Airline passenger news and views

My fiancé Marcus, the Barrister, related a story that has been doing the rounds. The source is apparently Virgin Atlantic’s legal affairs department briefing against themselves. It is always encouraging when this happens as it shows the company has a grown-up recognition of its own administrative frailties.

Virgin have a pretty good record for complaints management but following the snow delays at Heathrow they have been under a lot of pressure and mistakes have happened. This one related to their attempts to separate and verify the cancellation, delay and substitute flight compensation claims.

It seems that a gentleman booked to fly to New York had his flight cancelled and would have been a simple compensation case but for some bright spark offering alternative travel to Hong Kong which he, quite reasonably, declined.

As the story goes, mistakes happen and occasionally the complainant is a solicitor which makes it more embarrassing.  On this occasion, the gentleman was not just a solicitor, or even just a barrister, but a senior QC. He also had a better grasp of geography than Virgin’s original complaint handler.

I gather that it was all resolved quite amicably but I am sure this story will continue to be embellished and become part of Virgin folk lore.

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