On several previous blogs I have discussed the importance of customer service and how the people in your front line can make or break your business. Customer service is one of those ideas that is frequently thrown around, but unfortunately not taken seriously when it comes to implementation. Despite the exceptional service that we received on our recent journey to visit my in-laws, unfortunately it is typically the not so good experiences that we hear about when it comes to customer service.

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Can you afford to lose your customers? 

On our recent trip to The UK and Ireland, we found ourselves in many situations where we interacted with the front of house staff, whether it be the server in a restaurant, the cashier at a store, the barman at the local pub, or the flight attendants on our gruelling 8 hour Transatlantic flight.

We were blown away by how incredible the Virgin Atlantic staff were from start to finish. From checking in at O’Hare in Chicago, to recovering our lost luggage, the entire team were exceptional. I could go on all day about how incredible these individuals were but for the sake of time I have whittled things down to a list of 5 moments to share with you.

  1. USA to England check in – This was our first time traveling as a family of four with both of our boys with us. To spice things up a little we also decided to include my parents in the adventure! Checking in with 4 adults, 2 infants, and all of luggage and car seats was never going to be an enjoyable experience but it was pretty close. From interacting with our two boys to wrapping our two car seats in protective packaging and walking them over to the oversized luggage belt, the staff were superb and got our trip off to the best possible start.
  2. Inflight experience – The crew immediately recognized that travelling with young children is far from easy, and were sure to let us know that they were available to help with anything that we needed. Over the course of the flight we made numerous requests for milk, snacks, glasses of water, and even warm towels to help clean our babies up. The flight attendants were attentive and went out of their way to treat every passenger individually and make sure that they were comfortable.
  3. Check in at Heathrow for the return flight – We had a very early start (4:30am) in Dublin and when our flight landed at Heathrow we knew we were going to be cutting it close with connecting to our transatlantic flight. After being transferred to another terminal, going through security and the other formalities, and getting ready to head for the gate we knew that there was a chance that we wouldn’t make the flight. To make matters worse my mother’s bag was selected for an extra security check (due to the presence of a mini bottle of vodka in the side pocket 🙂 ) which meant we lost even more time. Throughout this series of events the Virgin staff stood by our side and communicated with their team to make sure the plane didn’t leave without us. These moments were very stressful as we weren’t really interested in spending 24 hours in an airport with two infants, but the staff diffused the situation and delivered.
  4. Inflight experience – Due to the delays mentioned above my mother and husband had to run to make the flight, and immediately after boarding they were presented with ice cold water and the assurance that they would be helped with anything that they needed. Every member of the staff clearly loves what they do and this happiness and excitement was contagious and visible for all to see. The ladies and gentlemen that took care of us and the rest of the passengers that day worked tirelessly to make sure their customers were happy and had a pleasant experience.
  5. Retrieval of lost luggage and owning mistakes – Upon arriving in Chicago we found that our 2 car seats unfortunately had not been pulled from our first flight of the day. We went to the helpdesk where two young gentlemen got things taken care of and put our minds at rest. We submitted the necessary claim form and were provided with directions to the nearest Target so that we could purchase replacements which would later be reimbursed by Virgin. We arrived home in the early hours of Tuesday August 16th, the seats arrived on the 19th and we were reimbursed on the 22nd. Exceptionally quick turnaround executed by knowledgeable and passionate team members who took complete responsibility of the situation.

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We know you have a choice of airlines when you fly, and we want to thank you for flying with us” is the cheesy line that most flight attendants regurgitate at the end of each flight. After our experience with Virgin, we know that we made the right choice and will continue to use them for our future travel needs. If you haven’t previously travelled with Virgin Atlantic and they fly a route that you will be travelling, you should check them out, I promise you won’t be disappointed!

Until next time, Happy Travelling 🙂

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