Originally Posted by
littlefish
All other things aside. Surely having the refund issue (the original matter) solved must count for something?
I wasn't there ... but if a CR agent is pro-active and genuinely trying to solve my issue (BA or pretty much anywhere these days) then that individual is a cut above the average in my experience.
At the very worst I might have expressed mild disappointment, to the agent, that my wish to not be disturbed on holiday had not been respected but would have taken my cue from the tone of the conversation (efficient?, pro-active?).
Ignoring a customer's express instructions because the CS rep thinks they know better than the customer as to what is appropriate in terms of contacting the customer?
Sorry, if i had instructed a company of whom I am a customer not to do something, and they ignore my instructions when it is not an emergency and for no clear reason, I'd be pretty annoyed too. Sometimes, customers do know best about the service that they actually want. It is never good customer service to override a customer's express wish for no strong/definable/real reason. If someone asked you for coffee, and you gave them tea because, well, it's a hot beverage so it's close enough, their expressed wish isn't that important.. how do you think they would react? That's pretty much what CS collectively did here. Listened to the customer, noted their wishes and then completely ignored them, because they had a better idea!