Dinner with Delta Airlines CFO

A mutual friend introduced at dinner a few weeks ago. A very friendly guy, we really didn't spend much time talking about airlines, but he did comment on how great VS is, and was quite surprised when I mentioned the somewhat irregular service levels even in UC. My takeaway was that the airlines don't mystery shop each other let alone themselves, and seem to rely on the same brand image that we as consumers do - quite unexpected.

Well I think if VS mystery shopped themselves, I think it would be an eye opener. Don't get me wrong, I think VS has a great brand and most of the time they get it right, but it is the inconsistencies we have all experienced staff attitude/food/boarding etc . Maybe they should start doing it see what they are offering their premium pax.


Dominic

* offers self as mystery shopper for PE and UC !

[:o)][:o)][:o)]

seriously though I am amazed that they dont 'mystery shop' themselves or their competitors. Do they even ask their staff to report back if they take flights on other airlines.

Virgin Atlantic does have a mystery shopper program. Pax's are put in each cabin of various flights and offer their feedback to the company. If any individual crew members are mentioned, then they are notified. I myself was unaware of this program, until I got my own message letting me know a passenger had mentioned me during a mystery shopping excursion.

[Scrooge]

In that case staff should be told about the program.