PrintIt's all about the employ
This is a different story as it has happened to everyone at some point. My wife and I were leaving on our honeymoon and flying Virgin from SFO to LAX last November. When we got to the airport we found out that our plane was delayed for 2 hours due to weather from Chicago. We had to get to LA right away to catch our connecting flight to Tahiti. The Agent at the Virgin desk used his cell phone and helped us call several airlines to get us a flight to LAX. He then found us a luggage cart for our tons of baggage and almost walked us all the way to the next terminal to get us on another airlines flight. Wow. This was way above and beyond the call of duty that turned what could have been a terrible situation into a great one.
Then on the way back home from Tahiti, our plane (Tahitian Air) was delayed flying into LAX so we missed our Virgin connection back home to SFO. We told the Virgin Agent about our troubles and she gladly put us on the next Virgin flight to SFO without any extra charges or difficulties. I'd have to say if it were any of the other main airlines that fly the LAX to SFO route, we would have been shafted and had to pay a bunch of other charges. They also would not have be as pleasant as the Virgin employees were to us. Then to put the icing on the cake, a couple months later my wife and I decided to fly down to LAX for a weekend jaunt so we called up the Elevate number to see about using that unused first leg portion from our trip in November. After going through our story of what happened, they gladly reinstated the ticket and didn't charge us to do it. This is highly unusual and very much appreciated on our end. This is customer service like the old days which has won over our business.
If we fly to any of the cities that Virgin flies to we will use their airline because its all about the employees and a pleasant experience and lets not forget economical!