Working in partnership with London TravelWatch

One for the good deed feed?

03 November 2015

On Sunday friends of a colleague found out their flight to Gatwick was cancelled. The replacement flight yesterday would have taken them to Liverpool in time to get the 18:47 train back to London. Unfortunately this flight was late and they missed the train.

Tired and distressed, they asked the station staff what to do. They had an advance ticket for a specific train only, and worried they’d have to stump up for a whole new ticket. Instead, Virgin Trains staff at Liverpool Lime Street not only authorised their tickets for the next train, but also upgraded them to first class. They were overjoyed – all the stress taken away with one simple act. A textbook example of how to deliver outstanding customer service.

“The upgrade was such a lovely gesture and literally reduced us to joyous tears as our spirits were lifted and we realised all the hassle was nearly over. I've never felt so indebted to members of staff and hope they feel as valued by their company as they made us feel.”

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