Makes you proud to be British
I know it's been a tough few months of strikes and delays, but in the midst of the misery I'd like to post my positive experience of BA customer service.
Its a long story of which the short version is that I had two separate bookings with two carriers for the same journey which went wrong, but BA came through for me.
It's a risky strategy I knew and accepted the risk. I took the risk to secure business class reward flights as a treat for my wife on our annual vacation. This is her first experience of business class flights. Due to limited availability I took flights in/out of JFK with BA. I wasn't spending the whole vacation in NYC so booked a separate AA flight from Las Vegas to JFK with a 6 hour window to allow for some delays and rechecking of baggage.
For various changes from AA over the months since booking, that return plan got routed through Philadelphia and BA were accommodating to switch the flight to match up. Still with a 6 hour window.
Come the day of departure. Wake up early for a 8am flight out of LV, everything on time. At the hotel checkout alerts from AA come in of a 2 hour day. I still have enough time and proceed.
1 minute to the new boarding time and a further 2 hours delay, comes through. Followed minutes later buy a further 3 hours. 7 in total with an expected landing time after the BA flight takes off. I'm in trouble. Big trouble.
While everyone heads to the desk to complain and reroute. I don't. I pick up my phone and call BA executive club. I don't need AA to get me to philly. I need some to get me home to the UK.
I quick explanation of my plight and that I won't make my flight. The suggestion of reassigning to the BA flight that evening out of Las Vegas comes up. Which my BA rep was happy to do for no up charge.
So my PHL-LHR rewards became LAS-LHR, still in business class. My distraught wife becomes happy wife once more. I'm mightly relieved. All I need to do is recall my bags from AA and sit out a few more hours.
I don't know if this normal service, but from my point of view BA went above and beyond to get a customer home. A truly positive experience and a credit to BA agents. Who no doubt have had a hard time recently. I gave my golden ticket for this one.
Proud to be British.