I probably shouldn't make her communication public but since she did such a good job I hope she won't mind...
---
Dear Mr James Dean (Like the Actor),
Thank you for your email detailing your unfortunate events following the delay of your luggage. Please accept my sincerest apologies for this, and for the unexpected inconveniences caused as a result. I do hope that despite this, you had a pleasant trip.
The handling of customer bags is a top priority, so your particular experience is an unusual one. We do our best to ensure your bags reach their final destination on time and with you. However; with both manual and automated processes in place, things can occasionally go wrong. I'm sorry that this was the case for you.
James, as much as I would like to arrange for you, Simone and Simone to take vacation on Necker Island, I am afraid I am unable to do this. Getting to Necker Island is hard, even in our dreams. Also James, the lady you met in the bar, the astronaut part-time model, humanitarian, I think she gave you the cold shoulder. Even on Virgin Galactic, you wouldn’t be able to get in touch with her with a single digit 1. Surely that number would get you to Richard Branson himself; as after all, he is number 1 with Virgin. Maybe the Upper Class meal stain on your shirt really did put her off. We’re sorry about that!
I was impressed to read that Jesus had visited you in your dreams, in such a suave manner, at the mini-bar. Although if it was my dream, he would probably have turned into a glass of Dom Perignon Champagne and Strawberries, rather than chocolate bars. But seriously James, maybe Jesus was giving you a sign, as the following morning, it was me that you spoke to, and I advised you that your cat had been found and was on its way to you.
On a serious note though James, I’m happy to give you a Tier Point. I hope you cherish it. Like it’s Magic. I have also added the mileage and remaining tier points from your most recent flight with us, which means that you are now a Gold Member (not like the movie). You currently have ###### miles on your account. Your new Gold Flying Club number is #########. In order to maintain Gold status, you need to earn a further 40 Tier Points by the 31 October 2015.
James, please once again accept my sincerest apologies. It never occurred to us how much of an ongoing effect delayed luggage can have. This experience is not typical of Virgin Atlantic, and I hope it has not discouraged you from travelling with us again, as it would certainly be a pleasure to welcome you back on board. And James, in future, please wear trousers when you venture out, to avoid such circumstances happening again and of course for your own comfort! And who puts pens in their beards these days anyway!
Yours sincerely,
******* ***** (The Lady in Red)
Baggage Services Advisor
