How Virgin Atlantic Won Me Over – By Rescuing a Flamingo
Earlier this month I decided to make the trek from London to Orlando with my 4-year-old daughter. This was our fourth trans-Atlantic flight together in as many years (the pull of family – and Target– is strong).
I’d describe our previous trips as ‘uncomfortable’ at best – and ‘excruciating nightmare’ at worst. But, I convinced myself that she was now old enough to handle the 10-hour flight (and 16-hour travel day). As long as I was armed with a fully charged iPad of Elsa, Ariel and a Baby Boss, that is...
Off to a good start
Our day started out well - we got an early train to the airport and breezed through check-in (leaving me enough time to buy a pair of sunglasses I didn’t need, and FrozenHavaianas for her). We got on the plane to find it was half-empty (or half-full, depending on your outlook). A kind flight attendant named Ben noticed that we were sitting in a crowded part of the plane, and suggested we move to another section where there were plenty of open seats. I noticed a section of three empty rows and chose the middle row, thus avoiding reclined seats in our laps and kicks in our backs! Perfect.
Things were going well when my daughter asked me to pause My Little Pony – code for ‘I need the toilet’. We walked back the 10 or so rows to the toilets, appreciating that a half-empty flight meant there were no lines. A few minutes later, we walked back toward our seats.
Then the drama began.
Is ‘flamingo-napped’ a word?
As we reached our row, she immediately noticed something was off. Her beloved stuffed animal – a pink flamingo – was gone.
She had been sitting next to the window, so I was sure the flamingo had just fallen on the floor. I crawled down on the floor, reaching behind and then in front of the seat. But I couldn’t find the flamingo. I pulled up the three blankets on our row – sure it was hidden in one of them – still nothing. A mild panic crept in as I could tell my daughter was concerned.
‘He must be hiding in one of our bags,’ I said, in an effort to cajole her.
I checked my handbag, her backpack, and our bag in the overhead compartment. Still nothing. I was sure we hadn’t taken the flamingo to the toilets – but I was running out of options, so I went back and checked them. It wasn’t there.
I asked the families sitting across from us, as at this point, I wondered if someone had taken it. Never mind they would have crawled over my purse and iPad to get it...
‘Are you sure you had it?’ one of the parents asked me.
Suddenly I was like Jodie Foster in that movie Flightplan when she can’t find her daughter on the plane and everyone tries convincing her that her daughter was never on the plane. (Spoiler alert – her daughter was on the plane! Jodie was right!).
‘No, we had the flamingo,’ I said confidently, vividly remembering that I told my daughter she could bring three ‘friends’ to Florida, and that she narrowed it down to Peppa, Georgeand the flamingo just that morning.
I had now been searching for 20 minutes – and was getting worried. Unpacked everything from my handbag, our suitcase, her carry-on. Shaken three blankets, talked to two families (one had even checked their kids’ bags, seemingly thinking they might have taken it). Nothing.
Now my daughter was really getting concerned – tears were forming as she looked at me and asked, ‘Where’s my flamingo, Mommy?’
We were only halfway through our flight. I had to find this damn thing.
‘I think the flamingo has gone for a walk,’ I said. ‘We’ll find him.’
Ben to the Rescue!
Then our friendly flight attendant Ben approached.
‘I know this sounds crazy,’ I said as I pulled him aside, ‘but her stuffed pink flamingo toy is missing. It was here when we went to the toilet, and gone when we came back. Can you let me know if you happen to see it?’
Ben immediately looked in our row, and the areas around, attempting to find it. Then he went to investigate further.
Five minutes later Ben returned – with the flamingo! He found it about 20 rows behind us – in the hands of another child.
He told them that a little girl was missing her flamingo and the parent replied, ‘I wondered where he got that!’
But never mind – crisis averted, and my daughter was happily reunited with her flamingo!
Creating Moments Your Customers Will Remember
It took Ben less than five minutes to find that flamingo – but the happiness (and relief) he brought to my daughter (and me) was immeasurable. As an adult you understand that things get lost, but to a 4-year-old, losing a special toy is catastrophic.
Airlines are constantly under fire – luggage gets lost, flights get delayed or cancelled – there’s no shortage of complaints (and complainers). But our experiences are made of moments – it’s the moments we remember and talk about. Ben (and by association, Virgin Atlantic) created a positive moment that day.
That simple act of care meant a lot to me as a mother – and as a customer. I have had a delayed flight and lost luggage with Virgin, but that moment with a rescued flamingo will make me choose Virgin in the future – and encourage others to as well.
So while airlines debate if they should invest in better food or seats, perhaps the wisest (and most commercial) investment they can make is in their people– helping them understand how to create the moments that matter.
I’m happy to report the flamingo thoroughly enjoyed his (or her?) time in Florida and had a less-eventful return flight to London. My daughter has enjoyed talking about the highlights of her trip – seeing her family, swimming in the pool – and Ben rescuing her flamingo.
Do you know employees in creative cultures are happier and more productive? My new Ignite Your Creativity workshop is designed to help teams strengthen their creativity – and build the creative culture. Drop me a line at beth@listenengage.com and let’s chat about how I can help you use your creativity to strengthen your team culture, solve problems, and innovate.