Is the letter giving the Virgin brand good PR? **Vote** and have your say.
Oli Beale included pictures of his mixed-up in-flight meal, which he recounted with passages such as:
"I know it looks like a baaji but it's in custard Richard, custard. It must be the pudding. Well you'll be fascinated to hear that it wasn't custard. It was a sour gel with a clear oil on top. It's only redeeming feature was that it managed to be so alien to my palette that it took away the taste of the curry emanating from our miscellaneous central cuboid of beige matter. Perhaps the meal on the left might be the dessert after all."
Dispelling suspicions of an adland stunt, Beale said the letter was a genuine complaint. However, he did not shed light on how it ended up on the internet and was picked up by several newspapers and blogs.
Virgin's PR department have been involved in the story, confirming that Branson responded personally by phone to the letter.
The letter can be read in full at this site.
**Read Neville Upton's blog on the complaint here**
Comments
Brilliant distraction to the across-the-board pay freeze announced the day before, but who cares -- look, yucky food!
What a spoilt little oik. Who has time to write long letters about the standard of food on a flight. Hardly the most pressing of concerns in the world. Be lucky you get to fly Virgin mate. Most of my flights are with Ryanair.
I agree with Roger. Mr Beale sounds like a precious chap. Maybe he could be the next Michael Winner. Brilliant that Branson phoned him. Most CEOs wouldn't bother. No one else in the world of business gets brand image and PR more than Branson.
I read the full letter a few weeks ago when it was doing the rounds. Very funny. And having just had a pretty similar experience on a Virgin flight form the US, I had to say I sympathise.
An obvious stunt. Well done @richardbranson for responding with a phone-call.
Branson phoned him ?
RESPECT !
I hope he chewed his precious little ear orf too, there are children starving in Africa, get your priorities straight, you time wealthy little drama queen
Not a patch on the brilliant powerpoint 'presentation' sent to \(I think) Hilton a few years ago detailing the treatment handed out to two exhausted Aussie travellers in the US. Anyone know where that can be found?
CJ - 28/01/2009
A genuine complaint... Maybe? Playing on the fact that the complaint would get him nowhere unless he were to write something so creative & funny that the whole country would stand up and take notice... Absolutely! After all he got a phone call from Richard Branson and no doubt some decent compensation with it!
Roger you have no sense of humour...
Which just goes to prove the power of PR. Not making a bhuna out of a currysis it would appear.
Korma blimey, only Virgin could make a silk purse \(CEO responding) out of a sow's ear \(said letter). Big up Dicky boy.
I've seen better complaint letters, and far less indulgent, too. Alan Coren springs to mind.
- 28/01/2009
six pages! was the in-flight entertainment that bad?
funny... the only bit I don't like is him saying Virgin is a good brand when Richard Branson should be executed as an Outlaw for the interest rates and irresponsible lending associated with Virgin Money
Nowt wrong with a good rant- It's good for the soul!! As a consumer he had every right to complain.... but a 6 page rant? I'm sure he started sincerely fuelled by genuine angst, but surely it would've morphed into a tongue-in-cheek stunt by the time it'd come to perfecting then physically posting his completed epic. Richard Branson calling him direct is genius. He may well have got compensation, but sure he would've been just a tad sheepish at this unexpected comeback! Brilliant!
What coincidence it knocked around for a while then broke big when it did ;)
Would anyone care to place a wager on the deal having been done for a new celebrity chef to take on the task of revitialising VA's inflight food?... and the announcement coming to a ad break near you v soon?
If I'd spent such a large amount of my hard earned salary treating myself to a first class flight as Oli no doubt did, I too would be furious that everything wasn't utterly perfect...
So, according to some respondents above, because someone can afford to pay for a Virgin Atlantic flight they should accept whatever quality of service is chucked their way and be grateful that they're not flying with Queasy Jet or, heaven forbid, an orphan in a jungle somewhere? Come off it. If Mr Branson 'gets brand image' so well \(Holly) he'd be ensuring that the customer experience lived up to the expectation driven by his TV campaigns. But I'll give you one thing... he sure 'gets' PR!
If no-one ever complained then service would stay the same. In a recession customer experience at point of touch with the brand is even more important.
Having read the letter by normal standards it's pretty dull and not that funny \(unless by repeating a noun or someone's name at the end of a sentence is humour). Written by a 'creative'? God help the industry if this is the output \(or maybe the author is just one of the 'it's all about me' generation). I can read funnier, less ego-centric and betterconstructed letters in the Times \(and at least the people writing are upfront about their desire to be in print). I'm with Roger on this one. I also wonder whether Oli works indirectly for a competitor airline...
The chap likes writing complaints letters, and he writes really entertaining ones - what's the problem? Who cares how long it took him? Who cares that he's complaining about something that's relatively trite in the global scheme of things? It was funny. He clearly enjoyed writing it, many people enjoyed reading it. I don't understand why people are so incensed that someone has the money to fly on the airline of their choice, and the time and inclination to write a letter of complaint when things aren't right.
No, no, you're right. There are more important things in the world. I shall join Sean in campaigning to end world poverty. Sorry, what? You mean that's not what you spend every spare minute doing? Oh.
@Sarah McNulty, spot on. There's a whiff of self-entitlement about the whinge bag
What a grumpy \(or is it envious?) lot some of you are. It was a joke. He had time - on a plane. With a laptop and a camera. Maybe the recession is getting to people aready? Lighten up...
I prefer this complaint anyway http://www.paulcarr.com/clift-notes-how-i-learned-to-stop-tipping-and-hate-the-clift/
I have to agree that the creativity of the letter was poor. It wasn't funny either. However I do sympathise with him as the food looked disgiusting. Branson is a brilliant self-publicist, however he is not a great businessman - Virgin Trains!
I think this is funny -
A man hasn't been feeling well, so he goes to his doctor for a complete checkup. Afterward, the doctor comes out with the results. "I'm afraid I have some very bad news," the doctor says. "You're dying, and you don't have much time left."
"Oh, that's terrible!" says the man. "Give it to me straight, Doc. How long have I got?"
"Ten," the doctor says sadly.
"Ten?" the man asks. "Ten what? Months? Weeks? What?"
"Nine.. eight... seven..."
So what's really funny is an old Carry-On joke?!!! Please.
Great PR. I suspect Branson has turned an unhappy user into an advocate; at the same time he has created a news story that has seemed to distract from the real issue \(an awful brand experience)l.
Normally after a bad meal the worst thing that happens is a bit of burping, maybe even some light vomiting. However, this time I've ended up with Roger Thornhill publicly insulting me.
Mate, calm down. I wrote a complaint letter in my own time about a bad meal. I never meant anybody to read it other than virgin and I never expected the almighty Roger Thornhill to pass judgement over it.
I'm probably just coming across as even more a "whinge bag" now. I'd rather be that that a bitter, miserable Roger who finds some sort of bizzare solace out of logging onto an industry forum and hurling abouse at his piers.
To quote you on one of your most recent bitter, bitter posts:
"the only thing worse than people complaining is those who bother to whinge about those complaining."
\(I don't fall into that category as I am complaining about somebody complaining about me complaining.)
Oli
Peers, not piers.
Damn. That really takes the wind out my sails. Sorry.
Comments
Dan Leahul - 28/01/2009
Brilliant distraction to the across-the-board pay freeze announced the day before, but who cares -- look, yucky food!
Roger OThornhill - 28/01/2009
What a spoilt little oik. Who has time to write long letters about the standard of food on a flight. Hardly the most pressing of concerns in the world. Be lucky you get to fly Virgin mate. Most of my flights are with Ryanair.
Holly Martins - 28/01/2009
I agree with Roger. Mr Beale sounds like a precious chap. Maybe he could be the next Michael Winner. Brilliant that Branson phoned him. Most CEOs wouldn't bother. No one else in the world of business gets brand image and PR more than Branson.
Richard Hayter - 28/01/2009
I read the full letter a few weeks ago when it was doing the rounds. Very funny. And having just had a pretty similar experience on a Virgin flight form the US, I had to say I sympathise.
Dan Dimmock - 28/01/2009
An obvious stunt. Well done @richardbranson for responding with a phone-call.
SEAN RUTTLEDGE - 28/01/2009
Branson phoned him ? RESPECT ! I hope he chewed his precious little ear orf too, there are children starving in Africa, get your priorities straight, you time wealthy little drama queen
Brian Jacobs - 28/01/2009
Not a patch on the brilliant powerpoint 'presentation' sent to \(I think) Hilton a few years ago detailing the treatment handed out to two exhausted Aussie travellers in the US. Anyone know where that can be found?
CJ - 28/01/2009
A genuine complaint... Maybe? Playing on the fact that the complaint would get him nowhere unless he were to write something so creative & funny that the whole country would stand up and take notice... Absolutely! After all he got a phone call from Richard Branson and no doubt some decent compensation with it! Roger you have no sense of humour...
Matt Stewart - 28/01/2009
Which just goes to prove the power of PR. Not making a bhuna out of a currysis it would appear.
James Newman - 28/01/2009
Korma blimey, only Virgin could make a silk purse \(CEO responding) out of a sow's ear \(said letter). Big up Dicky boy.
Iain Harrison - 28/01/2009
I've seen better complaint letters, and far less indulgent, too. Alan Coren springs to mind.
- 28/01/2009
six pages! was the in-flight entertainment that bad?
Joff Outlaw - 28/01/2009
funny... the only bit I don't like is him saying Virgin is a good brand when Richard Branson should be executed as an Outlaw for the interest rates and irresponsible lending associated with Virgin Money
Helen Coult - 28/01/2009
Nowt wrong with a good rant- It's good for the soul!! As a consumer he had every right to complain.... but a 6 page rant? I'm sure he started sincerely fuelled by genuine angst, but surely it would've morphed into a tongue-in-cheek stunt by the time it'd come to perfecting then physically posting his completed epic. Richard Branson calling him direct is genius. He may well have got compensation, but sure he would've been just a tad sheepish at this unexpected comeback! Brilliant!
P Basford - 28/01/2009
What coincidence it knocked around for a while then broke big when it did ;) Would anyone care to place a wager on the deal having been done for a new celebrity chef to take on the task of revitialising VA's inflight food?... and the announcement coming to a ad break near you v soon?
johnny rambleton - 28/01/2009
If I'd spent such a large amount of my hard earned salary treating myself to a first class flight as Oli no doubt did, I too would be furious that everything wasn't utterly perfect...
Tim Lofts - 28/01/2009
So, according to some respondents above, because someone can afford to pay for a Virgin Atlantic flight they should accept whatever quality of service is chucked their way and be grateful that they're not flying with Queasy Jet or, heaven forbid, an orphan in a jungle somewhere? Come off it. If Mr Branson 'gets brand image' so well \(Holly) he'd be ensuring that the customer experience lived up to the expectation driven by his TV campaigns. But I'll give you one thing... he sure 'gets' PR! If no-one ever complained then service would stay the same. In a recession customer experience at point of touch with the brand is even more important.
Holly Martins - 28/01/2009
soapbox
Sarah McNulty - 28/01/2009
Having read the letter by normal standards it's pretty dull and not that funny \(unless by repeating a noun or someone's name at the end of a sentence is humour). Written by a 'creative'? God help the industry if this is the output \(or maybe the author is just one of the 'it's all about me' generation). I can read funnier, less ego-centric and betterconstructed letters in the Times \(and at least the people writing are upfront about their desire to be in print). I'm with Roger on this one. I also wonder whether Oli works indirectly for a competitor airline...
Frances Swanwick - 28/01/2009
The chap likes writing complaints letters, and he writes really entertaining ones - what's the problem? Who cares how long it took him? Who cares that he's complaining about something that's relatively trite in the global scheme of things? It was funny. He clearly enjoyed writing it, many people enjoyed reading it. I don't understand why people are so incensed that someone has the money to fly on the airline of their choice, and the time and inclination to write a letter of complaint when things aren't right. No, no, you're right. There are more important things in the world. I shall join Sean in campaigning to end world poverty. Sorry, what? You mean that's not what you spend every spare minute doing? Oh.
Roger OThornhill - 28/01/2009
@Sarah McNulty, spot on. There's a whiff of self-entitlement about the whinge bag
Mark Johnson - 29/01/2009
What a grumpy \(or is it envious?) lot some of you are. It was a joke. He had time - on a plane. With a laptop and a camera. Maybe the recession is getting to people aready? Lighten up...
Damon Oldcorn - 29/01/2009
I prefer this complaint anyway http://www.paulcarr.com/clift-notes-how-i-learned-to-stop-tipping-and-hate-the-clift/
Mark Cadbury - 29/01/2009
I have to agree that the creativity of the letter was poor. It wasn't funny either. However I do sympathise with him as the food looked disgiusting. Branson is a brilliant self-publicist, however he is not a great businessman - Virgin Trains! I think this is funny - A man hasn't been feeling well, so he goes to his doctor for a complete checkup. Afterward, the doctor comes out with the results. "I'm afraid I have some very bad news," the doctor says. "You're dying, and you don't have much time left." "Oh, that's terrible!" says the man. "Give it to me straight, Doc. How long have I got?" "Ten," the doctor says sadly. "Ten?" the man asks. "Ten what? Months? Weeks? What?" "Nine.. eight... seven..."
Mark Johnson - 29/01/2009
So what's really funny is an old Carry-On joke?!!! Please.
Andrew Weir - 30/01/2009
Great PR. I suspect Branson has turned an unhappy user into an advocate; at the same time he has created a news story that has seemed to distract from the real issue \(an awful brand experience)l.
oli beale - 02/02/2009
Normally after a bad meal the worst thing that happens is a bit of burping, maybe even some light vomiting. However, this time I've ended up with Roger Thornhill publicly insulting me. Mate, calm down. I wrote a complaint letter in my own time about a bad meal. I never meant anybody to read it other than virgin and I never expected the almighty Roger Thornhill to pass judgement over it. I'm probably just coming across as even more a "whinge bag" now. I'd rather be that that a bitter, miserable Roger who finds some sort of bizzare solace out of logging onto an industry forum and hurling abouse at his piers. To quote you on one of your most recent bitter, bitter posts: "the only thing worse than people complaining is those who bother to whinge about those complaining." \(I don't fall into that category as I am complaining about somebody complaining about me complaining.) Oli
oli beale - 02/02/2009
Peers, not piers. Damn. That really takes the wind out my sails. Sorry.