Airline complaint letter gets viral boost from Richard Branson

By Kristen Butler,  |  July 1, 2013 at 4:37 PM
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A tongue-in-cheek complaint letter to LIAT, a small airline serving the Caribbean, was so funny that another airline's CEO, Sir Richard Branson, tweeted it to his more than 3 million followers.

The Virgin Group CEO was once the recipient of what some called the world's best airline complaint letter, in which the writer described a "culinary journey of hell" that culminated in a "back-street," "underground" "crime-scene cookie."

Penned by tennis pro Arthur Hicks and published earlier this year in a weekly British Virgin Islands newspaper, the letter to LIAT illustrates why it's important to be able to "take feedback" and "laugh at yourself," according to Branson.

"Dear LIAT,

May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.

Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!

I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.

I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night — and that all those noisy bars and restaurants were closed.

So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”

P.S. Keep the bag. I never liked it anyway."

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