I know I’m a little late to the party with this but, clearly Virgin America has done a remarkably good job of extending their highly designed brand to every part of their travel experience. Problem is: the experience is so well-crafted that the only thing that looks out of place is the clientele. You know, chubby americans with waffle-soled running-shoes and kids in tow.

Is it possible for your customers to inadvertently break your brand promise?