Originally Posted by
jimlad48
My response from BA to my email complaining about these changes.
"Your feedback to British Airways
I'm sorry you were disappointed to learn of the changes being made to our Executive Club. It's always a concern when we have not met our customers' expectations and we understand why you needed to let us know about it.
As our customers’ needs and reasons for travelling have continued to evolve, we are continually looking into ways to improve our Executive Club. Your comments are important to us and we do take care to listen to our customers to ensure we provide the best service possible. Whilst I understand you're disappointed with the upcoming change, we do feel this will be a positive change for the Executive Club.
Thank you for contacting us.
Best regards
******
British Airways Customer Relations"
Ugh. I sent them a complaint, too, in which I said,
“I don’t need a generic response to this like the ones I’ve seen on X. I’ve worked in customer support and know they’re just standard templates. I just wanted to provide some perspective on your decision for when you evaluate its effects down the line.”
However, I do expect a generic template response is exactly what I’ll get. I’d honestly prefer not to get a reply at all. Especially because that response is clearly a pre-written template, which the individual agent can add to if they feel like it. As I said, I’ve worked in customer support (for a railway company here in the UK). We had templates for everything rather than us having to compose something and also to ensure consistency in the responses sent out. “We’re sorry you were affected by the tree on the line/fatality/signalling problem/points failure/heavy snowfall/sheep on the tracks/passenger taken ill. We understand this must have been very disappointing. We hope you will continue to travel with us, and we apologise again for having let you down on this occasion. Etc. Etc.”
BA is the same. It’s just copy/pasting and hoping that will appease us. It doesn’t appease me, of course. However, amongst other things in my letter, which I shan’t bore the forum with, I also wrote,
“Kind regards, and a supportive hug to all those in customer support who have to try to defend what they had no part in to a horde of angry people.”
It is a thankless job. Thank God mine was just a secondment. I went back to my normal job a week after finishing training. Crap pay for having to defend decisions you had no part in and cannot influence. Spare a thought for the customer service agents these days. They’re working hard for a salary that wouldn’t get them anywhere near Bronze under the new TP rules…