V-Flyer

Hi All,

I'm just wondering if anyone has experience of receiving a response from VS for predominantly positive feedback? I sent them a reasonably lengthed feedback message about my UC experience; mostly great feedback about the crew, CH, cabin etc. and 1 or 2 pointers about the seats, meal service etc.. certainly not a complaint by any stretch, so I guess it won't warrant a response?

I sent it about a week ago, so relatively early days

In my experience they do acknowledge receipt of positive feedback, so give it a little time.

Cheers

I sent positive feedback about our UC flights to Grenada in January, and last week Mrs J and I received a lovely little set of VS airplane key rings. It was a lovely touch!

Dan

Not received the gifts, but have often received an email.

I've had a couple of the keyrings for positive feedback.

I've also had the keyring treatment!

Ooh, won't get my hopes up but that would be a lovely surprise... Just an acknowledgement that they read it would please me too though

I sent some positive feedback bout economy crew yesterday so I will let you know if I receive and feedback apart from the automated email ack.

Sent some positive feedback about a cabin crew member on a UC LHR-SFO flight in Dec 2014, she stood out because I remembered her from a previous flight and she was brilliant on both occasions.

Got a nice e-mail back with thanks and a promise to forward it on to her, no key rings or anything, but I didn't do it for that.

I've had acknowledgement of positive feedback - on the line of "the CC and their manager have been informed and congratulated on a job well-done". My keyring day will come I'm sure...

mrsw wrote:I've had acknowledgement of positive feedback - on the line of "the CC and their manager have been informed and congratulated on a job well-done". My keyring day will come I'm sure...

Ditto. Perhaps we should form a self help "No Keyring" group

Hehe, well as some have said we don't do it for the keyrings or freebies, but to enable recognition for the excellent service VS deliver. Although... the keyring thing is an awesome touch - I think I'd ditch my others for that to have pride of place!

I submitted feedback to VS - positive and negative - on a number of occasions.

All were acknowledged with what appeared to be a standard response "Thank you for....".

What is important to me though, is that the feedback is used constructively.

I started another thread a little while ago on whether anyone had evidence that feedback was actually acted upon (either directly or via service improvements due to trends of feedback etc), and got a limited response in terms of pointers to actions being taken.

(Note - I'm talking more of positive feedback here. Negative feedback would need to point to trends unless there are very specific items to be addressed).

In my own case, I can categorically state that on one occasion, I sent positive feedback about a specific and named member of ground staff at MCO. On travelling through a couple of months later, I spoke with the lady concerned who told me that she had never heard anything about it.

So, I had an email acknowledging, saying the right people would be informed, but the lady didn't know a single thing about it.

I trust my example is the exception, but I have no evidence - one way or the other.

That's a bit disappointing Concorde RIP; one would hope the feedback could be appropriately disseminated, especially praise.

Finally had a response:

"Thank you for your email regarding your recent flight with us.

 

It’s great to hear of your wonderful comments about your experiences, with both staff and products, it’s always good to know when we are providing the great customer service that we pride ourselves on.

 

All of your feedback and suggestions will be passed to the relevant department so that it can reviewed for the future.

 

Thank you for taking the time to contact us Mr xxxxx.

 

We look forward to welcoming you back on board again soon!"

Good to know they read it - I do hope they pass on the constructive feedback as promised.

LucyLu wrote:I sent some positive feedback about economy crew yesterday so I will let you know if I receive any feedback apart from the automated email ack.

Got a lovely little present in the post this morning in the form of a personalised letter and keyring. I really wasn't expecting anything so it was a lovely surprise. The author of the letter did say my feedback had been passed on to the crew member. I really hope that did happen.

Can't say i'm not jealous! Perhaps it all depends on who handles the complaints/feedback then

Me too! Two key rings in small velvet drawstring bags - really nice thought!

I've always had a response after submitting good or negative feedback. Recently ended up with two letters and two key rings although not quite sure how that happened!

In December i sent them positive feedback and i had to chase them on twitter in March to respond. Apparently it was written but never sent.

I must be the odd one out!

Just out of interest how are most people providing the feedback - via the online form, e-mail or posted letter?

I completed the on line form on Monday, and received a phone call thanking me for it today.

Which online form, by the way? VS Customer Relations or FC?

Seems pot luck then how they respond and/or deal with feedback.