V-Flyer

After my recent trip report on MAN/MCO in UC I sent an email to Virgin explaining my concerns/complaints. Not wanting a patronising reply, I ended my email,
"We have been left very disappointed with this trip and will not be selecting your airline again for future travel. I will be expecting the usual corporate reply as is the norm in these cases, so please do not reply to this email if this is your policy.
Sincerely,"

After two weeks from the initial Virgin reply of, your email has been sent to the office of Richard Branson, nothing has appeared. My conclusions are any one of the following.
1. It is Virgins policy just to send a standard corporate
reply to complaints.
2. They are so busy dealing with complaints at SRBs office that they
haven`t had the time to reply.
3. Richard Branson is on Holiday and is going to deal with it when
he gets back.
4. It`s all been a dream and I will wake up in a luxurious chair,in
the dedicated Virgin lounge at Manchester waiting to board our
flight to Orlando.

Happy travels folks and take care.
Paul H.

whilst it would be nice to have a personal reply within two weeks, a proper investigation into a complaint can take some time - especially if VS first contact the crew or grround staff involved before replying to you.

In my organisation (investment company), it is standard practice to acknowledge any complaint in writing imediately, but a full reply/compensation/apology/exlpanation can take a while to compose.

I have had a couple of personal replies, one from SRB(thats framed on the toilet wall)and most recently someone from head office rang mrs jag to sort out a complaint that had been filed on board.The call and satisfactory resolution was within 2 days of our return to the UK.The personal letters after the initial "got your letter bla bla bla"took quite a while, couple of months I think,this was a few years ago.

As Richard say's,in my company we try to get some sort of notification out to the guest that we have recived their letter/phone call.

As you stated you didn't want a boiler plate answer they may just of been fulfilling your wishes [?].

As is also said above,companies that do deal with the publlic take these thing's seriously,at least those companies that wish to stay in buisness,however a full investigation can take time.The com pany does have to look into everything just to be certain of what is going on,heck the company I work for has 3 people dedicated to investigating these thing's and honestly,the big problem is that 95% of the complaint's are total BS [n].

To give you an example,I was involved in one a couple of years ago,walked into work on my monday,got yanked into the office and was told I was suspened pending investigation [:0].
I had to st down with a rep from HR and a person from the investigation board...

It turned out that a guest had made a complaint about me,saying that I had said something to his wife [:0] that honestly,I don't think I have ever said in my life to a lady,so those that know me know it must of been preety bad [:I],this investigation went on for close to a week and I would not like top see any employee go through it...

Of course it turned out to be BS,even though it was pretty much my word against thier's...till it dawned on me to ask when this had happened..it turned out I was on vacation that week in London,only 5K miles away,a small fact that had managed to slip through the cracks [B)].

Now the whole point of that rambling couple of paragraph's is to point out that companies do need tp investigate matters fully.

Having read the trip report again, I agree with comments above.
Its going to take time for Virgin to investigate, especially when dealing with an outside supplier (The Escape Lounge).

As you said you didn't want a standard corporate responce I guess they followed your request and didn't send an acknowledgement.

If you're annoyed at the time being taken, just call the Upper CLass Customer Relations team at Crawley and they'll be able to tell you where your case is.