Spuddyspudster
Jun 14, 12, 5:16 am
HI,
I'm a newbie under this name but many moons ago I used to work for Starwood so did my fair share of snooping here... I have since changed jobs and professions so have no fear, I am not spying these days! It took me some time to remember this forum from memory, has been 8 years since I last used it but had to vent some of my frustration experienced this morning...
What better way then here! Find below copy of email I sent to 'dc.admin@flybmi.com'... If anyone has advise on how to resolve quickly or what else I can do, let me know!
Thanks in advance
~~~
Hello,
I have just come off a call with one of your agents, and I am absolutely furious at the treatment I received. I am a BMI Gold (000072*****) / BA Gold (134*****) customer and take at least 2 BMI flights a week for the past 12 months. I have accumulated over 150000 air miles in the past 12 months
I have been trying to book a simple flight for my brothers Birthday (LBA – BRU 03/08 @ 16:35 returning 06/08 @19:35)
I tired to book using the website but was unable to do so on this date. I phoned the service centre and was put though to the gold card area. I should point out that at no point did the agent ask me for my name or my membership number.
I explained my situation to #### the agent and he said it was not possible. I explained how I was on the website and it was possible. He then said – “BMI have left star alliance as of May 31st and this flight was impossible”. I explained I was on the website and his information was incorrect – that I could you my BMI airmiles to book on many other dates. “ #### kept telling me I was wrong. He then asked where was I on website. I said I had logged in under my profile and was trying to do the booking. I explained I was looking at the screen where this route was still possible. He suggested I look for the section where it said BMI was no longer part of star alliance. I explained that this answer could not be correct as I could book flights for other dates. At this point #### started talking at me, not listening to my explanation and quite frankly just being rude on the phone. As you can see below from the screen shot I took – it is possible
Screenshot Removed
I am absolutely furious at my treatment – the agent did not care in any way about my problem and had no interest in helping me. You can clearly see above that you can book on multiple dates in August – same goes for June and July.
From my perspective, as a very frequent traveller I have been a loyal BMI customer, and I am extremely supportive of your merger with BA. Over the past few months I have found that staff have not really been properly debriefed on how this is being implemented. If I hear from one more staff remember – “we don’t know – we are not told what’s going on. “
Managing change and managing people through change is a difficult activity, and I understand this, and even though I feel the service has suffered over the past few months I am prepared to accept this as it is a significant undertaking for your company.
What I do not accept is being treated, as a gold member, like I was this morning. I was treated as if I was stupid, didn’t know what I was talking about – and I was generally called a liar – even though I had the information in front of me. Is this really how I should expect to be treated as an extremely loyal customer. By my rough estimation I have spent aproximatly £30,000 in the past 12 months with BMI. I expect better treatment that to be fobbed off by someone. At a minimum I expect someone to listen to my problem and listen when I am am quoting back from your website.
You are in the middle of a complex transition – but your focus should be on your customers and retaining tem when integrating to IAG. However having your staff be rude to customers and use the merger as an excuse, is totally unacceptable
Did you know up to last Friday – the previous 3 weeks when you tried to book BMI flights on the Dublin – Heathrow route – you were redirected to the BA website – and it simply said – route does not exist. I had to download the PDF timetable and book through my travel office.
I am absolutely furious and await your response. I need to arrange this flight – as promised to my brother – should I look at alternative airlines for this and perhaps future flights
I'm a newbie under this name but many moons ago I used to work for Starwood so did my fair share of snooping here... I have since changed jobs and professions so have no fear, I am not spying these days! It took me some time to remember this forum from memory, has been 8 years since I last used it but had to vent some of my frustration experienced this morning...
What better way then here! Find below copy of email I sent to 'dc.admin@flybmi.com'... If anyone has advise on how to resolve quickly or what else I can do, let me know!
Thanks in advance
~~~
Hello,
I have just come off a call with one of your agents, and I am absolutely furious at the treatment I received. I am a BMI Gold (000072*****) / BA Gold (134*****) customer and take at least 2 BMI flights a week for the past 12 months. I have accumulated over 150000 air miles in the past 12 months
I have been trying to book a simple flight for my brothers Birthday (LBA – BRU 03/08 @ 16:35 returning 06/08 @19:35)
I tired to book using the website but was unable to do so on this date. I phoned the service centre and was put though to the gold card area. I should point out that at no point did the agent ask me for my name or my membership number.
I explained my situation to #### the agent and he said it was not possible. I explained how I was on the website and it was possible. He then said – “BMI have left star alliance as of May 31st and this flight was impossible”. I explained I was on the website and his information was incorrect – that I could you my BMI airmiles to book on many other dates. “ #### kept telling me I was wrong. He then asked where was I on website. I said I had logged in under my profile and was trying to do the booking. I explained I was looking at the screen where this route was still possible. He suggested I look for the section where it said BMI was no longer part of star alliance. I explained that this answer could not be correct as I could book flights for other dates. At this point #### started talking at me, not listening to my explanation and quite frankly just being rude on the phone. As you can see below from the screen shot I took – it is possible
Screenshot Removed
I am absolutely furious at my treatment – the agent did not care in any way about my problem and had no interest in helping me. You can clearly see above that you can book on multiple dates in August – same goes for June and July.
From my perspective, as a very frequent traveller I have been a loyal BMI customer, and I am extremely supportive of your merger with BA. Over the past few months I have found that staff have not really been properly debriefed on how this is being implemented. If I hear from one more staff remember – “we don’t know – we are not told what’s going on. “
Managing change and managing people through change is a difficult activity, and I understand this, and even though I feel the service has suffered over the past few months I am prepared to accept this as it is a significant undertaking for your company.
What I do not accept is being treated, as a gold member, like I was this morning. I was treated as if I was stupid, didn’t know what I was talking about – and I was generally called a liar – even though I had the information in front of me. Is this really how I should expect to be treated as an extremely loyal customer. By my rough estimation I have spent aproximatly £30,000 in the past 12 months with BMI. I expect better treatment that to be fobbed off by someone. At a minimum I expect someone to listen to my problem and listen when I am am quoting back from your website.
You are in the middle of a complex transition – but your focus should be on your customers and retaining tem when integrating to IAG. However having your staff be rude to customers and use the merger as an excuse, is totally unacceptable
Did you know up to last Friday – the previous 3 weeks when you tried to book BMI flights on the Dublin – Heathrow route – you were redirected to the BA website – and it simply said – route does not exist. I had to download the PDF timetable and book through my travel office.
I am absolutely furious and await your response. I need to arrange this flight – as promised to my brother – should I look at alternative airlines for this and perhaps future flights