VA11 / VA12 - MEL-LAX-MEL J Ret - SS UNDERWHELMING

[equus]

Even Dom Perignon NV, which I don't particularly enjoy

That might be because it doesn't exist. All DP is vintage, so anything purporting to be NV isn't DP......

 

[Ewing]

I have seen posts where John Borghetti responds to direct emails and I am sure he would like this sort of feedback. I assume his email would be along the lines of "[email protected]" although I may be incorrect.

Email addresses of the executive team members are published at Virgin Australia Group Executive Team | Virgin Australia

 

[Cruiser Elite]

Thanks Ewing - emails dispatched.

 

[anat0l]

That might be because it doesn't exist. All DP is vintage, so anything purporting to be NV isn't DP......

Do'h my mistake.

That said, I'm still not a fan of DP, so it must've been two vintages I have tried, rather than one vintage and one I thought to be NV.

 

[The Rok]

Ice cold Dom is the answer to all of life's problems!

 

[lovestotravel]

I have never had problems submitting feedback through the VA website back from when I was red all the way to Plat. Every single piece of feedback was responded to, not always in the way that I wanted, until I pushed, but it was responded to at least.

Could be a problem/delay with your email provider etc etc

Basically you had a bad/in-experienced crew member and some food that you didn't like... I suggest you let it go and move on!

Personally if I was on your flight, at a quiet time, just before everyone goes to sleep or similar, I would have a chat with the person in charge and from recent reading on VA 777's it's the FM (Flight Manager)

I have done this before on NZ for both great and not-so-great service and it had the desired response in both cases

 

[pauly7]

Thanks Ewing - emails dispatched.

I reckon you will get a speedy reply given you were flying J and the amount of stuff that went wrong for you. Let us know what you get back!

 

[Cruiser Elite]

Basically you had a bad/in-experienced crew member and some food that you didn't like... I suggest you let it go and move on!

I appreciate the advice - mind if I don't take it?

Not trying to be a smart cough here - email working perfectly - I have set a course of action in motion and will post response as I receive them.

Again I want to re-emphasize I am not overly angry here - just disappointed and surprised given previous J MEL-LAX-MEL experiences on VA.

The FA who did come to me admitted his first day in this cabin - not first day on job - ex Etihad or Emirates he said. Had he not come to me and tell me first day - I know I have made mistakes - but i am really trying my best - then I would have been really really scathing.

It's no great drama to me - jeez I am lucky enough to experience a monthly F or J experience somewhere in the world on SQ most times - but what if i had scrimped and saved for the trip of my life and this is what I experienced?

I tried to write my version of chain of events in a not too derogatory fashion - it was a comedy of errors but still VA still did not deliver a product of a satisfactory standard IMHO.

 

[lovestotravel]

Not trying to be a smart cough here - email working perfectly - I have set a course of action in motion and will post response as I receive them.

Emails are never 100% guaranteed, they get delayed and go missing from time-to-time!

 

[Cruiser Elite]

Emails are never 100% guaranteed, they get delayed and go missing from time-to-time!

Sent email to John Borghetti this aft and received response email from VA rep within an hour - have filled them in re my concerns - will advise response in due course.

Thank you to everyone who took the time to read and respond to my ramblings.

 

[lovestotravel]

I am sure CEO's of companies get sick of dealing with petty issues!

However in this case I'll agree it's been a comedy of errors

It's so bad that some companies CEO's actually have a slightly different email address than what it should be if it was following company policy!

 

[docjames]

I am sure CEO's of companies get sick of dealing with petty issues!

However in this case I'll agree it's been a comedy of errors

It's so bad that some companies CEO's actually have a slightly different email address than what it should be if it was following company policy!

Some might argue it gives them an idea of what's actually happening at the coalface (as opposed to what they're being told.....)

 

[Cruiser Elite]

I am sure CEO's of companies get sick of dealing with petty issues!

ltt a thousand apologies for the fact that my petty issues have forced you into posting 8 times in this thread.

It's so bad that some companies CEO's actually have a slightly different email address than what it should be if it was following company policy!

Yes you are probably right - clearly VA senior admin never want to hear from customers - or do they?

Maybe they do - maybe that is why there is a plethora of Senior Management personal pictures and email adresses listed on their web site?

(Again thanks Ewing for pointing me in that direction - but I am sure I would have eventually found them after recovering from the overdose of warm Lanson)

 

[Cruiser Elite]

Sent email to John Borghetti this aft and received response email from VA rep within an hour - have filled them in re my concerns - will advise response in due course.

Response from VA:

Dear Mr Elite
Thank you for allowing me the time to look into the issues you have raised in regards to our Business Class product when travelling internationally.
I have received clarification from my colleagues and outlined their findings for your review.
In regards to the wine list being offered, on VAI longhaul are guests were requested to ask the crew for the varieties of wine on board that flight as it does vary, however after receiving feedback it was indicated that this may not be working, we have recently introduced a wine list that will be printed and placed on board outlining the options available on that specific flight.
Tony, I would need further information in regards to what accompaniments were lacking, to ascertain that it was simply not a plating error. It would appear that the salad dressing may have been over portioned onto the plate.
The Lamb Shanks have proved to be a very popular option for many guests; we do appreciate your comments, other menu options are available for guests who do not wish to consume the Lamb.
In regards to your other comments surrounding the coffee and breakfast, this will be followed up with the crew on board to confirm the correct preparation process was being followed.
Mr Morgan, as mentioned already your comments are a vital way for Virgin Australia to implement change were needed to enhance our guest’s experience.
I am aware that your opinion of our service has been affected by this situation. I do hope that you will not judge us on the basis of this particular incident. I can only trust that you continue to include Virgin Australia in future travel plans, as I would welcome the opportunity to regain your confidence in our services.
Once more I appreciate the time taken to forward your comments and concerns to me and I apologise for the time frame in responding to your feedback. Thank you for giving me this opportunity to respond and apologise.
Kind regards,
VA Rep

My response to their response:

Dear VA Reps
Thank you for your email
I apologize for taking so long to respond but I have been in china for a week
The one issue that you have not answered and which I would really like clarified was the warm Champagne on LAX-MEL leg and the information supplied to me by FA – ‘we have to park off bay for a number of hours so cannot get Champagne cold’ – is this indeed correct?
I look forward to your response
Rgds
Mr Elite

Their response to my response to their response:

Dear Mr Elite,
Thank you very much for your patience. The information you have been supplied is correct. Between flights the aircraft is parked at a remote bay and the alcohol is sealed onboard the aircraft. The aircraft chillers don’t have the ability to chill the alcohol from tow to bay with ground power. My catering team currently tendering a new catering source and this problem will soon be resolved. I will keep you up to date with the progress of the rectification work we are undertaking.
Your sincerely
VA Rep

Thank you VA for taking the time to respond to my queries - interesting responses indeed.

For the record I cuted and pasteded the exact text I posted in this thread - clearly the lounge issue was not addressed at all - and I had to seek clarification of the warm Champagne a second time - still people like the lamb shank it seems.

 

[k3nnis]

Now I'm thinking twice whether to transfer my MR points to DJ for a SYD-LAX-SYD J flight....
Might transfer to Asiamiles and do SYD-LAX-SYD on QF metal instead

 

[Cruiser Elite]

Again I would like to reiterate that this rt flt I took with VA was totally opposite to 2 previous flts I had undertaken - both previous had a real WOW factor about them - I was really impressed.

Unfortunately this years flight - as I said in thread title - SO UNDERWHELMING.

 

[Cruiser Elite]

Maybe they've changed since I last flew them in 2010 in Y (or 2011 in F but I did have a sticky beak in Y). They just say "Cabernet Sauvignon", "Shiraz" or so on, not the origin or winemaker.

Yes you were correct my friend - indeed SQ Y Menu does not list details of wine served - below is snip of pic of Y Menu




VA reps did advise that they were indeed going to re-introduce printed Wine List in J - any recent / current pax confirm if this has occurred as yet?

 

[anat0l]

Yes you were correct my friend - indeed SQ Y Menu does not list details of wine served - below is snip of pic of Y Menu

...


VA reps did advise that they were indeed going to re-introduce printed Wine List in J - any recent / current pax confirm if this has occurred as yet?

I did a double check through my menu collection the other day and found out that NZ also don't have a wine list. They have a wine guide like QF do, but in order to find out today's wines loaded on board, you have to ask the FAs.

 

[Cruiser Elite]

I did a double check through my menu collection .

You collect menus?

Hmmm.............never ever thought of that - must add to list.

 

[Sprucegoose]

You collect menus?

Hmmm.............never ever thought of that - must add to list.

Good menu ideas and wine collections......