Exceptional Service from Virgin America

WE have a great trip planned at Easter - flights to SFO, managed to get 4Gs! Few days in SFO then Delta flights to Utah for a week skiing and back via San Diego.
Unfortunately VS cancelled our flight (VS42) back home and put us on the earlier VS 20.
This meant our connecting Virgin America flight booked separately unfortunately) to SAN had to be changed incurring $400 total cancellation fees.

I contacted VX - their reply:
Hello Martin,

Thank you for taking the time to contact us.

We are sorry to hear that Virgin Atlantic cancelled your flight. You can cancel your flights with Virgin America and we can waive the cancellation fee as an exception. We would issue the credit into your Elevate account that would allow you the option of rebooking for another Virgin America flight. To accomplish this please give us a call at 1-877-359-8474, so that we may assist you further.

Best Regards,

Alan
Virgin America Guest Relations

Unfortunately I had already rearranged the flights and paid the $400 cancellation fees.
But......

We see that you have changed your flight incurring a $400 change fee. As promised I will issue $400 into your Elevate account. The credit is valid one year from today's date.

Your support is extremely important to us. We look forward to serving you for many years to come.

Best Regards,

Alan
Virgin America Guest Relations

Really unexpected top quality service. They're a pretty good airline to fly on as well.
Well done VX, much respect.

Nicely done.

Pleased to hear you have got a positive response from VX. I suggested to you on
20th Feb, when you highlighted your dilemma, that you should contact them. Shame you didn't telephone, then you might not have wasted $400.

We had a similar response from USAirways when they heard about VS changing our flight but in the end we didn't have to act on any of their kind suggestions. Also a few years back Jet Blue set us up a credit bank, again after we had to cancel an internal flight.

Perhaps our UK airlines could learn from this kind of positive customer service

Always pleasing to read of good customer service .
Well done VX.

That is a fantastic bit of CS from VX... shame VS cancelled the flight but good to see their cousins over at VX are picking up the slack

They are a great airline for internal US hops, CC I've come across are usually cheerful and there is this of course