You're hours away from taking the trip of a lifetime to Europe. French vineyards. Swiss mountains. Greek islands. You've saved up all your vacation time. You can't wait!
You're about to walk out the door, and your phone buzzes. It's a text message from the airline.
The plane that's supposed to take you away to paradise has been taken out of commission because of a mechanical issue (that's their fault!), and you can't leave until tomorrow.
How would you react in that scenario?
If you're like most of us, you'd lash out—demanding accountability from the airline and airing your grievances to anyone who would listen.
But one airline's flyers tend to respond very differently.
The Power of Trust, Love, and Respect
Unlike most of its competitors, Virgin America—which has finished atop the annual Airline Quality Ratings for four consecutive years—tends to catch less flak from customers when something goes wrong. Take, for instance, this recent exchange via Twitter:
Josh Zywien is a content marketer who writes for MarketingProfs: Made to Order, Original Content Services, which helps clients generate leads, drive site traffic, and build their brands through useful, well designed content.