RBH reader Jon Feldman pointed us to this story about Virgin Airlines properly setting Diego’s expectations and showing some real empathy in doing so:

I was a happy guy: happy to be on a clean airplane with an enthusiastic crew, happy to get something I didn’t think was going to happen, and happy that Virgin knew how to reach me with the right message at the right time.

See what Virgin did to make Diego’s flight (increasingly important in a time when the airline experience is becoming increasingly customer-hostile).

More on Virgin:
Virgin’s website can be improved
Every aspect of the customer experience matters