As always David, you are the harbinger of excitement even in the most gruesome of situations. Well done.

With the amount you and I fly, albeit separately, it is inevitable that at some point we will end up on the same flight especially now since I've got clients in SF and NY. I look forward to that adventure, and it WILL be an adventure. 

Wow, I'm awestruck with how they addressed the responses of social media. Very impressive.

A pretty cool story! It seems like VA really listened and that's rare for a big airline. Kudos to you and to VA for the corrective action! And hooray for social media and the amazing communication power it has.

Thats interesting & nice to see such kind of response. I think David is becoming Trend Setter by creating solutions in the society day by day!!!

Great story, David. I'm very impresed how they handled the situation. No wonder you can find some info about Sir Richard and Virgin in every text book on uni :)

wow, I read both posts now. Crazy ordeal, at least you were up front and got the attention of VA...Pity the VA crew just seemed unable to handle the situation, I would not of expected that from VA...The Delta remark in the other thread seems crazy for him to say...I bet the toilets were in lovely condition after that flight....

You or they couldn't choose better day to get this out.

15. march is World Consumer Rights Day 2010 - Our money, our rights

http://www.consumersinternational.org/Templates/Internal.asp?NodeID=100119

That's what I call CUSTOMER CARE :)

Hm.. It seems to me that Rokkan will probably lose it's client :).

Just kidding ;)

Hey David,

Just found your website today, its really cool! I've flown VX before and when I was reading your other post about happened I think my jaw nearly dropped to the floor. Glad to hear Mr. Cush handled the problem well. Did he mention anything about enacting any new policies to handle situations like these, or just training the crews?

Thanks!

Seems like they got off easy - a refund and a few bucks and now you're kissing his derriere.

Saw you on the news this am, signed up for Kontain - great lesson in Customer Service, congrats.

Not sure i believe everthing. Nice to be able to get a picture of a dress hanging behind the pilots chair. Interesting, I wonder what the governing authorities would think about this. Oh well some are happy I guess.

That is cool. I think customer loyalty comes from when a company screws up and how they handle it, not that they never screw up. Cause we all screw up. This is just another one for the VA list, I know employees there and I know customer, they seem to be a top notch company. A gem in the industry.

Saw you on the news and had to check it out!

DAVID- SOMEBODY MUST READ THIS & REPORT ACCORDINGLY!!!!  I AM SO SICK OF HEARING THE SUBTRAFUGE STORIES - HERE ARE THE FACTS:

I worked for a commercial airline for 5 years and learned the disturbing fact that the flight crews DON"T GET PAID until they close up the aircraft doors, and the STOP getting paid when the aircraft doors are opened.  I have been "ordered" by ***many*** a flight crew to board the passengers and close the door despite inclimate weather, mechanical delays, flight crew holds, ATC holds, etc. My ex-husband served 

 20 years in a variety of commercial airline positions including as a Maintenence Supervisor, Gate Supervisor, & former flight attendant himself. He vehemently attests to this pathetic fact!   Sure there are extenuating circumstances, however, the fact is that the passengers on this Virgin Atlantic flight were intimidated to stay on board by a self serving crew looking to make their hourly pay.  So Sad!

It's why we fly our own plane...

I find it sad that it had to come to this....exposing issues via the media, however, anyway this stuff can be exposed is great.  I used to travel alot in my job until last year and was in some pretty nasty situations with flight delays due to weather or mechanical issues.  Since 911, somehow the airline 'on-flight' employees have embraced a defensive personality to deal with 'all' situations the same way vs the ability to sort out what is threatening vs general passenger discomfort (this situation).  Flight attendants used to be highly diplomatic.  Now they are like commandants, telling people what they can and cannot do to have the 'pleasure' of being on the flight attendant's company airline.   They are forgetting that passengers are customers.  Unhappy ones will spread the news faster than happy ones.  So back to my intial statement...it's sad it has come to the point that Media must be the way to get attention. Would this exec have bothered to call a 'nobody' who maybe posted a facebook account of this same issue?  I doubt it....so that's where the sad part comes in.  Clout meeting with clout....geez.

They tend to listen more when they are getting a bad customer service rep on a site visited by millions. Before the internet, if this didn't make the papers, not much would have happened.

Great thoughts!

Good Job sir!!

Great that you got a call from the CEO. The rest of

Sounds worse than prison.  In prison, one gets food and water.  That airline should be prosecuted for kidnapping and torture

David, customer service is important, and I've happened to stumble upon a problem. There's something amiss with Kontain's contact support. I've become infuriated lately because I can no longer log in to your website. I would like some help and I'm not getting any through your Kontain contact page. I'd rather not email you directly and I'd really hate to call - my head might explode.

As you say, Virgin should lead an example, but in the case here, I'm pointing a finger towards you right now. I know you and your employees could be busy and all, and that's why I'm posting this here. I'm just putting it out there, you know? Is there any way to resolve customer contact issues through the Kontain website? Or am I wasting energy and communicating to a black hole? Thank you kindly, Unhappy Customer

David, thank you kindly. Matteo, you got it! Just emailed bugs at kontain .com and cc'd to contactus. thanx for the quick replies. i hope this resolves some issues. d -_-b

Wow! I have never heard anything about Virgin America before. It's really new to me. Thank you very much for this brilliant opportunity to broaden my outlook in this area)))))))))))) Such an ambiguous title that I am blushing all the time))))))) But seriously I've already found negative reviews...

Great story, I'm amazed to see how social media can change the course of our lives and give us more confidence in this planet. Your writing on a blog was a mild way of complaining, I wonder what would have happened if you chose to put it on a more aggressive tactic, like using text marketing to all the passengers from the plane and convincing all of them to write about your experience.