For an Extra $20, You Get Locked in the John.

Hey Leslie:

I sent a scathing e-mail to Virgin's complaint desk, giving them the website address of the Mag to refer to for my complaint [Virgin Aversion - 8/00 issue], and got this in reply. I thought our gentle readers (all 186 of them, if the counter is accurate...) would get a kick out of how competitive service industries respond to customer complaints. Notice, not a comment on the seat placement, the rude lady who hung up on me, or the availability of less restrictive tickets at a lower price.

In comparison, when America West was forced to change my flights this summer (which I had also purchased on the internet) they actually made several calls to track ME down, apologized profusely for having to rearrange my itinerary, and placed me and my girlfriend in First Class for both directions of an LA-DC flight. Now, THAT'S service! Fly America West!

M(r)B

From: Glen Sparks, Virgin Atlantic Airways
Re: Customer Complaint

Dear Mr. Buck:

Thank you for bringing your concerns to my attention.

Please accept our sincere apologies for any lapses in service that you may have experienced. While I can sympathise with your frustrations, the situation is basically this: You purchased a low-fare excursion ticket. You were advised before the purchase of the ticket that if you make any amendments to the reservation there will be penalties.

You then tried to make amendments, and there were penalties. In future flights with any carrier, I would respectfully advise that the more flexible tickets are commensurately more expensive.

We do appreciate that you took the time to write to us, and wish you happy travels.

Kind regards
Glenn Sparks/Customer Relations U.S.

Riverman:

I'm glad they wish you happy travels... with, say, another airline.

As for the new front page Get Lost counter, it's in dog-hits.