I've had a very good experience with the VA feedback process.
As I can't drink milk, I am forced onto soy and was really disappointed to see the VA lounge in Melbourne using So Good to make their coffee (which achieves a double whammy in barista coffee of both coagulating to make it lumpy - yes lumpy! - but also making it taste like burnt plastic). I made the point with the barista (who agreed) and recommended I submit feedback. I did, not expecting anything, and lo and behold received a response very quickly and the very next trip was actually able to drink the coffee as they've changed to Vitasoy.
I know we ask for a lot (and some of it is admittedly unreasonable), but I was stoked to see that on the small things that can be changed the feedback was received, acknowledged and acted upon so quickly to improve the guest experience. Thanks VA!
As I can't drink milk, I am forced onto soy and was really disappointed to see the VA lounge in Melbourne using So Good to make their coffee (which achieves a double whammy in barista coffee of both coagulating to make it lumpy - yes lumpy! - but also making it taste like burnt plastic). I made the point with the barista (who agreed) and recommended I submit feedback. I did, not expecting anything, and lo and behold received a response very quickly and the very next trip was actually able to drink the coffee as they've changed to Vitasoy.
I know we ask for a lot (and some of it is admittedly unreasonable), but I was stoked to see that on the small things that can be changed the feedback was received, acknowledged and acted upon so quickly to improve the guest experience. Thanks VA!