I am surprised that a transcontinental flight does not have a proper full meal in first class, not to mention the usual array of sandwiches, salad, and snacks!
I know that only the redeye flights will get the appetizers as snacks, as most passengers prefer to go to sleep. But the full array of snacks should be available.
All the JFK to SFO flights fall into the proper meal bracket, so I am surprised!
I will definitely email Virgin America and ask for the reasons why the proper meals are not loaded.
Only on the shorter SFO-SAN/LAX/LAS flights, full meal options are not available...
Anyone from VX can explain...
Also inattentive F/As are unacceptable! My main concern with VX is that the F/As lost their hypes quickly... sort of like Jetblue. So I will not hesitate to report those F/As and that is the way that we can help VX maintain its good services.
VX customer relation is very responsive in general.
Carfield
__________________
You're too much for me, Ennis, you son of a... I wish I knew how to quit you! Annie Proulx's Brokeback Mountain
I am surprised that a transcontinental flight does not have a proper full meal in first class, not to mention the usual array of sandwiches, salad, and snacks!
I know that only the redeye flights will get the appetizers as snacks, as most passengers prefer to go to sleep. But the full array of snacks should be available.
All the JFK to SFO flights fall into the proper meal bracket, so I am surprised!
I will definitely email Virgin America and ask for the reasons why the proper meals are not loaded.
Only on the shorter SFO-SAN/LAX/LAS flights, full meal options are not available...
Anyone from VX can explain...
Also inattentive F/As are unacceptable! My main concern with VX is that the F/As lost their hypes quickly... sort of like Jetblue. So I will not hesitate to report those F/As and that is the way that we can help VX maintain its good services.
VX customer relation is very responsive in general.
Carfield
Thanks for your concern. As I mentioned, I did not take this flight, this was my sister's flight. Given that VX is serving a three course meal between SEA and LAX, I think something must have been wrong with the flight in question. Just to hazard a guess, perhaps the flight was miscatered and due to impending delays at JFK, the crew decided to depart rather than wait for the catering to be rectified. The flight in question was nearly a month ago--I can try and ask my sister for the exact flight number and date, although I believe it was VX 1230 arriving around 8PM. I just wanted to put it out there to make sure it was a "mistake" because I'm looking to book a transcon F fare myself, and just want to know what I'll be getting.
Thanks for your concern. As I mentioned, I did not take this flight, this was my sister's flight. Given that VX is serving a three course meal between SEA and LAX, I think something must have been wrong with the flight in question. Just to hazard a guess, perhaps the flight was miscatered and due to impending delays at JFK, the crew decided to depart rather than wait for the catering to be rectified. The flight in question was nearly a month ago--I can try and ask my sister for the exact flight number and date, although I believe it was VX 1230 arriving around 8PM. I just wanted to put it out there to make sure it was a "mistake" because I'm looking to book a transcon F fare myself, and just want to know what I'll be getting.
What date?
__________________
My profile only lists status I've earned (not Centurion amenities)
Once you try Red, you'll never go back to Ted
Thanks for your concern. As I mentioned, I did not take this flight, this was my sister's flight. Given that VX is serving a three course meal between SEA and LAX, I think something must have been wrong with the flight in question. Just to hazard a guess, perhaps the flight was miscatered and due to impending delays at JFK, the crew decided to depart rather than wait for the catering to be rectified. The flight in question was nearly a month ago--I can try and ask my sister for the exact flight number and date, although I believe it was VX 1230 arriving around 8PM. I just wanted to put it out there to make sure it was a "mistake" because I'm looking to book a transcon F fare myself, and just want to know what I'll be getting.
I would guess this flight was miscatered. JFK's catering has a nasty habit of waiting til the last minute to get the food loaded. They may have just missed it on this one. What's weird though is that they had tapas but no entrees or desserts. It sounds like they left a cart behind, along with the cubes containing the bulk of the BoB entrees for coach/first entrees. The tapas/desserts usually come in the same cart for first. Entrees are separate.
Definitely tell her to contact VX to ask them to make it right. Also, they should know if the FA was not up to VX standards! That's very important to VX management.
I am sorry to hear about your experience, but if you didn't turn on your heel and request a refund, the fault, quite frankly, lies with you!
Walking off the plane was not an option, as I had to be in SF the next morning. But, it's nice to hear that VXs failure to provide their promised service is somehow my fault.
I fly Virgin Atlantic upper class back and forth to LHR and find it to be much better than UA. When I heard Virgin America was launching in the US, I was excited to try it. I bought a first class ticket for a SFO/LAX flight. I wrote this letter to Fred Reid:
*********************************************
On Wed, Dec 5, 2007 at 11:48 PM, Paul in SF wrote:
Hi Fred, I tried your airline for the first time Dec 1, flying from SFO to LAX. I received (was handed while boarding) a letter explaining the plane is not configured yet and no services were available. The letter included an offer for
$25 off my next flight. I spoke to a friend who tried Virgin America from SFO to New York and he said that plane had none of the services. While I appreciate you are trying to get the airline off the ground, and perhaps trying to recoup costs, I think it is a mistake to fly planes before they are ready or not telling customers before they book. Your website is falsely advertising a differentiated service you are not currently capable of providing. I also think the $25 off should be credited to my flight and not a voucher for a future flight. That's a trick the current airlines use.
I do hope you guys make it, and once you've worked out the kinks and can provide the service you advertise, perhaps I'll try your service again. Until then, I'll stick with the airlines that provide the service they advertise.
************************************
Fred replied the next day!
************************************
from: Fred Reid <fred.reid@virginamerica.com>
to: Paul in SF
date: Thu, Dec 6, 2007 at 8:17 AM
subject: Re: Unconfigured Planes
Dear Paul
I am very sorry we disappointed you. We faced a problem of short term delayed delivery which came after careful planning and successful prior deliveries.
We faced a choice of cancelling booked guests or operating what we freely admit is not what we strived for : thus the voucher.
In the meantime, we also offered free snacks and drinks of all sorts in all cabins which no other airline does as part of service recovery. And most of our ticket prices 20-40 % below others.
This affected 3% of our guests for a short period that will last about 3-4 more weeks.
Nonetheless I understand your disappointment and am sorry we let you down. I hope we will earn another chance, Fred
**********************************************
I really want them to succeed, and I want to want to fly them. It's been 4.5 months since my test flight and I'm very sorry to see they are still flying dark plane(s). Big kudos to those who are sharing the experience with others, so that we can make an informed decision. I have not and will not fly them again until I know they can deliver better service. For now, I stick with the better flight options and the occasional good treatment UA provides.
Programs: AS MVPG, Delta Gold, US Gold, SPG Gold, HHonors Diamond, Hyatt Diamond
Posts: 318
Quote:
Originally Posted by Raindeer
Walking off the plane was not an option, as I had to be in SF the next morning. But, it's nice to hear that VXs failure to provide their promised service is somehow my fault.
This one is easy. Sue them in small claims. They will either not defend or come with checkbooks open.
Programs: UA 1K, Marriott Plat, Priority Club Plat, Avis First, Alaska MVP
Posts: 1,059
Quote:
Originally Posted by ClipperClub
Nah. Virgin America pushes all of the amenities in order to distinguish itself.....$25 cert?! HA! You would have gotten more on a SkyKit with United! And we (Im a f/a) dont have any IFE but audio on many of our domestic flights.
You deserve more, and the snarly attitude that you received......well, it didn't take Virgin long to get that way did it?!
That's simple. Most of their f/as are former Independence Air/ACA f/as. Being from there too, I know as a rule, there a surly and bitter lot. But I mean that in a good way.
I've noticed a lot of FAs from VX in their 20's, and haven't run into any surly attitudes. -shrug-
The FA on that flight was young, and she was doing the best she could (easy service, w 2 of us in F.) However, the supervisor in LV was snarly, and could give a rat's that I was upset.
I agree you should have been better compensated for this however don't let one bad experience put you off other Virgin products. DJ and VS are fantastic carriers.
It will be very interesting to see what V Australia has to offer when it commences service.
I'm over a year late, but wow...meow. There are bigger issues facing the world. And that whole "I'm not some upgrader" line? Psssh. Please. In an economy like this, upgrading is a smart choice. (And I've purchased full fare seats in F as well as upgrades". Go ahead and stay with United. Us cool kids will stick with VX.
Almost 1-yr to get reimbursed for repair and still waiting....
So, last year (August 2008) I took a flight with my wife from San Diego to San Francisco on VA. The trip to SFO was pleasant and without incident.
Upon my return, my checked luggage was damaged and required repair. I was given the option of letting VA keep my luggage and repair it or take my luggage and get it repaired myself. Being the traveling control freak (like most of us here) I took my luggage to repair shop in San Diego, then submitted the documentation required for repair. That was completed last September.
Upon successive calls and emails to VA poc's at the airport I have still not received any update, letter or communication in regards to the status of my reimbursement. So, in the mean time, I will stick with the other airlines for travel to SFO and VA is not getting any of my FF business $$$.
Programs: UA M+ 1K/1MM, VX eleVAte, HHonors Diamond, SPG Gold, Hertz 5 Star
Posts: 2,234
Dear sdelira,
Baggage service issues are handled by the Guest Care group - there is a special team for Baggage Service issues. Please call 877-FLY-VIRGIN and say BAGGAGE, then follow the additional prompts and answer appropriately. You will be routed to a claim representative to help you. The aiport team is not the appropriate place for you to follow up at this point in time.
Tested Red - Red Failed
