FlyerTalk Forums - View Single Post - Poor service recovery or just do I expect too much of CS?
Old Nov 17, 18, 4:35 pm
Join Date: Dec 2010
Location: London
Programs: BA Lifetime Gold(twice), Hilton Diamond
Posts: 625
Poor service recovery or just do I expect too much of CS?

13 hr flight, spanking new 789-10, in F from NRT. IFE was fine on films but bad crackle on music. CSD listened and agreed it was unusable despite a couple of re-boots. CC came round later and said that CSD busy but was pro-actively awarding "15k Avios, the max for IFE". A day later I rec'd an email from BA thanking me for my correspondence(none sent) and stating a case number, presumably filed by the CSD & that BA would respond. 3 weeks later 10k Avios in my acc't. I didn't think even 15k was generous for no music on such a long flight in F, but am more disappointed that without even a cut & paste response 10k are plonked in my acc't. I certainy would have hoped for the usual "we realise how disappointed etc", or at least some kind of e mail, but to then award less than the CSD had offered, Gold in F maybe not relevant, but are my expectations too high?
'andad is online now