Lately, we hear so much about poor customer service. Especially in the travel industry. Here's a good story. . . On Tim's and my FAN-TAB-U-LOUS trip to Seattle we flew on Virgin America. We'd never flown VA before, but were satisfied enough after the first leg of our trip, we both agreed we'd fly with them again. I chose not to check my bag and took it as carry-on.
On the return flight, I checked my bag. Against my better judgement, I put a small electronic device in the bag. When we got home, I threw the bag onto the floor in our family room and left it there for a week. When I went to retrieve my device, I realized it was missing!
Immediately, I assumed it was stolen, but didn't think I had any recourse since it took me a week to even discover it was missing. A few more days go by. I lamented my loss.
Tim encouraged me to write VA's CEO relating the incident and expressing my disappointment at the theft of my personal property. It's now almost 2 weeks after the incident.
After doing a bit of research on the Internet, I find VA's CEO, David Cush, and send him an email detailing my experience. I had no idea whether the email would reach him or whether he would actually respond.
Two days later, I was shocked to get a response:
Hi Sandra--I'll have someone dig into it. The delay in contacting us can certainly be waived. I am going to route this through the standard process that we have here but will remain in the loop. Thanks, David
A few days after that, I get another email apologizing for my loss and giving us a credit toward future travel!
No forms to fill out! No lines to stand in! No long waits on the phone with customer service! We definitely count this as a win!
Even though I still think air travel has become a big pain in the @$%, Virgin America can count on getting our future business.
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