The following is one more example of what passes as customer service communications at British Airways Executive Club:

"From: [email protected]: DELIVERY FAILURE: Error transferring to mail-relay1.baplc.com; SMTP Protocol Returned a Permanent Error 550 <[email protected]>: Sender address rejected: Unauthorised UserDate: Tue, 26 Mar 2002 14:48:46 +0000To: Satish Agarwal <[email protected]>




Your message Subject: Re: US Before You Fly (KMM748419V58918L0KM)was not delivered to: [email protected]: Error transferring to mail-relay1.baplc.com; SMTP Protocol Returned a Permanent Error 550 <[email protected]>: Sender address rejected: Unauthorised UserReporting-MTA: dns;BASMLHR01.UK.BA.COM

Final-Recipient: rfc822;[email protected]
Action: failed
Status: 5.0.0
Remote-MTA: smtp;mail-relay1.baplc.com
Diagnostic-Code: X-Notes; Error transferring to mail-relay1.baplc.com; SMTP Protocol Returned a Permanent Error 550 <[email protected]>: Sender address rejected: Unauthorised User

From: Satish Agarwal <[email protected]>Subject: Re: US Before You Fly (KMM748419V58918L0KM)Date: Tue, 26 Mar 2002 14:48:46 +0000To: "CMG US Exec Club Programme (US)" <[email protected]>




************************************************** **********************##British Airways Reservations (US)##This email has been re-directed to this account [email protected])automatica lly by the Kana email handling system.If you choose to respond to this email please reply to:[email protected] not reply to the original address shown in the From: field as thiswill not work!*** PLEASE NOTE - This instruction does not apply to service agentshandling email via USA.NET (e.g. Canada Baggage Claims) who should replyto emails as per normal procedures ***If you choose to reply to this email, please remove this text as itwill otherwise be visible to the customer.***************************************** *******************************From: "Satish Agarwal" <[email protected]> on 19/03/2002 16:01 ESTTo: "British Airways Reservations (US)" <[email protected]> cc:Subject: Re: US Before You Fly (KMM748419V58918L0KM)Dear Meeta,Thanks for your response though it is VERY DELAYED. In fact it is so late that it DOES NOT HELP ME AT ALL. I have noticed recently that most communications to BA end up without any response or response that is so late that it is a joke. The bottom line is that someone cancelled both my reservations and I could not fly. I had to make alternate arrangements to return home. Exactly what I was afraid of.Calling the dedicated Silver tier line or the Venture Club does not help either because I can be on hold for hours and no one seems to know what is going on. I have spend hours of my precious time over the past month trying to get situations resolved which are caused totally due to BA's apathy, ignorance and incompetence.I am still due credit for more than half of my Premium class travel for the last year, which explains why I haven't qualified for Gold. But the BA Exec Club CS agents are not in a hurry to resolve the situation.Sincerely,Satish AgarwalOn Mon, 18 Mar 2002 03:47:05 +0000 "British Airways Reservations (US)" <[email protected]& gt; wrote :cool Dear Mr Agarwal,>> Many thanks for contacting us by email.> Firstly, I would like to apologise for the delay. Due to> upgradadtion> of our systems we were unable to give you a prompt> response.>> With regards to your query, please be advised that I have> retrieved> your booking done by the Venture Club and it reflects no> itinerary. If> you have any queries regarding your booking, you need to> contact> Venture Club at 1-800-206-7000 form Monday to Friday> between 7 A.M and> 7 P.M.>> Should you require any further clarifications in this> regard you can> contact the dedicated Silver tier line at 1-800-955-6092.>> We appreciate you contacting us by email.>> Sincerely,>> Meeta Shah> British Airways Email Center>> www.britishairways.com/usa>> At any time you may access answers to your questions> directly through> our interactive FAQs. Click through to AskBA> http://www.britishairways.com/region....shtml>> Original Message Follows ------------------------>> From: [email protected] on 13/03/2002 15:41>> Please respond to [email protected]>> To: [email protected]> cc Subject: US Before You Fly>>>> First Name: Satish> Last Name: Agarwal> Street Address: 3 XXdy Lane> City: Laurel Hollow> State: NY> Zip: 117XX> Phone: 516-692-4XXX> E-mail: [email protected]>> Flight Number: 72> Travel Date: 03 / 16 / 2002> Topic: Web Site>> Message: My BA Executive Club Number is 900XXXX. I> currently hold two> reservations on BA with reference numbers ZVUXXX and> ZXPXXX. When I log> into the BA website with my userid and password and go to> "Current> Travel> Plans", it gives me an error "Error: There was a problem with your request, please> try again later.">> This problem has been occuring for more than 6 weeks now.> I have tried> this everyday several times a day without success. All> my reservations> have my BA Executive Club Number in them. In spite of> this, I am unable> to> access these online. I am able to access my Executive> Club Account and> profile, etc. without any problems. My wife, children> and other family> members are able to access their current reservations> without any> difficulty.>>>> Thank You>>>"

I had left the enire contents of my e-mail communications unedited in my original post for authenticity. But on the friendly advice of a fellow FTer and to prevent unauthorized misuse, I have edited the above so that some personal details are 'Xed' out.


[This message has been edited by satish_ny (edited 03-26-2002).]