Good airline when everything is normal... (Virgin Atlantic)

Member Name: zOOm

Product:	Virgin Atlantic
Date:	31/03/01 (150 review reads)
Rating:

Advantages: Good value, good service...

Disadvantages: Can't seem to manage any emergency situation...

OK, I flew with Virgin Atlantic to Boston in January 2000 and the journey was pleasant enough. The service was good (although not as good as Singapore Airlines for example), I flew economy class.

The food was good and there were little TV screens for each passenger. They had a movie system with lots of channels and you could choose whichever movie you wanted to watch. The food was also good and they gave a pack that not only included the usual toothbrush/paste, pen, notebook, etc. but also cards that showed you how to use Virgin services to make cheap phone calls, etc.

That's all nice and fine.... Fast forward to January 2001 and 3 people I know are enjoying a holiday in Miami and returning on a Virgin Atlantic flight to London Heathrow. About 1 hour after take off the pilot announces that one of the engines is not working and that they will return to land at New York. That's not as bad as it sounds, becuase there are 4 engines on a 747 and it is capable of flying with only 1.

So, two hours of circling the air while dumping fuel (standard practice before an emergency landing) with some hysterical passengers crying, they land at New York with all emergency services on high alert. That is also normal service, but then...

No support from Virgin staff at all. Get put into a waiting room, no free phonecalls to your family/friends to let them know you are OK and that you'll be late. No support for emotional distress, nothing!!!

They eventually get onto another Virgin flight and arrive in Gatwick (!) 6 hours after they were supposed to land!!! This wouldn't be so bad if they had called their families, but no.

So, it seems Virgin manages everything well when things are going normal but I was very disappointed to hear this story!!!

Summary: