Hello everyone

Have learned a lot from reading threads on the forums over the last few years and this is now my first post.

I just wanted to share something which is as much amusing as it is disappointing.

I flew back from Malta to LGW last week and had treated myself to Club. There were no alternatives to the main meal (there was a menu and options on the way out) so the cabin crew was extremely apologetic and told us all to put this in writing (inferring that this would be taken seriously).

Now I know that at the end of the day, this issue is a small one, compared to the others I've read about on here, but I put said email together and sent it in.

I have been struck by the coldness of response. It was the usual words about being a valued Gold member, and we look forward to seeing you on your next flight...

I wrote back and thanked them for their words, yet actions speak louder than words - what about a goodwill gesture, especially as I'd paid for Club and wanted a bit of a treat. As we know, the legroom is not like it was in the old days so the meal is really the only differentiator on short haul.

They wrote back and said that if I wanted to pursue this, I'd have to take it up with the CEDR! Sledgehammers and nuts come to mind.

So I wanted to share how I responded in the end:

Sadly that's exactly the type of response which will alienate me as a future frequent flyer of yours.

Loyalty doesn't count for much, these days, does it?

Let me give you a couple of examples of excellent customer service to illustrate how to do it well:

1. I stayed at a hotel this week where the lift was broken. I had to trudge up and down steep flights of stairs for three days. The hotel offered me, unsolicited, some drinks vouchers for the bar.

2. BT has taken six weeks to sort out my direct debit with them. They have offered me £20 goodwill gesture as an apology.

I can also list numerous other examples over the years such as Nationwide, Barclaycard, Lloyds, Unilever.

All it would have taken to make me feel like I'm a valued customer, is, say, 5000 Avios, which in real terms would have cost you next to nothing.

Instead, it's left a very bad taste and I feel even more that BA is mean spirited.

Just thought I'd let you know. Don't expect it to make any difference, sadly.