The impression I got from this experience was that VirginBlue have a process in place to identify travelers who are having a birthday or other significant event. While the staff were great, I don’t believe this was an impromptu action by an employee.

I think that VB have created a culture that encourages this sort of service. They carefully select and train staff, instill certain values and encourage that WOW reaction.

In my opinion the company deserve as much praise as the staff who performed with such class. I have traveled with their main competitor for decades and rarely had positive notable experience.

In my experience, if the company doesn’t care, the people won’t care.

Thx for the comment.

Every step of any ‘purchase’,whether I’ve paid for it or not, I react to the environment around me. Where the environment is shared or identical, or the goods / service are indistinguishable or a commodity, the only differentiator is the PEOPLE and their attitudes..

* where do you buy your coffee ?
* where do you get your hair done ?
* which airline you prefer ?

The real question is why do VirginBlue staff go the extra mile compared to (apparently) Jet Star ?