Tag Archives: Virgin

Virgin America Gets PR Right

12 Jul
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Unauthorized Bedtime Nonsense – Click for full size at Pinterest

Safety can be fun, even for big businesses like airlines.

I’ve written in the past about how refreshing it is to see a big company get public relations and customer communications right. In that case it was  Delta Airlines endorsing their mile runner superfans. I’m pleased to report another discovery of a similar company offering up some positivity and humor with their own messaging: Virgin America.

During a recent #PinChat on Twitter, the featured guest was Jill Okawa Fletcher, Virgin America’s Director of Social Media. Ms. Fletcher was sharing insights about Virgin’s use of Pinterest and I immediately referred her to my pin of Virgin Atlantic’s wacky insert card campaign (at right). We then had the following exchange:

And Ms. Fletcher then referred me to Virgin America’s easygoing in-flight safety video:

 

Corporate Wackiness Can be Entertaining

As you may know, I’m a big geeky fan of this type of thing, and true to its brand spirit, Virgin makes the most of an opportunity here with its captive audience. Yes, safety is important, but that doesn’t mean we can’t have a little fun with it.

Coincidentally, back to Delta…. I first noticed this in Delta’s in-flight safety video, where an attendant’s shiny tooth actually goes “ding!” after demonstrating proper use of a seat as a floatation device. That’s so funny to me just because it’s very subtle and wacky in an otherwise fairly standard video. I’m such a fan that once on a Delta flight, I was ready with my phone to get a picture of the exact moment… voila:

Delta Airlines Safety Video - Ding!

My favorite part of Delta’s in-flight safety video. The guy’s smile literally sparkles. And makes a “ding” sound. Brilliant.

What do you think? Can you name any examples of companies having fun with their otherwise serious messaging? Does this influence your perception of the company or a brand? Let us hear from you in the comments!

An Airline Gets it… Right?

17 Oct

In these days of security pat-downs, rising travel costs, and seemingly ever-declining customer service, it’s with great interest that I read the story of Mile Runners — freakishly dedicated travelers who go to great lengths (literally) to rack up frequent flier benefits. My favorite part of the article, however, was the official response from Delta:

We take mileage runs and our customers’ commitment to maintaining their SkyMiles Medallion status as confirmation that we’re offering highly desirable benefits to our customers. The lengths our customers will go to gain and maintain their miles are impressive, and we take it as a compliment. [read full story]

I mean, wow — here’s an industry with very real challenges gracefully acknowledging the positive aspect of their powerusers. More importantly, they’re taking the right approach from a customer service and media perspective. And rightly so; everyone wins in this story:

  • Delta gets confirmation that frequent flier benefits are attractive
  • They get some free advertising for said benefits
  • Mile runners get a bit of glamor with their specialized knowledge

All of the above is a win-win for any company and its superfans, especially a company facing the sometimes very public challenges Delta and other airlines surely do every day. Props to Delta and spokesperson Chris Kelly Singley for getting this one right.

I don’t know that I’d ever take up mile-running, but it’s good to know the industry might be behind me if I did.

What do you think? Did Delta do right? Or do you have a similar example to share? Let us hear from you in the comments!

Recent travel photos. More over at Instagram, or on the web at Statigr.am

Thanks to Mary Julia Smith for inspiring this story. See also: Shira Levine, MilePoint.

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