A Virgin America (VA) flight that is - c'mon, get your mind out of the gutter! I've been a fan since the airline launched in 2007. Even though Sir Richard Branson doesn't officially run this company (shouldn't the FAA worry about more important things like outdated air traffic control systems), his genius constantly shines through. VA not only provides a hip flying environment (in a time when all the other airlines are more like hip replacements), but the company truly understands the importance of delivering an outstanding customer experience. If you've ever been on a delayed VA flight, you know what I mean. Rather than regressing to the level of DMVesque, bitchy and unaccommodating agents (like I've too often dealt with on other airlines), VA's ground crew leverages the weather or mechanical delay to set its brand apart. First, they provide continuous status updates, but more importantly, they do a surprisingly good job of passing the time with silly, yet entertaining games in the gate area. Even their safety video is entertaining (see below).Although I could write so much more to express my love of VA or man crush for Richard Branson, that is not the sole purpose of this posting. I recently had to miss a VA flight due to a nasty bout of food poisoning. I am not skilled enough to multitask while praising the porcelain altar (click here for 1,591 other vomiting synonyms), so I did not cancel the flight prior to departure. Two days later, after 10 gallons of Gatorade and 78 slices of white bread, The Vigilant Consumer was back. I crafted a letter (see below) toVA's Guest Care department, and going against all of their standard policies, they provided a credit for the missed flight - they didn't even charge a $75 change fee.
A small win likes this certainly requires a good letter in addition to an understanding customer service representative. When you find yourself in a similar pickle, use the following tips when writing your letter. It takes some extra effort, but it's worked several times in the past:- Rudeness is your enemy - if the they feel threatened or insulted, you'll be denied outright
- Humor sets the mood - throw in a funny anecdote if appropriate
- Empathy is the secret weapon - make them feel your pain
- Loyalty is valuable - especially in this economy, companies will bend over backwards to retain loyal customers
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Dear Guest Care,
I was scheduled to fly on Virgin America (SFO to LAX) this past Friday, March 20. Unfortunately, the day of my flight, I was suddenly stricken with a case of food poisoning. It’s quite an ugly mess, something I could hardly wish upon an arch nemesis. Since I live alone, I needed all my energy to make it to the Urgent Care center at the hospital where, after 4 hours of waiting, a doctor officially diagnosed me with gastroenteritis. By the time I was able to receive the proper medical attention and medication, and return to the comfort of my home, it was too late for me to call Virgin America to cancel my flight.
Being a charter member of Virgin America Elevate, and a frequent flier (my girlfriend lives in LA), I am familiar with Virgin America’s standard cancellation policy. Unfortunately, however, this incident hit me so quickly and with such force, that I was in no position to cancel the flight or find someone to do it for me. When I returned to the living on Saturday, I called your reservation line and they suggested I contact Guest Care this week. Upon speaking with Guest Care yesterday, they suggested that there may be some leniency in the policy if I provided a note from the doctor.
I have attached the note, and hope that you will consider issuing me a credit for this particular round trip. I have loved the Virgin America experience, and since my girlfriend loves to see me on a regular basis, I plan to continue flying Virgin on my regular flights down south (already have one ticketed for April). Please call or email me if there is any additional information that I can provide.
Sincerely,
The Vigilant Consumer
