Best way to give good feedback about crew?

Or more specifically one crew member who worked my bit of UC last night from HKG. She was truly excellent - friendly, chatty, incredibly hard working and just couldn't do enough. I was especially shocked we she told me it was her first time working in Upper! I really would not have guessed, and frankly she could have worked on SQ or CX in First and not looked out of place. Amongst a otherwise indifferent crew she really stood out.

How can I pass the good comment on - and ensure that she and her line manager actually her about them? [:)]

The first step is to tell...her! People love to know they've done their job well.

Next, write a letter to SRB, naming the flight #, date, your seat and the name (if you know it) of the crew.

Finally, affirm in writing you are not from Humberside.

Mail the letter to:

Virgin Atlantic - Customer Relations
PO Box 747
Dunstable
LU6 9AH
UK

Be as detailed as possible in your commendation letter so they know exactly what it was they did right -- that way they know what to do the next time they fly.

Thanks for the question -- it's a good one.

GJ

[Darren Wheeler]

Yep, write a letter. Email never get to where they need to.

Also, ask that a copy be passed to them and placed on their file.

If you do write a letter to Virgin, and IF it gets to her manager, it will be placed on her file, and she will gain an all important 1 point towards promotion (from your description it sounds as though she was a junior working up as a senior).

When you are near promotion to the next rank, each point counts, so it will help.

[mitchja]

Too late now I know, but you can fill in an on-board Heroes form and pass it to the FSM for any crew the stand out during the flight.

These on-board Heroes forms only seem to be on a need-to-know basis which is a real shame.

There used to be a Heroes section on the VS website but I can't find it now [?]

Regards

[Nottingham Nick]

I also looked for the Heroes section of the website, James.

There are reports about Heroes 2006 and 2007 in the Flying Hub section after you log in, but no reference to it if you use Heroes as a search term. [?]

Last years event was in June, so maybe the bean counters have struck again? [:w][n]



Nick

Back in 2003 there was even mention of the Heroes predecessor (think it was called RAVE / RAVE Award) in the in-flight magazine - that is how I first found out about it to nominate a member of the crew working in Y.

Last November I passed on some very positive feedback to VS about the UC crew on my flight home from MCO. OK, given the small UC cabin, it was easy for them to identify the staff concerned & I got a letter back giving their names & saying that my comments would be passed onto them.

I gave my feedback via the Customer Relations / Flight Feedback link on the VS website. As I said above, I got a letter in the snail-mail thanking me for my comments, so I can only hope that the crew involved got the credit they deserved.

James

[HighFlyer]

I've also found that a letter to Customer Relations is the way to go. as the praise does seem to passed back to the crew member and a note made in their file as Smile High says.

Thanks,
Sarah

[honey lamb]

I wrote to Customer Relations using the link on the website and like Kraken, got a letter back thanking me by snail mail. the letter said that the information would be passed on to the person concerned, to his line manager and would also be noted on his file

Another vote for letter. They definitely read them; like Kraken's experience I didn't get the names of the PE crew I wanted to praise but in the reply to my letter the names were given and was assured that my comments would be placed on their files.

Just as an aside, I found it quite cheering to (a) have an 'old fashioned' letter in response and (b) have something clearly non 'boiler plate'.

Paul

Can I just say, as crew myself, how nice it is to see this topic.
As we all know, people in general are all to quick to complain when something doesn't go well or right (and understandably so) but to have Virgin customers actively seeking to write in about crew members positively just makes me feel that this job is worthwhile.
Like the majority of our crew, I am so proud to work for Virgin and always give the best possible service, whether I am working up in J or dealing with a group of lads in Y on their way to Vegas. To me it doesn't matter, I'm just glad you have chosen to fly VS and personally, like many others, go out of my way to make sure you want to come back.

Off to New York tomorrow, feeling proud to do my job. Great topic!

Happy flying
Gav xx

[RichardMannion]

No Heroes this year.

Originally posted by RichardMannion
No Heroes this year.

Nothing? Big shame[n]. I had hoped the fab IFBT who I had two outstanding trips with (for she worked her socks off in the main cabin too)might be up for something after I nominated her. Hope she transfers to crew.[:#]

Originally posted by RichardMannion
No Heroes this year.

Boy oh boy oh boy ... that's a great investment by VS in its people. What did happen in that famous meeting in Crawley when certain VFlyers met certain VS management and everything was going to get better?