I’m Looking Forward To Virgin America

Virgin America just announced plans to fly from Boston’s Logan Airport, my local airport. The young carrier is known for it’s in-flight amenities like leather seats, neon mood lighting, power outlets, touch-screen entertainment systems, Internet access, and leather seats. The screens can also be used for “chatting” with other passengers and ordering food; keeping the aisles free from carts.

 Just like JetBlue (which I am a fan of), Virgin offers very competitive fares compared to larger carriers like American Airlines and United.

In Forrester’s customer experience rankings of over 100 firms, Southwest Airlines ended up with a “good” rating, but the other six airlines on the list wound up with either a “poor” or “very poor” rating (note: JetBlue was not on the list due to insufficient responses). So when it comes to customer experience, the industry has a lot of opportunity to improve.

That’s why I’m looking forward to hearing what David Cush, CEO of Virgin America, has to say at Forrester’s Customer Experience Forum in New York. He recently agreed to be a keynote speaker at the event. To get a sense of Cush’s outlook, here’s an excerpt of his comments from the Virgin America website:

As a new airline, trying lots of new things, our pledge is to keep doing what’s working, stop doing what isn’t, and continue to come up with new stuff to make you say: this is how to fly.

The bottom line: There’s no excuse (except for weather) for a bad flying experience.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 thoughts on “I’m Looking Forward To Virgin America”

  1. My wife flew from Boston to LA in March. She was there to handle the affairs of her Father who had died of cancer. While there her doctor called and told my wife she had cancer. She asked her to return 2 days early to start testing. When my wife called to re book she was treated rudely and told it didn’t matter what her reason was. They charged her $417 to reschedule a $259.20 flight. My wife was too upset to look for a different flight. I wrote Virgin America and they said they would wave the $75 change fee “so she can book in the future. I don’t even know what that means. I would have to submit “pertinent documentation”. I am not worried about booking on Virgin America.

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