A BIG thank you to Virgin

I just wanted to say a big thank you to all of the team from the Swansea call centre, ground staff at Gatwick including the Virgin Lounge and the cabin crew on VS15 from Gatwick to Orlando yesterday.

For personal reasons, we missed our intended flight yesterday -VS027- but managed to get transferred to VS15. All of the team were helpful and understanding throughout - many thanks. They could not do enough for us and I am pleased to say that we arrived safely at our villa last night - all safe and sound. I sit now in a very quiet home - I always wake up early the first day with the rest of the family now snoring nicely!!

A thank you also to the unknown passengers on VS15 who kindly moved to VS27 to create space for our party of 8. We don't know these people but it was appreciated.

On another positive, we were hoping that VS27 was going to be the newly refitted plane....we noticed that this was was actually destined for another location so here's hoping we have it for the return flight instead!!

Many thanks again - now on to a very relaxing in holiday!!

I hope all is ok personally now. I too have had instances in the past where I have had to change my plans for personal reasons and VS have worked hard to accommodate me without charging excessive fees.

I am also an early riser whilst away...it's 5.30am in Chicago and I am wide awake! Time or a Coffee...enjoy your holiday y)

[buns]

Glad to hear things did work out for you and that VS pulled out the stops for you y)

buns

Good to hear that when someone really needs their help, VS staff will move heaven and earth to accommodate them.

VS should get more praise for helping genuinely needy pax, instead of being constantly whinged at for not greeting AU cardholders like they're royalty or not guaranteeing them their favourite seat every time.

Very glad to hear that and enjoy your trip.

Would be nice if these incidents were published with as much press as Mr & Mrs Moaners who think they should get something for nothing via WatchDog and various press outlets.
I know a few VS staff. I have seen them at work and they whilst we all have bad days, they always try their best.

Even if I am "AU Card Holder that needs to be treated like royalty" for my years and years and years and years of custom

This is the true meaning of good customer service and creates genuine brand loyalty.
I always believe that you see how good a company's customer service really is - when things go wrong. Not so much when everything goes well as I expect this.

glad Virgin were of help to you,on another forum they always seem to get a lot of flack

Sounds like excellent service, and thanks for putting the message out there.

A thank you also to the unknown passengers on VS15 who kindly moved to VS27 to create space for our party of 8. We don't know these people but it was appreciated.

I don't wish to pry, but does this mean you knew you were going to miss the flight, contacted VS and they persuaded someone to swap to the earlier flight? That must have taken some doing on VS part, and y) to the passengers who made the switch as I presume they found themselves heading for the airport / leaving the CH far earlier than intended....

VS27 departs at 11.15 and the VS15 at 13:00 so more than likely that there were plenty of passengers already at LGW.

A quick announcement - 'anyone want to get to orlando a couple of hours early' and bobs your uncle.

Great stuff, hope you can find time to write into VS naming those who helped!

It's lovely to hear a story where VS really deliver on customer service - enjoy your time in Florida and fingers crossed for the trip back. y)