• An interesting experience from a very large British airline that many people might know of… Checking in for a business class flight from London to Las Vegas, I was asked if I would like to upgrade to first class for the low price of 449 USD. I accepted the offer. Then, the airline representative made a phone call confirmed that a seat was…[Read more]

    • This is crazy when you get an experience like that in a large company making a lot of money, but doesn’t care much about customer experience culture. Employees probably don’t even notice that there is a problem because they are used to the fact that it is just the way it is and that’s how it supposed to be.
      I have experienced similar behavior in…[Read more]

    • Why would they give you an offer if it wasn’t guaranteed for you, especially after you had been charged for it? And why couldn’t they handle all of that at the same counter? The airline should streamline their process a little bit.

    • This commercial is so surreal and makes Virgin Airlines that much more mystical. I admit that it is a little confusing, too, but the commercial catches your eye and is really animated. Still, I wouldn’t say that I am convinced of anything about Virgin except that it has really creative ads.