Richard Branson knows a thing or two about complaint letters, but this time he’s laughing at someone else’s expense. The CEO of Virgin Airlines recently posted an epic complaint letter directed at the Caribbean company LIAT.
Branson caught wind of the complaint letter and found it so funny that he decided to post it on his blog. The billionaire said that the letter was penned by Tennis pro Arthur Hicks after a less than stellar experience in the Caribbean.
Branson writes: “It is important to take customer feedback on board in order to improve – and also to be able to laugh at yourself.”
Hicks takes a pretty sarcastic approach in his complaint letter. Instead of complaining about the airline’s service, Hick decides to compliment on the airline on giving him a tour of six different airports and giving him the chance to explore all of the Caribbean’s airport terminals.
May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.
Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!
I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.
I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.
So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”
P.S. Keep the bag. I never liked it anyway.
Branson was the subject of one of the best complaint letters of all-time but that didn’t stop him from sending a shot at LIAT.
Branson writes: “I guess this is why LIAT is reputed to stand for Languishing In Airport Terminals!”