Posts Tagged ‘Virgin Atlantic’

You are Just Making this Situation Worse, British Airways

Tuesday, November 1st, 2016

Oh dear, British Airways, you could have settled this matter so easily, so quickly, and without any cost to you whatsoever, but you chose to keep ignoring my complaint, and making up stupid Tweets that, for some inexplicable reason, you thought would quieten down my outrage.

I made a complaint in which I noted that if the man about whom I was complaining was having personal issues on the day in question (I used “if his dog had just died” as an example), then I was ready to completely forget this matter.

Do I sound like I’m an unreasonable man?

My original complaint, plus BA’s initial response to same, can be seen below, but before you read that, please allow me to say:

ALL I EVER WANTED WAS AN APOLOGY FROM BA THAT ADDRESSED MY SPECIFIC COMPLAINT, WITH AN EXPLANATION AS TO HOW THE SITUATION HAD BEEN HANDLED WITH THE MAN IN QUESTION.

Instead, I received the following Tweets:

  1. Hi Gary. Any feedback we receive of this nature is passed on to the Airport Manager to be handled internally. We’re..
  2. …sorry if you weren’t made aware of this. Thanks for letting us know however. 2/2 ^Lolly

Well, Lolly, I was not made aware of this, and I don’t believe you. Not for a nanosecond.

And even if that WAS true, it would not be satisfactory.

Let me say this one more time:

ALL I EVER WANTED WAS AN APOLOGY FROM BA THAT ADDRESSED MY SPECIFIC COMPLAINT, WITH AN EXPLANATION AS TO HOW THE SITUATION HAD BEEN HANDLED WITH THE MAN IN QUESTION.

Your shenanigans, BA, have now changed my mind about your company.

I started out thinking that one bad apple was tainting BA’s reputation.

Now I’m realizing that everyone I’m dealing with at BA is being super defensive.

The question is, why?

I loved BA prior to this, and I still loved BA after the incident, but that’s no longer the case.

Just in case I didn’t make myself clear, let me repeat, for the last time:

ALL I EVER WANTED WAS AN APOLOGY FROM BA THAT ADDRESSED MY SPECIFIC COMPLAINT, WITH AN EXPLANATION AS TO HOW THE SITUATION HAD BEEN HANDLED WITH THE MAN IN QUESTION.

Do you have anyone in the office that might be able to actually address my issue?

My case reference is:15885430

Below, please find my original post, including my initial complaint, and BA’s Response

I have been flying with, and loving, British Airways for over 40 years, and their staff has always treated me admirably. Until October 21, 2016.

My wife and I were checking into our flight at Manchester Airport, and as is usual for me when I approach the check-in desk, I wore a wide smile on my face and asked the agent, “How are you doing today?”

He never even looked up from his monitor. He just mumbled something that might have been, “Okay.”

I retained my cheerfulness, and we handed him our passports which he held for a couple of minutes before giving them back to us. He continued working on his monitor for a minute, then he said, “I need your passports back.”

Mine was handy, so I just handed it over, but Amy, my wife, had put hers back into her handbag and was rummaging therein to find it when he raised his voice and said, “I NEED YOUR PASPORT, TOO.”

We didn’t get upset, Amy found her passport and handed it over, and the agent carried on checking us in. My suitcase was tagged, then I placed Amy’s suitcase onto the conveyer belt. The agent asked me to change the bag’s position so that the handles were on top.

As I was bending over, adjusting the suitcase, he once again shouted at us, “I NEED THE HANDLES ON TOP.” He yelled.

We STILL didn’t get upset, and in all honesty, the only reason I didn’t complain there and then was that I was afraid that this guy might send our bags to Tokyo or Cape Town if we upset him.

When I wrote to BA to complain about this, I detailed the incident as above, and I added something to the effect that, if the agent in question had had a traumatic personal incident that morning (such as his dog had just died), I was willing to forget the matter.

I was trying to be reasonable. We all have bad days, after all.

Part Two

I waited over a week for a response to my complaint, and when it did arrive, I was sorely disappointed. Apart to a reference to the date and location of this event, the rest of BA’s letter to me was obviously a form letter. There was no sign whatsoever that anybody had even bothered to read my letter to them.

Here is what BA wrote:

Dear Mr Regan

Thanks for letting us know what happened when you and your wife were travelling from Manchester on 21 October.  I apologise for the delay in replying to your email.  You’re clearly disappointed with the service you received at the airport and I absolutely agree we let you down.

Our staff are highly trained and we’re really proud of the service we offer.  So, I’m sorry to hear our staff weren’t as helpful as we expect them to be.

I’m concerned to learn that our staff were behaving unprofessionally and this must have disappointed you.  I’m sorry for the inconvenience caused, as you don’t expect such services when travelling with us.

It’s only through your comments we’re able to focus on areas where we need to improve.

Thanks again for getting in touch with us.  We appreciate your support as a Bronze member of our Executive Club.  I hope we can welcome you and your wife on board again soon.  Please feel free to contact me directly by using the blue link below if I can help you with anything else.

Best regards

Divya Master
British Airways Customer Relations
I’m disgusted with British Airways now, and I intend to take my business elsewhere in future.  You, of course, can make your own mind up.  Virgin, here I come!

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