Interesting. I have flown Virgin many times and speak very highly of them and always feel they look after me. I have never had Richard ring me, or had any freebies, but one story involves attempting to fly to NYC two or three days after 9.11. Their management of this difficult time was exemplary. The airport was chaotic, air space and border were be closed and opened and closed again. Flights were scheduled then cancelled. But Virgin handled everything brilliantly. They had a lady with a radio and a clipboard on the floor away from the desks running everything, keeping folk informed as best she could and dealing with everyone one by one and offering alternatives in a calm way in an ever changing situation. I opted to fly via Toronto as direct flights to NYC were not happening but was told I was in priority three as there were folk with more pressing needs in one and two. Everything was explained clearly and fairly. I was told to come back in a specified time and she would tell me which flight I would hopefully be able to get on. She was dealing with many many people by the way, some in quite distressed states. I came back and was given my flight details as she said. I couldn’t ask for more and was impressed with how this single person was handling everything. Like you I have told this tale to many. Whilst at the airport I also witnessed the utter chaos around the desks of a rival British airline company....I have also told this to many.
I was also helped out by VA when, due to my own ****-wittery, I missed a flight from JFK. This was no one else’s fault but mine and it should have cost me. But they laughed, and moved me for a small admin or tax fee or something.
