Rebuilding trust in true Virgin Atlantic style
Virgin Atlantic has reshaped its end-to-end customer experience, from arrival at the airport to landing at the passenger’s destination. Besides keeping them safe, Virgin Atlantic allows its travellers to enjoy the exceptional service the airline is known for! Alex McEwan, Country Manager, Virgin Atlantic, India, is excited to welcome passengers back on their Delhi and Mumbai flights that started this month and marking the beginning of their recovery route.
Relaxation of travel restrictions will naturally be the largest catalyst for the recovery of the travel industry. Virgin Atlantic is calling for both UK and US governments to introduce robust passenger testing regimes to lift travel restrictions whilst protecting public health. Restoring traveller confidence is an essential part of the recovery of the industry.
Talking about strategies to be successful post-crisis, Alex says, “Like all travel businesses, the pandemic has had a huge impact on our financial position. We are pleased to announce that we have completed a £1.2bn private-only solvent recapitalisation of the airline and holiday business. This significant milestone puts Virgin Atlantic in a position to rebuild its balance sheet, restore customer confidence and welcome passengers to the skies safely, as soon as they are ready to travel. We have also taken measures to simplify our fleet, accelerating the retirement of 747-400s and A330-200s. By 2022 our younger, greener fleet will comprise solely of twin-engine aircraft reducing CO2/RTK emissions by an estimated further 10 per cent, building on the 18 per cent efficiency already achieved since 2007.”
Virgin Atlantic’s endeavour in ‘the new age in the travel’ is to provide a safe, healthy and hassle-free experience to its customers. To do so, they have undertaken some bold initiatives and changes so that the customers can book with confidence with them. To make the customers travel hassle-free and provide them with peace of mind, they have announced complimentary COVID-19 global insurance cover which will apply to all existing and new bookings, travelling from August 24, 2020, up until March 31, 2021.
The insurance policy with Allianz Assistance offers comprehensive cover if a Virgin Atlantic customer or travel companion becomes ill with COVID-19 while on a trip. Emergency medical costs, associated expenses such as transport and accommodation and repatriation up to £500,000 are included, as well as costs if a customer is denied boarding or held in quarantine.
“Our flexible booking policy gives as much choice as possible to customers as they make their future travel plans. Customers booking with the airline have the option to make two date changes to their flights, with rebooking available up until September 30, 2022. These date changes have the associated change fee waived, though potential fare differences may be incurred if the new travel dates are after November 30, 2020. Customers may also change their origin or destination or make one free name(s) change on the booking,” informs Alex.
To ensure the health and safety of their customers and their people, Virgin Atlantic is implementing additional measures to offer peace of mind in the airport and when taking to the skies. These include enhanced and thorough cleaning practices at check-in, boarding gates and onboard including the use of electrostatic spraying of high-grade disinfectants onboard in all their cabins and lavatories, ensuring no surface is left untouched. “Safe distancing will also be adhered to wherever possible, particularly at check-in and boarding and where not possible, masks will be required. We will provide a personal Health Pack for the wellbeing and comfort of all our customers, which will contain medical-grade face masks as a requirement to be worn onboard, surface wipes and hand gel,” assures Alex.
For their Flying Club (loyalty programme) members they have introduced measures to make programme even more rewarding. On this, Alex further shares, “We have introduced tier points for redemption flights and extended Flying Club tier status and benefits by a further six months providing greater opportunities for customers to progress or maintain their tier status. Also, we have expanded our onboard food and beverage service in all cabins for customers whilst continuing to ensure the services are designed to limit interaction, and the food is enclosed and controlled from preparation in a COVID-19 -safe, monitored environment to the moment it is served.”
The airline is committed to supporting its customers and look forward to welcoming them onboard and flying them safely to their destinations in truly Virgin Atlantic style.