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Virgin Upper Class Safety Demo Protocol?  
User currently offlinesankaps From United States of America, joined Jan 2008, 2255 posts, RR: 2
Posted (3 years 4 months 1 week 1 day 3 hours ago) and read 3010 times:

My father-in-law (a very experienced flyer) just flew in from DEL to LHR in Upper Class (on an A340-300). The PTV (video screen) in his seat was not working. He notified the cabin crew when the safety demo was about to be screened, and was told they would fix it after take-off. He asked what about the safety demo, and they just repeated it would be fixed after takeoff, brushing off his concerns. Note that in Virgin's "herringbone" layout, the safety video is only viewable on the PTVs.

Of course after takeoff it remained inoperative, depsite 2 attempts to reset the screen. The lead FA finally gave up saying "it shows on our computer that it should be working". So no IFE for him the whole flight either. The cabin was full, so no option of switching seats.

Needless to say, he was not impressed. His wife was travelling with him, and her IFE worked fine (he helped her figure out how to use it), so it was clearly not a case of not him knowing how to switch it on. What he was most puzzled about was the total lack of concern on part of the crew about him not being able to view the safety demo. The irony is that while most pax ignore it, he is one pax who insists on paying attention!

Comments / suggestions? Is this worth his writing in to Virgin about?

12 replies: All unread, jump to last
 
User currently offlineRichard28 From United Kingdom, joined Aug 2003, 1619 posts, RR: 6
Reply 1, posted (3 years 4 months 1 week 1 day 3 hours ago) and read 2933 times:

last time I had inoperative IFE in Upper Class, I was offered miles or a free bottle from he duty free as an apology, all sorted out on board to satisfaction of all concerned.

Strange that this was not done in this instance....


User currently offlinevgnatl747 From United States of America, joined Apr 2001, 1513 posts, RR: 2
Reply 2, posted (3 years 4 months 1 week 1 day 3 hours ago) and read 2902 times:

It sounds like the crew he spoke with didn't connect the dots that he was inquiring specifically about the safety video. While they are required to show a safety video, I'm not sure what the regulation says about this scenario where a passenger isn't able to view the video due to a failure of the IFE technology.

I'm not saying there's a clear violation here, but it is probably worth writing to VS about, if for nothing other than to get some miles or a free bottle of bubbly as Richard mentioned.



Work Hard. Fly Right. Continental Airlines
User currently offlinesankaps From United States of America, joined Jan 2008, 2255 posts, RR: 2
Reply 3, posted (3 years 4 months 1 week 1 day 3 hours ago) and read 2864 times:

Quoting vgnatl747 (Reply 2):
It sounds like the crew he spoke with didn't connect the dots that he was inquiring specifically about the safety video.

Possible. Incidentally, ee speaks perfect English and was in fact a bit annoyed when the first crew member brushed off his concern, and then sent another crew member to explain to him in Hindi that the IFE would be fixed only after take-off. When he repeated his concern about the safety video, the second guy (who appeared to be very junior) had nothing to say, just said "wait till after take-off".

Will suggest to him to write in to Virgin about it.


User currently offlineGT4EZY From United Kingdom, joined Dec 2007, 1784 posts, RR: 3
Reply 4, posted (3 years 4 months 1 week 1 day 3 hours ago) and read 2824 times:

It looks like it wasn't handled very well by the crew. However, instead of giving subtle pointers regarding the demo, why didn't he just say "look, I want/need to watch the demo before take off". Surely no crew would disregard this request? I'm not trying to take anything away from your father-in-law's experience because he shouldn't really have to hammer home the importance of the safety demo but an explicit request may have got him a desired result.


Proud to fly from Manchester!
User currently offlinesankaps From United States of America, joined Jan 2008, 2255 posts, RR: 2
Reply 5, posted (3 years 4 months 1 week 1 day 3 hours ago) and read 2816 times:

Quoting GT4EZY (Reply 4):
However, instead of giving subtle pointers regarding the demo, why didn't he just say "look, I want/need to watch the demo before take off".

He says he was quite clear, in fact stating "will the safety demo be re-screened after take-off then?", to which he was told "No, it won't".

He got the feeling the crew didn't act on his comments as there was no spare seat and they were already taxying. So best to brush his concern under the carpet perhaps.


User currently offlinesmi0006 From Australia, joined Jan 2008, 1533 posts, RR: 0
Reply 6, posted (3 years 4 months 1 week 1 day 2 hours ago) and read 2759 times:

I am curious though, with regard to a herringbone layouts in general if there is a total IFE failure and the crew are required to do a manual demonstration, can the passengers see them over the partitions anyway? Perhaps the fact that the passengers can't see the crew if there is an IFE failure has been taken into account and under UK regs audio is enough? What about economy passengers with PTVs in the arm rest in bulkhead and exit rows? Does VS have screens on the bulkheads or ceilings?

Some airlines and countries have different regulations at QF crew must always do a demonstration in addition to the video on the PTVS and audio playing in the cabin for those passengers who are seated in exit rows and bulkheads who have their PTVs stowed for taxi, takeoff and landing. Sounds like under UK and VS regs audio is enough, I wouldn't worry to much about this.

Perhaps if the gentlemen in question had any specific questions he should have asked the crew (exit locations, operating equipment, brace position) directly rather then asking them to show the demo again only for him??


User currently offlineRichard28 From United Kingdom, joined Aug 2003, 1619 posts, RR: 6
Reply 7, posted (3 years 4 months 1 week 12 hours ago) and read 2293 times:

Quoting smi0006 (Reply 6):
crew are required to do a manual demonstration, can the passengers see them over the partitions anyway?

Yes you can. Have had manual safety demo's in upper class, and you can see just fine.

Quoting smi0006 (Reply 6):
What about economy passengers with PTVs in the arm rest in bulkhead and exit rows?

The cabin crew ensure that these seats have their videos screens extended from the arm rests for the safety demo, then retracted before take off.

Quoting smi0006 (Reply 6):

Perhaps if the gentlemen in question had any specific questions he should have asked the crew (exit locations, operating equipment, brace position) directly rather then asking them to show the demo again only for him??

  


User currently offlinesankaps From United States of America, joined Jan 2008, 2255 posts, RR: 2
Reply 8, posted (3 years 4 months 1 week 8 hours ago) and read 2138 times:

Quoting smi0006 (Reply 6):
Perhaps if the gentlemen in question had any specific questions he should have asked the crew (exit locations, operating equipment, brace position) directly rather then asking them to show the demo again only for him??

I think the gentleman in question did the best he could, which is to inform the crew -- twice -- that his PTV is not working therefore he is unable to see the safety video. At this point the crew should have, I believe, given him a manual demo or briefed him on the essentials. Instead they chose to ignore the problem.

His comment "will they show the video again after take-off" was made to point out the illogical response "we will fix the PTV after take-off". All-in-all, I think pretty poorly handled by the crew, who always remind passengers that there are there "primarily for safety".


User currently offlinehamad From United Arab Emirates, joined Apr 2000, 1160 posts, RR: 7
Reply 9, posted (3 years 4 months 1 week 8 hours ago) and read 2079 times:

Quoting smi0006 (Reply 6):
Perhaps if the gentlemen in question had any specific questions he should have asked the crew (exit locations, operating equipment, brace position) directly rather then asking them to show the demo again only for him??

well or at least the crew should briefed him individually pointing that his mask will fall from above, seat belt and nearest exit as well as life jacket.. or pointed to the safety card!!



PHX - i miss spotting
User currently offlineanstar From United Kingdom, joined Nov 2003, 5240 posts, RR: 6
Reply 10, posted (3 years 4 months 1 week 4 hours ago) and read 1908 times:

Quoting sankaps (Thread starter):
Comments / suggestions? Is this worth his writing in to Virgin about?

Defiantely. If he cant see the screen of someone else - then he would need to be given a personal chat about the safety procedures on board thiat aircraft type. Definately worht writing in about as Virgin would be very interested to know which cabin crew members are not following company protocol when it comes to safety,


User currently offline1stfl94 From United Kingdom, joined May 2006, 1455 posts, RR: 0
Reply 11, posted (3 years 4 months 6 days 19 hours ago) and read 1728 times:

Maybe the cabin crew thought that just having the safety video over the loudspeakers would be enough, it would still explain everything.

Also if the aircraft was getting close to takeoff the crew probably didn't have time to sort out of the IFE or do a second demonstration.


User currently offlinesankaps From United States of America, joined Jan 2008, 2255 posts, RR: 2
Reply 12, posted (3 years 4 months 6 days 4 hours ago) and read 1518 times:

Quoting 1stfl94 (Reply 11):
Maybe the cabin crew thought that just having the safety video over the loudspeakers would be enough, it would still explain everything.

Do the safety regulations allow the briefing to be only audio and not visual?


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