Virgin America's negative into positive

Diane Clarkson | July 07, 2008, 02:13 PM

One of my colleagues received an email from Virgin American for an upcoming flight advising that delays in modifying their new planes means that the in-flight entertainment system will not be functioning on her flight. Here is a portion of that email:

Due to delays in the modification of our new planes, the inflight entertainment and select other in-seat services will not be available on your upcoming Virgin America flight. This includes the Red Inflight Entertainment system, which normally features satellite TV, movies, games, Google Maps and a food ordering system. In addition, the plugs at every seat for electronic gear will not be operational for the flight. Why are we sending you this message? We want you to be prepared to have your laptop or iPod fully charged, and ensure you have the latest magazines or newspapers to read while onboard your flight. Weʼll do our best to provide some reading material onboard in case you forget.
The Guest Services Team

Certainly Virgin America realizes its in-flight entertainment is an important brand differentiator. But this email turns a negative into a positive, simply by being upfront and considerate.

Thank you Virgin America. I needed that boost in my faith that there is some care out there.