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News reports suggest that — following last week’s SpaceShipTwo crash — more than thirty of the seven hundred people who placed deposits with Virgin Galactic to fly on SpaceshipTwo have pulled out, demanding their money back.
In response to the claim that more than 30 customers are considering their position in the aftermath of the crash, a spokesperson for Virgin Galactic admitted a number of people have asked for their money back. “We can confirm that less than three per cent of people have requested refunds,” the spokesman said.
This is not a surprise, nor should it be. A company can only survive a crisis like this by responding honestly, quickly, and directly. If Virgin Galactic does this, finding the cause of the crash and fixing it, they will likely hold onto most of their customers. If they don’t, those remaining customers will leave. This week’s cancellations are the first immediate response to the crash. The future of the company, however, will be determined by what happens in the next six months.