ALL SYSTEMS AREN’T GO

Following your published letter from Mr Debson [“Computer says no”, February issue], I’d like to share my observations about the system upgrade that Virgin Atlantic has implemented.

From the outside, it has been an interesting lesson in change communication. Like Mr Debson, I tried to use my new shiny login on the Virgin website, and I, too, failed to log in. I called the service desk and had an experience that left me both cross and impressed at the change under way at Virgin Atlantic.

It was a manager that took my call, and who was clearly not versed in completing the login processes. Normally I would have complained, but it was what happened next that impressed me. When I asked what was causing the problems, he simply said: “We have had a substantial change in our systems, which in a few months will make both of our lives easier, and improve your experience, but we are having a few teething problems and for now it is all hands on deck.”

Well done to the frontline staff, because it was that team of people on the day that helped me to remain satisfied with the customer service and therefore not complain. This was weeks ago, but this morning the Virgin Atlantic check-in staff at Manchester (always a delight) looked frustrated.

I asked why and, again, I was impressed with how honest they were, telling me that using the system would ultimately help them, but that it was slow. She was right – I won’t wait 20 seconds for a page to load on Google, but that is what she had to contend with every day, several hundred times a day, on a frontline check-in desk.

My message to Virgin is this: I hope your system is creating the intended benefits and well done to the managers for clear, consistent messaging. But please consider that every minute you save through some back-end alteration, your frontline staff feel the strain the most. It isn’t fair on them and I hope it improves; otherwise you’ll burn out the goodwill that the staff have for the company. Rachel Lear, Hull