bmi diamond club - Sex Change for Joanna?

Hi all,

No, I don't mean the title literally - it's just that I rarely can come up with a thread title as clever as this.

I e-mailed Joanna at the usual diamond club/flybmi e-dress a couple of weeks ago. Recently I received the following reply from a slightly different e-dress:

"FROM: diamondclub AT bmiemail PERIOD com> ...

Thank you for your email...(yadda yadda)

Best regards

George"

Is Joanna still at bmi?

Yes she is still about. She has a team working with her now, hence you got a reply from the DC email address from one of them.

Thanks - I feel much better!

I got a reply from George a few weeks ago too after sending an e-mail to the "diamond dot club, etc." address. Figured he was someone who works with her. Whatever their relationship, his e-mail to me was right to the point, and he dealt with the problem exactly as I had hoped he would.

I hope they both end up in good places when the DC/M&M situation settles out.

I recently had a reply from "Sally" who was similarly excellent and resolved my issue perfectly (retro mileage claim).

Not forgetting (Surrender) Brenda and (Give-in) Kim. There's also a Karen too.

"George"

ISTR there was a George in SPTS, who was helpful and knowledgeable.

Are they perhaps sharing the load? I can see that being a good thing for overall understanding of customer issues, and bringing an excellent body of knowledge to our problems.

Lately I had a response from Phillippa. There seems to a big team now.

Ok, you guys seem to have reached a critical mass, so I'll spill the beans. The Diamond Club email is now being dealt with, primarily, by the SPTS team. This happened a few months back.

Joanna is still posting on FT as Diamond Club, though and dealing with the main issues besetting DC.

Best as I am aware (and that's not very) the SPTS team (4 or 5 people only) is made up of the best agents from the old Diamond Club bookings team from the UK call centre - so, they know booking issues, they know Diamond Club rules and they know common sense. So, all in all, it's not a negative that they are dealing with the enquiries. And as there are a few of them, I imagine response times may be a little better, perhaps?

Fingers crossed that Joanna & her experienced cohorts manage the upcoming DC migration over to M&M. We might actually get a successful migration.

I will be even happier if that lot ended up managing the UK side of M&M moving forward.

Ok, you guys seem to have reached a critical mass, so I'll spill the beans. The Diamond Club email is now being dealt with, primarily, by the SPTS team. This happened a few months back.

Joanna is still posting on FT as Diamond Club, though and dealing with the main issues besetting DC.

Best as I am aware (and that's not very) the SPTS team (4 or 5 people only) is made up of the best agents from the old Diamond Club bookings team from the UK call centre - so, they know booking issues, they know Diamond Club rules and they know common sense. So, all in all, it's not a negative that they are dealing with the enquiries. And as there are a few of them, I imagine response times may be a little better, perhaps?
Thanks, Goldcircle. I agree that "it's not a negative" that they are helping Joanna out in this fashion - George appears to have taken care of my issue just fine (if my new gold card gets to me by the time he claimed it will).

Let me also add my best wishes to all on the SPTS team...

I had an email from Andy the other day dealing with a miles not posting issue!

Can we please change the title? I don't think its very appropriate for Joanna to read that !

Can we please change the title? I don't think its very appropriate for Joanna to read that !

I read it as a suggestion for the Christmas collection. :D

I have received replies from both Sally and George in the last couple of months concerning claims for miles not credited. About the level of satisfation, I have to say that I have only had positive experiences with the SPTS team. However, I don't think that the reaction time has improved...
Good luck for them all!

I read it as a suggestion for the Christmas collection. :D

:eek: :D

Can we please change the title? I don't think its very appropriate for Joanna to read that !I can't say for a fact, since I don't know her personally, but I suspect the typical British sense of humo(u)r would appreciate it. If she read this thread and its title upsets her, a PM to a mod would get things fixed quickly with no fuss. (The mod could also remove our two posts to clean up the public record.)

Can we please change the title? I don't think its very appropriate for Joanna to read that !

On the other hand, I wouldn't have checked out the thread.
Great title, one of the best of the year. :D

Made me smile on a Monday morning. Glad the new 'me' team are treating you well.

And I'm glad a) that you didn't leave bmi and b) that your Monday was brightened a little. Thanks for taking my humo(u)r in the way it was meant!

Made me smile on a Monday morning. Glad the new 'me' team are treating you well.

Hi Joanna,

A big ^ from me to the new team. I emailed yesterday afternoon and got a very satisfactory response in less than 30 minutes.

That's really fantastic customer service and I really appreciate it.

They seem to be very good and it's so nice to speak to a human being! Really good move on BMI's part!

Is this a record? I emailed the DC team at their email address - email address as kindly supplied in the Sticky for DC here at Flyertalk - 6pm yesterday evening asking for miles missing to be credited.

At 8am this morning Karen in the PTSS team at DC emailed me to say my missing miles had been credited.

Are the PTSS team at DC little elves that work all night recovering miles for happy DC members? I make this 14 hours from request to confirmation by DC.

Can anyone better this?

A bunch of miles didn't post automatically for me in July because a travel agent messed up my name on the tickets badly enough to confuse BD's computers. I e-mailed diamond-dot-club etc. one evening, U.S. time, and the miles were there the following morning. (Not all of them, but that was my fault, and at the end of the day it was all straightened out.) I don't recall the exact times, but I'm fairly sure it took less than 12 hours. Granted, some of the elapsed time was during normal UK working hours, but it was still impressively quick.

I did the same, emailed last night and they were in this morning! ^ Karen as well.

This is definitely a huge improvement! ^ ^ ^

Hi,

Was just wondering, did Joanna go for a sex change again? Emailed to the usual email add twice and both time I get an "<male agent's name edited>" replying. This chap seems a less sharp compared to Joanna.
Why? Sent in a BP for mileage request issued by a non-*A carrier as their ground agent, and was denied mileage because he claimed that it was a non-*A carrier. Problem is the chap did not look at the tix-no, carrier code on the BP, and operating carrier. Just flatly denied it. Had this a couple of times previously and Joanna immediately solved everything without me pointing these items out.

I do hope this is just a temporarily sex change.. :P

Cheers!

Hi,

Was just wondering, did Joanna go for a sex change again? Emailed to the usual email add twice and both time I get an "male agent's name edited" replying.

As confirmed in this very thread, there is a team who answer queries via that address, so there's a good chance that they won't be processed by Joanna.

And that will be male agent's name edited, not "male agent's name edited" in this case as the team are UK based.

There seem to be a new guy at bmi beside Joanna. His name is Andy. He provides excellent service and good explanation about what is going on.

This is the answer I got after a status request for nearly 100k missing miles.

Dear Mr Mennix,

This claim was processed on the 21July and we are awaiting confirmation form MS. If we do not receive a response from them within 14 days we can then force the claim through.

Best regards
Andy


Sounds like a good service guy to me.

http://www.flyertalk.com/forum/bmi-diamond-club/1129433-sex-change-joanna.html

New to you perhaps, but not new to us or bmi.

Definitely another decent member of the DC team though.

He has been there for ages dealt with him a few times myself.

O.K., new to me only. But good to know, that there are some more service oriented people at BMI than before.