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Customer service complaint letter
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For this, I have written a reply to a customer complaint letter regarding an issue that they had.
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Virgin Atlantic complaint- replyDear Sir/Madam,
Thank you for taking your time to email us about your concerns during the flight
from New York to London. We -as a company- appreciate the feedback we get from our customers
whether it is positive or negative. I am sorry to hear that your flight did not meet the expectations
that you had anticipated. However, this is not a usual occurrence as we care for our customers and
want you to experience the best journey possible.
Firstly, I am sorry to hear that your in-flight entertainment was not working during your flight. I can
sympathise with your frustration, especially if you were expecting to use it throughout your journey
back.
As a company, we understand how significant it is to provide entertainment for customers. The in-
flight entertainment contributes a lot towards someone’s flight experience. For this reason, we have
engineers that do a pre-flight maintenance check so that any repairs required can be completed
before every flight. Unfortunately, on some occasions, the time between a flight’s arrival and
departure may not be long enough to locate and repair any problems that may have occurred within
the limited time.
Furthermore, if problems were to occur during the flight, the staff on board will do everything
possible to fix these problems for you, to ensure that you are enjoying every part of your experience
with us. However, our in-flight entertainment is ‘state of the art,’ meaning that a specialist engineer
may be needed to solve the issues. Whilst mid-flight, these specialists are not on board the aircraft.
This means that the crew that are present on the flight will have to do their best with whatever
resources are available at that time.
Secondly, I acknowledge your aggravation towards the drink service that is available. On every flight,
we offer a drink to anyone on board at the beginning of the flight. Sadly, the staff may not have the
time to revisit everyone throughout the flight. Nevertheless, during the flight, passengers are
welcome to come up to the galley and ask for refreshments. You can also ask a member of staff and I
ensure you that they will be delighted to help but I apologise if this was not what you experienced.
Plus, whilst flying, we know how important food is, especially during the flights that are longer than
usual. Virgin Atlantic ensures that only the best is available for our customers, so we hire the best
caterers available. Therefore, I find it discouraging whilst reading your comments towards the in-
flight meal. It appears that something must have gone wrong. This situation must have been
upsetting for you, so I apologise for the inconvenience.
Regarding the duty free, I once again understand your dissatisfaction when you were told that you
couldn’t buy anything. Although you were able to something eventually, the fact that you couldn’t
buy something at first and the overall assistance you received from the staff must have made you
feel frustrated and disappointed.
At Virgin Atlantic, we aim to give the best standard of customer service. We train all of our staff to
be friendly, understanding, and professional. We are responsible for your wants and needs during
your flight, so the comments you have made seem rather concerning. It seems like you didn’t receive
the highest standard from our staff. Clearly, both your expectations and ours were not met on this
occasion.
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