Evaluation of Virgin Atlantics Customer Care Policy

1290 Words6 Pages
Virgin Atlantic Virgin Atlantic's Mission Statement is “To grow a profitable airline, that people love to fly and where people love to work.” There are many parts to Virgin Atlantic's Customer Service plan but the main parts are: Offering the lowest fare available, Notifying customers of known delays, cancellations and diversions Delivering baggage on time Allowing reservations to be held at the quoted fare without payment or cancelled without penalty for at least 24 hours after the reservation has been made Provide prompt refunds where due Assisting and enabling customers with Special needs Meeting customers essential needs during lengthy tarmac delays Handling flight oversales Disclosing cancellation policies and other information Notifying customers in a timely manner of changes to travel itineraries Ensuring responsiveness to customer complaints Identifying the services provided to mitigate passenger inconvenience resulting from flight cancellations and mis-connections. On their website they state, “Customer service and commitment to our passengers has been the driving force behind our brand. We strive to get it right, first time, every time. Occasionally things do not go as planned. We believe that you have the right to know what level of service you can expect from us all the time, even in those rare moments when we fall short of the very high standards we have set ourselves.” This shows that they are a very customer care orientated company. We can tell this because all of their points are to do with making things better for the customer. In each point they are very specific in what they are looking to do for their customer, for example, in the second bullet, they say they want to notify customers of known delays, cancellations and diversions On their website, they go into it further
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