V-Flyer

After my VS301 flight, a few weeks ago (see TR), I was absolutely delighted with the service received from the FSM, one CSS and one senior cabin crew so I've asked the FSM for the names and references so I could write to Virgin to praise them.
Coming home last night, I discovered a enveloppe from Virgin Atlantic in my mail ... Inside, there was a little velvet bag with a keyring in the form of a little plane and a little card thanking me for my feedback and assuring me that my praise would be passed to the relevant people.
I was very impressed as I wasn't expecting that at all.
Small touches like this really make me stick to Virgin. The devil is in the details and Virgin understands that very well.
I can't wait for my next flight with them !

.... I've never received a little velvet bag and keyring

[quote=
Small touches like this really make me stick to Virgin. The devil is in the details and Virgin understands that very well.[/quote]
I wonder if such a gift would be forthcoming if one wrote a negative letter?

Indeed it is the small touches that can really make the difference...

*IF*

(and ONLY if) they get the big things consistently right first.

enjoyingit wrote:[quote=
Small touches like this really make me stick to Virgin. The devil is in the details and Virgin understands that very well.

I wonder if such a gift would be forthcoming if one wrote a negative letter?[/quote]

I wrote a negative email a few years back regarding being bombarded with offers of flights and upgrades that never existed when I tried to book.
I got a very pleasant follow up from customer services who actually talked me through the minefield of upgrades and tried to explain how to do it on line. I didn't quite grasp it so the very very nice lady actually checked for reward seats on a daily basis and called me when they came up so I could upgrade.

No key ring but I did get two UC seats to MCO return with little or no effort on my part.

Thanks to this wonderful site and all the help I actually understand it now. I just wish they'd release some UC on my next homeward bound flight. I don't want to be checking 3 times a day for the next 280 days! But if that's what it takes.

Dick D

enjoyingit wrote:[quote=
Small touches like this really make me stick to Virgin. The devil is in the details and Virgin understands that very well.

I wonder if such a gift would be forthcoming if one wrote a negative letter?[/quote]

No, in my experience, they give you 120k of miles and then take them back. But I am over it now.