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The best complaint letter ever? Part II

Wed Jan 28 04:30PM

Yesterday we had an overwhelming response to a letter we posted on Editor's Corner in which a disgruntled Virgin Atlantic passenger, who has now been named as Oliver Beale, penned his views on the disappointing mid-flight food and entertainment he was offered.

In the letter Mr Beale amusingly described the food as similar to receiving a dead hamster for Christmas and labeled a complementary cookie as a "crime against bloody cooking".

He also asked Sir Richard Branson: "How can you live like this? I can't imagine what dinner round your house is like, it must be like something out of a nature documentary."

The letter has been now been forwarded around the world and is being hailed as the best complaint letter ever.

Following yesterday's post we received hundreds of requests for a follow-up and for Richard Branson's reaction.

We've been hassling the Virgin Atlantic press office and they have confirmed that Sir Richard called the writer personally and invited him to come to the airline's catering house next month, to help select the food on future Virgin flights.

"We investigated his complaint seriously, and following Richard Branson's phone call we've invited him to our catering house to select the next range of meals and wines we serve on board," a spokesman for Virgin Atlantic told us. "Then we can ensure his personal taste is well and truly catered for."

According to Virgin Atlantic Mr Beale replied saying that he would "think about it".

In the original blog (link below) a lot of you thought this might have been a PR stunt. "I can assure you it isn't" was the official response from Virgin Atlantic.

To read Oliver Beale's letter in full follow this link: The best complaint letter ever?

Comments21 - 30 of 415

I await the complaint to MR Beale lol
Good to see Richard is still some one who listens.
He seems still in touch with the customers.

From chosen01uk2002 on Wed Jan 28 05:51PM
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the man's an assole he should think himself lucky he can afford a flight.

From terencecarrington on Wed Jan 28 05:51PM
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lol cool

From penguest on Wed Jan 28 05:51PM
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everyone has his or her own tastes. you cannot please everybody. this guy might pick food that he likes, but what about everybody else on the flights around the world that won't like the food he picks.
jim perth.

From jim55houston on Wed Jan 28 05:51PM
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there should have been no need for the customer to complain in the first place its a disgrace

From scotslas2000uk on Wed Jan 28 05:51PM
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Was it really that good!!!

From martinbaxendale on Wed Jan 28 05:51PM
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Brill - This man should be harry hills backup plan or an author on how to write comedy letters !

From jimmythehoove on Wed Jan 28 05:52PM
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The problem these days is all too often companies such as Virgin listen to their highly and often (very often) overpaid PR Guru's and what they say goes. Mr Beale had every right to complain, I probably would have done too if the same food had been put in front of me...which all just goes to prove that you can please some of the people some of the time but not all the people all of the time. Hat off to Sir Richard though for efficiently and effectively following up on this one.......all makes for good publicity....as Sir Richard is only too well aware.....the old dog doesn't miss a trick!!

From maisonstgeorges on Wed Jan 28 05:52PM
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I travelled on virgin atlantic and found the food was great. I would tell the guy to keep his mouth closed and wouldnt have given him the time of day

From babycass55 on Wed Jan 28 05:52PM
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I cant understand what all the fuss is about. OK yes the food looked odd, but the letter isnt all that, its only mildly funny. And it has spelling and grammatical mistakes.

From peh61 on Wed Jan 28 05:52PM
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