US Airways vs. Virgin America - Only one of them gets it.
pile:
US Airways responded to my complaint
Dear Mr. Pile,
Thank you for contacting US Airways. Please accept my personal apology for any difficulties or inconvenience caused by the delay of your flight. I realize you expected your flight to depart as scheduled; so did we. Any delay, even when weather created, is costly both financially and in customer satisfaction.
In this case, very poor weather conditions precluded the scheduled departure of your flight. Most weather delays are initiated by Air Traffic Controllers who monitor conditions all along the flight path filed by each plane. While we are compelled to abide by these decisions, we support all considerations relative to safety. Safety considerations, of course, override all flight decisions. Despite the best planning procedures, weather situations cannot be predicted, as in this instance.
Please accept my apology that your flights were disrupted and less than enjoyable as result of the malfunction of equipment onboard. It is unfortunate that the problem with the system was not detected until after departure. These In-flight services are certainly a significant component during your flight and our crew made every attempt to correct the problem. We regret the service aboard was not up to our standards and appreciate the understanding.
We appreciate and value your business. We’re working hard to earn your continued patronage. Thank you for giving us the opportunity to do so.
Sincerely,
Manny XXXXXX
US Airways Customer Relations
Compare the above form letter that Andrew received from US Airways, which didn’t really even address his multiple genuine and legitimate complaints, to this beautiful piece of proactive customer service, crafted by Virgin America.