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.