On the Ground: Arrival at Heathrow Terminal 3 via the Heathrow Express was quick and efficient, and check-in at Virgin Atlantic’s Upper Class desk was expedited. I was directed through a private security lane and soon found myself in Virgin’s Clubhouse. I had arrived early to take advantage of the in-lounge Cowshed Spa services — several of which are complimentary, including a 15-minute seated back massage, a 15-minute facial and a selection of hair treatments using Bumble & Bumble products. The lounge also provides full shower facilities and spacious restrooms.
After the massage I enjoyed a late breakfast. The lounge offers an impressive buffet plus full table service from an extensive menu of cooked-to-order dishes. Although it was still morning, I admired the central bar and explored other areas of the lounge: a calm seating area surrounding a Japanese water wall; a den with a large television; a quiet viewing deck overlooking the runway; and the striking Grey Goose Loft Bar, accessed via a white marble stairway beneath a beautiful skylight.
Pre-Flight: From boarding onward, the cabin ambiance made me feel as if I were the only passenger onboard. Playful touches included an irreverent safety video, soothing multicolored mood lighting and a flight deck separation wall with subtle sparkles. The flight attendants were courteous and attentive without being intrusive; they genuinely seemed to enjoy being there. I was escorted to my seat, offered a choice of beverage and asked if I needed assistance with my carry-on. An amenity “snooze pack” was provided — at first glance a rough gray felt pouch, it was later identified as made from recycled plastic materials. It was the ideal size for an iPad and included the usual accessories plus a convenient shoe bag.
In-Flight: The Upper Class cabin features leather seats arranged so each suite is angled rather than facing straight ahead, allowing direct aisle access. A wide ottoman doubles as guest seating and storage. The personal television can be tilted for comfortable viewing and the seat adjusts to a variety of positions. The touchscreen entertainment system offers a broad selection, including notable short films from the National Film and Television School.
About an hour into the flight, lunch service began. I started with an English ham hock salad, followed by a barley and vegetable broth and a selection of warm breads. The menu offered four main courses; I chose the Thai green vegetable curry with jasmine rice and paired it with a French Viognier. For dessert there were choices of chocolate salted caramel pudding or a British strawberry and custard tart. After dessert a cheese trolley circulated accompanied by Ports and dessert wines. Alternatively, passengers could skip the full meal and graze from lighter options or help themselves to items in the cabin galley at any time. Approximately an hour and a half before landing a traditional afternoon high tea was served, featuring an assortment of fresh sandwiches, scones with clotted cream and strawberry jam, and a selection of elegant cakes and tarts.
After lunch I requested turndown service. A cabin attendant prepared the bed with soft linens, a fluffy duvet, a full-sized pillow and a notably thick mattress. I was offered a sleeping suit and slippers but declined. The bed flattened to 79.5 inches in length, ample for my 5-foot, 4-inch frame, and I slept for several hours, waking to the aroma of warm scones.
The Experience: Virgin Atlantic’s focus on attentive, consistent customer service was evident throughout both the pre-flight and in-flight portions of the journey. Even the weather was cooperative, delivering a mostly smooth crossing of the Atlantic.
GT CHECKLIST
- Less than 10 minutes for check-in
- Friendly and helpful agents
- Priority tagged baggage
- Airport lounge
- Complimentary in-lounge food
- Priority boarding
- Helpful and courteous flight attendants
- Pre-flight beverage service
- Pre-flight newspapers and magazines
- Extensive on-demand entertainment
- Amenity kits
- Slippers
- Lie-flat seat/bed
- Turn-down service
- In-flight menu with three entrée choices
- Top-shelf wines and liquors