What do you think BA's new year's resolutions should be?
Dec 31, 2012, 12:11 pm
#1
Original Poster
Join Date: Jul 2008
Location: All over the place often South Wales and Lake District
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Posts: 4,552
What do you think BA's new year's resolutions should be?
I'm in Asia so it's already 2013 here (Happy New Year everyone ^) what do you think should be BA's resolutions for 2013?
Here are a few of mine:
I'd like BA to sort out their I.T. so that it works correctly more often. I'd also like them to enable more things to be booked on ba.com. In 2013 it shouldn't be so hard to book open jaws online. From my perspective on GGL I'd like to be able to make a payment for a booking held by the GGL team online so that I don't have to pay the offline fee after all, it's not a free benefit if you have to pay for it.
I think it's also high time that BA customers of all card colours have access to a service centre 24 hours a day 7 days a week. BA has a great global network, its teams should be global too.
My third and final one: Copy and paste doth not customer service make. My last response was completely muddled and yet worded in a prewritten way. It did nothing to answer my feedback at all. It is just so insincere when a letter from a company is writing in such a programmed way. It also causes far more work for them because if I get a letter/email that looks like no-one has actually bothered to read the complaint, I will call again and escalate it. Sometimes customers need to feel that their complaint has been truly taken on board.
Feel free to add more....
Here are a few of mine:
I'd like BA to sort out their I.T. so that it works correctly more often. I'd also like them to enable more things to be booked on ba.com. In 2013 it shouldn't be so hard to book open jaws online. From my perspective on GGL I'd like to be able to make a payment for a booking held by the GGL team online so that I don't have to pay the offline fee after all, it's not a free benefit if you have to pay for it.
I think it's also high time that BA customers of all card colours have access to a service centre 24 hours a day 7 days a week. BA has a great global network, its teams should be global too.
My third and final one: Copy and paste doth not customer service make. My last response was completely muddled and yet worded in a prewritten way. It did nothing to answer my feedback at all. It is just so insincere when a letter from a company is writing in such a programmed way. It also causes far more work for them because if I get a letter/email that looks like no-one has actually bothered to read the complaint, I will call again and escalate it. Sometimes customers need to feel that their complaint has been truly taken on board.
Feel free to add more....
Dec 31, 2012, 12:17 pm
#2
Join Date: Oct 2007
Location: London
Programs: BA - Gold for Life, CCR & GGL; IC Spire Elite Ambassador; Diamond Hilton Honors; Hyatt Discoverist
Posts: 6,720
A simple resolution, although I am sure there are more signifcant ones (
) -
to always hand out hot towels in J and F, and while I am at, improve the quality and hand out on more than occasio during the flight, as CX does, please.
) -to always hand out hot towels in J and F, and while I am at, improve the quality and hand out on more than occasio during the flight, as CX does, please.
Dec 31, 2012, 12:23 pm
#3
Join Date: Dec 2009
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For me personally:
1. Restore LGW-MAN (or, more correctly, stop its deletion)
2. Put pressure on BAA to speed up T5 security.
I don't hold out any hope for either!
I also agree with the OP's points - not that the GGL issue concerns me...
1. Restore LGW-MAN (or, more correctly, stop its deletion)
2. Put pressure on BAA to speed up T5 security.
I don't hold out any hope for either!
I also agree with the OP's points - not that the GGL issue concerns me...
Dec 31, 2012, 12:41 pm
#5
Join Date: Nov 2009
Location: Robin Hood Territory
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Posts: 1,613
What do you think BA's new year's resolutions should be?
Sort out ba.com properly - yes it is not as bad as certain other airlines but it should be as smooth as a Bentley and would save money on call centre staff having to fiddle with bookings that should be do easy to complete online.
If I could have 2, it would be to relook at the staff incentive system - not sure how much the gold card scheme for staff worked but customers want a reproducibly professional attitude. BA, like many other customer service based companies recognise their staff in many different ways. On the whole they are an enthusiastic, generous and fun bunch (more so in the air than on the ground I find) but with some tweaking, this could be reproduced throughout the fleet - whatever its currently called
Happy 2013 to all the FT'ers and wishing you all a very prosperous new year!
If I could have 2, it would be to relook at the staff incentive system - not sure how much the gold card scheme for staff worked but customers want a reproducibly professional attitude. BA, like many other customer service based companies recognise their staff in many different ways. On the whole they are an enthusiastic, generous and fun bunch (more so in the air than on the ground I find) but with some tweaking, this could be reproduced throughout the fleet - whatever its currently called
Happy 2013 to all the FT'ers and wishing you all a very prosperous new year!
Dec 31, 2012, 1:09 pm
#6
FlyerTalk Evangelist
Join Date: May 2007
Programs: BA Gold
Posts: 12,046
I propose the following:
* colour boarding cards printed in dark ink and (for F, CW and CE) using 350g/sqm paper
* introduction of reward flight saver redemptions at GBP 50 each way for WT, GBP 60 EW for WT+ and GBP 100 EW for CW and F
* 24 hour call centres providing English service (optional: other significant languages)
* complete the roll-out of NF
* introduce far more strenuous cabin cleanliness procedures
* colour boarding cards printed in dark ink and (for F, CW and CE) using 350g/sqm paper
* introduction of reward flight saver redemptions at GBP 50 each way for WT, GBP 60 EW for WT+ and GBP 100 EW for CW and F
* 24 hour call centres providing English service (optional: other significant languages)
* complete the roll-out of NF
* introduce far more strenuous cabin cleanliness procedures
Dec 31, 2012, 1:21 pm
#8
Moderator: British Airways Executive Club, Iberia Airlines, Airport Lounges and Environmentally Friendly Travel
Join Date: Jan 2003
Location: London, UK
Posts: 22,210
Not my original idea but one I strongly support.
Force all your staff (customer facing and back office) to fly with the competition at least once each year.
Force all your staff (customer facing and back office) to fly with the competition at least once each year.
Dec 31, 2012, 1:23 pm
#10
FlyerTalk Evangelist
Join Date: May 2007
Programs: BA Gold
Posts: 12,046
Furthermore all Management and Executive staff should take at least one observation flight in each BA cabin (ET, CE, WT, WT+, CW, F) per year.
I bet that all this travel would eat up BA's profit margin very efficiently though!
Dec 31, 2012, 1:23 pm
#11
Join Date: Dec 2009
Location: Bedfordshire, UK
Programs: BA Gold, Geek platinum
Posts: 2,004
+1 for the 24/7 call centres
As a Y flyer I would to see BA at least try to catch up to the Asian airlines in terms of food and service quality. They like to see themselves as a premium airline but its simply not true anymore, even other European carriers are ahead of them.
It would also be nice if they widened the rollout of new WT and WT+, the 744s and old 772s are clearly going to be around for a long while yet and while WT is ok, old WT+ seats are horrible.
As a Y flyer I would to see BA at least try to catch up to the Asian airlines in terms of food and service quality. They like to see themselves as a premium airline but its simply not true anymore, even other European carriers are ahead of them.
It would also be nice if they widened the rollout of new WT and WT+, the 744s and old 772s are clearly going to be around for a long while yet and while WT is ok, old WT+ seats are horrible.
Dec 31, 2012, 1:26 pm
#12
Join Date: May 2009
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Dec 31, 2012, 1:40 pm
#15
Join Date: Jan 2005
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If Tata can't provide the ba.com that we all want then find someone else. And please make the F and J food better then Tesco Value 
