Safety Issues

To keep the customers loyal to a company, that company must ensure that they maintain the high standards of services that attracted the customers to them . In the case of Virgin Atlantic, this means that they must provide not only first class services, but to assure their customers of their safety while on board. Virgin Atlantic has also been able to attract loyal customers because of it stringent safety policies and good services. However, lapses in safety precaution almost caused a disaster when Virgin Airbus A330 destined for Florida was forced to make an emergency landing at the Gatwick Airport. A “technical problem” was blamed for the emergency landing (Mail Online). In the process, at least 15 people were injured (Mail Online). Such developments are not good for CRM because it causes the customers to associate Virgin Atlantic safety risk.