Just read an interview with Arthur Leathley, Communications Director at Virgin Trains, where he recalls how the company's staff dealt with passengers involved in the Grayrigg incident in 2007.He talks about one gentleman who lost a Parker pen which he'd had 50 years, and was irreplaceable. A member of staff got in touch with Parker in the US, managed to find an exact replica of that particular pen and ordered it. No waiting for a purchase order to be signed off, no red tape to go through. It only cost the company £100 but to the passenger it was priceless.
A nice touch that really epitomises everything the Virgin brand stands for, and no doubt will have a lasting impact on the customer.
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