We put customer service and commitment to our passengers at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things don't go as planned.Indeed. But they make it seem like a minor inconvenience. From http://consumerist.com/2010/08/virgin-atlantic-thinks-customer-is-making-up-pakistan-flood-disaster.html:
After four of the most terrifying days of my life - driving speedily through landslides, trudging through swollen rivers, and broken dams to get to dry ground, the most frustrating experience I encountered from living through the Pakistani floods (the worst in 80 years with hundreds dead and over half a million displaced) was with Virgin Atlantic Airlines.
[CS staff] insisted that there were no indications in her notes that a flood had happened in Pakistan. [...], she eventually suggested that I try and convince another airline company to call her and convince her that an international crisis had happened. Confused by this strange request, but eager to resolve the situation, I asked her what information she would need, which airline she recommended, and which number I should have them call. She either hung up on me at that point, or I got disconnected.
From the Virgin page again:
We really want to give only the best levels of service to all our customers.I think they need to train their staff first.