Customer Relations Query

Yesterday my other half sent an e-mail to FC Customer Relations team using the 'contact us' link on the website. It was just a quick query about the gold member 25% bonus miles allocated on a recent flight.

He has received a very quick response from the team thanking him for the e-mail and informing him that it has been forwarded to Richard Branson's office for reply. It was just a simple query, very politely worded and in no way a complaint. Does anyone have any idea why it should have been forwarded to SRB's office rather than just answered by the Customer Relations Team? It really doesn't matter - I'm just curious to know.

I think you will find thet you got the 'stock' reply. I have sent enquiries and compliments and they all got the 'forward to SRB ' reply as well.

[RichardMannion]

If you are FC AU or your flight was in Upper, the compliments/complaints are usually forwarded onto SRB's office.

Thanks,
Richard

[preiffer]

If it's anything like most retail/service organisation's "CEO's Office", it will be a department of 10-20 people signing letters on their behalf... [:0][B)]

[fozzyo]

Originally posted by preiffer
If it's anything like most retail/service organisation's "CEO's Office", it will be a department of 10-20 people signing letters on their behalf... [:0][B)]

I was going to ask does anyone actually know what SRB's office is? Is it effectively an offshoot of Premier Team but with a bit more clout and easier access to have things shifted about / actioned where needed? The recent UC food responses seemed to take away the impression of personal attention.

Foz xxx

[preiffer]

Originally posted by fozzyo
The recent UC food responses seemed to take away the impression of personal attention.

The problem, these days, is that everyone in the world believes *their* issue is so urgent/important that it should be raised with the head of the company. (Programs like Watchdog certainly didn't help with this perception!)

As a result, it's impossible for larger organisations to actually offer a genuine personal service in this respect. They will certainly have more "power" than the Premier Team, but it won't be Richard himself that sits there and reads every letter/comment ever forwarded to them.

(Think of how many complaints/comments must be addressed to "Sir Richard Branson" or "Stelios" every day of the year.)

[HighFlyer]

SRB does read the majority of 'other' letters addressed to him doesn't he?

In his autobiography (unless its all a load of tosh) i swear he mentions that he still personally reads a lot of letters than come to The Office? (although putting 'Virgin Atlantic' at the top of the letter probably ensures they go to the secretary pile!)

Thanks for the replies. I realise that it won't be SRB (or even anyone close to him!) who looks at the query. I was just a bit surprised because it was a really simple query (other half not understanding how bonus miles are allocated) and it would have been much easier if the Customer Relations team had just answered it rather than forwarding it on.

It really didn't need to go to SRB's office. If they forward every piece of communication from FC AU holders or UC passengers there is a danger that genuine complaints may not get the attention they deserve.

He def reads letters adressed to him, he has personally replied to me twice and on three other occaisions dictated letters which were pp'd.

[fozzyo]

Originally posted by preiffer

Originally posted by fozzyo
The recent UC food responses seemed to take away the impression of personal attention.

The problem, these days, is that everyone in the world believes *their* issue is so urgent/important that it should be raised with the head of the company. (Programs like Watchdog certainly didn't help with this perception!)

As a result, it's impossible for larger organisations to actually offer a genuine personal service in this respect. They will certainly have more "power" than the Premier Team, but it won't be Richard himself that sits there and reads every letter/comment ever forwarded to them.

(Think of how many complaints/comments must be addressed to "Sir Richard Branson" or "Stelios" every day of the year.)

Its just nice that they have this additional layer of support for the Gold / UC pax. And you would hope they are fairly good at noticing patterns in the letters and as such can talk to the right people to get it sorted.

Foz xxx

It makes sense to look after your best pax.

I find you generally get a better response to a query/complaint using a top down approach rather than bottom up..

Having said that I've never had to escalate any issue with VS Its always been handled well from the start with the AU/Premier team