One of the key elements of good service design is the ability to listen to and implement feedback from users. Virgin boss Richard Branson “always likes to hear feedback” and the Times have published what is (apparently) his funniest ever complaint. The letter resulted in a call back from Branson himself.
Here’s a sample of the letter:
Dear Mr Branson
REF: Mumbai to Heathrow 7th December 2008
I love the Virgin brand, I really do which is why I continue to use it despite a series of unfortunate incidents over the last few years. This latest incident takes the biscuit. Ironically, by the end of the flight I would have gladly paid over a thousand rupees for a single biscuit following the culinary journey of hell I was subjected to at thehands of your corporation.
Look at this Richard. Just look at it…