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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