The ad campaign by Virgin Atlantic took place in South Africa and created great publicity. Passengers waiting to receive their luggage, with the only intention to storm off out of the airport welcomed the surprise with warm smiles. This was the highlight of that waiting period.
This is a very good example of the overall brand image that Virgin Atlantic wishes to place in the minds of the consumer. It is different from other air carriers by offering innovation and fun but also knows the manners to get things done perfectly without causing harm or dissatisfaction. Every airline passenger knows that there is no sourer ending to a flight than a lost baggage. Virgin Atlantic did well to address the issue with a delicate sense of humor and finished with some creativity. Luckily, the eggs didn’t break.