Thought I'd post a bit of positive news at a time when there seems a lot of negativity going around, based on a flight I made from Johannesburg to Heathrow earlier this year. ( I should do a TR sometime... )
This is to do with perhaps Virgin's greatest asset - it's staff. ( I guess VS management think the best assets are the Upper Class Suite, the Heathrow Clubhouse, and, er, repeat those two ad nauseum ) but thought I'd relay the following.
On this particular flight the FSM was superb. 'N', as I'll call him, came around to every passenger in the UC cabin and referred to every passenger by name, engaged in a conversation with each passenger, allowed me to bring a friend to the bar for a nightcap, checked that everything was ok with me on a number of occasions ( it was as the rest of the crew were superb also ), and remembered my name when saying goodbye to me at the end of the flight. I thought it deserved some praise so sent the following mail to Customer Relations:
and got the following reply:
I thought nothing more of it until a couple of weeks ago when I saw an advert for Virgin Atlantic 'Heroes' in the Sunday Times, with 'N' ( ( and it was him as there was a photo of the winners ) being the recipient of 'In-Flight Expert' ( or something like that ) at the awards ceremony [y]
Anyway, it cheered me up to see him being recognised, and I hope my letter did help. Goodness knows at the moment VS need good staff like 'N' to balance bad management decisions in other areas.
David.
This is to do with perhaps Virgin's greatest asset - it's staff. ( I guess VS management think the best assets are the Upper Class Suite, the Heathrow Clubhouse, and, er, repeat those two ad nauseum ) but thought I'd relay the following.
On this particular flight the FSM was superb. 'N', as I'll call him, came around to every passenger in the UC cabin and referred to every passenger by name, engaged in a conversation with each passenger, allowed me to bring a friend to the bar for a nightcap, checked that everything was ok with me on a number of occasions ( it was as the rest of the crew were superb also ), and remembered my name when saying goodbye to me at the end of the flight. I thought it deserved some praise so sent the following mail to Customer Relations:
Hi,
I would like to provide some feedback regarding my recent trip in Upper Class. I feel that the Flight Services Manager on this flight, N, deserves to be praised for his excellent work on this flight.
N came around the cabin introducing himself to each passenger and was friendly and totally professional, a good role model for others. He was attentive and ensured that all my needs were taken care of. I was particularly impressed that he remembered my name throughout the flight and when disembarking!
The rest of the crew were also excellent, a credit to the company.
I hope you can pass on my appreciation to N for making a good flight great.
Thanks,
David Doyle.
and got the following reply:
Dear Mr Doyle
Thank you for taking the time to contact us.
We were very pleased to read how much you enjoyed travelling with us, and would like to thank you for letting us know how impressed you were with the service you received.
It really is a pleasure to receive such positive feedback as it makes all the hard work needed to maintain a high standard of service worthwhile.
You may be assured that we have brought your kind comments to the attention of the Line Manager, who will make them known directly to N.
In closing, we would once again thank you for taking the time to contact us and do hope that we will have the pleasure of welcoming you on-board again in the near future.
Yours sincerely
***** ******
Customer Relations
I thought nothing more of it until a couple of weeks ago when I saw an advert for Virgin Atlantic 'Heroes' in the Sunday Times, with 'N' ( ( and it was him as there was a photo of the winners ) being the recipient of 'In-Flight Expert' ( or something like that ) at the awards ceremony [y]
Anyway, it cheered me up to see him being recognised, and I hope my letter did help. Goodness knows at the moment VS need good staff like 'N' to balance bad management decisions in other areas.
David.
:):)
