Originally Posted by
Tafflyer
I have decided that I will respond. It's the 2,000 Avios that irks me. Not that they should offer more, but the attitude that even a complaint from a regular traveller is a transaction with a value. I did not ask for compensation. I did not complain about a one-off bad meal or service failure. I complained about a permanent devaluation of their service, reduced differentiation to their own economy product, and general cheapness. That is not something to be compensated but something to be explained, justified or changed. I will ask if they are now going to permanently award me 2,000 extra Avios per flight until they once again restore better service. Perhaps they can just reduce the CE price by €20 to take the 2,000 Avios into account, or if they will please package an economy seat with a spare middle seat that I can book online so I don't expect the CE service. I know I can book this by phone but seriously want as little interaction with their telephone agents as possible.
Originally Posted by
subject2load
Totally understand your wish to write back and to spell out precisely why you feel so irritated by the bland content of the automated (or cut & paste, at best ?) response and ‘compensation’ - not least the lack of focus on the fundamental cause of your original complaint / feedback.
Will be interesting to see what exactly the next response brings. Do post an update when you can. I fear however that the proposed approach you have outlined will prove to be far beyond the digestive abilities of the AI bot, which might even self-combust in a state of total confusion and / or denial.
So, round 2. I replied to BA with pretty much what I wrote on here and received the following response. This time it was sent from BA Customer Relations.
Dear Tafflyer
An apology from British Airways
We’re very sorry to hear you were unhappy with the quality of food on your flight to Faro recently. This isn’t what you should expect of us, and we understand why you needed to let us know about it. We’d also like to thank you for your patience while we got back to you.
We don’t underestimate how important food and drink is to your enjoyment of the flight. We refresh our food and drink menus in Club Europe cabins monthly and use feedback like yours to guide us as we do. I’ve shared your comments with my colleagues in the Catering team to help us improve the choices we offer.
We value your loyalty as a Gold member of the British Airways Club, and know this experience did not meet our usual standards. I’ve added 10,000 Avios to your Club account, and hope this goes some way towards making up for what happened.
Once again, please accept our apologies for your experience on this trip. We hope to welcome you back on board soon.
Best regards
The complaint was about the flight from Faro, I haven’t even raised the complaint about the flight back yet. I’m just baffled. Systematic inability to address issues as described. Or just organisational stonewalling. I’ve been using up remaining Avios on BA flights on routes that make sense to me but really can’t even be motivated to do that any more.