Virgin America’s Guide to Not Screwing Up Customer Service
How do you promote a new, discount airline? If youre Virgin America, brainchild of the British billionaire and provocateur Richard Branson, its easy: You take five of your most glamorous flight attendants and build a reality show around them
(“Fly Girls,” the docu-drama, debuts in March.) A risky marketing move? Perhaps. But you’d expect nothing less from the Branson empire.
Sir Richard’s U.S. offshoot isn’t just selling cheap tickets; it is selling an experience — and one that few other domestic airlines are trying to match. When Virgin America launched in August 2007, it promised to make “flying good again,” by offering,
