
What It Is: Virgin America, the latest (and greatest) low-cost, low-hassle air carrier in the United States. It's an American corporation, though of course it shares its branding and company attitude with Virgin Atlantic.
The Experience: It's hard not to feel like Virgin America is all-but-explicitly trying to be Austin Powers Airline. Just like the movies, despite our better judgment, it works and it's downright entertaining.
The fundamentals from a business standpoint are a lot like JetBlue or even Southwest Airlines. You don't have to buy tickets a million years in advance, the website is really good at helping you do things like picking seats, and the attitude of the marketing, staff, and overall experience is friendly and fun.
I generally fly on major carriers -- one of the things that's really distinguished old-school airlines like United (which I usually fly) from the upstarts is that loyalty is rewarded. Frequent flier programs are kind of half-assed, even at an otherwise-great airline like JetBlue. Perhaps as a result, the low-cost carriers are also usually full of what I call "amateurs" -- families travelling on vacation, or those insufferable people who stumble through airports looking as if they've never heard of air travel before. For those of us who fly a lot, having amateurs in the way when you're trying to get to a meeting or an event is one of the worst things about flying.
Unlike JetBlue, Virgin is launching with a frequent-flier program from day one. It's not clear whether it'll be a substantial perk on top of their experience, but it's definitely worth watching.

Virgin makes up for any overentitled frequent-flier concerns. The planes are fancy as hell -- snazzy, fancy, brand-new Airbus 320s. These are the same planes that JetBlue flies, but apparently the state of the art at Airbus has advanced a good bit in the past few years. Every seat is covered in leather. The planes are noticeably quieter than the notoriously loud cabin-noise standard set by other A320s. The interior lights on the VA planes are also, rather famously, a pink-purple color. I'm a Prince fan -- this is exactly the sort of over-the-top ridiculousness I appreciate.
And Virgin is rather explicitly going for the geek audience. The touch-screen in flight entertainment screens at each seat, which VA calls "Red", are really well executed. The navigation for the system is pretty good, if a bit sluggish, but you can use it to watch first-run movies (for a fee) or student movies (which they should pay you to watch) or a bunch of the most popular cable networks. There's a really extensive library of songs that you can make playlists from, and the collections of songs for each of the artists seem to actually be curated by someone with some taste. I listen to mostly pop, rock, soul, and hip hop, and I could probably get the whole way across the country without having to take out my iPod.
How geeky is VA? They not only invited bloggers on their inaugural flight, the in-flight TV lists BoingBoing.tv as a premium video option. Gotta give them points for that.
The touchscreen perks don't stop there. VA's US CEO is Fred Reid, the same guy who launched Song at Delta. Song was perhaps best described as "JetGreen", a major carrier's attempt to clone the success of JetBlue. Delta has kept the Song planes, and some even still have the Song livery, and the experience on those flights is terrific. I loved it for the great digital seatback system, complete with the ability to play a trivia game against your fellow passengers. (Fast Company did a great interview with Reid with more info, though Reid has since been required to step down as part of Virgin's certification with the Department of Transportation.)

VA doesn't miss a beat in bettering Song. Every armrest has a tethered double-sided handset. One side has a game pad and good (old-school Nintendo-style) controller buttons so you can play a bunch of simple arcade games for free, including Doom. The other side is, incredibly, a tiny little full QWERTY keyboard. That's so you can use the in-flight chat room to talk to your fellow passengers, and the menus promise you'll even be able to email, send SMS messages, and surf the web in the future. Kickass!
Every seat has a full, three-pronged power outlet. There's powered USB ports for charging devices that use that method. And then there's the best use of the digital technology onboard: You can order food and drinks whenever you want.
It's a tiny little thing, but choosing when and what you eat is such a great example of undoing the powerlessness that makes air travel so stressful. Not having control over when you can sit or stand, when you can listen to music or make a phone call, or even when you can go to the bathroom is one of the biggest causes for people flipping out when they're flying. Add to that the capricious nature of airport security, and the fact that many frequent fliers are business people used to being control freaks at work, and it's a wonder there isn't more air rage.
So, the simple fix: I can make a few taps on the screen in front of me and they bring me a cup of tea. Goddamn, that's civilized. VA has also hinted that they'll be adding to their menu (all food costs on Virgin) with some higher-end options that might run as much as $20, but won't be shitty airline food. I think the logic there is perfect -- I'll gladly pay a few extra bucks for something edible.
In short, Virgin executes perfectly on the classic low-cost carrier model that makes airlines like JetBlue so beloved, with even more in the way of personality and panache. The amenities make coach flights on VA feel like business class does on other airlines, and the promise of ongoing improvements means they might even extend their lead.
(Thanks to Alanna Spence for the photos.)
The Gotchas: Virgin America doesn't fly many places. I tend to bounce back and forth between New York and San Francisco, so that works fine for me, but it could be a big concern if you're elsewhere. Also, Virgin isn't the rock-bottom cheapest airline around, so if you're really price-sensitive, you can probably go to Kayak.com and find a better deal, especially if you know your travel plans well in advance.
What It Costs: Flights are surprisingly affordable -- a cross-country round-trip flight, purchased on short notice, was about $500. In flight meals are additional, and priced a little under $10.
Recommended If You Like: Song Airlines, shagging, Richard Branson, mood lighting, Mark Frauenfelder
This post is one of a series of unsolicited testimonials. Please view that introductory post for more background information.
I flew Virgin to Las Vegas, and even as someone that is used to flying business class to London every couple of weeks, I felt completely comfortable and at ease on Virgin. And of course, the pink-purple lighting is absolutely awesome. As is the mood music in the bathrooms. =)
I was talking to one of the stewardesses during a JFK-SFO flight, and the crew loves the a la carte ordering system to pieces. They hate the cart in the aisle, and are happy they only have to do the drink cart at the beginning of the flight.
I'd give a big thumbs down to the on-demand music. It took as long as the length of one song to find a song and queue it up in the playlist, I felt it was super-clunky.
But a massive thumbs up on the satellite programming being on the moment you sat in your seat, and available after landing. I cared less that reception was spotty, as I'd expect kinks to be worked out. But oh the joy of watching ESPN on the jetway...
If only I lived in a hub for Virgin. Crossing the states between BOS and SFO has gotten tiresome, even with status on both United and American. I like the "if you like..." reference to Frauenfelder, well played.
I'm planning to arrange travel out of JFK to the West Coast just to have the chance to fly Virgin.
Flew these guys over the weekend to LA. It was a great experience. Unfortunately, the screen had a lot of bugs (most of the TV channels weren't working, the other on-screen perks weren't working either). But the power outlet kept my laptop running, which was all the perk I needed.
On my first (and to date only) trip on VA, I upgraded to first class out of curiosity. It was a fine enough experience, but on the flight back, I saved the fifty bucks and flew with the regular folks. Other than a little extra space and the free movies, first class isn't that much better than coach.
I'll fly VA again. In fact, I'm taking the LAX to Wash DC in a few weeks but I'm sincerely hoping that the flights are on time on the next go-around. My flight from SF to LAX was delayed by three hours! They never really explained what the delay was about. Or if they did, they did it so quietly that I totally missed it.
Dear Anil,
Very interesting post. Too bad your rant about the "amateurs" spoiling your frequent-flying experience made you sound like a jerk. People are a nuisance, aren't they?
Phillippe, I may well have sounded like a jerk, but from my perspective it was just talking about the difference between people who use air travel as a business tool and those who are unfamiliar with its vagaries and are therefore pretty inefficient at it.
I'm not saying that someone who's never flown before is a bad person, or that they're stupid -- I'm just saying they do make the experience a lot more frustrating for those of us that have to do it for a living. I'm sure the same is true any time professionals and amateurs are participating in the same system.
beware: Virgin will pull a bait and switch on you under some conditions. i booked a flight from san francisco to las vegas, and chose an aisle seat. however, they ended up using a smaller plane for the actual flight, and so the seating got scrambled and ended up in the middle.
even worse, the smaller planes are not outfitted with in-flight entertainment! they gave me a free drink, and a coupon for a free drink on a future flight, but as it turned out, the flight was bumpy and drink service was suspended; we landed before i ever got my drink!
finally, on the return flight i got the promised plane, but, although they advertised the service, in-flight chat was not working. when i asked about it, the attendant said they must need to reboot, but it never came online.
(on a minor note, the satellite tv reception was terrible and unwatchable; luckily it was a short flight and i could pass the time with the word scramble game.)
overall i was very disappointed, especially after all the hype from sites like BB and this one.
I just flew the first of three flights in two months from NY to LA. On the return I flew first class which was excellent especially the seat and its semi-sleep feature. The leg room in coach isn't all that great and I could not seem to find the outlet, not that I needed it. I do agree there were bugs on the tv flight system. On the way there, it didn't work so they reset it. It was fine after that. On the return trip some of the channels were out. The mp3, video games, music videos, and menu ordering are excellent. I look forward to flying with them again, however probably in the emergency aisles for coach, and the first class ticket is worth it. Definitely on par with the other major carriers, but much cheaper.
My partner and I just flew Virgin America for the first time from SFO to JFK with a brief transfer at LAX. We arrived in NYC on January 5th, 2008 to find that our checked luggage had been opened and pieces of the contents of our bags were found randomly scattered on the baggage claim turnstile. The bags were not opened by security as there wasn't proper notification inside. A couple of items were missing, but we are not so concerned with the loss as we are with the lack of care and complete disregard for our private property. We have since spent an entire day's worth of time and energy on the phone with various VA representatives who have not been helpful in any way. We also could not find a single Virgin employee at the airport who could help us after we discovered that our bags were opened. If an employee is stealing items from passengers' bags, then why isn't Virgin America taking responsibility for this?! I can assure you that we will never fly Virgin America airline again. I have never had anything like this happen and it feels like a total violation. Please help to spread the word of Virgin America's horrible service and the worst customer assistance.