Clever Marketing Doesn't Offset Poor Execution

Sunday night I flew home from L.A. via Virgin America. I was really excited about flying First Class for the first time. They advertise plugs at every seat, including USB ports, massage chairs and many other amenities. Of course, none of the fun things matter if the plane never shows up.

I got to the airport about 7:30 for a 9:15 flight, zipped into the First Class line, where I stood cooling my heels for 10 minutes as they scurried around taking care of the coach passengers. While I found this frustrating (I've always envied the short, zippy first-class line while I stood in the coach line), I eventually learned that it was because our flight had been canceled. Virgin's so new, they're still waiting for all their planes to be outfitted.

That sound you hear? A ball being dropped from 30,000 feet. Stick around; it gets better.

So I wait around for nearly 45 minutes more for them to get back to us with a plan. They had NO plan. Meanwhile, they're working to shift the coach passengers to a later flight, routing through San Francisco. When they come back with a plan, they tell use they're working to get us on an 11:15 flight on United, flying business class. But first, they have to get clearance to write a check to United for the seats, since they don't have an inter-airline agreement to handle situations like this. They ask that we stick around the counter, since they don't know when they'll get that approval. Just as well, since any food options are on the other side of security, which you can't get past without a boarding pass. Luckily, I had part of a bag of almonds to eat for dinner.

Around 9:30, they go by with a check and get us those seats. Around 10:15, we've got boarding passes. I get to security and am stopped by one of the TSA workers. "You've been selected by the airline for additional screening." I look around and, though I know I haven't done anything wrong, feel the stares of dozens of people streaming past. I know the look because I've given it dozens of times since 9-11. When I finally get the go-ahead, I get to the one remaining restaurant as they're closing. I wolf down a salad and get to the plane just as they're boarding.

I slept badly, still stressed by standing around for two hours waiting to find out how I was going to get home. Ironically, the board never changed, still showing the 9:15 flight as "ON TIME".

When I went to their website to complain about the incident, it wouldn't accept my complaint without me setting up an account. Of course, it wouldn't let me set up an account because someone was already using that email address: me.

They need to get their shit together in a big way.