Vigin Atlantic - SYD - HKG - April 2013

[VA777]

Four trips to Asia in April and May to three cities - first trip reports.
Virgin Atlantic - Sydney to Hong Kong and Return


Taking TeenVA777 on his first overseas trip with a short 5 day trip to Hong Kong. We had a fantastic time together and enjoyed Hong Kong, with us ending up not seeing all we had hoped.


Whilst I have Gold VA Status and used some of the benefits we did check in earlier than necessary so TeenVA777 has to learn the idea that most people have a lot of waiting time at airports (although waiting in lounges is not that hard!)


Arrived at SYD airport a couple of hours before check in time. Went down the UpperClass line even though we were flying economy. This is the first of two experiences with TollDantna checkin staff and I must say it was less than adequate. I had an old VA Priority Tag and asked that priority tags be put on our bags. The agent indicated that this was not necessary as the bar code on the bag would indicate they are priority. Either the agent was a liar or the system failed as when we arrived at Hong Kong my bag once one of the first out (old priority tag) and TeenVA777's bag was one of the last out!.


I knew the flight was lightly loaded and there appeared to be exit seats available. I asked if we could get exit row seats and was advised that we had to pay for them. May be this is something VA need to look at with their and their partner frequent flyers.


Though immigration and security (down the APEC line and flight crew security and it appears the flight crew security team hadn't had enough people for a full security check, so TeenVA777 ended up with swabbing and full pat down. A useful experience on first international trip learning to comply with the process).


Headed down to the NZ Lounge which was an extraordinary experience. Last year when I flew VA from SYD to LAX via BNE I discovered that the NZ Lounge in BNE had gluten free bread, so I though I would ask in the Sydney lounge and hoped to toast some. To my surprise the staff said yes, they would be happy to make toasted sandwiches for me, what filling would I like and where was I sitting. Soon after two toasted sandwiches appeared with a side salad! So impressed I immediately completed a customer survey form and found the lounge receptionist to thank them for the amazing service. (sorry I tried to upload a picture but the system kept failing on the upload - worked it out - updated!).



Boarding the flight was a breeze - priority boarding lane. We are both tall (I'm 190cm and TeenVA777 is at least 4cm taller!) and we found the seats a little squeeze. We agreed that on the return we would likely pay the fee for an exit row seat for the overnight return flight.


Flight departed a few minutes early and the crew when through their processes well in a friendly and efficient manner.


When the main meal was served there was no Gluten Free meal (which was confirmed to me by the online system during the online checkin process).


The staff were fantastic, apologised and tried to find some food that they could put together. I ended up with some cheese, fruit and some roast potatoes (which I suspect came from the crew food).


We also found our TV monitors were not working very well and could not watch any movies or TV shows.


After dinner the Economy Cabin Supervisor came by to apologies in relation to the meal and I mentioned the issue with the TV and she agreed to move us to a "Purple Row" which are seats in economy with extra room (I would say about 2 inches), which was much appreciated and we wilded away the rest of the flight watching moves and TV shows. Sitting in these seats we agreed to definitely pay the extra for them on the return.


I noticed that the Cabin Service Manager in their announcements indicated that due to the light load that passengers could move to other seats after take off, but not the "Purple" seats unless they paid an additional fee on board. However, this did not seem to be enforced.


For the supper service the crew again asked what they could get me, suggested cheese and fruit which they happily arranged and then suddenly the advised they had located a Gluten Free supper!


Arrival was easy and Hong Kong airport was its usual efficiency and the only issue as mentioned above was the delay in baggage caused by the TollDatna checkin agent.


Novotel on Nathan


We stayed at the Novotel on Nathan on the Executive Floor which I would highly recommend if you are travelling with teenager. Whilst there is a slightly higher fee the inclusions make it most worthwhile. It included wireless internet (which I needed to keep in touch with the office), breakfast not only in the lounge but also the main buffet restaurant which meant TeenVA777 could "load up" in the morning. We planned out days so that we would swing through for afternoon tea (included in the Lounge - top up on sandwiches and cakes), swing through at coughtail time (more food and a glass of red for me) before heading out for evening activities and a late dinner. It also meant we had some space as the rooms are smaller (as normal in HKG). Found the staff very helpful, particularly the concierge for help to get to particular places. Took advantage of the late afternoon check out which meant we spent the day out (and it was humid that day), then able to come back to the hotel for a shower and final pack leaving the hotel at 4pm. Making for a more pleasant teen odour for the trip home!


Virgin Atlantic Hong Kong to Sydney


Checked in at Koowloon Station, checkin agents appeared to be from Dragonair. Very friendly and helpful. One seeing the Gold VA card automatically put UpperClass tags on both bags.


I asked about exit row seats (again a reasonably light load in economy). She indicated that there is a fee, but if I would like to wait until we got to the Clubhouse Lounge they may be able to sort it out. I indicated that I would prefer to pay for certainty, she got on the phone immediately and the advised that they were happy to put both of us in exit row seats with no fee.


This was an amazing comparison to the TollDatna approach in Sydney.


Clubhouse in Hong Kong is amazing. After reception, walked in and met by a Maitre D type person, helped us find a seat we liked, arranged drinks and then brought over staff to assist with dinner. Given my Gluten Free they were happy to adjust things to help and when we knocked off food quickly more was offered and brought around soon. TeenVA777 was annoyed with me that I didn't find out about the PS3 station earlier enough!


Highly recommend the Clubhouse.


Flight was excellent (extra legroom in the exit row was fantastic), all food for me was on board, staff friendly and helpful.


Arrival in Sydney a few minutes earlier, could have been earlier but SYD had trouble finding a slot.


Bags out quickly (correctly tagged), Immigration and Customs worked well for the hour of the morning.


Summary


TollDatna was the major let down and don't seem to be customer focused and create a negative impression for the passenger customers of their airline customers.


NZ and VA lounges in the respective airports were excellent.


VA flights were good (at or above expectations) and they recovered well with onboard issues on outbound flight with food and entertainment system issues. For taller passengers I would recommend paying for the "Purple" seats on VA.

Recommend the Executive Floor at the Novotel on Nathan for families or business travellers not wanting to pay for a 5-6 Star hotel.

 

[smit0847]

Are you surprised the Toll employees don't care about their job though? They have to endure all the bad parts of working in an airport (horrendous hours, expensive food options, difficult and expensive transport/parking, constant noise), but they're not employees of any airline so don't enjoy any of the staff perks like staff travel and there are limited opportunities for advancement/reward for doing their job well. When they're checking in multiple different airlines each shift I doubt they remember or care about the subtle differences between each airline and their partners (such as priority baggage).

If I spent 40 hours a week sending thousands of people off on their holidays knowing there was nothing in it for me other than an award wage I doubt I would be eager to assist pax either.

 

[VA777]

Are you surprised the Toll employees don't care about their job though? ... I doubt they remember or care about the subtle differences between each airline and their partners (such as priority baggage).

If I spent 40 hours a week sending thousands of people off on their holidays knowing there was nothing in it for me other than an award wage I doubt I would be eager to assist pax either.

Thanks for the interesting perspective smit0847. Then the matter needs to go back to the airlines (VS in this case and MH in my other trip report today) to monitor the performance of their contract vendor in Sydney.

At the end of the day the Toll staff are being paid to perform a task to a standard, and my recent experiences they are not.

 

[drewbles]

Are you surprised the Toll employees don't care about their job though? They have to endure all the bad parts of working in an airport (horrendous hours, expensive food options, difficult and expensive transport/parking, constant noise), but they're not employees of any airline so don't enjoy any of the staff perks like staff travel and there are limited opportunities for advancement/reward for doing their job well. When they're checking in multiple different airlines each shift I doubt they remember or care about the subtle differences between each airline and their partners (such as priority baggage).

If I spent 40 hours a week sending thousands of people off on their holidays knowing there was nothing in it for me other than an award wage I doubt I would be eager to assist pax either.

Whilst I agree with you, they know what their job entails. If you don't like it, find another job. It's like customer service telephone positions. They suck (I've been there, done that and yes, could write many books). I knew it was a stepping stone to other jobs. Not in the same company, but like any customer facing roll, you do it, then move on to other fields with some 'customer facing experience' under your belt.

Great Trip report too. Interesting they even try and charge on-board for the 'purple' seats. That's rather rich IMHO (it's not like Y to J).

 

[Deewhy]

Nice report va777. Good to hear about the clubhouse and it seems that the hk staff know about their VA benefits. Your experience with Toll ground staff mirrors mine with VA in December where I got hassled with bags and seat issues. Any report on you hk wanderings?

 

[VA777]

Day one was wandering around Kowloon looking for tailor for business shirts and slacks for myself and a nice shirt for TeenVA777. He was getting overwhelmed with all the street sales people, but eventually found one we liked and ordered. A good time wandering around Kowloon Park. Late in the afternoon went to Ladies Market and the markets around that area and in the evening the Temple Street Market which was near the hotel. TeenVA777 found it all very interesting and exciting, but was overwhelmed with all the new sounds, smells etc.

Day Two was on Hong Kong Island - ferry over, the boarded a random tram and went to the end of the line and back, so interesting to see the more high rise residential areas.

Then up one of the towers to Level 55 which is free and a display of the Hong Kong Banking System and Money, interesting display and wonderful view (unfortunately not that clear).

Then off to the Peak Tram, wandering around the 360 peak viewing facilities, shops etc, again overcast so not a clear view, and finished up with a walk around some paths before heading back.

Then found the moving walkways that go forever, through the SOHO area to the top of that network of walkways and escalators, taxi to station then back to Koowloon side for fittings. Quick visit to the New Territories to the Golden Computer Centre for TeenVA777 to find some PS3 games (which were 1/2 price and appear legit), then back to the Harbour for the Laser Light show, found somewhere for dinner after that.

Day three was Lantau Island, not a bad option to take the tour which included the cable car ride, then guided coach to Tai O village which included walking tour and boat trip and walking tour of the Temples and Big Buddha. Unfortunately the cloud was so bad about half way on the cable car we could not even see the cable. Tio O was clear and had a great time there, good time walking around the top, but unfortunately after climbing the 250 odd steps to the base of the Big Buddha the cloud was so thick we still couldn't see it!.

There is an Outlet store at the beginning of the Cable Car near the railway station and there were some good purchases there (and bigger size clothes for us).

Dropped into the Golden Computer Centre for some more computer stuff, then found a local Chinese Restaurant for dinner, first one recommended was full and wouldn't take us in, the second (quite pricy) eventually fitted us in, and a good experience, just enough English to get by, so a good experience for the lad.

Day Four started with a walk to the Hong Kong History museum, was closed (we were too early), so found a bus to the ferry and when to Wan Chai and back, then back to the museum, which had an exhibition on the Wonders of Ancient Mesopotamia which was excellent, then we went through the main museum. The older part was not that great, but the displays and information on the last 200 years was very interesting. That wrapped up the day, back to the hotel and got ready to go.

 

[Bolthead]

Good TR... My wife, daughter and mother in law came back from Honkers on VS in early April. They too stayed at the same hotel as you however they then went on to Shanghai to visit my son. They went Y+ over and J coming back. They were underwhelmed with both classes however they couldn't stop raving about the Club House in Hong Kong.

 

[markis10]

Good to hear a TR with VS, will be flying Upper Class soon and looking forward to it, was deliberating whether to go Syd Hkg or vice versa as its only one way, decided ex HKG is better use of the points given the club experience reported.

 

[moa999]

Flying Premium to/from HKG in the next fortnight so will add a TR on it.