I've already phoned them, then I used the online complaint form to explain everything and was just told to phone again. So I really want to write to them, and am looking for a Manager's name.
I've already phoned them, then I used the online complaint form to explain everything and was just told to phone again. So I really want to write to them, and am looking for a Manager's name.
I've already phoned them, then I used the online complaint form to explain everything and was just told to phone again. So I really want to write to them, and am looking for a Manager's name.
When did you write the complaint, and what was it about?
Unless it was something very, very serious (like a safety issue not having been rectified for some time, or a very serious customer services failure resulting in substantial damage to the passenger) I would persist with the normal channel.
Replies can be quite slow, particularly bearing in mind the time of the year.
Programs: BA Gold; Flying Blue Platinum for life; LH Senator; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 3,759
Welcome Lydali!
Quote:
Originally Posted by Lydali
Hi, can anyone point me in the direction of who I should address a letter of complaint to?
Many thanks!
Hello Lydali, and welcome to FlyerTalk and the BA section that lies within. It's great to see you here, and I hope you will continue to play an active part in this forum. And indeed that your future involvement is hopefully more positive than a complaint, though we've all been there at some point! It may take a while - even with a bit of status it can take a month to hear from them.
Having said that, there are plenty of people here who have complained to BA before, so if you want to tap into their knowledge don't hesitate to be more specific about it. However also bear in mind some participants here may challenge some details on it!
Then you should wait for a response. There is no specific person to write to in the first instance.
I did get a response, they told me to phone. Which I had already done.
Thank you corporate-wage-slave!
I wish to complain about the 40,789 Avios points that were taken from my husband's account last year.
We phoned, and weren't satisfied with the response - they said that as he hadn't kept the account active then they were removed. Which is rubbish, as he has been flying long haul with BA every couple of months since 2005 and always presented his card.
We used the online form stating that we had already called and wanted a response in writing. Gave lots of info such as flights and dates prior to the removal date, proving that he had flown with them in that period. We got a standard response asking us to call the Executive Club team to discuss it further...
So I just want to write to them and get someone decent to reply, not someone who is just going to churn out a standard letter. Having worked for a large corporation in the past, I know that this is often the way it happens; you need to address it to someone important to get a considered response from someone decent.
Was your husband crediting his flights to BAEC and not to another OW frequent flyer schemes, and did they show on his account before those Avios points were removed?
Programs: BA Gold; Flying Blue Platinum for life; LH Senator; Hilton Diamond; Kemal Kebabs Prized Customer
Posts: 3,759
Quote:
Originally Posted by Lydali
So I just want to write to them and get someone decent to reply, not someone who is just going to churn out a standard letter. Having worked for a large corporation in the past, I know that this is often the way it happens; you need to address it to someone important to get a considered response from someone decent.
I see. Indeed it is the case that Avios expire if the account is unused, and if you are presenting, every few months, the same card as that associated with the Avios account number, then I can't see how this could have happened.
If there's detailed supporting information I can see that a phone call isn't going to help. You will have seen the advice to contact Mr. Williams, which is one approach, probably not one I would do, but each to their own.
My advice would be to write the shortest letter you can with the key details to:
British Airways Customer Relations (S506)
PO Box 5619.
Sudbury
Suffolk CO10 2PG
For information, e-ticket numbers are slightly easier for the staff to track down than PNRs or Locators.
Just as an aside, if your husband was flying long haul every couple of months then I would expect there to be rather more than 40,789 Avios in his account, especially as I imagine there was no reward bookings made in the last three years (or you would have mentioned that).
You will have seen the advice to contact Mr. Williams, which is one approach, probably not one I would do, but each to their own.
Why not ? Its not like the letters are read by him. Like most corporates, letters to C level execs are in all likelyhood handled by a shared team of letter writing minions that usually go under the title of "High Level Escalations Team".
High level escalations will then pass the complaint to the right middle manager in the part of the business concerned to reply.
Writing to high level escalations is a good way to ensure you don't get the usual boilerplate robot reply, which sounds exactly what Lydali is after !
If your avios are about to expire, you should receive an email a few months beforehand, providing you have a valid email address on your BAEC account.
I received one of these a few years ago with the subject: "Time to stop your BA Miles running out" from "British Airways Executive Club" <BAExecutiveClub@my.ba.com>
Though presumably this will refer to Avios now. It was sent 5 months before expiry.
