Originally Posted by
KevinM2
And all she said was that she would initiate an investigation, and get back to me sometime towards the end of next week.
I was shocked, as I wanted some answers that day, but the lady was having none of it. We deal with complaints in the order we receive them, and I am doing you a favour by moving you up the queue, so next week is the earliest we can do.
In BA's defence, in order to do a proper investigation, it takes time. They'll need to speak to people involved, and much of the time they may be serving customers or not available to talk on the phone etc. This is the part that takes most time, and therefore inevitably even a rush investigation takes time. I know this as I used to be involved in investigations and it was harder than people might think to get in touch with everyone and do a proper follow-up, correlate all the stories and then report on it. In fact, the end of next week would have been about 5 working days, so that's pretty quick.
What BA CR really should have done instead of closing the investigations since BMI (which is not BA but owned by the same company) was the operating carrier was to offer to pass your aunt's case to BMI's team, assuming they are still operating separately, though. However, the problem may be another DPA issues - BA may not be allowed to pass on the information to BMI?! (DPA can genuinely get in the way of helping customers at times, I'm sure...)