Virgin
How do you deliver a memorable experience to your customers?
Overview
We helped Virgin Australia innovate across their long haul flight experience to engage better with their customers.
Challenge
Virgin Australia had an ambition to become the long-haul airline of choice for all the markets that they operate in.
Solution
Virgin’s new brand proposition ‘bringing back the romance’ was resonating with customers, but wasn’t reflected in the flight experience. We spent time with customers and crew on the ground, and in the air, in 'real time', to understand passengers’ attitudes and needs, and identify points at which the current Virgin experience under or over-delivers.
Result
A pipeline of actionable and feasible business and premium economy innovations will be rolled out on all Airbus A330 and Boeing 777 airlines from 2015.
