Customer satisfaction. Virgin way

An e-mail currently being sent globally and is considered by many to be the world’s funniest passenger complaint letter. Obviously it had to reach me as well.
The passenger was going from Mumbai to Heathrow on 7th December 2008.


Here is a snippet.

I love the Virgin brand, I really do which is why I continue to use it despite a series of unfortunate incidents over the last few years. This latest incident takes the biscuit.

Ironically, by the end of the flight I would have gladly paid over a thousand rupees for a single biscuit following the culinary journey of hell I was subjected to at the hands of your corporation.
.. .. ..
Well answer me this Richard, what sort of animal would serve a desert with peas in it.

I know it looks like a baaji but it’s in custard Richard, custard. It must be the pudding. Well you’ll be fascinated to hear that it wasn’t custard. It was a sour gel with a clear oil on top. It’s only redeeming feature was that it managed to be so alien to my palette that it took away the taste of the curry emanating from our miscellaneous central cuboid of beige matter. Perhaps the meal on the left might be the desert after all.

You can read here the complete complaint letter sent to Sir Richard Branson of Virgin.

Note:– Paul Charles, Virgin’s Director of Corporate Communications, confirmed that Sir Richard Branson had telephoned the author of the letter and had thanked him for his “constructive if tongue-in-cheek” email. Mr Charles said that Virgin was sorry the passenger had not liked the in-flight meals which he said was “award-winning food which is very popular on our Indian routes.”

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7 thoughts on “Customer satisfaction. Virgin way

  1. LOL. That is quite a customer complaint. I wish customer complaints were taken as seriously in India as well.

  2. btw the link you provided for the complete letter seems to be a link from your mailbox 😛

    I had read the letter from another fwd which I had got. 🙂

  3. The letter brings out the frustration of the passenger. Really, sometimes airlines take passengers for granted. Well, not this time!
    And yes, thanks for dropping by my blog and commenting.

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