Virgin Atlantic

1227 Words Nov 21st, 2010 5 Pages
Introduction
The company I’m going to investigate is Virgin Atlantic. Virgin Atlantic is a British airline, which was founded almost 25 years ago; it is a leading player of Sir Richard Branson 's Virgin Group, who own 51% of it and Singapore Airlines owns 49%. Its headquarters are located in Crawley, West Sussex, England, near London Gatwick Airport, they also have Technical Engineering Centers and other buildings and offices for cargo and Logistics in Manchester and Norfolk. It operates between the United Kingdom and North America, the Caribbean, Africa, the Middle East, Asia, and Australia from main bases at Gatwick and London Heathrow Airport, using a mixed fleet of Airbus and Boeing aircrafts. Despite Virgin Atlantic’s growth the
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These are effective methods because the feedback given in these forms is originally written or typed by the customers and can be stored to analyse and improve the service. Virgin Atlantic could also introduce Comment Cards on the planes, so customers can tick boxes and comment about their experience flying with Virgin Atlantic. The Feedback they gather is used for Accounts and Records, Advertising, Marketing and Public Relation, Administration of Membership Records, Research, Software Development and Testing and the consideration of complaints Purposes. Staff is not made aware of the feedback gathered but they should be since they have a role in the organisation.
Customer Improvement
To improve its Customer Care, Virgin Atlantic trains its staff at The Base- its new state-of-art training centre. According to Virgin Atlantic, Investment in its employees futures is vital for business to keep growing therefore from first day employees can focus on their training and development. Virgin Atlantic treats its employees as single most important part of Virgin Atlantic. Richard Branson believes: "The people who make up Virgin Atlantic make Virgin Atlantic. This isn 't a company that just talks about putting employees first or glibly claims that our people are our greatest asset. This is a company that simply wouldn 't exist without the energy, the determination, the wit and the wisdom of our people”. Everyone at Virgin

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