This is the sort of inefficiency I can live with!

Just over a month ago, I was due to fly back to LHR from EWR with VS, but the flight was cancelled due to the outbound plane having mechanical problems, and we were all transfered onto BA. Apart from the obvious regret at having to fly BA, I wasn't too annoyed about the cancellation (these things happen) but I was less than impressed by the way it was handled by the check-in staff at EWR.

When I got back to the UK I sent an e-mail to VS to this effect, more of a comment than a complaint. On Monday, I got a standard letter appologising for the delay (we wren't actually delayed and I'd said I perfectly understood the cancellation), making no comment about the check-in problems, and enclosing a £25 VS voucher. I was a little peeved that it was very obviously a standard form letter sent in response to a standard complaint, rather than to the points I'd raise, but not overly upset. Then yesterday, I received an identical letter also containing a £25 voucher. Right hand and left hand may not be communicating too well,but right now I don't care and am looking forward to treating myself to something nice from duty-free on my next flight!

I am the Sales Director of a Catering Company and we try to please all of the people all of the time - but every now and again we get it wrong. I so welcome comment and feedback on our service as its the only way to develop the operation - far better that someone tells you something is wrong, you put it right and then they continue to use your service - rather than what usualyy happens - the customer goes away grumpy, fed up or mad and never comes back!!!

I read an article about a man who woudl always ensure that if he had a complaint he wrote to the Customer services, MD and Operations Directors - he said it was interesting to see who replied but also to see the difference in the replies - and he always got some form of compensation or benefit.

So i think if any servicedoes not meet your expectations then let the compnay know - if they ignore you or are off hand then dont use them again but if they respond well - then at least you know if something is wrong next tme then it will be put right!!

Its still more efficient than BA...

I once flew to Prague with them, and they lost a friends luggage for nearly 48 hours. Countless phone calls etc and they had no idea where it was. Then suddenly it turned up at the hotel.

Needless to say I wrote to them to express how dissapointed I was with the loss of luggage and the inability of any-one in BA to be able to talk to me about it. The least I would have expected from them would have been an apology and as requested re-imbursment of a small value to cover phone call charges etc.

Didnt hear anything for a while, then suddenly a letter arrived with a cheque for £350! (Over twice the price of the flight!). It was addressed correctly, but apologised for "the delay to the return journey from Sydney Australia".. Clearly some-where there was a mix up.

Debated over if we should cash the cheque or not, so we left it a few weeks, heard nothing and then cashed it.. Bargain! Well done BA!

I was also on a VS flight which, got cancelled for the same reason. VS602 JNB to LHR two weeks ago. I was in Z and the alternatives offered were VS602 the next day, Y class direct to LHR with BA or J with AF via CDG [V] Sorry, but I took the BA option (needed to get home for a family thing) and thankfully after many phone calls got upgraded to J after spending an hour in the BA Y check-in[:(]

I passed some feedback to VS via the web feedback form and my comments have been forwarded to SRB's office. Is this standard for Gold members? As it seems to happen every time I write in.

Full trip report will follow once I have a response from VS.