Originally Posted by
Tafflyer
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.
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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.
Hi
Tafflyer
‘Twas me who encouraged you to update us, so my thanks for doing just that.
Whilst there will be likely be some truth to your speculation (ref apparent inability of BA to address the substance of your grievance or their use of stonewalling tactics), I do feel it’s tempting to over-analyse why BA is so often very poor at addressing complaints in any meaningful or thoughtful manner.
We see countless examples (and I’ve been on the receiving end of one or two myself !) here on FT of some pretty grim BA responses ; which leads me to conclude that the true explanation is, ultimately, a very simple one : negative feedback and / or formal complaints (other than those originating from the highest level CIP’s and major corporates) just don’t really attract the attention or serious interest of senior management ; this, in turn, is directly reflected in the volume & quality of resources allocated to Customer Relations (who , AFAIK, are not even contactable by phone these days …. ??) and the two unproductive responses sent to you.
In short - as I implied in an earlier post - they’re not really bothered.