Virgin America launched its first flight last week - August 8th. The day began with delays in New York City causing the inaugural flight to be grounded until the weather passed. Once the skies cleared up, Virgin America finally began to fly.The following day I hopped aboard a short-hop Virgin America flight from SFO-Los Angeles to marinate myself in all the fancy shmancy features the airline has been hyping itself with.
At the Airport:VX flies out of the International Terminal at SFO. Two thumbs up to begin with!
The international terminal is spacious, clean and fun; unlike traditional domestic terminals where passengers are packed into gates likes herds of cattle, the international terminal at SFO with its high ceilings, dimmed lighting, and massive walkways allow travelers more space and freedom.
Inside the terminal looking out, giant planes representing countries from Europe and Asia prepare load the masses. Flying out of this terminal invokes an excitement, a thrill that you are about to embark on a great journey somewhere soon. Virgin America flying out of this terminal seemed appropriate.
On the Plane:
Stepping aboard the plane it immediately feels unlike any other domestic plane. The cool & hip interior lighting gives way to brand new leather seats throughout the cabin and in-seat personal entertainment systems. Passengers can watch live TV, listen to music, play games or purchase movies. You can also order food and drinks from your seat. Order your favorite drink(s) and then press the "checkout" button and the order in theory will be delivered to you. It's a neat little service, in particular when snacks and foods are offered on long-haul
flights. There are some kinks to be worked out and some educating passengers on how to get drinks on a flight. For example, if you wait for the trolley and flight attendant to come by, you may go thirsty.
Overall Thoughts and Experience:
Virgin America has been successful in presenting a fresh and sexy image of their airliner. From check in, through the air, and back on the ground, Virgin America proved it is trying to make a difference in U.S. air travel. But, after much hype and publicity, it is now time for the company to really step up and make good on their promise of creating this new type of airline.Although staff throughout the airports and on board were (super) friendly, a few lacked the ability to answer specific questions about the airlines frequent flyer program or on airline policy. Also, my outbound flight (and the return) were delayed, and incorrect information was initially dispatched to waiting passengers about the cause for delays. Virgin America must take ownership of delays and not fallback on second-class customer service seemingly comfortable with other mainline carriers.
The on-board entertainment system had a few problems, mostly with the satellite TV - to be expected sometimes. But every time the flight attendants made announcements, the games feature on the entertainment system kept resetting which meant players had to start from the beginning. 2 of the screens would later lock up entirely. The handheld remote failed to work in one of the seats as well.
I'm excited for Virgin America and hope to see announcements for new routes in the coming months. Before this however, I'd like to see the company properly train front-line staff and work out some of the initial problems encountered during their 1st week in operation.