Virgin Atlantic get high CS rating from Telegraph

[Pete]

""The performances of Monarch XL and BA were in stark contrast while an operator answered the Virgin phone

Returned email in 14 minutes? That sounds a bit too quick if you don't mind me saying. Usually when I email VS with random queries it takes them a day to respond, which still isn't bad. Or is the article talking about priority emails dealing with a cancellation?

[Pete]

Nope, this was a simple question (ie, Can I change the name on a booking?).

As one of the comments to the article on the Telegraph says, it's a bit of a random representation of customer service, and that BA have been better / Virgin worse.

Virgin, I guess, were just lucky on this occasion to respond quickly to a journalist.

[RichardMannion]

Ahh, thats a bit of a skewed question as on some LCC's you can change the name on the booking...

[Pete]

Originally posted by RichardMannion
Ahh, thats a bit of a skewed question as on some LCC's you can change the name on the booking...

Don't think they were looking for any analysis of the answer, just how quickly they responded

Originally posted by Pete
Nope, this was a simple question (ie, Can I change the name on a booking?).

As one of the comments to the article on the Telegraph says, it's a bit of a random representation of customer service, and that BA have been better / Virgin worse.

Virgin, I guess, were just lucky on this occasion to respond quickly to a journalist.

Or perhaps because the email address said "[email protected]" and set some alarms ringing [:w][:w]