As requested by the CS interaction on twitter here are the suggestions I submitted based on the experience I had on their airline this past weekend: Customer (Matt Hippely) 07/07/2013 07:08 PM Don’t make me hold for 90 minutes. Take my number remember my place in line and call me back when it it my turn. Computers are very good at this. Don’t send me an email telling me my flight is canceled and give me a phone number that is overloaded and then makes me wait 90 minutes when I finally get into the waiting queue. Tell me why my flight has been canceled when you cancel it. I understand there are circumstances outside of our control. I do not blame you for crash landings at SFO. I do judge your company and brand based on how you handle it. In this case I am not happy. A partial refund after the long phone wait time followed by an all night drive to get home is how I will remember Virgin America (even though the trip started out well and my family was impressed with the first flight). Also, this is the second submit and the second webpage on your site that has underwhelmed and made me do extra work. Spend the money and optimize your services for mobile devices.
7/8/2013 ~ 2 min read
