Virgin Atlantic client story

Virgin Atlantic has for many years been seen as the consumer champion in the highly competitive airline industry. They have a reputation for innovation in service from the little bags that you receive on the flight to limo pick-up, drive-through check-in and the in-flight beautician for Upper Class passengers.

We began working with the Design team at Virgin Atlantic in 2002 and were asked to research and develop service opportunities to take their Economy Class offer forward. We developed dozens of opportunities from tiny details to new business opportunities creating a robust set of service design concepts.

During this work, Virgin Atlantic confirmed their order of Airbus A380 super jumbos and in doing so triggered a six year project to design Virgin’s A380 proposition and the aircraft. Engine were asked to complete a service concepting project to develop a vision for the Virgin A380 experience.

In anticipation of the launch of Virgin’s fleet of A380s and British Airways move into Terminal 5 at Heathrow, Virgin Atlantic has invested large sums to develop their infrastructure at Terminal 3. Engine were asked to work with the Service Innovation team to develop the customer experience for the new Virgin Atlantic Terminal. We worked with Virgin and Foster and Partners to translate the service thinking into concepts for the interior architecture.

Our projects with Virgin Atlantic
Show us the future of flying
Future Virgin terminal 3 experience