Originally published on businesstraveller.com 23/07/2012   RSS

CHECK-IN Normally, Virgin Atlantic Upper Class passengers in J, D, I and C booking classes can request a free chauffeur transfer to or from a destination within a 120km radius of the airport, providing it is reserved at least 12 hours before departure. However, this service is not available in Cancun yet, and as I was part of a media contingent flying to the resort on the official launch on July 7 (click here to read our news story), the option was not offered to me.

Instead, I arrived at London Gatwick by train from London Bridge, an easy 30-minute journey bringing me to the South Terminal at 0640, with plenty of time until my flight at 1015. I walked to Zone A to drop my bag off (there were four desks open for Cancun), and was issued with a boarding pass. There was no queue, so was processed quickly and soon heading upstairs to the Premium Gatwick fast-track channel. This was also free of other travellers, so I was through security with the minimum of fuss and at the lounge by 0650.

THE LOUNGE I was given an extremely friendly welcome at the Virgin Clubhouse (just around the corner from security, on the upper level of airside departures) by staff who were visibly excited about the launch of the new route. Some were even wearing fake moustaches and sombreros. I was asked if I had visited the lounge before, which I had, and advised to book a treatment in the Cowshed spa sooner rather than later (if I wanted one), as it was going to get extremely busy.

I took her advice and put my name down for a 15-minute complimentary back and shoulder massage at 0745, and then took a seat by the floor-to-ceiling windows over-looking the aircraft stands and ordered a coffee, fresh orange juice and eggs Florentine. The dish arrived within about five minutes, and was cooked exactly as I ordered it. There were numerous other options (all without a fee) including an English breakfast, cocktails, champagne and Mexican canapés that were being brought around on trays.

After reading a paper and helping myself to a couple of magazines, of which there were a good choice, including Business Traveller, Conde Nast Traveller, The Economist and Delayed Gratification, I went for my treatment. Conveniently, I didn’t need to remove any clothing apart from my jacket and necklace, and massages are given on chairs so you don’t get too relaxed and miss your flight.

BOARDING Staff informed me that boarding was in progress at 0930, so I gathered up my hand-luggage and made my way to the gate. I arrived at 0945 and was ushered straight on board via an airbridge, turning left to my seat – 21A – by the window. Another charming member of crew promptly offered me a glass of Lanson Black Label champagne, water or orange juice, and hung my jacket.

There was a definite buzz in the air, as bartenders in fancy dress hurried to fetch bags of ice and limes in preparations for the “party flight” to Mexico. Newspapers were handed out, and amenities in black cotton shoe bags placed on the seats – they included socks, an eye mask, toothbrush and paste, but no moisturizer or lip balm, disappointingly. Menu cards and bottled water were also provided.

THE SEAT Virgin is only rolling out its new Upper Class product on its new A330s (for a review, click here) and B787s, when it takes delivery of them in late 2014, so I was travelling on the old version, which was a little chipped around the edges and grimy in the corners (if you looked closely). The seat folds down into a fully flat bed that joins with an ottoman footrest at the far end. It is upholstered in dark purple leather and has large padded seatbelts.

The product, which was configured 1-2-1 in my section of the cabin, felt private as each seat has a shell surround. A large, solid table slid out of the left-hand panel of the seat, and the IFE screen popped out of the side on an arm that could be angled to an appropriate distance. A white cotton sheet, duvet and pillow were placed in a space behind. Although the remote control for the IFE wasn’t working properly, I managed to select the films I wanted to see and, overall, found the seat to be very comfortable.

WHICH SEAT TO CHOOSE? I was happy enough with my window seat in row 21 but didn’t really like the view into the galley. Ideally, I would have chosen a seat in the front cabin as it is configured 1-1 so everyone has direct aisle access, a view out of the window, and a real feeling of privacy and space. The upper deck seats are also a good bet, for the same reasons. Avoid seats in rows 23-25 at all costs, as they are near the bar so you are likely to suffer some disturbance.

THE FLIGHT There was a safety demonstration at 1020, and ten minutes later the jumbo pushed back. The flight time was estimated to be nine hours with good weather conditions en route. Once at cruising altitude at 1100, the crew got everyone to do a Mexican wave (twice) down the plane for a film crew that was on board, and there was then a personal welcome by Virgin Atlantic CEO Steve Ridgway, who was also on the flight.

The in-flight entertainment system was turned on at 1120, customs and immigration forms handed out, and orders for drinks/lunch taken.

The starters were:

Roasted tomato and basil soup with pesto (v)

Smoked salmon with pickled cucumber, caper and tarragon mayonnaise

The mains were:

Grilled fillet of beef with braised peas, pearl onions, tarragon and fresh cream with crushed new potatoes

Thai chicken curry with mushrooms and jasmine rice

English pea and mint tortellini with balsamic dressing, Italian hard cheese and fresh rocket (v)

I opted for the two vegetarian options, which were delicious and attractively presented. There was also a choice of warm bread rolls. The desserts were of apricot and raspberry tart, and warm chocolate and salted caramel pudding, but I declined these as was too full. A tempting cheese trolley displayed Red Leicester, Shropshire Blue and Cornish Brie served with assorted crackers and red onion chutney, and I looked enviously at those managing to fit this in.

A “sommelier” with a black leather holster carrying several bottles of wine came around during the meal, and I opted for a glass of the 2011 Chilean chardonnay Clava, Quintay. Other options were a 2010 Albarino Celenae, Lagar de Condesa from Spain, a 2009 Incredible Red Zinfandel, Peachy Canyon, from the US, and a French pinot noir, Domaine de Coudoulet, 2011.

After eating, I went to the bar for a drink. It was extremely busy and staff were rushing back and forth from the galley with freshly squeezed lemon and lime juice for margaritas, ice, champagne and so forth. As a consequence it took a good 15 minutes to get served, but given the constraints they were working under I thought they did very well. I later found out that the plane had been drunk dry – and that included 18 bottles of tequila. A thirsty bunch.

At about 1830, afternoon tea was served. By this point I was back in my seat watching a film. I opted for some sandwiches (there was a choice of slightly stale brie and grape, tuna and sweetcorn, and tuna and cucumber) but turned down the cakes. They were served on round, three-tiered plastic trays that seemed a bit unnecessary – a simple plate would have been fine, and easier for the crew to deal with.

ARRIVAL The plane started its descent at 1930, with the seatbelt signs coming on at the same time, and landed in Cancun at 2010 (1410 local time). There was a 15-minute delay before business passengers were able to disembark via an airbridge as ground staff were preparing for Richard Branson to do a photo call. As the rest of the passengers got off behind me, I joined the rest of the journalists on the tarmac for the Virgin boss’s wing walk publicity stunt, before the heading back inside to go through fast-track immigration at 1515.

When I got to baggage reclaim just beyond, everyone was still waiting for their luggage to come out. It finally arrived at about 1540 and before leaving the airport everyone had to pass through a final security check, pressing a button that illuminated a light either red or green after going through the metal detector to determine whether their baggage would need a random search. The light shone green for me so I was allowed straight through.

VERDICT This was not a normal flight and in light of this I have to commend the crew on their outstanding service, smiles and good humour despite a very busy, raucous service. The bartenders did especially well. Two minor complaints were that my IFE system was not working properly and the afternoon tea wasn’t up to much, but on the whole I enjoyed the food, both on board and at the excellent Clubhouse lounge before departure. I am sure Virgin will do a good job of catering to those travelling this new route. 

FACT FILE:

CONFIGURATION 1-2-1/1-1

SEAT WIDTH 22in/56cm

SEAT LENGTH 79.5in/202cm

SEAT RECLINE 180 degrees

PRICE Internet rates for a return midweek Upper Class flight in August ranged between £2,929 and £5,678 depending on flexibility.

CONTACT virgin-atlantic.com

Jenny Southan