You will love this..

Words fail me on how rude and awful that letter is, I would send it off it SRB office and see what they think about it.

Doesn't matter how many complaints they must recieve about food, there is no need for that response.

[Nottingham Nick]

quote:Originally posted by DMetters-Bone
Words fail me on how rude and awful that letter is, I would send it off it SRB office and see what they think about it.



The response from VS wasn't in letter form - it was verbal to the OP. This doesn't make it any less awful, but 747340 can't copy it and send it to senior management at VS - or the media.

If, as they claim to be, the calls are recorded for training purposes, then there is clearly a very serious training issue here. [n]

Nick

Christ what a response, thanks for your help!!

All i did was write to Virgin Atlantic and then called them, thanks for the advise!!

The flight was not booked through Virgin Holidays i simply used Miles Plus Money and booked a flight to Barbados.

I will put it on Facebook see what response i get

Thank you

this was probably the same customer service rep I spoke to asking why they hadnt responded to my complaint after a month. They said they'd had a lot of complaints over christmas and it was taking a while to get through them all!

This is the response i received i was unhappy with it so i called them thats when i was told its not part of the contract!!!!!!!!!

Thank you for your recent email about your flight to Barbados.

I was really sorry to hear that there seemed to be some problems with the
in-flight meals and catering on this service.

We aim to provide at least three meal choices so we can cater for the wide
variety of passengers who fly with us. Unfortunately due to the lack of
space there is on an aircraft, we dont have enough room to store each meal
choice for each passenger.

I realise it must have been annoying to not only have been told we did not
have your preferred meal within the cabin, but to also be told this option
was only available in Economy.

The same goes for the bread rolls we serve to our Premium Economy
passengers. These are ideally bought around to you so you can chose one
that you would like, and this is part of our new service we provide to this
cabin.

Having checked over the crew report for this flight however, I cant see
that any immediate notes have been made with regards to the meals on board.
Nor that the catering levels were not correct either.

I really am sorry though if there has been any misunderstand or confusion
over what happened. Our crew are there to help and assist passengers with
any concerns or questions they may have at the time. So Im positive they
would have done everything possible to help you.

I can see you have flown with us a number of times so I imagine you have
come to expect a certain high level of customer care from us. I can only
apologise if this was not delivered this time though and I can assure you
this was not our intention.

I have passed your comments and concerns on to our crew management team for
their internal records. We very much welcome all passenger feedback as this
can a long way to help us make changes for a more improved and customer
focused future. So thank you for taking the time to share your views with
us.

I can only hope this once off experience has not put you off flying with us
again. We really would love to welcome you and your family on board soon
where we can show you a service more in keeping with the usual Virgin
flare.

Kind regards



Customer Relations Executive

quote:Originally posted by 747340

[url][/url]http://www.v-flyer.com/forum/topic.asp?TOPIC_ID=30543

I finally got a response from Virgin Atlantic



Our contract is to fly you to and from your destination, food is complimentary so unfortunately this does not form part of our contract.

However I am sure Virgin Atlantic will live up to your expectations in the future , where we look forward to welcoming you on board to experience the Virgin flair.

Goodbye Virgin i have a choice




So, when you say you 'finally got a response' from Virgin near the top of this long thread, why didn't you mention the email/letter just above. I don't for a second excuse the verbal response you say you got, but I think it would have painted the entire episode in a somewhat different light if you'd mentioned the email response at the same time? Or have a I missed something here somewhere?

quote:
So, when you say you 'finally got a response' from Virgin near the top of this long thread, why didn't you mention the email/letter just above. I don't for a second excuse the verbal response you say you got, but I think it would have painted the entire episode in a somewhat different light if you'd mentioned the email response at the same time? Or have a I missed something here somewhere?


From my point of view I am not sure it does put a different perspective on this.

1) I think the thrust of the OP's complaint was not the fact that they didn't have the meals / bread rolls etc, but the way it was handled.

2) The written response from 'Customer Services' is the normal bland proforma, which probably does not address the fundamental issue.

3)The verbal response is still unacceptable.

quote:So, when you say you 'finally got a response' from Virgin near the top of this long thread, why didn't you mention the email/letter just above. I don't for a second excuse the verbal response you say you got, but I think it would have painted the entire episode in a somewhat different light if you'd mentioned the email response at the same time? Or have a I missed something here somewhere?

I got the response from Virgin by email then i followed it up with a phone call the same day to clarify their standard 'Copy & Paste' response.

Not sure what light it would have put it in had I mentioned I received an email[:?]

quote:Originally posted by 747340
Not sure what light it would have put it in had I mentioned I received an email[:?]


I'm with you, it was clear to me you had an inadequate response that did not address your real concerns, then the follow on just stirred it up some more.

I hope you have written more formally about the whole chain and please do post any response to that.