I concur. I have been an EC US member since 1992, and over the years, the customer service has gone dramatically downhil, to the point of being non-existent. I had mileage problems with getting proper class of travel / miles / tier credits for flights on BA and CX in February this year -- about 15,000 miles in all. Despite faxing over all of the documents, boarding passes, etc on two occasions, and numerous emails, I am yet to hear back from them with a resolution -- only thing I have got is "We're looking into it" form letter emails. Pathetic service. No US airline would get away with a FF program that so plainly disregards post-flight discrepency resolution, especially after making the customer do so much work.
I rate them a F on this account alone. A program or service is only as good as how it handles exceptions. BA EC US clearly fails in this key respect.
<font face="Verdana, Arial, Helvetica, sans-serif" size="2">Originally posted by billmc:
I've attempted online request for missing miles, using the form provided on the website. No reponse. I've written clear, concise letters, AND HAVE INCLUDED BOARDING PASSES THEREWITH. No response. I've written more letters, referencing the prior letters. No response. Finally, of course, (perhaps BA designs it this way), I've just given up, as the missing miles are simply not worth the aggravation. BA still owes me around 25,000 miles and I'm prepared to move on with their still owing me these miles.
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[This message has been edited by Montys_Mayhem (edited 08-12-2002).]