virgin customer service

[palmer gang]

on our recent trip to Hawaii we was very disapointed with the airport transfers we had,we had no pick up time for our departure from LA outgoing we had to telephone the shuttle bus company ourselves .when we arrived at Maui airport there was nobody from Virgin to meet us and we had to walk around allthe transfer agents until we found the right one,we again had no transfer details for the return part the front desk at our hotel sorted this out for us.We had no contact from a Virgin rep throughout te 2 weeks we may have travelled independant. I wrote a letter to Virgin when we returned and received a letter explaining that as Maui is not a major destination for them there are less reps available and said that somebody should have met us at the airport and would pass on our comments and looked forward to us holidaying with them in near future .Basically we have had your money hope you spend some more with us soon:tut-tut:

[Simon Veness]

You do wonder what has happened to customer service in general as this seems to be a common complaint in a wide range if areas these days. I think a lot of companies are just trying to do too much with too few people and it often shows in this way. It is becoming very hit-and-miss, even with companies that have had a good reputation in the past; once they get too big, customer service seems to be the first thing to suffer :(