Elevating travel experiences

Britain’s second-largest airline, Virgin Atlantic has an ambition to be the most loved travel company. With its employees being at the heart of its business, the airline takes pride in its dedication to providing an exceptional customer experience. Challenged with skyrocketing volumes during the COVID-19 pandemic, Virgin Atlantic embarked on a journey to reimagine and transform its passenger experience with best-in-class digital technology. Now, with the Genesys Cloud™ platform, the airline has an all-in-one cloud solution instead of a mix of siloed systems. This has led to shorter queues, greater efficiency and reduced system costs.

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220% more interactions handled

with Genesys Web Messaging

50% decrease

in average handle time

28-point increase

in CSAT year-over-year

20% of contacts

contained with bot

When we compare Genesys Web Messaging to our previous offering, we are closing 220 percent more conversations. So, we’ve actually doubled our efficiency.

— Louise Phillips, VP Customer Centers, Virgin Atlantic

I’m really excited about the future of customer experience. I think that Genesys has a nice balance between understanding that the better an agent experience we have, the better the customer experience will be.

— Ceri Davies, Manager, Customer Center, Virgin Atlantic

At a glance

Customer: Virgin Atlantic

Industry: Airline

Location: UK with global operations

Contact centre: Around 550 concurrent agents


  • Legacy platforms with limited functionality
  • Multiple siloed contact channel platforms
  • Limited chatbot functionality
  • Lack of insight into why customers were contacting