Originally Posted by subject2load

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.