I know this is an old thread now but I read it again and was curious to see if the complainant had been given anything for his effort and indeed he did. He got offered a job! He was invited to chose food for future flights tho' the Telegraph couldn't confirm if he took Virgin up on the offer! It does pay to complain after all! I always think that there's not enough complimentary letters tho'. Why is it that no-one bothers to write when they get great service? I think I've received about four letters of praise in all the time that I've been at the airport and I consider I give great service all of the time!