INFLUENCES ON VIRGIN’s POLICY TO PROVIDE CARECHAIRs (cont.)

• Commercial concerns:

  • Possible operational delays resulting from time spent to check acceptability criteria
  • Unhappy customers due to refusal to allow use of their ‘acceptable’ seat
  • Commercial problems normally mean lost revenue

• UK Civil Aviation Authority’s (CAA) press release Company’s value to be innovative =

  • HOW CAN WE BE DIFFERENT AND DO THE BEST FOR OUR CUSTOMERS AND OURSELVES?

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