Hey Airbuske,
I am a check-in agent for Virgin Express and I'm sorry to hear you were not welcomed and treated in the proper way. But you have to know that we are really customer minded and that we would do anything to please our passengers. But in these days it is sometimes hard to satisfy every passenger, some passengers are really rude and impolite. We are being insulted a few times a day and this sure is working on your mood. Nobody likes to be insulted and neither do we.
The queue system is working. I know there is sometimes a enormeous queue but I can assure you that practicly nobody misses his or her flight because of the queue. The queue agent is there to solve these problems. Therefore we also ask passengers to be there on time and at least 2 hours prior to departure. That allmost all passengers show up at 1 hour to half an hour prior to departure is allso an extra stressfactor for the agents.
The plaines are oll of them flyworthy and are checked on a very regular base.
I certainly hope that you would give u a new chance to prove that we are a good company who treets it's passengers with the needed respect and friendlyness.
TV882 Bruselas - Valencia
-
Ozzie1969
- Posts: 752
- Joined: 03 Sep 2004, 00:00
- Location: Brugge, Flanders + Annan, Scotland + Ormoc,Philippines
- Contact:
I flew Virgin Express to Lisbon in December, and I certainly had no reason to complain or be dissatisfied with the service. If people don't like to queue, they should do what I did : arrive 2 hours before the scheduled departure. I was the first passenger to check in. Needless to say, I didn't have to queue. Also I don't expect people to fall on their knees and worship me like a god, just because I bought an airline ticket. But a speechless person at the check-in is indeed something I would not really appreciate. Maybe she was just having a bad day?
Well, i came last week friday with the Virgin Flight to Valencia. I had to say that i really didn't like how the agent treated me. He stayed on the phone talking to somebody while checking me in and without telling me and asking me anything. I tought it was kind of rude. In my opinion this is not costumer minded eather.
During the flight it was better, three out of four cabin crew members were nice. Only one, was not that nice. I guess this one was having a bad day. I don't know what happened but he got really pissed of when he went to take the trash at one passengers seat. He left by saying 'jeezes' and with a really pissed of face. I guess it is true that sometimes you might have a bad day, but you can't reflect this on the passengers. It is your job to be happy and always be costumer minded, even if you are having the worst day of your life.
During the flight it was better, three out of four cabin crew members were nice. Only one, was not that nice. I guess this one was having a bad day. I don't know what happened but he got really pissed of when he went to take the trash at one passengers seat. He left by saying 'jeezes' and with a really pissed of face. I guess it is true that sometimes you might have a bad day, but you can't reflect this on the passengers. It is your job to be happy and always be costumer minded, even if you are having the worst day of your life.
-
Vinnie-Winnie
- Posts: 955
- Joined: 01 Jul 2004, 00:00
- Location: London
Totally agree with you airbuske Virgin is awful.
Their aircrafts are in a sorry state, noisy (737-300's not the newest aircraft around) and pretty uncomfortable.
I wouldn't mind all this if they offered cheap flights but they don't. Although I'm not gonna complain about the 110 euros I paid for a return to Rome I definately don't think that this is a true low cost airliner fare. If I had booked it in advance, would have paid something like 60-70 euros with easyjet (Not gonna talk about Ryanair since they don't fly from the main airports as easyjet and virgin do)
Staff couldn't care less about you and seat pitch is what about 28 inches. Also these awful grey leather seats are just sooo uncomfortable.
Anyways as long as I live in Belgium will have to fly with them but with no regrets will I leave them once I move abroad.
Vincent
Their aircrafts are in a sorry state, noisy (737-300's not the newest aircraft around) and pretty uncomfortable.
I wouldn't mind all this if they offered cheap flights but they don't. Although I'm not gonna complain about the 110 euros I paid for a return to Rome I definately don't think that this is a true low cost airliner fare. If I had booked it in advance, would have paid something like 60-70 euros with easyjet (Not gonna talk about Ryanair since they don't fly from the main airports as easyjet and virgin do)
Staff couldn't care less about you and seat pitch is what about 28 inches. Also these awful grey leather seats are just sooo uncomfortable.
Anyways as long as I live in Belgium will have to fly with them but with no regrets will I leave them once I move abroad.
Vincent
Just wanted to let you know that VEX planes are allways in a safe state for flying! I know for sure beacuse I was a technician @ SN Technics....
Airbuske you are so right, an infriendly check-in agent can spoil your flight completely. Unfortunately, don't expect it to be better at another company. There's allways a chance that you encounter a person like this. It is not at all typical for VEX. I flew Belgium XL once to Cancun (MEX) and believe me, your trip to Valencia was still pleasant compared to that. hehe
And as for the tickets....they are cheap! ! ! Keep in mind that you should compare the bare ticket price only and NOT the added airport taxes....
Please don't let this onetime experience judge the whole company. I do have the impression that the personnel in other country's are more friendly (yes, even the VEX check in agents's). But even then, also this could be an impression based on onetime experiences.
The most pleasant flight I ever made was from Barcelona to BXL. And this was caused by an over friendly VEX check-in agent ! ! !
So, to all the friendly VEX check-in agents --> Keep up the good work, thx for making my flight more pleasant!
Airbuske you are so right, an infriendly check-in agent can spoil your flight completely. Unfortunately, don't expect it to be better at another company. There's allways a chance that you encounter a person like this. It is not at all typical for VEX. I flew Belgium XL once to Cancun (MEX) and believe me, your trip to Valencia was still pleasant compared to that. hehe
And as for the tickets....they are cheap! ! ! Keep in mind that you should compare the bare ticket price only and NOT the added airport taxes....
Please don't let this onetime experience judge the whole company. I do have the impression that the personnel in other country's are more friendly (yes, even the VEX check in agents's). But even then, also this could be an impression based on onetime experiences.
The most pleasant flight I ever made was from Barcelona to BXL. And this was caused by an over friendly VEX check-in agent ! ! !
So, to all the friendly VEX check-in agents --> Keep up the good work, thx for making my flight more pleasant!
Sorry but I really have to disagree with that. I have to tell that Virgin Express is more expensive in airport taxes than many other companys. This is because VEX asks for a extended security tax + extra fuel surgarge. This is not the case for many other companys. I truly believe these extra taxes are just going into the pocket of Virgin. Really the extended security tax is stupid. What is the extra security that VEX get that other companys don't get. Well, nothing extra. The security is the same for all the companys. There is not an extra person of securair standing at virgin planes like is the case of BA and British Midland and other companys. Virgin just has no extra security, so i truly believe the tax is a fraud.cherdt wrote:
And as for the tickets....they are cheap! ! ! Keep in mind that you should compare the bare ticket price only and NOT the added airport taxes....
Having families in Alicante I often check the price for a flight to ALC, VLC and now MJV.
I completely agree with waldova when he say that Virgin is expensive.
Firstly because they charged some tax that are extremely high (security, fuel surcgarge)/
Secondely, their fare are also expensive. Even if you book your flight well in advance, you are often stuck with a fare above 75 eur, wich for a low cost carrier is a lot. I can also say that the number of seats per flight avaible at their lower fare is particularely low.
About their services, I cannot comment their staff because I don't have enough experience to see all their staff, but I also agree about the point make about their planes. Even if they are sure, they are extremely old and not confortable at all. The legroom is particularly low.
All this make my choice between VY and TV for a flight to VLC for example very easy. Even if the prices are the same, I will go for Vueling because of their higher standard. I must admit that I feel some guilty when doing so because I would prefer to support a belgium compagny.
I am not critise at all here the staff of TV but rather the managment team. For my point of vue they should have more ambitious plan for this airline and its future. They should also transform this airlines into a full low cost airlines wich is not at the moment the case if we see their prices or their network of booking for example.
I also put into doubt their choice of MJV as a new destination. Why vex didn't chose ALC instead. This destination has a lot more potential in a touritical point of vue at it is near the Benidorm areas. But also have a potential of a kind of 'buisiness' traveller. There is in ALC an European agency (OHAMI) and a European school wich demand connection to the European Capital, Brussels. I know that ALC is very busy in summer and is quite saturated, but howcome new lowcost carrier coming from Germany and mostly from the UK suceed to open new route to ALC after TV to MJV. But that is another story, and I am quite far away from being totally neutral in this point as I am strongly wiling a BRU ALC direct connection for personal reasons.
Bye,
I completely agree with waldova when he say that Virgin is expensive.
Firstly because they charged some tax that are extremely high (security, fuel surcgarge)/
Secondely, their fare are also expensive. Even if you book your flight well in advance, you are often stuck with a fare above 75 eur, wich for a low cost carrier is a lot. I can also say that the number of seats per flight avaible at their lower fare is particularely low.
About their services, I cannot comment their staff because I don't have enough experience to see all their staff, but I also agree about the point make about their planes. Even if they are sure, they are extremely old and not confortable at all. The legroom is particularly low.
All this make my choice between VY and TV for a flight to VLC for example very easy. Even if the prices are the same, I will go for Vueling because of their higher standard. I must admit that I feel some guilty when doing so because I would prefer to support a belgium compagny.
I am not critise at all here the staff of TV but rather the managment team. For my point of vue they should have more ambitious plan for this airline and its future. They should also transform this airlines into a full low cost airlines wich is not at the moment the case if we see their prices or their network of booking for example.
I also put into doubt their choice of MJV as a new destination. Why vex didn't chose ALC instead. This destination has a lot more potential in a touritical point of vue at it is near the Benidorm areas. But also have a potential of a kind of 'buisiness' traveller. There is in ALC an European agency (OHAMI) and a European school wich demand connection to the European Capital, Brussels. I know that ALC is very busy in summer and is quite saturated, but howcome new lowcost carrier coming from Germany and mostly from the UK suceed to open new route to ALC after TV to MJV. But that is another story, and I am quite far away from being totally neutral in this point as I am strongly wiling a BRU ALC direct connection for personal reasons.
Bye,
vueling wrote:... they are extremely old and not confortable at all...
http://www.virginexpress.com/corporate/ ... fleet.html
Manufacturing date
1989 -> 1999
Well, the fleet ages are as follows for low cost carriers:wImPiE-D wrote: http://www.virginexpress.com/corporate/ ... fleet.html
Manufacturing date
1989 -> 1999
- Virgin : 10.8 years
- Vueling : 1.5 years
- Ryanair: 5.2 years
- Air Berlin: 5.5 years
- Easyjet England: 3.8 years
- Easyjet Switzerland:1.1 years
- Germanwings: 8.8 years
- JET2 : 18.3 years
- Helvetic : 11.2 years
When comparing all of this you can say that Virgin Express has old planes compared to other low cost carriers.
But what makes people think the virgin planes are old is the interior. The interior is totally used. It looks like it is so old. I really think they should at least change the interior to make the planes look fresher again.
And I also have to agree with 'vueling' that Virgin should have better opened a link Brussels - Alicante and not Alicante South!
Yes, I also agree to Waldova about the interior of the planes.
I remember last year I had a flight with TV, I was seated near the emergency exit. There was some adhesive tape on the emergency door to block something.
Even if this fact had no security implication it does not give a good image to the compagny.
Most passengers judge the state of the plane by its interior (even if it is not relevant).
I remember last year I had a flight with TV, I was seated near the emergency exit. There was some adhesive tape on the emergency door to block something.
Even if this fact had no security implication it does not give a good image to the compagny.
Most passengers judge the state of the plane by its interior (even if it is not relevant).
I flew Brussels-Malaga and back two weeks ago with TV, and I can assure you that the queue-system works perfectly and is certainly a very good solution to the more classical "one queue in front of one check-in counter".
I might be frigthening to see the long snake-queue when you arrive, but at least this snake-queue proceeds rather quickly.
The biggest advantage : not one passenger is "the victim" of being held up in a classic queue when for one reason or another the check-in of another passenger takes a long time.
Also, some check-in agents work a little bit quicker than others, which has an effect on "individual" queues. In a snake-system, everybody has to wait the same amount of time, and each passenger is directed to the first available check-in counter, without having to wait for another passenger in front of him.
Nothing is so frustrating as being in the "wrong" queue, and seeing the queues next to you moving faster than yours.
A snake system is the most perfect way to check-in : exactly the sae waiting time for the passenger, irrespective of the queue you are in.
Keep it like that, Virgin Express; other companies should have to do the same thing...
I might be frigthening to see the long snake-queue when you arrive, but at least this snake-queue proceeds rather quickly.
The biggest advantage : not one passenger is "the victim" of being held up in a classic queue when for one reason or another the check-in of another passenger takes a long time.
Also, some check-in agents work a little bit quicker than others, which has an effect on "individual" queues. In a snake-system, everybody has to wait the same amount of time, and each passenger is directed to the first available check-in counter, without having to wait for another passenger in front of him.
Nothing is so frustrating as being in the "wrong" queue, and seeing the queues next to you moving faster than yours.
A snake system is the most perfect way to check-in : exactly the sae waiting time for the passenger, irrespective of the queue you are in.
Keep it like that, Virgin Express; other companies should have to do the same thing...
I received a mail back from Virgin Express ( sorry it's in Dutch written)
The only thing to satisfy my is to be friendly that's the only thing I ask
@ Toxique sad I hadn't you for check in maybe next time.Geachte heer Schamp,
Wij hebben uw schrijven van 02 mei laatstleden in goede orde ontvangen en verontschuldigen ons voor het laattijdige antwoord.
Het spijt ons ten zeerste te lezen dat u telerugesteld bent met de service van ons personeel.
Graag willen wij u verzekeren dat van het Virgin Express personeel verwacht wordt dat zij vriendelijk, beleefd, behulpzaam en professioneel handelen. We hebben uw feedback dan ook doorgegeven aan onze departements hoofden voor opvolging en we willen u daarnaast bevestigen dat uw ervaring uitzonderlijk is.
We stellen het ten zeerste op prijs dat u zich de moeite heeft getroost om ons uw bevindingen mee te delen. We hechten veel belang aan de opmerkingen die onze klanten ons overmaken. Dankzij uw informatie kunnen we permanent de kwaliteit van ons produkt, alsook onze service controleren en waar nodig verbeteren.
Gelieve onze excuses te aanvaarden voor het onvriendelijke gedrag van onze medewerkers. Wij verzekeren U dat Uw ervaring niet representatief is voor onze normale standaards van service en hopen U bij gelegenheid weer op één van onze vluchten te mogen ontmoeten.
Chantal Vancanneyt
Customer Relations
The only thing to satisfy my is to be friendly that's the only thing I ask
Best regards,
Airbuske
Airbuske
-
Ozzie1969
- Posts: 752
- Joined: 03 Sep 2004, 00:00
- Location: Brugge, Flanders + Annan, Scotland + Ormoc,Philippines
- Contact:
Yes, and many others, no doubt, but I was just reporting my most recent experience with this system.sn26567 wrote:Closer to us, BA/SN at Manchester, LH at Frankfurt, etc.Ozzie1969 wrote:The snake system is used by plenty of other companies in plenty of other airports, you know. About 3 weeks ago, I experienced this same system as used by Cathay Pacific in Cebu Airport.
First time (as far as I can recall) I saw this system being used was by Qantas at Perth airport.
