Virgin Australia

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

  • Winner, Airlineratings.com Best Business Class 2018
  • No. 4 Global airline on Airlineratings.com
  • $671.2m revenue growth since 2015