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Take note: this is a great example of how customer service should be handled. 1) Explain what went wrong and why 2) Explain the countermeasures and how long i

Take note: this is a great example of how customer service should be handled. 1) Explain what went wrong and why 2) Explain the countermeasures and how long it will take (obviously, they didn't meet their goal -- in that case, a note explaining why more time is needed) 3) Increase support staff, especially if there is an influx of callers because of the problems 4) Offer your customers something of value as an apology 5) Bonus: CEO makes himself available to small-time reporters. I think this step alone shows incredible goodwill. The first post on this thread starts with "As a technologist my sympathy goes out to Virgin." I can't imagine the same response if the company was not so open through the entire process (Delta comes to mind).

silencio 15y ago
Re: point number 3 I especially love how their support is actually fixing problems. When I had a lot of trouble booking my flight and idly complained on Twitter in the middle of the night, I had a response within hours and eventually after a couple emails got to the point where I was on the phone with someone who called, at a time convenient for me, to book my flight for practically free for the inconvenience I had dealt with with exactly the flight and seats I wanted. The reason I try not to fly with any non-Virgin America airline is because I don't believe that any traditional airline would have listened on Twitter and then called me at my leisure to fix their problem and book a $300 flight for chump change in taxes and frequent flier points in order to book the flight for me. I don't know if I'm just getting the special treatment for someone that has flown over 2x roundtrips a month with Virgin, but I've gotten this kind of amazing treatment from them and their Twitter team when I only flew a couple times a year too. Despite the ups and downs, I couldn't be happier.

silencio 15y ago

Re: point number 3 I especially love how their support is actually fixing problems. When I had a lot of trouble booking my flight and idly complained on Twitter in the middle of the night, I had a response within hours and eventually after a couple emails got to the point where I was on the phone with someone who called, at a time convenient for me, to book my flight for practically free for the inconvenience I had dealt with with exactly the flight and seats I wanted. The reason I try not to fly with any non-Virgin America airline is because I don't believe that any traditional airline would have listened on Twitter and then called me at my leisure to fix their problem and book a $300 flight for chump change in taxes and frequent flier points in order to book the flight for me. I don't know if I'm just getting the special treatment for someone that has flown over 2x roundtrips a month with Virgin, but I've gotten this kind of amazing treatment from them and their Twitter team when I only flew a couple times a year too. Despite the ups and downs, I couldn't be happier.