Posts: 47
Joined: Thu Jan 15, 2004 10:21 pm

Calling Richard Branson....

Thu Apr 22, 2004 4:36 pm

I just had the most horrendous experience flying VS from LHR back to HKG. Mind you, the service in Premium Economy was ok - no complaints. However, check in was another story.

Was assigned separate seats from my partner even though we were ticketed together and made requests for specific seats near the washrooms. The check-in agent was the most rudest and unprofessional person I have ever had the misfortune to deal with. When I asked if she could do anything about the situation, I was treated as if I was asking for the entire plane to be emptied out and for us to be upgraded to Upper Class. Mind you the flight wasn't 100% full. I basically got a 'telling off' from this lady for being rude and demanding and i quote 'people like you pay peanuts for flights and expected to be treated like bloody maharajas" (i'm Indian by the way).

I decided it would be of no use speaking further to this woman. Once I was on the plane, I remembered reading Richard Branson's book where I think he says that every employee of Virgin has his direct phone number to use whenever they feel necessary.

I wonder if I could have asked that lady to call up Sir Richard so that I could bring my complaint right to the top? Would the check-in lady been able to call him? And is it infact true that every VS employee has Sir Richards phone number? Perhaps VSgirl can comment....
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Joined: Fri Feb 27, 2004 9:54 pm

RE: Calling Richard Branson....

Thu Apr 22, 2004 5:24 pm

Just because she acted like an ass doesn't mean that you have to. Just as for the lady's name and write VS a polite letter explaining everything.
"There are no stupid questions, but there are a lot of inquisitive idiots." - John Ringo
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Joined: Tue Oct 26, 1999 11:34 am

RE: Calling Richard Branson....

Thu Apr 22, 2004 5:31 pm

I agree, you should have politely asked to speak to her supervisor and made a note of her name to pass on to Customer Relations should you have not been satisfied with the supervisors response.
Posts: 47
Joined: Thu Jan 15, 2004 10:21 pm

RE: Calling Richard Branson....

Thu Apr 22, 2004 5:45 pm

I dont want to make any complaint - some people are just born that way and really shouldn't be working in customer service. I wanted to know if it was true that all VS employees have the direct number to SRB and would it be realistic for someone to actually use it?
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Joined: Tue Mar 23, 2004 3:30 am

RE: Calling Richard Branson....

Thu Apr 22, 2004 6:17 pm


I don't believe that VS employees have access to a personal phone line to SRB. We do have a number for his ofice but that goes to his secretary.
With regard to your experience on VS, If you would like to e-mail me directly I may be able to offer some assistance.


So long 701, it was nice knowing you.
Posts: 480
Joined: Sat Feb 28, 2004 1:55 am

RE: Calling Richard Branson....

Fri Apr 23, 2004 12:59 am

I sympathise with your sentiments and agree with how you feel.
Most times when I feel I have been slighted or mistreated I just ignore it as its no point taking things further and making a big deal out of it, only creates more hassle and disrupts your peace-of-mind, besides I often feel that airlines do not put their best and most talented people in front of passengers where they are needed, hence the dysfunctional behaviour from poorly trained staff.
But comments as detailed above made by personnel of highly thought of airlines is very disturbing and is it unprofessional.
Unfortunately, on those occasions I have made written complaints by letter (and there have been very few) I either have not received any correspondence back or received a letter which was a standard generic computer print-out which did not even address or acknowledge my original complaint. These letters were to very reputable airlines where I would have ordinarily expected some sort of constructive comment or remedy.

In my humble opinion, I feel its a game of numbers, there far too many pax for airlines to keep happy and to respond to every complaint it receives is inefficient and a total waste of resources for the airlines. Therefore only the very serious and threatening complaints are given any attention lest they end becoming legal nightmares for the airline. My only advice to my other fellow travellers is to just ignore the problems one faces and move on.
"Those who talk, do not know, and those who know, do not talk."

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