Virgin Blue apologises (again) for email blunder

CEO issues apology to Velocity customers

Virgin Blue has issued a second email apology regarding its frequent flyer rewards program blunder a fortnight ago, blaming a “process error” for the problem.

On November 13, thousands of Velocity customers mistakenly received an email saying they had been upgraded to Gold status, only to receive apologetic retraction email hours later.

The airline’s mistake led to a swathe of criticism.

In a letter issued today to members of the scheme, Virgin Blue CEO, Brett Godfrey, apologised for the “genuine mistake” and any disappointment caused, but did not offer any compensation.

“After speaking with many of our members, and listening to all their feedback, we'd like to clear the air and let you know what happened,” Godfrey said.

“The problem was caused by a process error, which was identified and fixed, and will not happen again.

“We'd like to assure you that our data security was never compromised, and your personal details were and are safe.”

Earlier this year, Virgin Blue extended its relationship with outsourcing partner Verizon Australia to include the remote management of several of the airline’s core business applications.

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