afternoon tea of some kind. The flight is basically just LHR-NY.

Was it a -600 or -300? I was under the inpression that 300s don't have espresso machines.

Actually, the crew eating anything (or chewing gum) in view of passengers is completely against their terms of employment, and that is specifically written into their contract because it creates such a bad impression. I'm not sure that it goes as far as being a disciplinary offence, but I have a feeling it might do if it was brought to a superior's attention.

Whilst I'd probably turn a blind eye if it was a cheeky crisp or nut here or there, I think it's the top of a very slippery slope. VS obviously know this, and that's why it's against the terms of their cc's employment.

To me, the OP's flight sounded like it must have been run by a fairly poor FSM to have the standards slip to that degree.

That sounds rubbish (although I don't think I'd be bothered about the crisp incident).

I can't actually remember what meals were served on my last DXB-LHR but surely there must be a second service/afternoon tea of some kind. The fight is basically just LHR-NY.

Was it -600 or -300? I was under the inpression that 300s don't have espresso machines.

It was an aircraft swap from an A340-600 to an A340-300. I got an espresso 1st time around. Then was given instant muck. Another (more service-oriented/older) CC intervened & I was given another espresso. And yes, the crew/flight was pretty rubbish. There wasn't much "Class" about it that's for sure. Back to Etihad for me!

Actually the flight was quite poor in other ways now that you bring up the subject;

+ The above crew eating pax at pax bar "crisps" incident
+ The unmanned bar
+ Inedible pudding (truly ghastly)
+ Not a single top up of any drink at meal times or outside of meal times
+ Asked for espresso & got instant coffee - "that's all we've got" I was told by the CC. How did I get an espresso earlier in the flight then?
+ No second meal service offered
+ Semi-broken seat (wouldn't convert to bed mode)

All this for a c$3,000 dollar ticket. Ace.

Now that's a more pertinent critique - other than the crisp incident creating a situation worthy of United Nations intervention (ooops, sarcasm!).

Did you ask for another drink - a snack?

All in, sounds a bad flight.

Hi,

As a friendly reminder can we refrain from personal attacks please. Thank you.

That said,

NoY,

That sounds like an awful flight. Sorry you had such a poor experience. I have not had that poor an experience on my VS flights ( some individual elements have been poor but overall the flight has been ok).
I would be tempted to write in to VS Customer relations about your experience( I would personnally leave out the crisp issue myself).

Regards

TBS

It really dosen't help to start with one compaint then raise more further in the thread. You might have got a different initial response.

+ The above crew eating pax at pax bar "crisps" incident

Wouldn't bother me personally - unless they snaffled them all of course

+ The unmanned bar

You don't say how long you were waiting for. Is it really a hardship to pour your own water?


+ Inedible pudding (truly ghastly)
A bit more of an explanation why you thought it was bad might help! Did you tell the CC this at the time? Did you ask for the alternative? there are usually two desserts on the menu (plus cheese)


+ Not a single top up of any drink at meal times or outside of meal times

Did you ask? Use your call bell? Have not flown the DXB route but on others CC do regular walk rounds.


+ Asked for espresso & got instant coffee - "that's all we've got" I was told by the CC. How did I get an espresso earlier in the flight then?


Maybe they ran out and it wasn't explained very well!

+ No second meal service offered

I think this would have been afternoon tea rather than a full meal. Were you asleep or was there an entire cabin of food denied passengers? Again all you had to do was ask for something or 'what time will you be serving afternoon tea?' !

+ Semi-broken seat (wouldn't convert to bed mode)

Did you try and convert it yourself or did you ask the CC ?- it can be tricky to do it yourself especially if the seat belt is in the way Did you ask to be moved once you found out it didn't work though if the CC were converting it for you they and saw it was broken they would have known if there were any empty seats you could have moved to.? Did you even tell them whilst you were on board?

I get the impression that you wern't very proactive about raising these issues during the flight because many of these issues were easily resolvable and whenever I have had a problem on board the CC have done what they can to sort it out but some (like a broken seat and a full cabin can't be) but the CC would record it in the log

Now that's a more pertinent critique - other than the crisp incident creating a situation worthy of United Nations intervention (ooops, sarcasm!).

Did you ask for another drink - a snack?

All in, sounds a bad flight.

I can confirm that the UN have indeed been informed.

[/COLOR]It really dosen't help to start with one compaint then raise more further in the thread. You might have got a different initial response.

+ The above crew eating pax at pax bar "crisps" incident

Wouldn't bother me personally - unless they snaffled them all of course

Really?

+ The unmanned bar

You don't say how long you were waiting for. Is it really a hardship to pour your own water?

Hardship? Of course not. But crew saw me sitting there!

+ Inedible pudding (truly ghastly)
A bit more of an explanation why you thought it was bad might help! Did you tell the CC this at the time? Did you ask for the alternative? there are usually two desserts on the menu (plus cheese)

"Cooked" to within an inch of it's life, gooy mush. Supposedly some kind of bannana choc pudding.

+ Not a single top up of any drink at meal times or outside of meal times

Did you ask? Use your call bell? Have not flown the DXB route but on others CC do regular walk rounds.

No call bell used. Every other crew have flown with globally in premium cabins offer top ups- BA/CX/SQ/NH/TG/LX/LH/BD etc etc...not VS though..

+ Asked for espresso & got instant coffee - "that's all we've got" I was told by the CC. How did I get an espresso earlier in the flight then?


Maybe they ran out and it wasn't explained very well!

Ran out? They got me one when challenged after being offered instant muck.

+ No second meal service offered

I think this would have been afternoon tea rather than a full meal. Were you asleep or was there an entire cabin of food denied passengers? Again all you had to do was ask for something or 'what time will you be serving afternoon tea?' !

Sarnie or wrap apparently?

+ Semi-broken seat (wouldn't convert to bed mode)

Did you try and convert it yourself or did you ask the CC ?- it can be tricky to do it yourself especially if the seat belt is in the way Did you ask to be moved once you found out it didn't work though if the CC were converting it for you they and saw it was broken they would have known if there were any empty seats you could have moved to.? Did you even tell them whilst you were on board?

To move would have meant going to the rear small UC cabin whilst MrsNoY was in the front cabin. No way!

I get the impression that you wern't very proactive about raising these issues during the flight because many of these issues were easily resolvable and whenever I have had a problem on board the CC have done what they can to sort it out but some (like a broken seat and a full cabin can't be) but the CC would record it in the log

ME not proavctive? HUHUHU! Oh, the irony!

Well, I would definitely report it to VS in a letter - crisps and all. Regardless of individual opinions on whether eating snacks in front of passengers is important or not here on these forums, I can guarantee you that Virgin Atlantic *DO* think it's important. They would want to know about that, and the other points you have raised.

The only way that airlines can truly find out what's going on with their on-board product and service is if customers give them feedback, and this is excatly the sort of stuff they need to know. I would set it all out in a letter and fire it off to them and see what they say.

Actually, the crew eating anything (or chewing gum) in view of passengers is completely against their terms of employment, and that is specifically written into their contract because it creates such a bad impression. I'm not sure that it goes as far as being a disciplinary offence, but I have a feeling it might do if it was brought to a superior's attention.

I know a few people at VS on the ground and in the air and it is not in any of their employment contracts?

Where do you suggest the crew eat during the flight? In the galley? I am sure passengers could walk in there and see them eating too... there isn't really anywhere you can be 100% out of view of passengers where the crew can eat.

As for eating at the bar - that is a no no - but not written in anyones contract.

I have seen BA and other airline staff eating in the airport terminal in view of passengers too.... is that ok?

I can confirm that the UN have indeed been informed.
That did make me laugh a lot :D Thank you!

Yes, of course they shouldn't eat the crisps. But I can't resist eating crisps which are out in front of me, so I do feel their pain. Added to the other stuff, and it's clearly a crew which could have done an awful lot better and fell far short of the standard required and there's no excusing that. Sorry to hear about your experience.

I know a few people at VS on the ground and in the air and it is not in any of their employment contracts?

Where do you suggest the crew eat during the flight? In the galley? I am sure passengers could walk in there and see them eating too... there isn't really anywhere you can be 100% out of view of passengers where the crew can eat.

As for eating at the bar - that is a no no - but not written in anyones contract.

I have seen BA and other airline staff eating in the airport terminal in view of passengers too.... is that ok?

Well, my good friend who works for VS has told me this, and I have no reason to doubt her.

Obviously, cc are allowed to eat in the galley. I'm sure you know that anyway. When I say not in view of the pax, then it's also obvious that I mean in open view. You can be as picky with the words as you like, but the fact is that VS (and I am sure all the other airlines too) don't want their cc or groundstaff to be eating in open view of pax because it can create a bad, or at least unprofessional, impression - just as it has for the OP.

It's up to the individual pax how they react to it - some may be bothered, and some may not be - but that doesn't mean it's correct behaviour from the airline's point of view.

There's no point in having a crew member stand at the bar if there's no one there, or if other jobs need doing.

I was sat at the bar on a flight recently and crew were appearing when needed. The captain walked past and I had just finished my drink and offered to get me another. I did suggest she had more important things to do, she said she didn't mind at all and we had a nice chat.

Well, my good friend who works for VS has told me this, and I have no reason to doubt her.

Obviously, cc are allowed to eat in the galley. I'm sure you know that anyway. When I say not in view of the pax, then it's also obvious that I mean in open view. You can be as picky with the words as you like, but the fact is that VS (and I am sure all the other airlines too) don't want their cc or groundstaff to be eating in open view of pax because it can create a bad, or at least unprofessional, impression - just as it has for the OP.

It's up to the individual pax how they react to it - some may be bothered, and some may not be - but that doesn't mean it's correct behaviour from the airline's point of view.

Bang on! ^

As a post script to this I will indeed contact VS & let them decide if my observations should be acted upon or not. They can decide if the actions of the crew are appropriate or not.

I would choose a different airline then.............

Standards are definitely slipping, here's a small sample of the unacceptable behaviour I have observed:

1) CC using the lavatories (their contracts surely say that they must cross their legs, which has the added advantage of deterring any mile high shenanegans)
2) Gratuitous breathing by CC in the cabin (there's barely enough air for those of us paying for the privilege)
3) CC shamelessly sitting down on the job (I must have witnessed this for at least the first and last 5 minutes of each flight I have been on).

I think SRB should be told.

Yours etc
Disgusted
Tunbridge Wells


(By the way, it's good to be on board...)

Because of the window size on my computer, this thread's subject was truncated to "Upper Class Crew Eating Passenger....New Low?" That certainly got my attention. :D

Because of the window size on my computer, this thread's subject was truncated to "Upper Class Crew Eating Passenger....New Low?" That certainly got my attention. :D

hahahaha that made me giggle!:D:D

How dare they be human! I guess we can't all be born into wealth and privilege and have to work for a living, the horror! If you fire the help for eating, the next obvious step is to dock their pay for excreting.

(Its great to be on board. I always bring the crew chocolates to distribute, its a nice touch especially since many are one paycheck away from public assistance.)

Unabashedly Indignant

Standards are definitely slipping, here's a small sample of the unacceptable behaviour I have observed:

1) CC using the lavatories (their contracts surely say that they must cross their legs, which has the added advantage of deterring any mile high shenanegans)
2) Gratuitous breathing by CC in the cabin (there's barely enough air for those of us paying for the privilege)
3) CC shamelessly sitting down on the job (I must have witnessed this for at least the first and last 5 minutes of each flight I have been on).

I think SRB should be told.

Yours etc
Disgusted
Tunbridge Wells


(By the way, it's good to be on board...)

Welcome to FT and the Virgin Atlantic Board Ratechaser

Standards are definitely slipping, here's a small sample of the unacceptable behaviour I have observed:

1) CC using the lavatories (their contracts surely say that they must cross their legs, which has the added advantage of deterring any mile high shenanegans)
2) Gratuitous breathing by CC in the cabin (there's barely enough air for those of us paying for the privilege)
3) CC shamelessly sitting down on the job (I must have witnessed this for at least the first and last 5 minutes of each flight I have been on).

I think SRB should be told.

Yours etc
Disgusted
Tunbridge Wells


(By the way, it's good to be on board...)

If everyone thought the same, life would be very boring, and probably a lot more like Switzerland ;)

I almost wrote in and complained after I was disturbed at the bar by a crew member frantically looking for something, searching the bins, looking round the bar, getting very annoyed. As concerned pax we asked what he was looking for. "The Mail On Sunday" he replied. We all looked shocked and suggested he find a better quality paper. Don't they have any standards? :mad:

I almost wrote in and complained after I was disturbed at the bar by a crew member frantically looking for something, searching the bins, looking round the bar, getting very annoyed. As concerned pax we asked what he was looking for. "The Mail On Sunday" he replied. We all looked shocked and suggested he find a better quality paper. Don't they have any standards? :mad:

Not the Daily Heil Heist!

I almost wrote in and complained after I was disturbed at the bar by a crew member frantically looking for something, searching the bins, looking round the bar, getting very annoyed. As concerned pax we asked what he was looking for. "The Mail On Sunday" he replied. We all looked shocked and suggested he find a better quality paper. Don't they have any standards? :mad:

To be fair to the CC it might have been for one of the passengers (and probbaly one of the 'how dare you eat a crisp from the bar etc ....' crowd)

I was going to write and complain about how much Whisky they pour into your glass at the bar. Not only that, but I was 'topped up' on more than one occasion without me knowing. I don't remember much else........... :D

When I told my wife I was going to write a letter suggesting they perhaps only served 'sensible' amounts at the bar, she replied "you drank it though, which was possible more irresponsible".

I hate it when she is right! :mad:

I have received an official response from Virgin's Executive office & copy an extract below:

"I cannot apologise enough for what you witnessed with the crew eating the snacks provided for passengers. This isn’t acceptable as the crew are provided with their own food onboard. I am also dismayed to read of the lack of attention afforded to you throughout the flight. The crew are expected to provide an attentive service at all times so there is little excuse for this.

Rest assured I have brought your concerns to the attention of our Crew Performance Manager to speak with the team involved. Clearly we do need to ensure that all our passengers are being looked after how they and we expect."

Oh, and the United Nations have been informed of this outcome & all sanctions are being withdrawn with immediate effect.

I have received an official response from Virgin's Executive office & copy an extract below:.

Lol... customer relations must be quiet - they aren't normally so quick to respond unless you post on Facebook!

Of course in future you won't be able to hear them at all

http://blog.vtravelled.com/virgin-atlantics-whisper-quiet-service/

To be fair to the CC it might have been for one of the passengers (and probbaly one of the 'how dare you eat a crisp from the bar etc ....' crowd)

Oh, he proudly sat down and read it! The curtain kept being opened and it was possible for us to see him sitting on his little jump seat, on a break, reading the paper. Luckily I was distracted by the Grey Goose and some nibbley things.

I have received an official response from Virgin's Executive office & copy an extract below:

"[I]I cannot apologise enough for what you witnessed with the crew eating the snacks provided for passengers. This isn’t acceptable as the crew are provided with their own food onboard. I am also dismayed to read of the lack of attention afforded to you throughout the flight. The crew are expected to provide an attentive service at all times so there is little excuse for this.


Thanks for the update NoY. Regardless of the general belittling from various parties here, I knew that VS would be interested in hearing about this - it's something they do take very seriously. They don't want to see this slide in standards whatsoever.

Just for the record, some of the VS crews that I have had the pleasure of encountering in the UC cabin have been the very best of all the crews that I have ever flown with. I genuinely believe that a great VS crew working together well in the UC cabin just can't be bettered, and I'm sure they would be just as horrified with this behaviour as you were. But their FSM probably wouldn't have let matters slip to this level in the first place....

As so many others have sad in these forums; a good FSM = a good experience.

Staff eating in front of passengers, in a public area of the aircraft, is in bad taste. It's one thing if a pax were to walk into the galley during the crews break time but eating crisps off the bar is unprofessional.

Staff eating Crisps pah!

On a flight between Delhi and Hong Kong with Air India some 10+ years ago, a couple of air India ground crew seemed to hitch a lift with us in the Business Class cabin, only the smallest quantity of alcohol was available to the passengers and when we landed it was apparent why, the ground crew, still in their uniforms, walked off the plane with plastic bags crammed with bottles of booze from the galley. That coupled with a set of toilets that looked as though a dirty protest had taken place in them. I now think I should have gone to the UN about that.

If flying in the Premium cabins I believe I'm essentially paying a modest sum of money for a slightly better quality of service and food and a much larger sum of money for more space and a comfort. I have some sympathy with the apparent broken seat as that is, after all, what I think you're essentially paying for. If the seat is broken and unfixable I'm not sure what other realistic solution there is but to move you to another empty seat, wherever that may be. They could have got someone else to move, but if it was someway into the flight I could understand people being reluctant.

NoY, did you get compensation for the rest of the shambles of a flight?

NoY, did you get compensation for the rest of the shambles of a flight?

Hi BA304, Yes, I was compensated with Flying Club miles. Frankly, I am just pleased that my own judgement is firmly intact & is reflected by that of VS management.

Imaging that - a fully fleshed out complaint to an airline merits an excellent response vs a snippet of the actual story being posted on an Internet message board!

Glad to hear VS were receptive to the feedback and responded positively :)

Staff eating in front of passengers, in a public area of the aircraft, is in bad taste. It's one thing if a pax were to walk into the galley during the crews break time but eating crisps off the bar is unprofessional.

Yes, indeed. Re-training required & it looks like the crew concerned will get that ^

Yes, indeed. Re-training required & it looks like the crew concerned will get that ^

I don't see anywhere in the reply from Virgin that states the crew are being retrained? I think that's an over exaggeration from the reply.
Perhaps a few words from their manager yes - but surely no retraining.

I don't see anywhere in the reply from Virgin that states the crew are being retrained? I think that's an over exaggeration from the reply.
Perhaps a few words from their manager yes - but surely no retraining.

I didn't state that crew were going to be re-trained I said "It looks like"....just my interpretation, that's all....so no exaggeration present. Phew.

NoY, back you up all the way. In Aus (and UK I believe), its actually illegal for bar staff to eat behind or at the bar! I know, ran a business where onerous regulations occupied two filing cabinets. Cannot of course answer for regs for international airlines - but its pretty obvious. Does anyone want bar staff pouring drinks with greasy fingers? Do not think that there is even a bar sink in the UC bar-but willing to be corrected.

As for UC food and service, I found it very bad myself. Flight SYD-LHR return was free, courtesy of old GF miles, so not so inclined to complain, but would not repeat unless great financial inducement.

It was v interesting, outbound SYD-LHR, really bad service, not helped by a third of the cabin taken up with a huge number of business associates (conference in Sydney?) - who blocked the isles chatting, chatting up and drinking. FA's were flat out keeping up with them. For the rest of us, well we were not causing problems so we got 'forgot!'

Return was no better - Sir R B himself was aboard (crisis with NZ deal I think in retrospect). FA's all of a twitter, isles still congested, UC pax all wanting his autograph! I contented myself with a quick chat with him whilst we were both co-incidentally queuing for the loo prior to arrival Sydney - in our polyester/cotton pj's with toothbrushes in hand.
ps. His hair looks just as bad as mine after a long haul flight - with no disrespect to either of us.

My gripe with the crew here is the free ONBOARD shoulder massage.

In certain circles it seems well known that passengers miss out on this service by crew claiming, as a matter of convenience, that the passenger was asleep when it came to their turn. Part of me understands that it must be pretty monotonous for staff to have to comply with this, but I think its a shame for an airline to try to distinguish itself with useful ad ons like this but fail to deliver.

My gripe with the crew here is the free ONBOARD shoulder massage. .

VS don;t have onboard beauty therapists anymore and havent for quite a few years now so I guess you don't have to worry about missing out now as everyone is missing out!

My gripe with the crew here is the free ONBOARD shoulder massage.

In certain circles it seems well known that passengers miss out on this service by crew claiming, as a matter of convenience, that the passenger was asleep when it came to their turn. Part of me understands that it must be pretty monotonous for staff to have to comply with this, but I think its a shame for an airline to try to distinguish itself with useful ad ons like this but fail to deliver.

In flight beauty therapists were removed around May 2008 - see this thread (http://www.flyertalk.com/forum/virgin-atlantic-flying-club/808970-flight-beauticians-go.html).

FT is a fantastic resource but not enhanced by opinions held on out of date information.

But then, we can count on the knowledgeable folks to post the correct information. It does seem odd though, to wait four years before complaining :D