Response from Customer Relations

I recently wrote a letter to Virgin thanking them for a wonderful flight to New York. I've received a reply from them and wondered if it was OK to share some of the reply here which I thought was very nice of them?

[Nottingham Nick]

Absolutely no problem with sharing, provided no Virgin staff members are named without their permission. [y]

Nick

Here is the main part of the letter:

quote:Thank you for your kind comments about your experience with us recently. I'm delighted to hear you enjoyed your flight and our Upper class lounge so much - we never tire of that sort of feedback!

We do work very hard to keep our customers happy, and knowing that we've got something right helps us continue to do this. So thanks for taking the time to get in touch.

Thank you for your comments about the cabin, I've passed them on to the relevant people.

I've also passed on your comments to **** and I'm sure she'll enjoy reading them as much as we did. I hope your next flight with us will be just as good as the last.

VS should really try and use different templates that say the same thing, so you don't all end up with the same response.

I was wondering how much of the letter was a template and how much was personalised.

[Darren Wheeler]

Apart from the name, it looks pretty much the same as ones I've had back.

[mcmbenjamin]

I did an internship with an airline (not Virgin) sometime ago. Well in the 'Customer Support' department, we had this application that worked with Outlook to generate pre-form letters. We got about 1,000 e-mails a day and replied to all of them within 24-hours using these pre-form replies.

Also the application would collect all previous e-mails searching by FFP number, e-mail and other data.

quote:Originally posted by Darren Wheeler
Apart from the name, it looks pretty much the same as ones I've had back.

Ditto.
Shame the response for not so positive comments takes about four weeks to action [:?].

quote:Originally posted by Darren Wheeler
Apart from the name, it looks pretty much the same as ones I've had back.


Ditto - identical to one I received too.

Another ditto. The exact same letter that I've had too. I'll bet good money that the person who sent it was an 'Executive Assistant to Sir Richard Branson' too.

James

Another ditto here - seen same or very similar twice.

quote:Originally posted by Kraken
Another ditto. The exact same letter that I've had too. I'll bet good money that the person who sent it was an 'Executive Assistant to Sir Richard Branson' too.

James


It just says 'Customer Relations' under the name of the person who sent it. My negative comment was that I much prefered the Airbus UC cabin to the Boeing one. I do wonder if my comments were passed to the CC I mentioned or not?

SNAP !

I have had similar it is nice to know lots of people have reason to send thanks in the first place.

I might add I have had three communications from the man himself though as well, so perhapos its the luck of the draw sometimes.

[Darren Wheeler]

I suppose it's the curse of email. Too easy to copy/paste a reply where as a proper letter does tend to require a bit more effort.

quote:Originally posted by Darren Wheeler
I suppose it's the curse of email. Too easy to copy/paste a reply where as a proper letter does tend to require a bit more effort.


But like the OP, mine was a letter not an Email - same rules in cutting and pasting apply these days unfortunately - even the one I had from SRB was a copy jobby [:?] The one good thing that came out a recent VMT Email of mine was a lovely reply from the FSM on that particular flight so it goes to show that, sometimes, the the crew do actually get to see our comments made to the premier team.

Regards,

Hackneyguy

Looks like a standard response letter, and my positive feedback responses typically come back within a week to 10 days, the non-positive feedback types typically take 3 to 4 weeks. Perhaps that is because they do actually investigate the issue ?

quote:Originally posted by Darren Wheeler
I suppose it's the curse of email. Too easy to copy/paste a reply where as a proper letter does tend to require a bit more effort.


Mine was a proper letter, but with the standard reply it seems.