Complaint gets personal touch from Branson
Usually when you make a complaint to an airline or holiday operator you expect the usual brush off or a derisory compensation offer. But a Virgin Atlantic customer who complained recently received a call from the Virgin boss Richard Branson.
Having experienced a poor flight from Mumbai to London at the end of last year the passenger sent an e-mail including a picture of the food provided (described as a couple of sponges in a bowl) commenting:
“Look at this Richard. Just look at it. I imagine the same questions are racing through your brilliant mind as were racing through mine… what is this, why have I been given it, what have I done to deserve this, and which is the starter and which one is the desert?”
Virgin confirmed that Sir Richard phoned the passenger to thank him for ‘constructive, if tongue-in-cheek’ e-mail. However, there was no confirmation about whether the customer received anything inthe way of compensation for his experience.
It is good to know that Virgin are taking issues seriously and hopefully not just using it as a publicity stunt. Have you add any success from complaints to an airline or holiday operator – how have you approached it, what makes a successful complaint?