Dear Virgin Pacific Blue,
We were excited to be flying with your airline recently on a long awaited overseas holiday to Fiji. We were joined with some of our dearest friends making up a party of 4 adults and 4 children. The children were particilarly excited to be aboard the plane. Us adults were a little disappointed to be at the rear of the plane, but as this seemed to be the 'kid zone' with many other families we thought at least we were surrounded by other understanding parents.
The 5.5 hour flight to our destination included two offerings from the food and drinks trolley. We saw a fully loaded trolley make its way to the front of the plane and as our hunger grew we examined the menu and made our choices ahead of time. Tempting food smells actually filled the cabin and the kids started to sing out,"I'm hungry." Snacks from home kept them occupied as we waited and waited.
Finally when it was our turn to make our choices, we heard no a lot. No hot food left, no ham and cheese sandwiches, and no chocolate muffins in fact there was really only a choice between pot noodles or egg and lettuce sandwiches. Suddenly the snacks from home looked really good. We arrived safely at our destination thank you, albeit hungry.
Holiday fun over none of us were looking forward to the return flight home. We were all tired and sad to be leaving. With no snacks from home left and only an inadequate airport meal of hot chips in our children's tummies, we wondered what we would feed our children for dinner on the plane. Again we were seated at the rear of the plane in fact the very last rows of seats this time. But this did give me the opportunity to ask a very friendly and helpful looking steward exactly what the hot meal situation was for this flight. He informed me there were about 25 hot meals.
"That wont go far between 90 people" I said. "We missed out on our last flight, as we were near the back then too."
"What meals did you want? I'll keep them aside for you" He said.
"Thanks we would really like the pasta that would be great." and I thought that it is really worth asking for what you want in life. I also wondered what kind of airline would put all the kids in the back of the plane and then starve them?
While we waited for the trolley to make its way down the plane again my husband thought of a great idea for your business. In these hard economic times why don't you auction off the meals. You will make much more money that way. Or you could just provide enough meals for everyone or at least half the people on the plane. It just doesn't make any sense as to why you don't supply enough food for your passengers. We are a captive hungry paying market.
True to his word we were able to eat a hot pasta meal, however the plastic cutlery was in short supply so we had to share one fork between us. The stewards were embarrassed and we were all shocked by this oversight.
But sadly food isnt my only gripe. I would like to talk about water too. I was not permitted to take on board my large water bottle (purchased within the international departure lounge) as 200mls is the liquid limit for each passenger due to internnational security reasons. Of course I am not going to argue about security. But I just dont think it is ethical to charge passengers for drinking water. With about 10% humidity in areoplane air we all need to drink water to stop becoming dehydrated and the only drinking water available is $2.50 for a very small bottle. After spending $10 on water for one round for my family I just couldnt do it again. What a rip off.
I cant help but view water and for that matter food as a basic human need, I am very dissappointed it was your airline that brought me and my family back to longing for our basic human needs.
I have now vowed I will not fly with your airline again. It is hard enough travelling with children, but starving hungry children is simply miserable. I don't care if your flights are slightly cheaper. I need to think about my children - they do need to eat during a 5 hour period. (And remember how much you charge for water)
It would have been helpful at checkin if you had warned passengers of the lack of food on the flight.
Unfortunately a little girl on the flight had the pot noodles, she struggled without a fork and ended up spilling boiling water over her lap. Even the childless people at the front of the plane heard her screams.
We feel dissappointed and let down by your brand, which previously we stood by.
Yours faithfully and without prejudice,
from no Virgin.
"One
