Long-haul carrier Virgin Atlantic – which offers flights to India and South Africa, among other destinations – has been given an award for its customer service, it has been announced.

Long-haul carrier Virgin Atlantic – which offers flights to India and South Africa, among other destinations – has been given an award for its customer service, it has been announced.

The Institute of Customer Service (ICS) gave the airline the accolade after taking into consideration customers’ accounts of favourable complaint handling, competence and friendliness of staff.

It scored 79 points out of a possible 100, beating rivals British Airways and Eurotunnel.

Virgin Atlantic chief executive Steve Ridgway said: “Winning the ICS award at the start of our 25th birthday year is testament to our ongoing commitment to [the customer experience] and a great tribute to all our front line people.”

According to recent statistics from the Association of European Airlines, Virgin passengers have only a one in 133 chance of losing their luggage (amounting to 7.5 bags per 1,000), while British Airways has lost 18.9 bags per 1,000 since April.

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