An “epic” airline complaint letter boosted in visibility by Virgin’s wacky billionaire CEO Richard Branson is a great lesson in how a bit of clever framing will ensure that your problem comes to the attention of relevant parties.
The Inquisitr posted earlier this month about the airline complaint letter and Branson’s amusement following it — with the caveat, of course, that the disgruntled traveler was not a customer of Virgin, but rather a competitor.
Branson’s mention of the airline complaint letter gave it a visibility assist, but letters like the one now circulating do often get a lot of attention due to their amusing and relatable narrative — far more compelling than “this bad thing happened to me and I had a terrible time.”
We are reproducing the letter again in full below, because it is too funny to break up. And when the inevitable travel pitfalls lurk to spoil your holiday, this is definitely a missive to keep in mind — even if the offending parties involved don’t pay attention to your gripe, it’s likely other web users will draw further attention to it until it’s impossible to ignore.
The letter, which involves Caribbean carrier LIAT, reads:
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 himself opined that the airline complaint letter is a reminder for companies that it is “important to take customer feedback on board in order to improve – and also to be able to laugh at yourself,” but given the letter’s reach, we imagine LIAT is probably not chuckling at the moment.
Is this the best airline complaint letter you’ve seen?