Virgin Atlantic and Singapore Airlines – Service Avatars

I arrived in New York coming back from Naples a couple of hours ago and am sitting in the Virgin lounge at JFK International Airport, Terminal 4 waiting to board my first class flight to Franfkurt with Singapore Airlines. Checking in, the ladies at the reception desk told me that the lounge will be closed early today, because the last Virgin flight was cancelled. I said that I am disappointed, but what else could I do? So I prepared myself mentally to sit in a crowded hall for almost an hour.

Now I was told that Virgin synchronized the closing of the lounge with the boarding time of my Singapore flight. I consider this as a role model for customer service. It can be so easy to stand out.

Virgin Lounge JFK

Virgin Lounge JFK


Singapore Boeing 777-300


























(c) 2013 Prof. Dr. Guido Quelle, Mandat Consulting Group