Here’s a perfect example of a an airline not only dealt maturely with a negative situation, but also showed that it takes feedback seriously and has the guts to involve the customers in creating brand experience. A passenger who wrote a witty letter complaining about the Indian meal on a Virgin Atlantic flight to Mumbai has been invited by the airline’s boss Richard Branson to help select food and wines for future Virgin flights!
In what The Telegraph calls “the world’s best complaint letter”, Oliver Beale included seven photos and tons of witty remarks in his 1300 words letter! Here are some excerpts:
“I imagine the same questions are racing through your brilliant mind as were racing through mine on that fateful day. What is this? Why have I been given it? What have I done to deserve this? And, which one is the starter, which one is the dessert?”
“Richard…. What is that white stuff? It looked like it was going to be yoghurt. It finally dawned on me what it was after staring at it. It …
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