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Virgin Atlantic - never again
happyhen
Posts: 8 Forumite
I complained about my flights and over a year down the line have got nowhere that is satisfactory. They offered me enough airmiles that would take me to the Isle of Wight and back or a 'SPACE AVAILABLE' upgrade, both of which involve me risking my money to be let down again. Below is my original complaint:
I booked four tickets on the above flights for myself, my husband and our two closest friends; my husband and I were renewing our wedding vows in Vegas so this was a very special trip. This was the first time I have used Virgin, which I did so on recommendation, my preferred provider is usually KLM who have never given me cause to frown let alone write a complaint.
For the ten and a half hour flight I had no television. There were no spare DVD players as there were over 20 sets broken on that flight; I couldn't swap with my husband as his was broken too. This is the sort of issue that the attendants should be aware of prior to passengers getting on the plane and if over 20 sets were out then how often is the plane maintained?
When meal came out my husband asked for a beer and he was told they had run out, this was 2 hours into the flight. All alcohol had run out five hours into the flight. The flight attendants were happily throwing alcohol to the stag party on board but forgetting that sensible drinkers may not wish to drink the beer dry in 2 hours and may wish to spread a few drinks out over the flight.
I am not going to mention the food because I would feel sick again if I thought back to it. All I will say is that I did not know you could burn plane food.
I felt ill towards the end of the flight, as my husband and the person next to him were asleep I rang the call bell so I could get a glass of water. Half an hour later and no sign of anyone I could even verbally call to I gave up and woke the people up so they could move. Just as well it wasn't a medical emergency as no one was paying attention.
This was an awful start to my special holiday, I did speak to an attendant and he said he would log my complaints. It's not often I cry but this was such an important holiday and the flight just started it off all wrong.
I hoped this was a one off and just bad luck until the trip home came.
San Fransisco - London: Can you believe it no working TV screen again!!!!! - Me and my husband. We were not the only ones but luckily there were spare seats on the plane so I could move. But that meant sitting on my own away from my husband on the way home from our second honeymoon.
My low fat meal that I pre ordered did not show, what did arrive was no better than the outward flight. I am also still trying to get my head around what exactly breakfast was supposed to be.
Where I was sat was face to face with one of the attendants seats, manners are something Virgin obviously don't look for when employing staff, one thing that was really nasty was how often I could count his fillings when he kept yawning without covering his mouth. I also had to listen to details of his hedonistic lifestyle whilst he was on the planes phone to another attendant on the lower deck. Another attendant did make a comment when I mentioned about the TV screen and he said that the plane was run down and needed a break as she was worked so hard - there is nothing I can really add the that comment.
Virgin started my special trip off badly and finished it badly, I spent over £2000 on flights and what a waste.
I would like to hear why you feel it acceptable to offer this type of service and when I go to the US/long haul next I cannot see why it should be with Virgin (I go twice/3 times a year). I will also be correcting the people who recomended you to me and let them see the other side of Virgin.
I look forward to hearing from you in the immediate future,
I booked four tickets on the above flights for myself, my husband and our two closest friends; my husband and I were renewing our wedding vows in Vegas so this was a very special trip. This was the first time I have used Virgin, which I did so on recommendation, my preferred provider is usually KLM who have never given me cause to frown let alone write a complaint.
For the ten and a half hour flight I had no television. There were no spare DVD players as there were over 20 sets broken on that flight; I couldn't swap with my husband as his was broken too. This is the sort of issue that the attendants should be aware of prior to passengers getting on the plane and if over 20 sets were out then how often is the plane maintained?
When meal came out my husband asked for a beer and he was told they had run out, this was 2 hours into the flight. All alcohol had run out five hours into the flight. The flight attendants were happily throwing alcohol to the stag party on board but forgetting that sensible drinkers may not wish to drink the beer dry in 2 hours and may wish to spread a few drinks out over the flight.
I am not going to mention the food because I would feel sick again if I thought back to it. All I will say is that I did not know you could burn plane food.
I felt ill towards the end of the flight, as my husband and the person next to him were asleep I rang the call bell so I could get a glass of water. Half an hour later and no sign of anyone I could even verbally call to I gave up and woke the people up so they could move. Just as well it wasn't a medical emergency as no one was paying attention.
This was an awful start to my special holiday, I did speak to an attendant and he said he would log my complaints. It's not often I cry but this was such an important holiday and the flight just started it off all wrong.
I hoped this was a one off and just bad luck until the trip home came.
San Fransisco - London: Can you believe it no working TV screen again!!!!! - Me and my husband. We were not the only ones but luckily there were spare seats on the plane so I could move. But that meant sitting on my own away from my husband on the way home from our second honeymoon.
My low fat meal that I pre ordered did not show, what did arrive was no better than the outward flight. I am also still trying to get my head around what exactly breakfast was supposed to be.
Where I was sat was face to face with one of the attendants seats, manners are something Virgin obviously don't look for when employing staff, one thing that was really nasty was how often I could count his fillings when he kept yawning without covering his mouth. I also had to listen to details of his hedonistic lifestyle whilst he was on the planes phone to another attendant on the lower deck. Another attendant did make a comment when I mentioned about the TV screen and he said that the plane was run down and needed a break as she was worked so hard - there is nothing I can really add the that comment.
Virgin started my special trip off badly and finished it badly, I spent over £2000 on flights and what a waste.
I would like to hear why you feel it acceptable to offer this type of service and when I go to the US/long haul next I cannot see why it should be with Virgin (I go twice/3 times a year). I will also be correcting the people who recomended you to me and let them see the other side of Virgin.
I look forward to hearing from you in the immediate future,
0
Comments
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what exactly are you looking for? They got you there and back, presumably in economy? Or was it premium? If they are offering you enough miles for a space available upgrade then this is not a bad offer considering the cost gap between such services.
All airlines have thier faults and planes with problems - I had no TV in Business class on KLM back from Bejing, I sat on the tarmac at Shanghai for 4 hours before takeoff with BA while they tested the plane and tried to offer me a news paper with a full page photo of the 777 that crashed three days earlier at LHR flying back from Beijing...
In fact, in many flights i cant think of a single one which hasn't had an issue (don't even talk about hand luggage and Iberia in the same sentence - they were taking full suitcases into the cabin to avoid paying the hold fees!)0 -
of the 4 flights involved between manchester & melbourne, the longer leg between dubai & melbourne, i had no tv and no where to move to for the entire duration of the flight. i complained when i got to melbourne and without a reply back from emirates, i got to the airport and found that my ticket had been bumped to business class for the entire flight home.helpful tips
it's spelt d-e-f-i-n-i-t-e-l-y
there - 'in or at that place'
their - 'owned by them'
they're - 'they are'
it's bought not brought (i just bought my chicken a suit from that new shop for £6.34)0 -
so you moved seats and wondered why your meal did not get to you.
You are not by a long shot the first person to complain about Virgin though, the London vegas direct route is well avoided by most who fly. With inexperienced cabin staff hungover on way back and spending the whole journey there talking about their lay over and what they intend to do. If you never intend to fly with Virgin again they could offer you any amount of miles!Hi, we’ve had to remove your signature. If you’re not sure why please read the forum rules or email the forum team if you’re still unsure - MSE ForumTeam0 -
Maybe I have been very lucky but I have never had an issue with an airline before and I have flown many times. Getting there and back is easy, service seems to be the thing that VA could not manage, on and off the ground. Given my annual spend on flights I was looking for a discount on my next booking to show that they had faith in their service but no they said. They expect me to risk all my money and none of theirs which I work hard for, I am not going to waste it on something that is a poor bet given my experience.
I also just got back from Morocco and the service was so much better even with Ryanair.....does that explain how bad the flights were?what exactly are you looking for? They got you there and back, presumably in economy? Or was it premium? If they are offering you enough miles for a space available upgrade then this is not a bad offer considering the cost gap between such services.
All airlines have thier faults and planes with problems - I had no TV in Business class on KLM back from Bejing, I sat on the tarmac at Shanghai for 4 hours before takeoff with BA while they tested the plane and tried to offer me a news paper with a full page photo of the 777 that crashed three days earlier at LHR flying back from Beijing...
In fact, in many flights i cant think of a single one which hasn't had an issue (don't even talk about hand luggage and Iberia in the same sentence - they were taking full suitcases into the cabin to avoid paying the hold fees!)0 -
I was a first time flyer and flew from London Heathrow to China back in may 2009 and had a wonderful experience. I was nervous and when we hit turbalance naturally i was worried but the staff on board were great.
Why worry abut the little things, think yourself lucky you landed safely
If You See Someone Without A Smile......Give Them One Of Yours0 -
I was upstairs and there were only ten of us up there so it was not hard to get a meal to me even when I moved. I suppose I should have just been grateful that I had a wardrobe and clean toilet to use and wasn't squished on the lower deck!so you moved seats and wondered why your meal did not get to you.
You are not by a long shot the first person to complain about Virgin though, the London vegas direct route is well avoided by most who fly. With inexperienced cabin staff hungover on way back and spending the whole journey there talking about their lay over and what they intend to do. If you never intend to fly with Virgin again they could offer you any amount of miles!0 -
I can't fault Virgin either, much better than any other airline i've flown with. British Airways were the worst. Things like this happen, how were they to know that this was a special trip ? Were they cheaper than KLM, is that why you booked with VA ?
Your "low fat" meal comment made me laugh ! I've yet to see an airline meal which was big enough to worry about the fat content !
My brother flies around the world, travelling with his job, every week, he has coeliac disease, all he ever gets for a meal on a plane is a cheese salad, he just accepts it, you don't fly for the amazing gourmet meals do you ?0 -
Maybe I have been very lucky but I have never had an issue with an airline before and I have flown many times. Getting there and back is easy, service seems to be the thing that VA could not manage, on and off the ground. Given my annual spend on flights I was looking for a discount on my next booking to show that they had faith in their service but no they said. They expect me to risk all my money and none of theirs which I work hard for, I am not going to waste it on something that is a poor bet given my experience.
I also just got back from Morocco and the service was so much better even with Ryanair.....does that explain how bad the flights were?
You might want to actually check how much of the flight is now taken up in taxes...the proportion discount they can given you would be quite insulting to be honest - I bought two return premium economy tickets to NYC (great flight as it happens) and they were £1,200 for the flights alone, Virgin Atlantic walked away with £300 from the two of us... on an economy ticket its two figures per seat before any costs.
I'm actually astonished how they make any money doing it, but apparently they do...0 -
Maybe I have been very lucky but I have never had an issue with an airline before and I have flown many times. Getting there and back is easy, service seems to be the thing that VA could not manage, on and off the ground. Given my annual spend on flights I was looking for a discount on my next booking to show that they had faith in their service but no they said. They expect me to risk all my money and none of theirs which I work hard for, I am not going to waste it on something that is a poor bet given my experience.
I also just got back from Morocco and the service was so much better even with Ryanair.....does that explain how bad the flights were?
If you take the miles they offered you (2000 at a guess) you can book a miles+money fare next time you travel. That will save you £100 - £150 on a vegas flight.0 -
I'm actually astonished how they make any money doing it, but apparently they do...
Apparently economy breaks even and airlines make money from premium passengers. (ie business/first passengers and those on full fare tickets)
I'm struggling to get the OPs issue. VS got you from point A to point B, which they did. Airline food (even upfront) isn't amazing, and any savvy traveller always takes back up entertainment (I find books work well).
You've been offered miles which you should take and use for money off a future flight or upgrade.Legal team on standby0
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