I usually don't bother with writing reviews or giving feedback but last week I spent a good half an hour at the Pier F drafting a somewhat comprehensive report for BA’s customer service on BA27 me and my wife had just arrived from as the experience was quite bizarre.

We sat at the gate doors closed at LHR for a good 1.5h because of snow related issues. Our LPGS glasses were cleared without offering a top-up 10mins before scheduled departure. Shortly after the captain announced that’s we’d be sitting at the gate for a good while longer so after about half an hour without the cabin crew offering either of us anything we pressed the call button which I hate to do as I feel like I’m “bothering” the FA’s. Well on this flight it became very clear that it was the only way to get any service what so ever. Luckily I slept 7 out of the 13 hours onboard so the button didn’t wear out completely.

The highlights were:

• not being offered any help while undoing the bed in the morning with two FA’s walking past with nothing on their hands
• not being offered a bottle of water when going to bed (I got it after pressing the call button, the wife didn’t get one at all)
• not being asked if I wanted anything after being up for over half an hour with FA’s roaming the cabin otherwise, we both pressed the call button to get a glass of water and a cup of coffee, my wife was never even offered breakfast (she woke up almost 3h before landing)
• CSM/CSD never welcomed us or came around for a chat for us to give any feedback on the flight onboard
• we were attended total of two time each without pressing the call button on the flight, first for the PDB’s and second time when asking for our dinner orders which we both skipped and went straight to sleep
• minor issue but still woth mentioning: they ran out of LPGS with a half full F cabin

The feedback I sent to BA was replied to today with an extremely generic “we are sorry” message. I don’t know what outcome I was expecting but that was a slap in the face after going through the trouble of writing the feedback in the first place. I guess I expected a somewhat more personal touch when two GGL’s on the same flight experience this level of “service”.

Is this the standard these days?